Shipping policy
1. General information
This policy explains how we handle the shipping of orders placed through our online store, including preparation times, shipping costs, estimated delivery times and what happens if an order is lost, delayed or damaged.
This policy applies to all orders placed from 24 September 2026.
2. Order preparation
Orders are normally prepared and shipped within 3 to 5 business days, Monday to Friday, excluding public holidays.
Orders placed after our daily cut-off time, at weekends or on public holidays will start being processed on the next business day.
During periods of high demand, promotions, launches or special campaigns, preparation times may be slightly longer. If there is a significant delay, we will try to let you know by email.
The preparation time is separate from the transit time. The estimated delivery time starts once the order has been shipped.
3. Shipping costs and delivery times
Orders shipped within Spain are sent with carriers selected by us.
Shipping costs are calculated at checkout based on the delivery address, the destination and the characteristics of the order. The amount will be shown before you complete payment.
The delivery times shown at checkout are estimates provided by the carrier and start counting from the moment the order has been shipped.
Delivery times may be affected by circumstances beyond our control, such as carrier delays, weather conditions, periods of high demand or logistics incidents.
4. International shipping
We ship internationally to certain countries, including European Union countries and the United States.
Shipping costs are calculated at checkout based on the destination and the characteristics of the order.
International orders may take longer to arrive than domestic orders and may be affected by transport, customs or import control processes.
For destinations where duties, import taxes or other customs charges may apply, these may be borne by the recipient where required by applicable law.
If there are additional costs associated with importing the order, they may be charged by the carrier or by the customs authorities.
We do not ship to PO boxes, freight forwarders or certain types of pick-up points when the carrier does not accept them.
If it is not possible to ship to the address provided, we will contact you to find a suitable solution.
5. Order tracking
Once your order has been shipped, you will receive an email with the available tracking information.
Tracking may take 24 to 48 hours to show updates after shipping.
If tracking is not updated for several business days, you can contact us so we can review the issue with the carrier.
6. Incorrect or incomplete addresses
We recommend that you check your delivery address carefully before completing your order.
If an order cannot be delivered because of an incorrect or incomplete address provided by the customer and the parcel is returned, we will contact you to agree on the best solution.
If the order needs to be reshipped, additional shipping costs may apply.
We cannot guarantee address changes once the order has been shipped.
7. Lost or delayed orders
If tracking shows that an order has not moved for a long period, or if it appears as delivered but has not been received, please contact us at:
We will investigate the situation with the carrier.
When the carrier confirms that a parcel has been lost, we will look for a suitable solution, which may consist of reshipping the order or issuing the corresponding refund, depending on the circumstances of the case and applicable law.
If an order appears as delivered but you cannot find it, we recommend first checking with neighbours, family members, the building manager or the relevant pick-up point, where applicable.
8. Products or parcels damaged in transit
If you receive an order with visible damage, we recommend that you keep the packaging and contact us as soon as possible at:
Please include your order number and, if possible, photos of the packaging and the damaged product.
We will review the case and, where appropriate, may offer a replacement, repair, refund or other solution in accordance with applicable law.
9. Orders with several products
Orders containing several products may be shipped in several parcels and at different times, depending on availability and order logistics.
When this happens, no additional shipping costs will be charged for splitting the order, unless expressly stated otherwise at checkout.
If a product is temporarily unavailable, we may ship the available products first and the rest of the order later, or contact you to offer a solution.