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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 web (above in "login"), you can only do it if you are over 18 years old.
Once registered you have to "add your first address", real name and surname (do not put motes or diminutives), address (street, number, floor, door ...), select your country from the list (if it does not appear it is not we send to your country, you have below in this FAQ the list of countries to which we send), and you add the rest of the information that the form asks for, you give it to save.
In the menu on the left you can see all the categories available in the store and in the area above you have a search engine, you add to the cart the items you want to buy and you give it to "confirm", you select the delivery address (in the case if you have several), the carrier, you accept the general conditions of sale, select the payment method and confirm the order.
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".
> 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.
> 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.
> 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.
> How much does a particular item?
Posted: May 2, 2018 in Products
All prices are published on the web, search the article and you will find its price.
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.
> 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 the ones described above?
> What payment methods we accept?
Posted: Mar 6, 2017 in Payments
We accept credit card (only VISA and Masterd Card, are not valid prepaid cards, gift and others, nor the ones that are not "securized") 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.
shipping
> Do you ship orders to my country?
Posted: Nov 4, 2019 in shipping
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 shipping
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 shipping
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 shipping
We are in Gipuzkoa, in the north of spain, all orders are shipped from here.
> Can I pick up the order in your warehouse?
Posted: Mar 7, 2017 in shipping
No, we do mail-order only, no local pick-up!
> What happens if I have not received my order?
Posted: Mar 8, 2017 in shipping
A delivery can always be delayed, due to many factors. In this case we recommend to give it some more time. If after 30 days your order still didn’t arrive we can make a complaint to the transport agency to track down your shipment. This investigation can take up to 3 months before the transport agency has results. Once the claim has been put there is little we can do than just wait until the transport agency has results.
> How much does the shipping cost to my country?
Posted: Mar 7, 2017 in shipping
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 shipping
We will send an email with the data to be able to track your order.
> How long does shipping take to my country?
Posted: Mar 7, 2017 in shipping
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 with tracking?
Posted: Mar 8, 2017 in shipping
Yes, but in some cases the companies of the countries of destination do not give the option to follow up the orders. If you select "With tracking code" when you select the carrier, you will be able to track the order until delivery, and in some countries a signature is required for delivery. So, please beware not to use a fake name, because using a fake name might cause issues for a successful delivery.
> How will I know my order has been shipped?
Posted: Mar 14, 2017 in shipping
We will keep you informed by email of the entire process of preparing and sending your order.
