Frequent Asked Questions (FAQ)

Signing up in {SHOP_NAME} is very easy! You just need to go to this link and follow the instructions providing the required data.

If you have forgotten your password to log in to your {SHOP_NAME} profile, don’t worry, getting a new password will be simpler than you think.

Go must go to this link and introduce the e-mail account you used to sign up in our website.

In a moment, you will receive an e-mail with the instructions and the link to activate your new password. As you wait for the e-mail, please don’t close {SHOP_NAME} website. Once you have received the e-mail, click the activation link, it will open a new {SHOP_NAME} page confirming your password has been changed. Then you will receive a new e-mail with your new password.

Once this process is finished, you will be able to access your {SHOP_NAME} account with your new password and e-mail address.

*It can also happen that our e-mail is catalogued as spam, if you haven’t received our e-mail in a reasonable time, please check your junk folder.

You can easily find the items you are looking for in our website in any of the following ways:

• Using the search engine: The search engine can be found in the upper side of the page and it allows you to look for any item in a fast and efficient manner. It is very simple, you only need to write the search word and we will show you all available items on the web that are related to that word.
• Using the menu that classifies products by categories: Products in our online store are organized by categories so it will be easier for you to find what you need. In the upper part of the web, you will always have a visible menu in order to facilitate your experience.

The products we sell in our online store are brand new; they are presented in their original packing and include their correspondent warranty. {SHOP_NAME} does not sell used or second-hand products.

Everything we sell appears in our online catalog, therefore, is visible in our website. If you are interested in any product that does not appear in our website, please send us an e-mail to {SHOP_EMAIL} and we will inform you about its future availability or chances of having it.

In the product card we specify its availability. Not all articles have immediate availability. Some products can suffer a delay because of stock shortage.

Yes, all of our products include a user manual in English . In case it is not included, we can send it to you via e-mail. You only have to request it to our customer service department.

In the lower part of the website you can see a textbox, write your e-mail to subscribe. You can unsubscribe in any moment.

Our newsletter informs you for free about all of our super offers and novelties.

If you don’t want to receive more information about our offers, you can do it through the link “unsubscribe” that is in every e-mail, from your {SHOP_NAME} profile or simply sending us an e-mail. What a pitty! You will miss future hot offers…

{SHOP_NAME}offers you a personalized customer service support for your purchases:

• Telephone: Pick up your phone and our amiable agents will help you make your order. You can make a telephone order and track it 24/7. Call our customer service center: +34 972 109 109.
• Chat: Through the chat you can send a message to our agents, who will answer all your questions about order status, delivery schedules and costs. If they cannot give you an immediate answer, they will contact you as quickly as possible. Our chat is available from Monday through Friday from 9:00h to 13:00h and from 15:00 to 19:00h, except national holidays.
• E-mail: Send us an e-mail to {SHOP_EMAIL}.

None of the prices shown in this website include VAT, which will vary according to the delivery zone.

They do not include delivery costs nor, in the case, refund commission or possible customs duty.

All sales are made with their correspondent invoice that will be attached to the products.

The delivery period will vary depending on the destination, being normal 24/48 hours to mainland Spain, 5 work days to Baleares and 7 work days to Canarias, Ceuta and Melilla. Excepting incidences related to transportation or stock shortage.

Delivery to a distant town use to be hard, transportation might not go daily and it may take longer.

Shipping and delivery are made from Monday through Friday, excepting holidays. Time shown is an estimated and start counting since the order has left our deposits. If your order has not left 3 work days after you made your order or payment, contact us and we will inform you about estimated shipping and delivery time.

VERY IMPORTANT: Indicate your delivery address correctly when placing your order. Any address change once the order is in the “preparing” stage will represent an extra 3,00 € cost beside a 3 days delay.

When you finish the purchase process, you can specify the delivery address and the invoice address. In case both addresses are identical you can fill in only one.

You can give a different delivery address without problems, as long as such address is within the same country of the invoice address. It is not possible to change the delivery address once your order has been sent.

A minimum purchase total of {PURCHASE_MINIMUM} {DEFAULT_CURRENCY_SIGN} is required in order to validate your order.

There are two ways to check if your order has been made correctly:

• In the last page of the order there must be an order number with the following format : #000000
• You should receive a confirmation e-mail around 5 and 30 minutes after your purchase.

From “My account” part you can track your order in any moment. Click on “My orders” and it will show you one of the following status:

• Pending: We have received your order correctly and it will be processed as son as posible.
• Waiting for payment: You have selected bank transfer payment or account deposit and we are waiting you to do it and make it effective in our bank.
• Waiting for material: Any of the products you requested is out of stock and we are waiting for it.
• Preparing: We are preparing your order and will be sent soon.
• Sent: Your product has been sent (it is not posible to cancel the order).
• Incidence: There is a problem with your order and it requires an action from any of both parties.
• Cancelled: Your order has been cancelled.

{SHOP_NAME} guarantees the possiblity to cancel your order in any moment as long as the cancellation is communicated before the product is sent.

All of our deliveries are secured against robbery, loss or damage. If you notice any harm or manipulation in the package when receiving it, report it in the shipping note of the transportation enterprise. We highly recommend you to check your order once received, any incidence must be notified before 24 hours of its reception.

At {SHOP_NAME} we calculate prices the clearest way possible, always thinking about the benefit of our clients.

Additional costs (refund payment commission, for example) are not included in the sale prices, since they are only included if you choose a payment method that has an implicit surcharge.

{SHOP_NAME} electronically stores all orders. In order to modify an order you only have to tell us via chat, phone or e-mail, providing us the number of the order you want to modify. For immediate availability orders and “Cash on Delivery” payment method, you must indicate it within a 2 hours maximum term, since, due to the fact that they are immediate shipment purchases, it is possible that when you communicate the changes, the order could have already left our deposit.

Sure you can, we will be glad to serve you personally.

You can pick up your order personally or ask your order in our office, the address is: {SHOP_ADDRESS}.

Our commercial schedule is from Monday through Friday from 9:00h to 13:00h and from 15:00h to 19:00h.

On the other hand, if you want your transportation agency to come over our office and pick up and order previously requested, our pick up schedule is from Monday through Friday from 9:00h to 13:00h and from 15:00h to 19:00h.

In both cases, before you come over, we recommend you to advise us calling by phone to +34 972 109 109 or sending an e-mail to {SHOP_EMAIL} so we can confirm that we have the products you need or that your order is ready.

If you are not at home at the moment of the delivery, don’t worry! The transportation agency will leave a note so you can get in contact with them and schedule the delivery (or if you want, to help you drop your package in their nearest office to you), without additional charges.

Important: Transportation agencies use to arrange up to three delivery attempts. After that, the merchandise will be given back to {SHOP_NAME}.

You can track your order, or well, try to arrange the delivery contacting the transportation agency that will deliver it, providing them your order number.

Wide dimension items are delivered at street level, transportation agencies do not go up to the departments. Take that into account when making your order!

Important: In case you want your item to be left in a first floor, please contact our customer service center and we will send you a previous budget.

Yes, Of course! Your invoice comes inside one of the packages you have received.

{SHOP_NAME} Showroom is an exhibition room in which you can physically see a selection of some of the available products in our website.

Visit our showroom at: {SHOP_ADDRESS}.

How to get there?

To get to our Showroom, you can see the route from your house here:

In the showroom you can see and touch our products and we will advise you about the ones you are interested in. You will also be able to ask questions about features and details and our personnel will help you make your order.

Yes, of course! In our store we will solve any doubt about the products you have bought in our online store.