DELIVERY & RETURN POLICY
PICK UP OPTION
We are located in Barcelona City, so you can come to pick up your package to our office, our address is Carrer Zamora 105, Poblenou. Please call before heading to pick up the package to set a time.
SHIPPING CHARGES
Orders in Barcelona are available to be picked up!!. Shipping charges will be added to the orders on the CHECK-OUT page for the rest of Spain and Europe. The shipment of the purchased items will be carried out via Correos Express Spain 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
The shipping rates are depending on the weight of your final purchase.
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 number of your pack. 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 products have been shipped you will receive the tracking number by email and your pack 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 the specified shipping address at the time of the delivery.
During the payment process at LOS PUENTES store 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. Shipping rates do not include customs and duty fees that could be charged when the package reaches your destination country. The customer pays all the delivery and return price.
DELIVERY TIMES
Orders will be delivered within 48 hours from day you receive the shipping confirmation.
Spanish & European orders: 1-10 working days.
Worldwide: 10-14 working days.
Pre-order: up to 4 weeks, please check the 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
Within 14 days from the delivery of your package, you can 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. 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's responsibility. The cost of the devolution 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, 15 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. Please note, that additional duties, taxes or any additional charges you may have will not be refunded by LOS PUENTES store. In the case of an exchange, LOS PUENTES store will add extra 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 12 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, 15 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. 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, 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 be incurred. To exchange your item you must return the original purchase and submit a new order online.
PROBLEMS IN DELIVERY
In case the period indicated in the Shipping has passed without your order being received, you should inform LOS PUENTES to solve the problem..
If 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 any modifications will be assumed in by the customer
When your order is delivered you should check that everything is following 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 tracking number, and telling us the 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. Our aim is to respond to you within a few days, with a resolution.
CONTACT INFORMATION TO CUSTOMER SERVICE
If you have any questions please contact the customer service at contact@lospuentes.com