Dear customer, in Casa Vega we are transparent with our shipping and return policies. If any questions should arise, contact us through mail firstname.lastname@example.org or calling 913 65 26 51 from 11 a.m. to 3 p.m. from Monday to Sunday.
Shipping conditions could eventually be modified to guarantee a correct service, and the customer is expected to review them prior to placing the order.
1. HOW MUCH DO SHIPPING COSTS REPRESENT?
Peninsula and Balearic Islands: € 5.
Canary Islands: € 32.
Continental Europe: 19€
United Kingdom: € 24
USA: € 42
Packages will be sent via DHL Express and delivered within 2 to 4 days depending on the area. Purchases after 15:00h will be managed the next working day.
*Delivery times correspond to working days excluding holidays, national, regional or local.
During holidays such as Christmas or national holidays it is difficult to guarantee delivery on the indicated days due to the high volume of shipments.
2. CAN I PICK UP AN ORDER AT A DHL OFFICE?
In case you prefer to pick up your order at a DHL office you can request it through the DHL Express link that you will receive through SMS.
Enter your zip code and a list of available offices will appear; the day it would be available for pick up will show.
• The mobile phone of the registered recipient is essential.
• It is mandatory to present an identification document to pick up the order.
If you have any questions contact us at email@example.com and we will help you manage your shipment.
3. CAN THE SHIPPING ADDRESS BE CHANGED AFTER I HAVE PLACED AN ORDER?
Yes, as long as the order status allows it, via the DHL Express SMS that is sent to you once the product has left the DHL warehouse. In addition, you can also change the delivery day in the event that you are not at your home at the indicated time.
Through DHL Express and its On Demand Delivery service you are provided with the following delivery preferences:
- Reschedule delivery to another day, delivery with online signature, signature on form, delivery to a neighbour, delivery at a service point, alternative address, saved for holidays (a maximum of 30 days)
If you have not been able to make the change of address through this option do not hesitate to contact us through the firstname.lastname@example.org
4. HOW CAN MY ORDER BE TRACKED?
As soon as you have completed your order you will receive a confirmation email along with a DHL Express link so you can track online. As mentioned in the previous section, through this link you can manage the delivery of the package, either change delivery date or pick up the order at a DHL office.
5. WHAT CAN BE DONE IN THE CASE OF NOT HAVING RECEIVED THE ORDER?
Write to us at email@example.com. We speak Spanish, English, French and Italian.
The two main reasons why you may not receive your package are:
Wrong address: we recommend you always check that the address you entered is the correct one.
Failed delivery attempts: DHL Express makes up to three delivery attempts with agreed delivery date/time.
In the event that you have not been found for more than 14 business days since the first delivery attempt, the procedures for the return to our offices are initiated.
We recommend checking all SMS, calls and e-mails.
6. WHAT HAPPENS IF THE DELIVERY IS NOT POSSIBLE?
When an order has not been delivered for reasons beyond casavega.es and more than 14 business days have elapsed since the first delivery attempt, the package is returned to our offices.
We automatically proceed to refund the full amount of your purchase within 14 working days of receipt of the order, except for the costs incurred by sending and returning the package.
7. CAN MY ORDER BE CANCELLED?
We have a time of 2 working hours from the time you place the order to try to cancel it, it depends on several factors and how quickly the order is prepared.
Once we receive your cancellation request we will confirm if it has been possible and, otherwise, we will indicate the steps to follow.
In the event that the cancellation request reaches us after 2 hours, the shipping and return costs of the order will be borne by the customer, since once the shipping label has been printed, the request cannot be canceled.
1. CAN A PRODUCT BE RETURNED?
Yes, casavega.es has a flexible return policy.
1. By the time you receive the product you have 14 days to return it, your right of withdrawal, and you will be refunded the full amount of the purchase , but you will be charged the shipping and return costs (unless the return is due to having received the product in defective condition).
2. All products must be returned in their original box/packaging in which they were received and with the original labels.
3. The products cannot have been used.
2. WHAT OPTIONS ARE THERE WHEN RETURNING A PRODUCT?
When you return a product (provided that it is within 14 working days of receipt) you can choose to:
• Get a refund of the amount paid.
• Obtain a replacement of the same reference (in cases of return due to being damaged or in poor condition).
• Receive a replacement of a substitute product or another size (in the event that the new product has a lower amount, casavega.es will be responsible for the refund of the difference, on the contrary, if the product has a higher value, the customer must pay the difference).
The refund of the amount or the new shipment of products will be made from the momento of the reception of the package in our offices up to a period of 7 working days. In the event that we finally proceed with the refund of the amount, this will be made to the same payment method used and you will receive an email with the confirmation and within the following 3-5 working days , depending on the bank,the amount in your account.
Casavega.es reserves the right to refuse the return in case the product is not received in perfect condition according to what is indicated in the section "Can a product be returned?"
3. ARE THE RETURN COSTS PAID?
If you have received the order with damaged products, you will not have to pay the return shipping costs in any case. Likewise, if you request the same product that was damaged to be replaced, the management and transport costs will be borne by casavega.es.
Casavega.es also gives you the option to return or exchange the products, even if you have received them in perfect condition. However, in this case the management and transport costs will be at your expense.