DELIVERY & RETURN POLICY

SHIPPING CHARGES

Shipping charges will be added to the orders outside Spain. The shipment of the purchased items will be carried out via The Spanish Post office as a certificate package. To avoid incidents (wrong address, inability to locate the receiver at home, etc.), it is essential that you correctly fill in the form. We strongly advise you to provide a contact mobile phone number.

SHIPPING RATES

  • Depending on the weight

SHIPPING CONFIRMATION

Your order will be dispatched within 2 days from the time it is placed. As soon as your order is dispatched, you will receive a shipping confirmation by e-mail. This email will include carrier and tracking info for your parcel. Please note that during Sale, dispatch time may take up to 5 days.

SHIPPING AND COLLECTING PACKAGES WITHIN SPAIN

Orders within Spain will be shipped with The Spanish Post office as a certificate package and delivered to your address stated in checkout.

SHIPPING AND COLLECTING INTERNATIONAL PACKAGES

International orders will be shipped with The Spanish Post office as a certificate package. Once your parcel has been shipped you will receive the tracking number by email and your parcel can then be tracked on their website. The package will be delivered to the address you have stated as your delivery address. Since The Spanish Post office couriers require your signature when delivering the goods, you will have to be present at specified shipping address at the time of the delivery.

During the registration of your LOS PUENTES store account you will be required to register your personal address information. If you wish us to ship your package to an alternative address please state that address in the checkout process at LOS PUENTES store. Please note that we cannot deliver to P.O. boxes. Shipping rates are not inclusive of customs and duty fees that could be charged when the package reaches your destination country.

DELIVERY TIMES

Orders will be delivered within 2-8 days from day you received the shipping confirmation.
Spanish & European orders: 1-10 working days.
Worldwide: 10-14 working days.
Pre-order: up to 4 weeks, please check product description and the terms and conditions for details.

UNCOLLECTED PACKAGES

Shipping costs for uncollected packages will not be paid by LOS PUENTES store.

EXCHANGES, RETURNS AND REFUNDS

During 8 days from the delivery of your package you may request to exchange or return your order. You must return the products to LOS PUENTES store in perfect condition. The products should not have been worn, used or washed. Returns will only be accepted if the products are returned with the original packaging fully intact and the original labels still attached to each product. You must also return the original invoice. LOS PUENTES store will not compensate for returned packages lost in the return shipping. Any shipping charges that may incur when returning the products are on customer responsibility. The cost of the merchandise alone will be refunded unless an error has occurred on the part of LOS PUENTES store. Refunds for returned products will be made as soon as possible, 30 business days at the latest, after LOS PUENTES receives the returned products. The refund will be made to the credit/debit card you used for the order in question. Please note, that additional duties, taxes or any additional charge you may have will not be refunded by LOS PUENTES store. In the case of an exchange, LOS PUENTES store will add additional charges for shipping of the new items.

EXCHANGES AND SALE

Please be aware that discounted products are not refunded, you can only exchange them for a voucher (valid for 9 months).

COSTS FOR RETURN

LOS PUENTES store is not responsible for shipping costs that may incur regarding the return of a product. Refunds for returned products will be made as soon as possible, 30 business days at the latest, after LOS PUENTES store receives the returned products. The refund will be made to the credit/debit card you used for the order in question. Please note that additional duties, taxes or any additional charge that may incur will not be refunded by LOS PUENTES store.

COSTS FOR EXCHANGES

Once you have returned the items, the LOS PUENTES store will make any additional charges for shipping in the case of an exchange. Please note that LOS PUENTES store will not refund additional duties, taxes, or any additional charges, that may incur. 
We cannot hold stock for exchanges therefore in order to exchange your item you must return the original purchase and submit a new order online. The original item will be refunded upon receipt of return.

PROBLEMS IN DELIVERY

In case the period indicated in the Shipping section for the shipping method selected by you has passed without your order being received, you should inform LOS PUENTES of this circumstance.

If it is impossible for us to make the delivery, the courier company will contact you again to arrange a new delivery date. If at that moment you wish to change the address and / or delivery method selected initially, the expenses generated by said modifications will be assumed in any case by you.

We will return all those orders that, due to lack of response from the client, can not be delivered within a period of 15 calendar days since the courier company made the first attempt.

Once the orders have arrived at our warehouses, we will proceed to refund the amount of the order. Also, the costs of returning the order (return expenses to our stores) will be borne by you.

When your order is delivered you should check that everything is in accordance with the request. If there is any discrepancy or problem with the order, you should contact LOS PUENTES to contact@lospuentes.com, leaving us your personal information and the requested number, reflecting the discrepancy or problem and we will contact you shortly to solve the problem.

FEEDBACK AND COMPLAINTS POLICY

We welcome any comments about our service, so that we can improve what we are doing. We aim to deal with any problems quickly and fairly. If you have reason to complain about our service, please email our Customer Services Team stating clearly that you are making a complaint. Our aim is to respond to your complaint within a few working days, either resolving the complaint, or with a timescale for resolution

CONTACT INFORMATION TO CUSTOMER SERVICE

If you have any questions please contact the customer service at contact@lospuentes.com