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Orders
> How do I place an order?
Posted: May 23, 2018 in Orders
The first thing you have to do is register on the website (above in "log in"), you can only do this if you are over 18 years old. Once registered you have to "add your first address", real name and surname (no nicknames or diminutives or you will NOT receive your order), address (street, number, floor, door...), select your country from the list (if it does not appear is that we do not ship to your country, we do not ship to most American countries), and add the rest of the data requested by the form, click on save.
In the menu on the left you can see all the categories available in the shop and in the top area you have a search engine, add to the cart the items you want to buy and click "confirm", select the delivery address (if you have several), the carrier, accept the general conditions of sale, select the payment method and confirm your order.
> How do I delete my user account and all the data associated with it?
Posted: Feb 29, 2024 in Orders
You have to log in, go to "My account", on the left hand side under "My alerts" you have to click on "Account information GDPR" and on that page click on "Delete account".
You can also send us an email and we will do it for you.
Products
> Can you notify me when a product is back on stock?
Posted: Mar 14, 2017 in Products
In the product description, under "This product is no longer available" you have a field to enter the email and just below a "button" that says "Notify me when it is available".
> How much does a particular item cost?
Posted: May 2, 2018 in Products
All prices are published on the website, search for the item and you will find the price.
> A product takes time out of stock, when will you have it back in stock?
Posted: Mar 14, 2017 in Products
If it takes time out of stock, is that our suppliers do not have it, we replenish our stock every week.
> I'm looking for a specific product, can you supply it?
Posted: Mar 14, 2017 in Products
If it’s not listed on our website, we do not have it on stock.
> I want to buy large quantities, can you give me a better price?
Posted: Oct 13, 2021 in Products
No, we do not dedicate ourselves to the wholesale, prices are public and equal for all customers.
Payments
> Can you give me a discount bonus?
Posted: Mar 14, 2017 in Payments
No, we do not make personalized discounts, you get discounts for your purchases and valuations from previous orders.
> The payment with card does not work, it gives me "payment error"
Posted: Mar 7, 2017 in Payments
Please read the information in the following link.
You have to talk to your card issuer, there is nothing we can do to solve it.
> I do not see some payment method when I will finish the order
Posted: Oct 13, 2021 in Payments
If any of the methods of payment described above does not appear, we do not accept that method of payment for your country.
> Can I use a payment method other than those described above?
> What methods of payment do we accept?
Posted: Mar 6, 2017 in Payments
We accept credit cards (only VISA and Mastercard, prepaid, gift and other cards are not valid, neither are those that are not "secured") and bank transfer (only some countries).
> What are the details of your bank account?
Posted: Mar 7, 2017 in Payments
If you select payment by bank transfer, you will receive an email with all the necessary data to be able to make the payment by bank transfer.
Shipments
> Can I collect my order from somewhere other than my home address?
Posted: Nov 11, 2019 in Shipments
Yes, we can send your order to a NacexShop or UPS point. In order to select a collection point, you have to add a delivery address in your user account. Based on the address you have added to your account, you will be shown the offices available to collect your order closest to that address. When you go to finalize your order, you have to select as carrier Nacex Shop or UPS Access Point (options not available for all destinations), a drop-down will open in which you have to choose where to pick up your order.
Function currently disabled for Nacex, to send your order to a NacexShop point, you have to find the collection point in this link and when you place your order give us the complete and exact address of the same: https://www.nacex.es/irCerca.do
> Do you ship orders to my country?
Posted: Nov 4, 2019 in Shipments
If your country is not on this list, we DO NOT ship to your country, and no, we do not make exceptions.
Austria
Belgium
Canada
Croatia
Cyprus
Czech Republic
Denmark
Estonia
Finland
France
Germany
Greece
Hong Kong
Iceland
Ireland
Italy
Japan
latvia
Lithuania
Luxembourg
Malaysia
malt
Netherlands
New Zealand
Poland
Portugal
Romania
Russia
San Marino
Saudi Arabia
Serbian
Singapore
Slovakia
Slovenia
South Africa
Spain
Sweden
Ukraine
United Arab Emirates
United Kingdom
> What if my order gets returned?
Posted: Mar 14, 2017 in Shipments
Once your order has been returned to us we will contact you and we will offer you a reshipment or a refund of your order total excluding the shipping and returns costs. If you would like us to reship your order you’ll have to pay the shipping-costs for this reshipment.
> Do you ship with insurance in case my order does not arrive?
Posted: Mar 8, 2017 in Shipments
Yes, we do ship with insurance, but this insurance is only limited to lost or damaged parcels. Lost due to authorities in your country, like a seizure by customs is not covered by this insurance and will also not be covered by us.
> From where do you ship?
Posted: Mar 7, 2017 in Shipments
We are in Gipuzkoa, in the north of spain, all orders are shipped from here.
> Can I pick up my order at your warehouse?
Posted: Mar 7, 2017 in Shipments
No, we only do online sales.
> What happens if I have not received my order?
Posted: Mar 8, 2017 in Shipments
Only for international shipments:
A package can be delayed for many reasons, patience please, until 30 days have passed since we have made the shipment we can not put a claim to the transport agency to try to find out what happens with your order, they can take up to 3 months to answer, once the claim is put little more than apologize we can do.
> Is it possible to choose a delivery time?
Posted: Mar 14, 2017 in Shipments
No, each delivery driver has his own area and timetable and comes to your address at approximately the same time every day. And no, you will not be called before delivery either. If you are barely at the delivery address, it is best to select an office to pick up your order.
> Can you use another transport company for delivery?
Posted: Mar 23, 2017 in Shipments
No, only the options shown when you go to checkout are available.
> How much does the shipping cost to my country?
Posted: Mar 7, 2017 in Shipments
The shipping costs depend on the weight of the products and the country of destination, we do not know them by heart, in the following link you have an approximate price list.
To know exactly how much the shipping costs to your country you must register in the store, add the address of delivery and the products you want to buy the cart, will give you the exact price of shipping costs.
> Where can I find my tracking code?
Posted: Mar 8, 2017 in Shipments
We will send you an email with the details to track your order, check your spam folder, you will not receive the code until we have shipped your order, patience.
> How long does shipping take to my country?
Posted: Mar 7, 2017 in Shipments
It depends on the delivery address and the carriers available, for the peninsula, the Balearic Islands and Europe it gives you an estimated delivery date before finalizing the order, for the rest of the destination the carrier shows a visible time range before finalizing the purchase .
> Do you ship orders with a tracking code?
Posted: Mar 8, 2017 in Shipments
Yes, in most cases (Spain and Portugal always, to other countries, with UPS as well), in some cases the companies of the destination countries do not give the option to track the orders. If when you select the carrier it says "With tracking code" you will be able to track the order until delivery.
> How will I know that my order has been shipped?
Posted: Mar 14, 2017 in Shipments
We will keep you informed by email of the whole process of preparation and shipment of your order, please check your spam folder.
> Can I collect my order from somewhere other than my home address?
Posted: Oct 13, 2021 in Shipments
Yes, we can ship your order to a UPS access point or NacexShop (depending on whether those options are available at your delivery address). In order to select an office as a collection point, you have to add a delivery address in your user account, based on the address you have added to your account, it shows you the offices available to collect your order closest to that address. When you go to finalize your order, you have to select UPS Access Point or Nacex Shop (if they are available for your delivery address), a drop down or pop up will open where you have to choose the office where you want to pick up your order.
