Order issues
My order hasn't been delivered yet.
If your order hasn’t been delivered it can be for several reasons.
First, please check your estimated delivery date in your customer account or in your Order Confirmation email (please allow until this date for your order to arrive). If the estimated delivery date is later than today’s date, don’t worry, everything is going as planned and you should receive your products shortly.
My order hasn’t been dispatched yet:
Once your order has been dispatched we will send you an email with a link so you can track it. Pay attention!
In case the closing date has passed and you haven’t received your order yet, we will contact you as soon as possible. However, if you have any question, please feel free to contact us first.
My order is in process:
If your order is in process it is because it is still in our facilities and is being prepared for shipping. The duration of this state (“in process”) can be anywhere from 1 to 10 days depending of the items you ordered. If it is more than 10 days then this could indicate an unusual incident.
In this case we will inform you as soon as possible. Be sure to check your email as we may have already sent a message regarding this problem. If you have any questions you can contact us first.
Once your order has been dispatched we will send you an email with a link so you can track it. Pay attention!
My order is in shipping:
If your order is “in shipping” then you will receive your order promptly. You will receive a shipping confirmation email from our warehouse once your order is on its way; simply click on your tracking link in the email to view the up to date tracking.
Your order can be delivered from 8:00 am to 8:00 pm from Monday to Friday (except holidays).
Problem in Customs
For orders outside Europe there may be customs withholdings. If you receive an email where you are notified that your order has been withheld at customs, do not worry, we will help you. Contact our Customer Service. You must provide the following information so that your order can be released:
- Name of the company or person
- Address of the company or address
- CIF / DNI
Once this data is obtained, we will issue an invoice sent via email. You will also be asked for the guide number of your order, we will provide this for you along with the invoice.
Modify my order
You can modify your purchase as long as your package has not been shipped. If the order has already been shipped, you will not be able to modify it.
To modify the order you have to contact our Customer Service and provide the reference of the product you want to add or remove as well as the number of units.
You will find the product reference in the "Description" section of the article. For example: Ref: 287429837928
When we have received your request, we will make the modification.
We inform you that a modified order changes the order number and the estimated delivery date, do not worry, we will provide you with this new information.
What happens when I change my order and the resulting amount is less than the initial?
If your modification consists of eliminating an item we will refund the price of this through the same method of payment used during the original purchase.
What happens when I change my order and the resulting amount is higher than the initial?
If your request is to add products, then we will do the modification for you and we will send an email with an attachment to a payment link in order to pay the difference. Once the payment is made,your modification will be completed.
Cancel my order
You can cancel your order at any time before it has been shipped from our warehouse.
To cancel your order you must contact our customer service and request it.
The amount of the order will be refunded through the same method of payment used at the time of purchase up to 14 days from the moment of cancellation.
How do I know if my order has already been shipped?
You can check the status of your order by accessing your client account (ENLACE). If your order appears as “processing” it is in our facilities and is being prepared for shipping. This can take between 3-4 days, if it surpasses this time period please contact our Customer Service.
Once your order leaves our warehouse, we will send you an email with a link with which you can follow the package.
If you have not received this email you can contact us and we will provide this data immediately to you.
I received a damaged product
In this case, you will have to provide a photo archive showing the broken part or parts of the product you have received. Specifically, we would need the following pictures:
1) Picture of the condition of the affected material.
2) Picture of the box including the sticker of the transport agency.
When we receive this information, we will contact you to resolve the problem.
I received an incorrect product
Please send a photo file that shows the product you have received. Specifically, we would need the following pictures:
- Photo of the product you have received.
- Photo of the barcode of the article in question.
- Photo of the box including the sticker of the transport agency.
An item from my order is missing
The shipment consists of two packages
In some cases the delivery of your order is made in two shipments due to the content of the merchandise. If your order has been sent separately check the delivery note. The delivery note will have the list of items that are supposed to be sent in this package.
Lack of availability of some product
You may not receive a product of your order due to lack of stock. In this case we will email you informing you of this problem. The eliminated product will be paid to you through the same method of payment used at the time of purchase.
Logistic error
It may be the case that an error occurs in our facilities and a product is therefore missing. In this case, you must inform us which product you have not received. We will need a photo of the delivery note of the shipment, which you will find in the box in which you received the order. Once we receive this information we will refund you the corresponding amount of the product that was not received.
I bought a product but now it has a different price on the web
As an online business, we act much faster in adjusting our prices in response to market trends, stock and customer demand when comparing to a non-ecommerce businesses.
Therefore, prices can rise and fall day by day. For this reason, price variations are non-refundable.
Missing parts of a product
To help you resolve this issue we will need you to make a brief description of the missing piece (s). The instruction manual received with the product will have numbers of the parts that come with the product and these numbered parts must be stated and sent to us.
In this case we will contact the brand of the product and have them send the missing pieces to you so that you may enjoy the product as soon as possible. The management deadlines for this incident can vary between 10 to 20 days.
As soon as you file this report, a member of our Customer Service team will contact you shortly in order to resolve your case.
