Shopping guide

In this guide you can find out all about delivery times, returns, shipping rates, orders, cancellations, payment methods, etc. We advise you to read this complete guide carefully before taking any action in order to know all the aspects related to purchases, payments, shipments and returns.

Shipping costs

How can I find out the shipping costs?

We work with Amazon’s integrated logistics service to offer the best delivery times for our products at the best price. All our products are located in Amazon’s warehouses around the world to ship as close to your location as possible, which is why delivery times will be the same as local shipments.

You can check the shipping prices and delivery times in the table below

Zone Shipping costs Free shipping from Delivery time*
Continental Europe** 3,99€ / £3,99 30€ / £30 2 to 5 days
Canary Islands***, Balearic Islands, Ceuta and Melilla (Spain) 9,99€ 50€ 2 to 10 days
North America**** $3,99 $30 2 to 5 days
  • *Delivery times: these are approximate working days, we will make every effort to deliver orders in the shortest possible time, even less than the times shown in this table.
  • **We ship to the following countries in Europe: Germany, Spain, France, Holland, Italy, Poland, United Kingdom and Sweden.
  • ***Shipments to Spain (Canary Islands): are subject to payment of import duties and taxes and / or local customs, Canary Islands General Indirect Tax (IGIC) and / or customs handling charges (DUA).
  • ****We ship to the following North American countries: Canada, United States and Mexico.

Delivery times

Will I receive my order quickly?

Yes, many of our shipments are received within 2-5 business days after receipt of payment. Depending on the location of our partner logistics warehouses, these delivery times may vary, but normally do not exceed more than 7 days.

How long will it take for my order to arrive?

Your order will be delivered within 2 to 5 working days, depending on the country of shipment, shipping method and geographical location of the warehouse of origin. Occasionally, there may be delays due to reasons beyond our control (accidents, traffic, strikes…). Once the items are ready to be shipped, we will send you an email to inform you that your order has been shipped with the tracking code so that you know at all times where your order is.

Where is my order if it is delayed?

If you do not receive your order within 14 working days or more after you have made your payment, contact with us (please provide us with your name, email, order number and telephone number) and we will resolve the problem as soon as possible.

What happens if I am not at home when my parcel has arrived?

The courier will come 2 to 3 times to your delivery address to deliver the package (depending on the carrier). If you are not at home at the time the package has arrived and the courier cannot leave the package with someone else in their care or somewhere safe, the courier will leave an email or phone call for you to contact the courier office to pick up your package at the office closest to your location.

What happens when my order has been returned because it could not be delivered?

It is possible that the package has been returned to us because the courier was unable to deliver the package to your address. In this case, we will contact you to see if you would like to receive it at another address or refund the amount of your purchase. If the package could not be delivered within 2 weeks, it will be returned to our warehouse.

For what reasons has my parcel been returned?

If your parcel has been returned it may be for the following reasons:

  • The address is incorrect.
  • No one has been able to pick up the package during the 2 week period.
  • The package has been refused by the customer.

Is it possible to cancel an order when it has already been shipped to the customer?

Once your order has been shipped, there is no possibility to cancel it. Once shipped, orders cannot be cancelled. If you want to cancel an order before it has been shipped, we will refund your money, including shipping costs. In the event that you wish to cancel your order it is very important that you contact us the same day you place the order through our contact form.

Why do the packages come in a box with the Amazon logo on it?

We work with Amazon Multichannel Logistics to be able to offer a global logistics service in the shortest possible time. All our products are in Amazon warehouses around the world, which is why our packages carry the Amazon logo as they are shipped from their warehouses, but are not sold by Amazon.

Payment methods

Which payment methods are accepted?

We offer you several payment methods:

  • Payment by credit/debit card: If you choose to pay by credit/debit card, the order will be processed when it has been authorised by your bank. Online payment by credit card is made through the “Secure Socket Layer” security system , which encrypts your bank details when they are transmitted over the Internet. We accept American Express, Visa and Mastercard cards registered in the secure payment system Verified by Visa.
  • Payment by PayPal: PayPal allows you to pay directly without communicating your financial data over the Internet. PayPal automatically encrypts confidential data with the help of the best technologies available on the market.
  • Payment by iDeal: A widely accepted payment method in European areas such as the Netherlands, Belgium or Germany. For our customers in Central Europe we offer this popular and secure online payment system.
  • Apple Pay and Google Pay: If you prefer to use the payment methods provided by Apple and Google in our online shop it is possible to pay via these payment methods.
  • Payment with bitcoin: If you want to use your BTC to make your purchase, we have 100% secure and reliable payment gateway so you can use your cryptocurrencies.

Is it safe to use my credit card on this website?

Yes, all purchases you make on our website are 100% secure. We pay the utmost attention to the security of online payments. Your bank details are protected and encrypted by the most advanced technology, we use the Stripe payment gateway. Your bank details are sent to our server in encrypted form via SSL (Secure Socket Layer) and transmitted in a completely secure environment to our bank. We do not record this data at any time.

When I place an order I get a payment error message, what is the reason?

Please check that your credit card number and expiry date are correct. Also, please note that we accept Visa, MasterCard, American Express and Maestro cards for credit card payments.

Nowadays banks use 2-step security methods, where you have to enter a code that the bank sends to your mobile phone in order to make the payment. If you have problems receiving the security code from your bank, you may need to register your phone with your bank.

Other times, your bank may hold the money on your card for a security time, to make sure you really want to make the purchase. This is especially common if you don’t shop online very often; if you have tried to make several purchases in a short period of time; or if your card is very new.

We recommend that you call your bank to notify them that you have tried to shop online. This way they can confirm your identity and enable its use. In any case, if the error messages are coming from your bank and not from our shop, we recommend that you call your bank first for more information.

Do the items already include VAT?

Yes, all item prices are shown with VAT and you will not have to pay any extra charges in the checkout process.

Do I have to pay anything when I receive my order?

Here is everything you need to know:

  • For customers in the European Union and North America: NO! All charges will be indicated in your shopping cart before checkout and will also include shipping and handling and other charges.
  • Exception for Insular Spain: There are some additional charges for the Canary Islands, Ceuta, Melilla etc. (Additional charges must be paid to the local authorities).
  • For customers outside the European Union: The prices indicated for shipping costs do not include possible additional costs for customs and taxes, which in any case, will be paid at destination by the recipient of the goods.

How do I know that the payment has been accepted?

Once we have received your payment, we will immediately send you a confirmation email and the shipping process will begin. If there are any issues with the payment, we will contact you via the email address you provided during the order process.

Returns and refunds

For what reasons can I return an item?

If you are not satisfied with any of the products you have purchased, you may return them for a refund of the price of the returned product within 30 calendar days of delivery of the products. Products must be returned within 30 calendar days of receipt. Products must be returned in their original box and packaging and must not have been used.

Can I return items that are not the size I want and is it free of charge?

Only if we have made a mistake when sending you the product, the return and replacement costs will be at our expense, on the other hand, the shipping costs will be at the buyer’s expense. Remember that the returned product must be new, unused and in its original box or packaging with the original labels and within 30 calendar days after receiving the package.

How to prepare the package to start the return process?

In order to return your order correctly, the steps to follow are very simple:

  • Step 1: Print the return shipping label (*This label will be provided to you when you contact us stating the reasons for your return via our contact form).
  • Step 2: Print the shipping authorisation slip, this is a form containing a barcode and a description of the items being returned. The receipt must be included in the return package with the rest of the items (*This receipt will be provided to you when you contact us stating the reasons for your return via our contact form).
  • Step 3: Pack the products you wish to return securely in a box. *Do not forget to include the return slip inside the box.
  • Step 4: Stick the label on the parcel covering any previous shipping address or barcode to avoid confusion.
  • Step 5: Send the parcel from your local post office or nearest carrier.

*Important: Remember that the shipping costs are paid by the buyer as long as the reasons for which the product is returned has not been the responsibility or error of the seller, in this case the shipping costs will be paid by the seller once we have received the returned product and checked its correct condition.

How do I know that my return has been received?

Packages normally arrive at the warehouse within 2 to 10 working days depending on the country of origin. Packages are opened on a first-come, first-served basis. We try to keep delays to a minimum, but your return may take 2-3 working days after receipt.

Can I exchange one product for another?

The product must be returned in its original box or packaging with all its labels. The product must not have been used, must be in perfect condition and with all documentation included.

In case of exchange, the buyer will have to pay the cost of the return. Once the goods have been returned to the warehouse and we have checked that all the above conditions have been met, the product will be accepted for return and a refund will be made in accordance with the method of payment used:

  • If you paid by credit card, the amount will be credited to the same credit card.
  • If you paid by PayPal, the amount will be credited to the same credit card.
  • For other payment methods, please contact us.

How will I receive my refund?

Once we have received and checked the condition of the product and managed the return, we will proceed to refund your money according to the payment method you have used. You will receive the money in your account in approximately 4-10 days depending on the payment method and bank.

What do I do if I have received the wrong item?

You can return the product to us within 30 calendar days from the date of receipt. It is very important to remember that you only have 30 calendar days to let us know by contacting us via our contact form.

What should I do if I have received a faulty item?

All products sold are guaranteed for 2 years. You can return a defective product by contacting us via our contact form.

How should I prepare the package for return?

In order to be able to return an order, please make sure that it meets all the requirements:

  • Be within the established deadline: maximum 30 calendar days from receipt of the order.
  • Contact our Customer service via contact form to communicate your decision.
  • The product must be in its original packaging and perfectly packed to avoid damage during transport.
  • The product must be in perfect condition and unused.
  • The product must be sent with all the documentation and accessories included.
  • The product must be accompanied by the proof of shipping authorisation that we will provide you with via email.

How long will it take for my return to arrive?

It normally takes between 2 and 10 working days to reach the receiving warehouses depending on the country of origin. We try to keep the delay to a minimum but your return may be handled within 2-5 working days of receipt.

Ordering and tracking

How do I know where my order is at all times?

Once you have placed your order, we will keep you informed at all times via email and mobile phone, so it is important that you enter your information correctly. To know the status of your order, we will send you a tracking code so that you can track where it is in each phase of the shipment. To know this information, we provide you with this web page where you can include the tracking code and be able to know the status of your order. We remind you that we work with Amazon’s Multichannel Fulfillment (MCF), and they are the ones in charge of sending the packages to the indicated address.

Is it safe to place an order on this website?

All purchases you make on our website are 100% secure. We pay the utmost attention to the security of online payments. Your bank details are protected and encrypted by the most advanced technology, so it is much safer to send your details to the banks secure server than to pay at a petrol station, restaurant, etc. Your bank details will be sent to our server in encrypted form via the SSL (Secure Socket Layer) protocol and transmitted in a totally secure environment to our bank. We do not record this data at any time.

How can I see what I have in my shopping basket?

To view the contents of your shopping cart, go to the top right of the website, you will see a shopping cart icon, click on it, and you can access your cart and view all the items you have added at the moment

How can I change the quantity of an item in my basket?

You must first click on the shopping cart icon at the top right of your screen. This will allow you to see all the items you have chosen and the quantities you want of each item. To change the quantity of a particular item, click the + button next to the product name to increase the quantity of items added, and the – button to subtract. Once you have made the change, you will see the price in the cart update.

Why is the product on sale that I added to my shopping cart yesterday, no longer discounted?

Having the product in your shopping basket does not guarantee that you can buy it at a discounted price if the offer has expired. If you add a product to your shopping basket when it is on sale, the price will also change when the offer expires. We recommend that if you see an item you are interested in, you make your purchase as soon as possible.

How do I know that the order has been placed correctly?

After completing the checkout process, an order confirmation will appear on your screen with all the details of your purchase, your delivery address and the items you have chosen. Please print your order confirmation as a receipt. You will also receive an order confirmation by email, which will be proof that we have received your order(please make sure you have entered your email address correctly so that we can send you the order confirmation).
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