DELIVERY AND RETURNS POLICY
Delivery charges and delivery times:
|SPAIN (mainland)||5€||1 to 2 working days|
|BALEARIC ISLAND||5€||3 to 4 working days|
|CANARY ISLAND*||20€||3 to 5 working days|
|EUROPA||20€||5 to 7 working days|
|SUIZA||20€||5 to 7 working days|
Due to the decreed State of Alarm, transit times cannot be guaranteed. There will also be no penalties for delay in delivery or making shipments available.
(If you cannot find your country on our website, contact us at email@example.com)
Generally, in Spain we deliver within 1 to 2 working days, but on rare occasions it can be extended to 3 days. To meet delivery times, orders must arrive on a business day before 2pm. If we receive your order before 2 pm. one business day (Monday to Friday) and we will send your order within the next 2 business days.
For shipments outside Spain and the Canary Islands, if Customs decides to increase the price of the shipment for taxes or for any decision they make, Alma Eko will not be responsible and will be at the customer's expense the extra amount to be paid at the time of receiving / pick up the order.
Where do we deliver?
At the moment we can send orders throughout Spain, Europe and Switzerland. For the rest of the world, orders should be sent directly to firstname.lastname@example.org to guarantee the best company and shipping price. We do not deliver to PO Box.
* All orders outside the European Union may be subject to custom taxes that will be paid by the customer.
Where's your order?
When you place an order, you will first receive a confirmation email and then you will receive a dispatch email when the item has been shipped and is on its way. There is a "tracking reference" link in the shipping email that you can use to track your order on the courier's tracking site.
If you want to change your address, you must urgently email us at email@example.com, at least 12 hours before your order is shipped.
We use Genei.es as our logistics shipping partner. If you have any questions about the location of your order, please contact them directly through the following telephone number: 34 91 217 9358 providing their tracking number.
Can you pick up your order at a store / office?
We do not offer this service at the moment, but we hope to do so in the near future.
Why haven't I received my order?
There are two main reasons why your order may not have arrived:
Wrong Address - Please verify that the address you included when ordering is correct.
Failed delivery attempts - Our shipping service provider will make two (2) delivery attempts. If they cannot locate it, the order will be returned to our warehouse.
Could be held at customs:
* If you have not received your order within 21 days, please contact us at firstname.lastname@example.org.
What happens to undelivered orders?
When an order could not be delivered due to reasons beyond Alma Eko's control and has been waiting 15 working days, after this time, the order will be sent back to our warehouse. Once we receive your order, we will proceed to refund the amount of your purchase in the next 14 business days, less the costs related to shipping and returning the order to the warehouse.
How can I return a product?
Our goal is that all our products arrive in perfect condition. If you are unhappy we would like to know, so we ask that you please contact us.
As long as your product is closed and without signs of tampering and in its original packaging, you can change your mind and return the item in 7 days.
You can return the goods by contacting the Customer Service Center by email at email@example.com
The following information will be required when returning your products:
Confirmation email containing your transaction reference number
Delivery documentation containing your delivery number
List and description of the products to return
Reason for returning the products
When returning the products, please note:
It may take up to 7 days for your package to reach us
Returned items will be refunded within fourteen (14) business days of receipt
Reasonable care must be taken in packaging the package and returning it so that products are not damaged in transit.
It is recommended that you use a carrier that offers traceability and insurance as we will not be responsible for returns that are lost in transit.
Who pays for return shipping charges?
Unfortunately, we will not be able to take care of return fees and will only be able to refund your products, excluding shipping charges, unless we have made an error in an order and have sent you incorrect or defective products.