· What are the shipping fee and delivery timeline?
Orders are processed and dispatched within 24-48 hours from our studio located in the amazing city of Barcelona.
Domestic orders are shipped via Correos and are delivered in 24-72h depending on the selected service. The shipping fees can be found detailed at the shipping policy page as well as shown during the checkout process.
We ship internationally via Correos and the shipping fees vary according to the destination country. They can be also found detailed at the shipping policy page as well as shown during the checkout process. The estimated delivery times vary depending on the region but generally it will take 3 to 10 working days for mail items to reach recipients for most destination cities (subject to delay due to mail processing, flight availability, progress of customs clearance and aviation security check).
· Which postal company will deliver my package?
The service in the destination country relies on the local postal operator.
The mail carrier will provide one to two attempted delivery and will redirect the packet to a pickup location if the delivery attempt is unsuccessful (always depending on the destination and subject to change according to the actual situation).
We highly recommend all customers trace their orders regularly until delivery since the unsuccessful delivery notification card is not always provided by the postal courier and parcels will be returned to the sender if not claimed for a period of time.
· How do I track my order?
A tracking number will be sent to you as soon as the order is fulfilled. If you haven't received a shipping confirmation email with a link to check your order status, please kindly check your junk folder, it might have been wrongly labeled as spam.
All shipments can be fully tracked from beginning to end through the local postal operator's website at the destination or by logging in to your customer account and visiting the order status page.
Find below who are the postal operators of the major destinations:
Spain - Correos
France - La Poste
Germany - Deutsche Post
United Kingdom - Royal Mail
Netherlands - PostNL
United States - USPS
Canada - Canada Post
Australia - Australia Post
· Will I be charged duties, taxes and any other fees?
Orders shipping within the European Union will not incur any additional duties, taxes, or fees.
Mail items outside the European Union are always subject to customs examination in the destination countries hence customs authorities may impose duties/taxes and related charges on the items under the local legislations of respective countries.
It is the responsibility of the recipient to settle the charges for customs clearance. Please note that we are unable to advise the amount of what these fees might be, if applicable at all, as they vary by country. For more information, contact your local customs office.
Keep in mind that we are not able to provide a refund for duties and taxes paid upon delivery. Should you decide to deny the shipment due to duties and other fees, the package will be returned back to us and you will be refunded for the order after deducting the return shipping fee and handling costs.
· I have placed an order but have not received the confirmation email
When you place an order on our website, a confirmation email will be automatically sent to the mail account you have provided during checkout. If you have not received it, please kindly check your junk folder, it might have been wrongly labeled as spam. Even so, if you cannot find it, please reach out to us at email@example.com with your name and order number so we will be able to locate your tracking details.
· Can I cancel or change my order?
If you wish to cancel or make a change to your order, please reach out to us at firstname.lastname@example.org within 24 hours of placing the order.
Kindly note that we endeavor to fulfill your order as quickly as possible so we will not be able to cancel or update your order if it has been already processed. Please, confirm your shipping address before finalizing checkout as we don't refund shipping costs for shipments that are returned to us due to an error in the address provided.
· My order is marked delivered, but I haven't received it. What can I do?
Mail/package theft incidents are unfortunately still happening nowadays. If you tracked your shipment, it's marked delivered but you didn't receive it, there are a few things you could do.
- Check if a card has been left in your mailbox or under your door to let you know that the delivery person has left your parcel somewhere safe.
- Contact your local post office for help locating the package (it could accidentally have been delivered to your neighbours). Provide them with the tracking number, shipping service name, and your shipping address.
- File a formal complaint with the shipping company which will help to further investigate and track down the crime.
· I have received a damaged, faulty or wrong product
In the unfortunate event that you receive your order and the item is faulty/damaged, please contact us within 3 days of the delivery of the package. We will require pictures in order to fill out a complaint with the postal courier if damaged or the supplier if faulty.
A replacement will be shipped unless the item is out of stock, in that case, a refund will be issued.
We prepare your orders extremely carefully but mistakes might occur. If you have received a different item than what you ordered, please contact us within 3 days of the delivery of the package.