1. How long does delivery take?
We have different delivery options. Depending on the option you choose, your order may take a longer or shorter time to deliver. Once you have confirmed your purchase, we take 24 to 48 hours (on working days) to hand it over to the selected courier service.
When we have handed the goods over to the delivery company, they will send you an SMS or e-mail stating your delivery's tracking number. In this way you can check the status of your order at any time with the delivery company.
Deliveries generally tend to take around 5 to 10 working days to arrive at your home after you have confirmed your purchase. We cannot accept responsibility for any delivery delays caused by the courier service selected; however we seek to ensure that the options we offer are trustworthy and provide a good service.
You can check your order status by entering the reference number on this page.
2. How can I be sure my purchase has been completed properly?
When you purchase from our online store, a message will appear stating your order number and confirmation that the purchase has been successfully completed. You will also be sent a confirmation e-mail to the address you stated when you made the purchase containing the details of the order placed.
3. I have not received the order confirmation e-mail. Has my order been processed?
If you have not received the confirmation e-mail but you saw the message containing your confirmed order number in the online store and you have been charged, you can be certain that your order has been successfully processed. The reason you have not received the e-mail may be that there is an error in the address, the e-mail has been mistakenly sent to your spam folder or there has been a computer problem on our side when sending the confirmation e-mail. You will receive your order without any problems.
If you have not been correctly charged, you can contact us at firstname.lastname@example.org and we will personally confirm your order status.
4. How can I find out the status of my order at any particular time?
Orders are generally processed within 24-48 hours. When they leave our warehouse you will receive an SMS or e-mail from the selected delivery company, telling you that your order is now in their hands. You can use the tracking number to find out what stage your order is in at any time.
5. Can I cancel or remove an item from my order?
Once the order has been confirmed, it goes straight to the warehouse, where it is processed within 24-48 hours. Because we process orders so quickly, we are unable to process cancellations or changes to items. However, you can always return the order or item once it has arrived.
6. How can I return an item or an order?
If you have changed your mind, you can return your order to us. Write to email@example.com, stating your order's identifying details. We will reply telling you the steps you need to take. Remember, you have 14 days to return your order.
In order to return an item, it is very important for the product to arrive at our warehouse correctly identified. In order to do that, you must put the delivery note provided with each order inside the return package and state which article you wish to return.
7. How long do I have to return my order?
You have a right to reject the order, in whole or in part, within 14 calendar days of receiving it. Remember, the following rules apply to a product you are returning:
- It must be in the same condition as it was delivered in and must have its original packaging and labelling.
- You must send us the product/s through a method that ensures we receive it/them in good condition.
- You must put the delivery note you received with the order in the return package and state which products you are returning.
8. Can I change my delivery details after I have paid for the order?
If we are still processing the order we generally can make a change to your details; if the delivery company already has your package, it is likely they will be able to process it but they may charge you extra to do so.
9. What should I do if I have received a defective or incorrect item?
In the unusual event we have sent you the wrong product, please write to firstname.lastname@example.org with photos of the product you received and the delivery note. In the e-mail subject state the number of the order you placed, so we can process it and provide you with a solution as soon as possible.
If, on the other hand, the item you ordered is broken or defective, please write to email@example.com straightaway to find out if it is covered by the warranty. It is important to read the Help or Terms and Conditions of Sale sections to find out all the necessary information about the warranty.
10. How can I contact customer service?
You can contact us by e-mail at firstname.lastname@example.org
You can contact us by telephone on (0034) 93 159 46 40. Our customer service timetable is Monday to Friday, 8am to 8pm.
Last update: November 2016