When will my order be delivered?
In general, if you pay before 12 pm, orders will be shipped out the next working day after your order is placed. If you pay later, they will be shipped out 2 working days after its placement. The delivery time also depends on the delivery area. In Spain and Portugal—Peninsula area—deliveries will be provided on the following working day. In Baleares, 2 or 3 extra days may be needed. We do not deliver in P.O. boxes.
However, these deadlines are just a guide and they may vary for reasons beyond our control. If a delivery took longer than 5 working days, we would contact you and you could choose to cancel the order and receive a refund.
How will my order be delivered?
As soon as your order leaves our warehouse, you will receive a confirmation email.
Your delivery will be considered as complete when your products have been delivered by the shipper and you have signed the delivery note. Remember to verify that everything is correct. We are not committed to any specific delivery time, as this process depends on third parties.
If your order cannot be delivered after two unsuccessful attempts, the shipper will leave a note for you to go to the nearest office to pick it up.
We love being on time. Therefore, if you detail all the necessary data for shipping, we can deliver your purchase immediately.
If you notice any mistake on the delivery —state of the goods, packaging, etc.— please, put it forward in the General comments section of the document delivered by the shipper. Please, send us your comments within a maximum period of 24 hours either by phone +34 881 183 003 or by email to email@example.com in order to correct it as soon as possible.
How much are the shipping costs?
There are minimum purchase amounts available so that we can give you the shipping costs as a gift. If your purchase amount is over 20€, you will not have to pay any shipping costs. In addition, we launch free shipping promotions from time to time. Shipping costs depend on the amount, the package weight and the delivery area of your order. Check this table to find out an explanation of this:
|Delivery area||Shipping costs (VAT incl.)||Maximum weight (kg)|
|Península (Spain and Portugal)||3,95 €||2 kg|
|Balearic Islands||9,53 €||3 kg|
|Península (Spain and Portugal)||5,65 €||5 kg|
|Balearic Islands||+1.29 €*||*From 4 a 250Kg, +1.29 € per additional kg|
In case of especially heavy or bulky orders, we may require an additional amount in order to cover expenditure. In this case, if you do not agree, you will receive a refund and your order will be cancelled.
I am in the Canary Islands, Ceuta or Melilla... Can I place an order?
Unfortunately, we do not ship to the Canary Islands, Ceuta or Melilla right now. But shipping to these areas is part of our future plans!
What happens in case of out-of-stock?
All the products you can find for sale on our website are in stock. However, due to the warehouse sync and the time period between an order register and the reception of the payment receipt, some products may be out-of-stock. For these reasons, it would be possible an out-of-stock isolated case.
If we cannot ship a product, we will contact you immediately in order to communicate it, cancel your order and give you a refund. It will not be possible to maintain the price of a product out of stock during the restocking because price may change with every restocking.
Can I return a product?
Of course! We accept the return of products provided that they have not been opened or used and they are in perfect condition and in their original packaging. You can return them to us within 14 days of the delivery date.
How do returns work?
Firstly, contact us to return your product and then send it to us. After verifying the perfect condition of your product, you will be refunded by the same method as your payment, except for the original shipping costs (see prices above). Return shipping costs will be borne by customers.
It is important that the product and its packaging are in perfect condition. Otherwise, we could not refund you. Products must be returned in its original box/packaging. For health and hygiene reasons, if a product is wrapped in transparency paper, it must remain unopened. Products with sealing labels must remain the same and, above all, products must be unused.
What happens if I receive a defective or wrong order?
Verify your order upon receipt. Provided that a product is not correct, we will be in charge of the whole process. Send us an email to firstname.lastname@example.org and we will tell you how to proceed.
I have received a damaged product
Send us an email to email@example.com and we will tell you how to proceed.
I have ordered a product and I regret my purchase
If you regret your purchase, send an email to hola@anainas or call us by phone. If your order is still in our facilities, we will cancel it.
If your order is on the way, we shall wait until receiving it back in our facilities. After the receipt, you will be refunded by the same method as your payment, except for the original shipping costs (see prices above). Return shipping costs will be borne by customers.