Frequently Asked Questions


You're about to have a unique experience, and we want to make sure everything is clear!

Check the sections below to find answers to the most common questions

 Can't find what you're looking for?
Contact us at the bottom of the page under "Contact" and we will respond as soon as possible.


Last updated: November 2025


1. General Questions

Our online store is indexed and verified as a legitimate business and has passed global antivirus security checks to ensure a safe purchase with full customer protection. You will find verification logos during the payment process for your convenience and security.

If I buy any product, is there a possibility of catching Covid-19?
All our products are handled with complete safety and hygiene, following all Covid-19 protocols.

Where can I find your policies?
All our legal policies can be found at the bottom of the main Home page, and you can read the following legal policies:

~ Written Return and Refund Policy: ( Refund )
~ Privacy Policy: ( Privacy )
~ Terms of Service Policy: ( Terms of Service )
Shipping Policy: ( Shipping )
~ Contact Information Policy: ( Contact )
~ Legal Notice Policy: ( Legal )

What should I do to make a purchase correctly?
To make a successful purchase, you must write your personal information correctly and accurately, such as:

~ Name and Surname
~ Address
~ Telephone Number (Mobile), (this is used for Correos to contact you or for us to contact you regarding your shipment)

~ Email (this is used so we can contact you to track your order)

Shipping Types (Free or Premium)
~ Bank Details
Any incorrectly written address, phone number, or email address will likely mean that your order will not arrive or we will not be able to contact you. Therefore, it is very IMPORTANT to write both your address and personal information correctly so that your purchase is completed successfully.

Can I cancel my order?
Cancellations are possible if you don't receive your order within the timeframe specified for each individual product. Sometimes orders are shipped before we can process the cancellation, so if you cancel your order after a certain period but still receive the package, you can choose one of these three options:

~ Recycle it
~ Donate it
~ Enjoy it

If you wish to cancel for any specific reason, you can write to us on our Contact page and we will assist you as soon as possible within our business hours and days.
We recommend that our customers read and learn about each product page in our store to help them make an informed purchase decision.

How will I know if my order has been processed correctly?
Once your order has been processed within 24 business hours, you will be contacted up to two times during business hours to confirm your shipping details. At the same time, we will request your permission and consent to notify you via WhatsApp with your order's tracking number once it is en route to your home using our high-level logistics delivery service. You will not receive any marketing emails (SMS) or WhatsApp messages, respecting your privacy and data protection. Your data will only be used for online orders placed through our store.
This process will only be executed on all orders that are Cash on Delivery.

Every order paid by credit card will be given an order tracking link.

2. Product Questions

Where can I find the products?
 The articles can be accessed by going to the main page (Home) and from the top left (3 bars) click and the Catalog tab (if you are on mobile).

How do I add products to my cart?
From the product page, click the button at the top, next to the magnifying glass, which is your "Shopping Cart." You will be redirected to the cart page, where on the right there is a button to increase or decrease the number of units. To remove fewer units of a product, select the minus (-) symbol, and fewer units will be removed from your cart. Selecting the plus (+) symbol will add more units of the product. To remove a product from your cart, simply click the trash can icon next to it.

Is the product authentic or safe?
We take great care to ensure our products are 100% safe and authentic. All our products are manufactured to a high standard using durable materials for customer comfort.

3. Payment Questions

What forms of payment do you accept and are they secure?
 In our online store we only accept secure payments with credit/debit card, Visa, MasterCard, Maestro, American Express, Ideal, Bancontact, Shop Pay, Apple Pay, Google Pay and PayPal and even cash on delivery for your convenience.

We never have access to your bank details. When you enter the payment process, you will be redirected to the bank's secure payment gateway, so your data remains completely invisible to us. Once the payment is made, the bank provides us with instant confirmation that the payment has been processed correctly, ensuring your payments are completely secure and encrypted for your safety and convenience.

What are Express or Simplified Payments?
From the product page, click the button at the top, next to the magnifying glass, which is your "Shopping Cart." You will be redirected to the cart page, where on the right there is a button to increase or decrease the number of units. To remove fewer units of a product, select the minus (-) symbol, and fewer units will be removed from your cart. Selecting the plus (+) symbol will add more units of the product. To remove a product from your cart, simply click the trash can icon next to it.

Is the product authentic or safe?
Our store offers express or simplified checkout processes, which means that the customer's payment and shipping information are saved to complete the order more quickly. By using express checkout buttons, customers can skip the shopping cart step and go directly to checkout. We offer express checkout buttons for:

~ Shop Pay
~ Google Pay
~ Apple Pay
~ PayPal

My card is giving me an error and I can't complete my payment.
Most declined transactions are caused by card limits. Check with your bank to increase your daily, weekly, or monthly limit. The second most common reason is trying to make the payment with an outdated browser. Bank payment gateways require an up-to-date browser to keep your data secure at all times. Try making the purchase using a different, updated browser such as Google Chrome.

4. Shipping Questions

Can I get free shipping on my orders?
All our products have free shipping as long as it is not cash on delivery, otherwise, your shipments will always be less than €5 with shipments of 24/72 hours maximum.

How long will it take to receive my order?
 Once you place your order, it will be processed directly on business days. If it is a purchase on a holiday or weekend, your order will be processed directly on the next business day and your order will be sent to arrive at your home within an estimated timeframe of between 24/72 hours and a maximum of 4 days (depending on the location).

Delivery within Spain and Portugal will take between 24 and 72 business hours. We do not ship to the Balearic Islands, the Canary Islands, Ceuta and Melilla, Andorra, the Portuguese islands (Azores and Madeira), or European islands where shipping costs are affected by increased taxes such as customs duties, tariffs, etc.

Where can I track my order?
Once we ship your order, we'll send you a WhatsApp message with your tracking number so you can easily track your shipment without having to call anyone. In the unlikely event of a lost or damaged item, we'll send you a replacement free of charge.

What should I do if the order arrives damaged?
If this is the case, please contact us by clicking on the following link, Contact Us , indicating the delivery date, the product name, and a photo or video as proof of the order received. We will contact you via email to confirm whether your order arrived defective. If so, we will send you a new product within a maximum of 5 business days, as per our warranty and return policy from the date of delivery.

No refund will be issued for any order whose main reason is:

~ The customer didn't like the product
He broke it himself as a fraud
It's a different color, but it does the same job.
~ He accidentally ordered a product of a different color
~ He entered the wrong address
~ Or report any malicious damage for fraudulent purposes

No refund will be issued for any order whose main reason is:

~ The customer didn't like the product
He broke it himself as a fraud
It's a different color, but it does the same job.
~ He accidentally ordered a product of a different color
~ He entered the wrong address
~ Or report any malicious damage for fraudulent purposes

Any product that arrived in conditions such as:

~ It arrived broken
~ It arrived defective from the factory
~ It has never arrived
~ The product does not match the product description

In any case, you can write to us through our Contact page.

If your order had arrived damaged, been lost, or in any other viable case:

We apologize for the bad experience/incident with the shipments.
We will refund the amount spent on the product.
We will offer you a discount coupon
We invite you to make another purchase.

In the most extreme case, if we detect fraudulent intent against the store, the support team, and our brand in photos or videos sent by a customer in an email requesting a refund, after ruling out all the points mentioned above (and with the assistance of digital fraud experts), the customer will be permanently banned from purchasing any product from our store. Furthermore, the customer could face legal action through private attorneys in accordance with Spanish Fraud Law and other applicable regulations. We take the integrity and security of our operations and the data protection of our customer community very seriously.

5. Contact Questions

Do you have customer service?
 Yes, on the Homepage, in the Contact section at the bottom of the page. Fill out the form with your name, email address, and phone number, and we'll get back to you via email as soon as possible.