WHEN BUYING

1. Which are the steps to buy at the online shop?

• Choose the product you wish to purchase out of the sections classified at the online shop, and by clicking on it you will see an enlarged picture and detailed information.
• Add the item to the shopping basket. Then, you may choose to either continue shopping or proceed to process your order
• Select a means of payment: Visa, Visa Electron, Mastercard, American Express...
• Confirm your order and you will receive an email confirming your order.

2. Is it safe to buy at the online store?

Yes. You can be totally at ease, as we devote the greatest efforts to ensure that any purchases made through our website, as well as your data, remain safe and secure at all times.

3. Are items marked as 'out of stock' eventually replenished?

Whenever we are out of stock for any item, we endeavor to replenish it as soon as possible. If this is not possible, we will remove it from the website.

4. Will I receive the same product shown on the picture at the online shop?

Yes you will, except for hand-crafted products, in which there may be minor differences in the finishing.

5. Can I receive periodical information to my email address with the latest products and offers at the online shop?

If you subscribe to the Newsletter you will receive information on the latest products, as well as on our cultural activities that you may take part in.

6. How can I make sure that my purchase has been made correctly?

Once you have placed an order, you will receive a confirmation e-mail. If you don't receive it, please contact our customer service department.

7. What should I do if I receive a faulty or incorrect item?

If you were to receive by mistake any item that you had not ordered, or if it has any fault or defect, please contact our customer service department.

PAYMENT

8. Is it safe to use my credit card at the website?

Yes it is, your data are transmitted via SSL encryption. When paying with Visa or Mastercard only transactions using the Safe Electronic Commerce system (CES, by its acronym in Spanish) will be accepted. Thus, once having verified that the card is adhered to the CES system, it will connect to the bank that issued the card in order for the transaction to be authorized. Once the bank confirms the authenticity, the amount will be charged fro the card. Otherwise, the order will be canceled.

9. Can I receive an invoice to my company?

Yes, you can. All you need is to select the option for “company” when providing your personal data and fill in the relevant fiscal data requested by us.

DELIVERY

10. Can I track the status of my order?

Yes, you can. After receiving the confirmation of your order, you will receive a notice to certify that the order is being shipped. You will be given a locator number that enables you to track the shipping at any time via the website www.correos.es. If you need any further information, please contact our customer service department.

11. How can I cancel my order?

You may cancel your order provided that the status for the same allows you to do so. It may well be before you receive the email confirming that the shipment process has started. In order to cancel, please contact our customer service department.

12. What should I do if I receive a faulty or incorrect item?

If you were to receive by mistake any item that you had not ordered, or or if it has any fault or defect, please contact our customer service department.

13. How long will it take for my order to be delivered?

Delivery time will depend on the destination. Orders served within Spanish territory are delivered using the postage parcel model 48/72 and the estimated time for delivery is between 48 and 72 working hours. Orders delivered inside the European Union use the 'economic international parcel' and are estimated to take between 8 to 10 working days. For other international destinations, it will depend on each individual country.

14. How much will I pay for shipping costs?

Standard shipping costs are 4 €.

15. What is the procedure to collect a delivery?

The delivery will be sent to the Post Office of Reference closest to the destination address. The Postal Service will notify its arrival by means of a notice deposited at the addressee's mailbox.

EXCHANGES AND RETURNS

16. Can I exchange an item that I have purchased?

Yes, you can. Exchanges can be made for size and/or color for the same SKU or to replace another item. The exchange process must be started within 15 working days after receiving the order, and the customer shall bear the shipping costs incurred in such process.

17. What should I do to return an item?

• In order to proceed to return an item you must first notify us by contacting our customer service department.
• You must download, fill out and send us the corresponding withdrawal document. 
• You must send us the item/s via the Spanish Postal Service (Sociedad Estatal de Correos y Telégrafos) using the parcel model that enables to record and trace the contents and their value all the way to its destination.

18. What is the time frame in order to proceed to return an item?

The time frame to proceed to return any item is a period of 30 calendar days from receipt of the notice for its return.

19. Do I have to pay for returning an item?

The customer must bear the shipping costs incurred by this process.

20. When will I be refunded for a return?

After having accepted the return (the item/s must be in a perfect state and retain their inner labels) you will receive a confirmation email stating that the relevant amount will be refunded to your account in a few days. Please remember that the credit to your account will depend on your bank.