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Shipping, Delivery and Returns
General Rates
To get better prices on your shipment, our rates depend on both the location of the destination and its weight/volume.
Shipping costs appear during the checkout process. The prices indicated in the online store correspond to mainland Spain. Shipments to the Balearic Islands, the Canary Islands, Ceuta, Melilla have a transport supplement and may also carry customs duties and taxes (not included) that must be paid by the customer upon receipt (In the Canary Islands, Ceuta and Melilla). < / p>
In Europe, shipments are made within the European Union and countries with customs agreements with the EU. The calculation of shipping costs depends on the delivery area and is calculated automatically when indicating the destination during the purchase process. Contact us for the rest of the areas and countries.
Remember that shipping costs to the Canary Islands, Ceuta, Melilla, and areas not belonging to the European Customs Union (European Economic Area - EEA) do not include import costs (tariffs) (if required), or local taxes for which you may be responsible, which will be paid at the destination by the recipient of the merchandise. It is not always possible to ship to these areas. If the store does not allow it, contact us at info@paulasilvan.com
Delivery Method
Transportation prices include handling, preparation, and shipping. Small products are delivered to the door of the delivery address.
Delivery Times
The products purchased on our website will be sent according to the different delivery areas available at that time (currently all countries of the European Union (EU-EU), regardless of their currency). The order will be sent to the address you indicated at the time you made your purchase.
The period between placing the order and the date of the first delivery attempt by the transport company at the address indicated in the order corresponds to the sum of these 2 factors:
1. The delivery preparation period: Validation and verification of your data + payment + preparation of your order + collection by the transport company.
2. The term of transport and delivery of your order. You will be informed by email with the shipping information, the expected delivery date announced by the transport company.
Delivery times are indicated in business days. These times are calculated from the original capital city to the destination capital city, so if you do not live in a provincial or state capital, you must add an additional 48 hours to these times.
It should be noted that orders will be shipped within the available stock limits. In the event that there is a shortage of stock or specific unavailability of an item, we promise to send you an email as soon as possible (from the date you placed the order) to inform you of the period in which we can send you your ( s) product (s). In case you are not interested in waiting, you can request a refund of the amounts you have paid for said item, a refund that will be made within a maximum period of 30 days.
The delivery time when the order must go through Customs will depend on the time it takes for the corresponding taxes to be paid (except customs inspections).
In any case, once the order leaves our warehouses, you can keep track of the location of your order and approximate delivery date by means of a tracking code that we will send you by e-mail / SMS and that you can use from the assigned carrier's website.
We will do everything possible to respect the delivery times mentioned in our online store. However, we cannot be held responsible for the consequences due to a delivery delay or a loss of the package caused by people outside the contract of carriage, by yourself, or by unforeseeable or insurmountable reasons or causes of force majeure.
On the other hand, the payment method chosen by you may affect delivery times. These deadlines are calculated on working days -from Monday to Friday- since we do not make shipments/deliveries on holidays, Saturdays, or Sundays. The indicated delivery times are indicative. In any case, a delay in delivery with respect to the indicated deadlines will not entitle the customer to demand any compensation.
In the event that you do not receive a package within the indicated time, an investigation will be carried out together with the carrier that could last several days. During this period, no reshipment or refund of the order can be made.
We advise you to receive your package to verify that everything is in accordance with your order and in perfect condition. If you do not agree with the items delivered or their status, sign and indicate by hand on the carrier's delivery note the anomalies you found upon receipt. If it is not possible to review it, sign the delivery note and indicate "Not reviewed", "Not reviewed", or similar. It is essential to do so in order to claim any damage or damage suffered by the product during transport. Claims will not be accepted if these requirements are not met.
If you have any questions about this service and/or need any help or clarification, do not hesitate to contact us. We are here to help you.
IMPORTANT: Remember, shipping and/or management costs are not included in the price of the products and will be shown before finalizing your purchase, depending on the shipping address of each order. Shipping costs to the Canary Islands, Ceuta, Melilla, and areas not belonging to the European Customs Union do not include import costs (tariffs) (if required) or local taxes for which you may be responsible, which will be paid in cash. at destination by the recipient of the merchandise.
If you do not collect the shipment within the deadlines stipulated by the carrier, you will be charged for the return costs to our warehouses. Once received, the amount you deposited for the purchase will be refunded less the shipping and return costs.
Checking the goods for damage caused in transport
Some products, due to their delicate and fragile nature, may suffer damage and breakage caused during transport, including the external elements of the packaging.
In the event that your shipment has damage due to transport, you must indicate the anomalies on the carrier's delivery note. Claims for these causes will not be accepted after receipt of the merchandise. Any claim due to transport defects must be addressed to the carrier before accepting delivery. Remember never to throw away the packaging of the products until you check that they are in perfect condition and verify that all the products match the ones you ordered.
Check your order (even if that means opening it carefully on the street) and if you notice that the merchandise arrives beaten or with visible damage to its outer packaging, please indicate it on the delivery note from the transport agency and contact us. If the damages are not reported at that time, we will not be able to make any claim to the transport company. If it is not possible to review the content, indicate on the carrier's delivery note: "Not verified", "Merchandise not reviewed" or "Status of the shipment not reviewed".
If someone else signs on your behalf for the goods, you agree to inform you that the goods must be reviewed and accept responsibility for any loss or damage should someone sign on your name and do not perform the necessary checks.
Return Policy
Right of revocation, withdrawal, or refund
The buyer has fourteen (14) days to return a product with which they are not satisfied. Within this period, you can return the product to us (the return shipping costs will be at your expense) together with the invoice. This right of withdrawal will not be applicable to products made according to specifications given by you or clearly personalized, or that, due to their nature, cannot be returned or may deteriorate or expire quickly.
For any package you wish to return, the shipping costs (including taxes and fees if applicable) will be at your expense. We advise you to protect your item (s) since in case of returns in the exercise of your right of withdrawal, or for breakdowns or defects that are not covered by the legal guarantee of conformity, you will be responsible for possible damages. suffered during transport. Therefore, we suggest that you return the merchandise to us by certified mail or carrier and with insurance for the value of the product. This insurance will be very useful in case of damage or loss of the merchandise by the transport company. In any case, the eventual costs of the return are borne by the buyer (including fees and taxes if applicable).
When the User returns a product in the exercise of his right of withdrawal, only products that are sent with their original packaging, in new and complete condition (with accessories, manuals, etc.) Items that have been sent incomplete, damaged, or deteriorated by the Client will not be accepted, and will only be accepted provided that the use made of the property has been in accordance with its own nature.
The terms mentioned above apply from the day of receipt of the order.
Please note that you must review the product before signing for delivery, if there is any later Breakage or damage will be understood to be caused by you and this will not be under warranty. If it is not possible to review the content, indicate on the carrier's delivery note: "Not verified", "Merchandise not reviewed" or "Status of shipment not reviewed".
To make a return, use the existing section in your personal area of our store or contact us at the address info@paulasilvan.com or through our contact form indicating your personal data, order number (to identify the management) and, if you deem it appropriate, the reason for the return (the latter is optional for validate the quality and satisfaction of our customers). As soon as possible we will contact you to manage the operation.
All packages sent to our headquarters and/or those sent free of charge will be rejected. In these cases, the package will be rejected and returned.
In case of refunds:
If the product is returned within fourteen days of delivery to your destination address (the date of the certificate or delivery note of the transport company will be the proof of said delivery), we will reimburse you using the same method used to make the payment. In the event that this reimbursement method is not viable, we will reimburse it by bank transfer to the account number that you indicate and of which you are the holder. In case of technical analysis of the product within the framework of the right of withdrawal, we will do everything possible to reimburse the customer as soon as possible. This period will depend on the technical tests carried out by the After Sales Service of the manufacturing company, with a maximum duration of 30 days.
If you need any help to do this, please do not hesitate to contact us. We are here to help you.