- CAN I PLACE AN ORDER WITH YOUR PRODUCTS IN DIFFERENT LANGUAGES?
- HOW LONG DOES DELIVERY TAKE?
- HOW CAN I BE SURE MY PURCHASE HAS BEEN COMPLETED PROPERLY?
- I HAVE NOT RECEIVED THE ORDER CONFIRMATION E-MAIL. HAS MY ORDER BEEN PROCESSED?
- HOW CAN I FIND OUT THE STATUS OF MY ORDER AT ANY PARTICULAR TIME?
- CAN I CANCEL OR REMOVE AN ITEM FROM MY ORDER?
- HOW CAN I RETURN AN ITEM OR AN ORDER?
- HOW LONG DO I HAVE TO RETURN MY ORDER?
- CAN I CHANGE MY DELIVERY DETAILS AFTER I HAVE PAID FOR THE ORDER?
- WHAT SHOULD I DO IF I HAVE RECEIVED A DEFECTIVE OR INCORRECT ITEM?
- HOW CAN I CONTACT CUSTOMER SERVICE?
- I NEED AN INVOICE
- WHICH COUNTRIES CAN I SHOP ONLINE FROM?
- PRODUCTS THAT ARE ‘TEMPORARILY OUT OF STOCK’
- WHAT PAYMENT METHODS DO WE OFFER
- MY PAYMENT HAS BEEN REJECTED. WHAT CAN I DO?
- ARE THE ONLINE STORE AND PHYSICAL SHOP PRICES DIFFERENT?
- DO I HAVE TO CREATE AN ACCOUNT IN ORDER TO SHOP WITH YOU?
- WHERE CAN I SIGN UP FOR THE NEWSLETTER?
- HOW DO I UNSUBSCRIBE FROM THE NEWSLETTER?
- WHERE CAN I FIND A PHYSICAL STORE THAT SELLS YOUR PRODUCTS?
- I WANT TO SELL YOUR PRODUCTS OUTSIDE OF SPAIN. HOW CAN I CONTACT YOU?
1. CAN I PLACE AN ORDER WITH YOUR PRODUCTS IN DIFFERENT LANGUAGES?
If you would like to purchase our products in different languages in the same order, please send us an email at email@example.com letting us know what products you want and we will reply as son as possible with a personalised link which will help you to place your order easily.
2. HOW LONG DOES DELIVERY TAKE?
When we have handed the goods over to the delivery company, they will send you an SMS or email 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.
During promotional periods delivery may take a little longer than usual.
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.
3. 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.
4. 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.
5. HOW CAN I FIND OUT THE STATUS OF MY ORDER AT ANY PARTICULAR TIME?
Orders are generally processed within 24 hours. When they leave our warehouse you will receive an SMS or e-mail from the 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.
6. 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. 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.
7. 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.
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.
8. HOW LONG DO I HAVE TO RETURN MY ORDER?
We have extended the return period from 15 to 30 the calendar days, this is counted from the date of receipt of the product (article 71 of Law 3/2014 of March 27th). Remember, the following rules apply to a product you are returning:
- a. It must be in the same condition as it was delivered in and must have its original packaging and labelling.
- b. You must send us the product/s through a method that ensures we receive it/them in good condition.
- c. You must put the delivery note you received with the order in the return package and state which products you are returning.
9. 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.
10. 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.
11. 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 004402034993987. Our customer service timetable is Monday to Friday 9 am to 3pm (Spain time zone).
12. I NEED AN INVOICE
To obtain an invoice for your order, write to email@example.com, stating your full invoicing details, the number of the order you placed and the e-mail address you want the invoice to be sent to. You will receive the invoice by e-mail within a few days.
13. WHICH COUNTRIES CAN I SHOP ONLINE FROM?
We currently deliver to the following European countries: Germany, France, Italy, Luxembourg, the Netherlands, Portugal, Spain, the United Kingdom, Denmark, Sweden, Greece, Ireland, Belgium, Austria, Finland, the Czech Republic, Bulgaria, Croatia, Latvia, Lithuania, Estonia, Romania, Hungary, Slovenia and Slovakia.
However, if you purchase our products from the UK website, we only deliver to UK addresses.
14. PRODUCTS THAT ARE ‘TEMPORARILY OUT OF STOCK’
If you would like to be informed of when a product will be available again, all you have to do is activate the stock alert provided with each product; then, when we have it back in stock, we will send you an e-mail notifying you.
15. WHAT PAYMENT METHODS DO WE OFFER
The forms of payment accepted by Mr. Wonderful are PayPal, cards and Amazon Pay. A payment method may be temporarily deactivated due to a computer incident. If that is the case, please choose another payment method.
16. MY PAYMENT HAS BEEN REJECTED. WHAT CAN I DO?
Your payment may be rejected for one of the following reasons:
- a. The card may have expired. Make sure your card's expiry date has not been reached.
- b. You may have exceeded your credit limit. Check with your bank to make sure your card has not gone over the purchasing limit allowed.
- c. One of the details you entered may be incorrect. Make sure you have correctly filled in all the necessary fields.
17. ARE THE ONLINE STORE AND PHYSICAL SHOP PRICES DIFFERENT?
Mr. Wonderful has a recommended retail price for each product, which is the price shown on our website. When our products are distributed through independent shops, they may choose to sell them at the recommended prices or change the prices. If you have any doubts, look on our website and you can see the recommended retail price there.
All of our products have a two-year (2-year) warranty when the damage or defect is attributable to us. If you are returning a product for reasons attributable to Mr. Wonderful (a defective product or a product that does not match the SKU you purchased), Mr. Wonderful will pick up the product and exchange it for the correct one and will bear the costs of returning and exchanging it.
In order to handle the incident, we need you to report it by e-mail firstname.lastname@example.org, stating the reason for the incident, the order number (this is essential in order to locate the purchase), the delivery note and photos of the damaged or incorrect products so we can assess the situation.
Once you have received this information, we will contact you to tell you the steps to take. You must inform us of the product's non-conformity within two (2) months of becoming aware of the defect.
You must have the receipt in order to exercise the warranty right. If it is not objectively possible to replace the product with another of the same kind, Mr. Wonderful will return the price you paid for it. Our warranty does not cover:
- a) Negligent or violent use of the product.
- b) Injuries arising from manipulation or alteration of the product.
19. DO I HAVE TO CREATE AN ACCOUNT IN ORDER TO SHOP WITH YOU?
When placing an order, you have the option of registering or completing your purchase without registering.
20. WHERE CAN I SIGN UP FOR THE NEWSLETTER?
You can sign up for our newsletter on our homepage http://www.mrwonderfulshop.com/. All you have to do is enter your e-mail address and accept the terms and conditions.
21. HOW DO I UNSUBSCRIBE FROM THE NEWSLETTER?
At the bottom of any newsletter e-mails you have received there is an option to unsubscribe.
22. WHERE CAN I FIND A PHYSICAL STORE THAT SELLS YOUR PRODUCTS?
This link shows you all the stores that distribute our products and their contact details. Bear in mind that not all stores use the same reference numbers so if you are looking for a specific product you can contact the store you are interested in and ask them directly.
See our points of sale here.
23. I WANT TO SELL YOUR PRODUCTS OUTSIDE OF SPAIN. HOW CAN I CONTACT YOU?
If you would like to be a distributor of our products, please send an e-mail to email@example.com or fill in the form you can find here.