Frequently asked questions

When your order is dispatched, you will receive an email with the tracking number. You can also check its status in My account → Orders. If tracking has not updated within 48–72 hours, contact support and provide your order number.

If your order has not yet been processed or dispatched, we can try to change or cancel it. Contact the Help centre as soon as possible with your order number. Once it is in transit, you can only arrange a return after receiving it.

Check your spam or promotions folder. Confirm that your account email is correct in My account → Details. If payment was completed, the order should appear in your history even if the email is delayed.

We accept the payment gateways available at checkout: cards, local European methods such as Klarna where applicable, and other options enabled for your country and currency. Payment is processed securely; we do not store your full card number.

When paying by card, a pre-authorisation or charge at order confirmation is normal. If you cancel in time or the order fails, the amount is released according to your bank’s timeframes, which may take several business days.

Yes. Enter the code on the Coupons page, in the cart or at checkout. The coupon must be active, not expired and meet its conditions, such as minimum spend, eligible products or single use.

Delivery times depend on the destination, product and carrier. In Spain and the EU they usually range from a few days to a couple of weeks after dispatch. Product pages and the Shipping page show indicative estimates.

Shipping costs are calculated in the cart based on address and weight/volume. For international deliveries outside the EU, import duties or VAT may be charged to the recipient under local regulations.

Check with neighbours, reception or collection points. If it does not appear within 24–48 hours, contact support with the tracking details and photos of the incident; we will open a claim with the carrier.

Within the legal withdrawal period, usually 14 days from receipt in the EU, request a return through the Help centre or consult the Returns policy. The product must be in good condition and, where possible, in its packaging.

Once we receive and inspect the return, we process the refund to the original payment method. The credit to your bank account may take several business days depending on the bank or payment gateway.

Contact us within the first 48 hours with your order number, photos of the damage or packaging and a description. We will arrange a replacement, refund or equivalent solution according to the case.

Product pages are based on supplier information. If there is a material discrepancy, send us photos and your order number so we can review it and offer a solution.

EU legal conformity warranty rights apply. Keep your invoice or order confirmation. For operational faults, contact support with a description of the defect and supporting evidence.