DELIVERY POLICY

QUICK SUMMARY

Questions about your delivery: soporte.tiendaonline@outlook.es

1. WEBSITE OWNER

• Owner: Gomez y Tudela S.L.
• Tax ID (NIF): [COMPANY NIF]
• Trading name: [BRAND NAME]
• Registered office: Calle Serafín Álvarez Campana 7, 11500 El Puerto de Santa María, Cádiz, Spain
• Customer service email: soporte.tiendaonline@outlook.es

2. SCOPE

This Policy governs the processing, dispatch and delivery of orders placed in this shop. By making a purchase, the customer accepts these terms.

3. WHERE WE DELIVER

We deliver to mainland Spain and the Balearic Islands.

We do not deliver to the Canary Islands, Ceuta and Melilla, or to other countries. No order therefore goes through customs or is subject to duties, charges or import taxes: the amount you pay when you confirm your order is the final amount.

4. WHERE WE SHIP FROM

Orders are prepared and dispatched from our warehouse in [WAREHOUSE COUNTRY], not from outside the European Union. This allows us to keep delivery times short and to handle exchanges and returns without international paperwork.

5. PROCESSING TIME

Once payment is confirmed, we prepare your order within 1 to 2 working days.

Orders placed at the weekend or on a public holiday begin processing on the next working day. During promotional campaigns or periods of high demand this may take longer; if that happens, we'll let you know by email.

6. DELIVERY TIMES

From the moment the order leaves the warehouse:

Working days are Monday to Friday, excluding national, regional and local public holidays at the delivery address.

These times are estimates based on the carrier's usual service and are not a guarantee of delivery on a specific date. In any event, and in accordance with applicable law, the maximum delivery period is 30 calendar days from confirmation of the order. If we were unable to meet it, we will tell you and you may set a reasonable additional period or terminate the contract with a full refund.

7. DELIVERY CHARGES

Delivery charges are always shown before you complete your purchase and are added to the price of the product. Where a free delivery promotion is running, it applies only on the terms expressly stated in the shop.

8. TRACKING YOUR ORDER

When your order leaves the warehouse you'll receive an email with your tracking number and a link to check its status.

Two things worth knowing:

• Tracking can take up to 24 hours to show any information after you receive the email. This is normal and doesn't mean anything has gone wrong.
• Updates to that information are entirely down to the carrier.

Do check your spam folder as well: delivery emails often end up there.

9. DELIVERY ADDRESS

It is the customer's responsibility to give a complete, correct and up-to-date address, including floor, flat number and anything else needed to find the property.

We are not responsible for delays or problems caused by incorrect or incomplete addresses. If an order has to be sent again because of an error in the address given, the cost of the new delivery may be passed on to the customer.

If you spot a mistake just after ordering, email us as soon as you can: as long as the order hasn't left the warehouse, we can correct it free of charge.

10. IF YOU'RE NOT IN WHEN THEY DELIVER

If the carrier doesn't find anyone in, they will usually try again the next working day or leave the parcel at a nearby collection point, letting you know by text or email.

You can tell the carrier to leave it with a neighbour, change the delivery date or choose a collection point, depending on the options they offer in their notice.

Parcels can usually be collected from a collection point for a few days. After that, the parcel is returned to the sender.

11. ORDERS RETURNED TO SENDER

Where an order is returned to us because of an incorrect address, refusal of the parcel, repeated absence or failure to collect it within the collection point's time limit, we may deduct from the amount refunded the costs actually incurred for the original delivery and its return, to the extent permitted by applicable law.

If you would rather we send it again, the delivery charges will have to be paid a second time.

12. LOST ORDERS

If your order hasn't arrived within a reasonable time from the estimated delivery date, email us with your order number. We'll open an investigation with the carrier.

While the investigation is open and there are indications that the parcel is still in transit, we won't be able to issue a refund. Once the loss is confirmed, we'll send the product again or refund you in full, whichever you prefer.

None of this affects your right of withdrawal or the legal guarantee.

13. ORDERS DAMAGED IN TRANSIT

If you receive a parcel with visible damage, email us as soon as possible attaching:

• your order number;
• photographs of the outer packaging;
• photographs of the product;
• a short description of the problem.

With that information we'll make the claim to the carrier and send you a replacement or refund you, at no cost to you.

If the parcel arrives visibly damaged, it's a good idea to note this with the carrier when you take delivery, although it isn't essential for us to deal with your claim.

14. ORDERS SENT IN SEVERAL PARCELS

Where an order includes several units, they may be sent in separate parcels for logistical or availability reasons. Receiving only part of your order doesn't necessarily mean something has gone wrong; the rest will arrive over the following days.

15. PASSING OF RISK

The risk of loss of or damage to the product passes to the consumer at the moment when they, or a third party nominated by them other than the carrier, takes physical possession of the order, in accordance with applicable law.

16. DELAYS OUTSIDE OUR CONTROL

We will not be liable for delays caused by circumstances outside our control, such as logistics incidents, strikes, weather events, government restrictions or force majeure. In these cases the estimated times may be extended, without prejudice to the maximum legal period stated in section 6.

17. RETURNS AND EXCHANGES

Everything relating to returns, size exchanges, return costs and refunds is set out in the Returns, Exchanges and Warranty Policy published in this shop.

18. CHANGES TO THIS POLICY

We may amend this Policy where necessary to reflect legal, logistical or commercial changes. Amendments will not affect orders already confirmed.

19. CONTACT

soporte.tiendaonline@outlook.es

We deal with enquiries by email only, Monday to Friday.