FAQ. Frequently asked questions
Orders
Your order for mainland Spain will take 1-2 business days to arrive.
Orders received before 12 noon will be delivered the following day. If you place your order after 12 noon, your order may take 48 hours to arrive. If you live in a village, it is also likely that our courier may take a little longer.
If you want to be sure when your package will arrive, send us an email to hola@realfabrica.com and we will respond quickly.
For more information, please see our shipping page .
Yes of course.
Before paying, in the shopping cart, just below the products you have added, you will see a text that says " Is it a gift? We will wrap it for you". There you can add the wrapping , which costs €3.90, which will be added to your order.
If you do not want to wrap all the products in your order, add a note to the order giving us instructions on this matter.
If you want, you can also add our famous burrito bag to your basket for €0.50.
As soon as we receive payment for your order, the system automatically sends you an email with the invoice (note that if your email is from Gmail it is likely that the invoice will end up in the "notifications" tray).
The invoice details will be those that you have provided us during the purchase process. If you want to change them, you must cancel the order and place another order with the correct information.
Since most of our orders are gifts, we do not put the paper invoice inside the order. Only by email and to whomever buys!
First of all, if so, I apologize a million times for what happened.
When we package here at the Real Fábrica office, we always try to protect the products as much as possible for shipment. We also take great care of the packages and warn the courier about their fragility, but very occasionally, these things happen.
In order to make a claim with the courier and have the product sent to you again, we would need you to send us a photo (with your mobile phone or however it is easiest for you) of the product in question where the damage can be seen.
The couriers are aware that sometimes they take more hits than they should, but they give us a maximum and inscrutable period of 4 days from the delivery date to be able to accept the claim (they will collect the damaged products and deliver the new ones that we we give them).
Of course you can return your order if you simply don't like it. We tell you what you have to do:
- You have 14 calendar days to think about it. Send us an email before 14 days if you have decided to use your right of withdrawal (if for whatever reason you want to return it).
- After your email, we will take note of the incident and we will respond to you with the address where you should send us the product/s. From here you have a period of 10 days to send it to us. The return costs derived from the exercise of the right of withdrawal will be borne by the buyer.
- The refund of the purchase amount will be made once the condition of the merchandise has been checked, and through the same payment method you used. We will notify you by email about it as soon as we receive it! Remember that the product must reach us in perfect condition for us to refund it, so make sure that your courier/postal service treats the package with care, or protects it sufficiently.
If you want to request another size, size or color, you must make the purchase again through the online store.
Returns will not be accepted for items that have been used or without their original packaging, nor for perishable products.
And for any other question, we are always here for whatever you need.
Of course we'll let you know! Register and click on the notice on the product to be notified. As soon as it arrives, we'll give you a call in case you're still interested.
Shipping
In mainland Spain approximately 1-2 business days.
Orders received before 12 noon will be delivered the following day (if you place your order from Monday to Thursday). If you place your order after 12 noon, it is likely that your order will take 48 hours to arrive. If you live in a village, it is also likely that our courier may take a little longer.
The price is €5.90 in the Peninsula.
If the package is heavy, the system will calculate the weight once you have the products in your shopping cart, and you can always click on the “calculate shipping costs” button to find out how much it costs to send those specific products you have in your cart to the destination you want to send them to.
For more information, please see our shipping page .
Yes, of course. We love to take our Spanish products around the world. We currently ship to almost all of Europe.
For more information, please see our shipping page .
For reasons beyond our control, related to the change in courier prices to the Canary Islands, we have been forced to temporarily suspend these shipments. We are studying the existing alternatives to resolve this situation as quickly as possible, but for the moment, we are forced to cancel them.
For more information, please see our shipping page .
Payment methods
You can pay by bank card, Paypal or transfer.
Stores
Yes, we have a physical store in the Barrio de las Letras in Madrid. It is located at 9 Cervantes Street.
Opening hours: Monday to Sunday from 11:00 a.m. to 3:00 p.m. // 4:00 p.m. to 8:00 p.m.
We don't sell to other stores at the moment, but we're almost there.
Customized products
We can personalize the gift packs and make them as you want, selecting one product or another. Both for many packs and for just one. We can also think of ways to handle the products if they are for gifts/events, etc.
We do not personalize the products themselves (such as cups, carrycots, etc.).