Dear customers:

Due to the international virus COVID-19, logistics companies are being very rigorous with all shipments. All orders will be delayed due to established sanitary controls. Please accept our apologies for any inconvenience. We ask for patience at this time, we will deliver your order.

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HELP CENTER

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Delivery time

The delivery time is a maximum of 21 days from the day after you place your order, provided there are no customs delays.

Shipping info

If your order has been processed, you will be able to obtain the tracking number by entering your order code and the e-mail address you used to place the order.

If the delivery time of your order has exceeded the time indicated in the delivery time table, you can contact us by filling out the following form:

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Find your order

From the day you place the order, you will receive an e-mail confirming tracking information for your order within an estimated time period of 48-72 hours.

If your order has been processed, you will be able to obtain the tracking number by entering your order code and the e-mail address you used to place the order:

The transport company may take between 3 and 7 days to activate the identifier for online tracking, so we would ask you to be patient if it does not appear as active immediately on the website.

Find the TRD number of your order

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Amending an order or delivery address

You have 12 hours from the moment you place your order to request a change of delivery address. Once 12 hours have passed it is likely that we will already have begun processing your order and will not be able to amend it. We process all orders as quickly as possible to ensure that you receive them without delay. As such, should you need to make an amendment to your order, we would suggest that you request said amendment the same day that you placed the order. You should be aware that your order may have already been processed and in that case we will not be able to amend it.

If you wish to modify your order, you can do so through the following link: Modify

Order cancellation

You have 12 hours from the moment you place your order to request cancellation. Once 12 hours have passed, we will already be processing your order and will not be able to cancel it. We process all orders as quickly as possible to ensure that you receive them without delay.

If you wish to cancel your order, you can do it through the following link: Cancel here

Incidents with your order

Attention: This section relates to issues with your order that do not involve a refund

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Returning my order

Right to return

You have 14 DAYS FROM THE DAY YOUR PRODUCT WAS DELIVERED. The time period for returns, refunds or exchanges is 14 days from the day that you received your order. Once this deadline has passed we will be unable to proceed with the return. The time period for returns will expire 14 calendar days from the day that you received your order.

Conditions

Can I return my order?

If you have opened and used the product, YOU WILL NOT BE ABLE TO RETURN IT. WE DO NOT ACCEPT RETURNS OF USED PRODUCTS, unless the product has a manufacturing fault and we have been notified of this within the 14 day time period.

You have 14 days from the day you receive the product to be able to return it. The product must arrive at the returns address within the time period of 14 days from the day you received it. If the product is returned outside of this time period, NO MONEY WILL BE REFUNDED.

If the return is granted: PLEASE ENSURE THAT YOU SEND THE PRODUCT IN PERFECT CONDITION, SEALED IN ITS ORIGINAL PACKAGING, UNOPENED AND UNUSED. IF THIS IS NOT THE CASE AND THE PRODUCT IS RETURNED USED, IN ANY PACKAGING OTHER THAN THE ORIGINAL, OPEN, BROKEN OR IN POOR CONDITION, NO MONEY WILL BE REFUNDED. Except if the product has a manufacturing fault or defect and we have been notified of this by e-mail within the time period of 14 days.

Delivery costs for returns must be paid by the buyer. This cost will depend on the transport company that you use to return the goods. If your returns request is approved, we will send you return instructions with the returns document that you should complete and return to us along with your returned goods.

Once we have received the returned goods, we will check them to make sure everything is okay and then refund your money as soon as possible using the same payment method you used when placing your order.

Remember: The returns document must be properly enclosed in the package along with the goods so it does not get misplaced or lost.

Find the TRD number of your order

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Returns request

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Guarantee

What is covered by my guarantee?

Repair or exchange: If the product is damaged due to a manufacturing fault, a system error due to a product defect or if the order arrives in poor condition.

Important: you will need to send evidence to show the damage (photos or videos) so we can assess the situation and be able to resolve it as quickly as possible.

What is NOT covered by my guarantee?

  • Any damage or modification made to our products after they have been delivered.
  • Not taking the necessary care to keep our products in reasonable condition: tearing, breaking, altering parts, painting, scratching, inappropriate use, not following instructions correctly, etc.
  • Using our products for unintended purposes.

Payment methods. How to make the purchase

All of our orders are placed on our website through our online store. The payment methods we accept are:

  • Credit/debit card
  • Paypal (if the currency you are trying to pay with is valid with Paypal)
  • Please enter a single phone number, with all numbers together and no spaces or hyphens.
  • You should fill in all the spaces for your delivery address. If you are unable to fill in one of the spaces for your address, please just enter your city or country again, for example.

Check that the payment method that you are using has sufficient funds and is valid for making online purchases. You should also check that the currency is accepted for the payment methods.

Check that you have entered your card number correctly. Enter the CSV code. If you don’t know what this, you can find it on your card:

Duplicated order

Duplicated order

If you have placed two orders, please fill in this form so that we can help you as soon as possible:

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User manuals

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Customs fee

Dear customers:

If the shipping company or customs indicate that you must pay a fee for your order, don't worry. Customs duties are granted randomly to orders entering each country, so it's not up to us. We recommend that you pay the invoice for this fee and that you attach a photo of the invoice you have paid. We will refund that amount in the same way you paid for your order.

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Other queries

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Data processing information

Personal information supplied to us will be used for the following purposes: deliveries, promotions, offers, competitions and providing information for when we need to contact you. For the purposes mentioned above, we will need to obtain the following personal information: name, e-mail address, postal address and phone number.

It is important to inform you that you have the right to cancel marketing notifications. FOLLOW THE DIRECTIONS DETAILED IN ‘Cancel Newsletter subscription’.

Billing information

If you want to change your billing information enter the fields below.

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Cancel Newsletter

If you wish to stop receiving emails and advertising messages with our offers, please use the following links:

Important: It is possible that at some point you accepted the sending of push notifications. This is done automatically on your browser. You can deactivate this in your device’s settings.

You can deactivate advertising e-mails by unsubscribing your e-mail address using the ‘unsubscribe’ option at the bottom of any promotional e-mail that you have received.

ECOMERZPRO

Due to the international virus COVID-19, logistics companies are being very rigorous with all shipments. All orders will be delayed due to established sanitary controls. Please accept our apologies for any inconvenience. We ask for patience at this time, we will deliver your order.