Help centre

Need help? Select what you need help with or check out our frequently asked questions below.

FAQs

Answers to common purchasing queries

Ordering and shipping

How long does it take to receive my order?

The estimated delivery time for Spain is 24/48 working hours, for the rest of Europe is 2/5 days.

How do I create an account?

You can create a customer account in the "My account" section.

How do I change my shipping address?

If you need to change your address you can do so in the "Addresses" section of the "My Account" panel.

How do I track the status of my order?

When we send an order you will receive a email with the tracking so you can check the status of your order.

Will you keep my credit card information on file?

We never store credit card details or payment methods on our server. Alternatively you can save your payment details on the payment platform Stripe or PayPal.

Do I have to pay sales tax?

All prices on our website include taxes.

Do you ship to my country?

We currently ship to Spain, France, Portugal, United Kingdom, Ireland, Netherlands, Belgium, Austria, Italy and Germany.

Will my items come in a package?

Normally orders are placed in one package, but depending on the order and logistic conditions it is possible that orders are placed in several packages.

If you need to exchange an item

Returns and exchanges

What is the return policy?

You can consult our return and exchange policy on the following page "Returns and Exchanges".

I received the wrong item

If you have received the wrong product we need you to let us know by creating a support ticket, a specialised agent will contact you.

My order arrived damaged

If you notice any damage to your package, you should make a note of the damage at the signature with the delivery person. After that send us a ticket and tell us what has happened.

Where should I send my authorised return?

To make a return, go to the returns section and start the process by filling in all the details, the platform will indicate all the steps to follow.

How do I receive customer support?

For any support or customer service needs, please send us a ticket and we will get back to you as soon as possible.

What do I do if I entered an incorrect shipping address?

If you have entered the wrong address, please send us a ticket immediately, we will try to change the address as long as the package has not yet been shipped.

Can I change or cancel an order after it has been shipped?

If you need to exchange or cancel an order, please send us a ticket immediately, we will try to make the exchange or refund as long as the package has not been shipped yet.