1. How long does it take to get my order?
If your order is sent inside Spanish Peninsula it will take between 24 and 72 hours.
Orders that we receive before 12pm will be normally delivered the same day. If you place your order afterwards, it is likely that your order will take 48 hours to arrive. If you live in a small town it is also likely that our shipping company may take longer.
If you want to be sure when your package arrives send us an email to email@example.com, we will respond asap.
2. How many are the shipping costs?
The basic shipping price is 5,90€ in Peninsula.
If the package is heavy, as the system will calculate the weight once you have the products in your shopping cart, you can always check the "calculate shipping costs" button to make sure of what it costs to send those specific products that you have in the basket to the specific destination you want.
3. Do you ship outside of Spain?
Of course! We love to take our Spanish products around the world. At this time we are shipping to all of Europe but we're looking into being able to ship worldwide soon.
4. I want a receipt for my order, what do I do?
As soon as we receive payment for your order, the system automatically sends you an email with the invoice (beware, if your email is from Gmail it is likely that the invoice will go to the "notifications" tray).
The data of the invoice will be those that you have given us during the purchase process. In case you want to change that, you must cancel the order and return to make another order with the correct data.
Since most of our orders are gifts, we do not put the paper invoice in the order.
5. Do you send to the Canary Islands?
For reasons that transcend us, related to the alteration of shipping prices to 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 now, we are forced to cancel them.
6. The product has arrived and it is damaged. What do I do?
First of all, we're so sorry that happened.
When we pack your orders here in the Real Fábrica warehouse, we always try to protect the products for the shipments as much as possible. We also take great care of the packages and warn about their fragility to the shipping company, but very occasionally, these things happen.
To be able to complain about this problem with our shipping company and send you the product again, we would need you to send us a photo (a quick one with your mobile phone, it's ok) where we can see the damaged goods.
Messengers are aware that sometimes they hit the packages more than they should, but they give us a maximum and inscrutable term of 4 days from the date of delivery for them to accept the claim (they will pick up damaged products and deliver new ones that we we give them).
7. I want to return my order (give up). What I do?
Of course you can return your order if you just did not like it. Here's what you have to do:
- You have 14 days to think about it. Send us an email (firstname.lastname@example.org) before 14 days if you have decided to use your right of withdrawal.
- After your email, we will take note of the incident and we will respond with the address where you should send us the product/s you don't want. From this moment, you have a period of 10 days to send it to us. The return expenses derived from the exercise of the right of withdrawal shall 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 methods that you used. We will notify you by email about it as soon as we receive them! Remember that the product must arrive in perfect condition so that we can reimburse it, so make sure your shipping company treats the package with great care, or protects it sufficiently.
If you want to request another size or color, you must place another order through the online store. If you have any other question, here we are for what you need (email@example.com)
8. Product sold out. Would you notify me when it's restocked?
Of course we'll notify you! Register online and click on the notice me link on the product for us to notify you. As soon as it arrives we will email you in case you are still interested.
9. Do you sell to other stores?
At the moment we do not sell to other stores, but we are looking into it.
10. Do you personalize the products?
We do personalize gift packs and make them however you want, with the products you prefer and love, just for one pack or several ones. We can also think about how to personalize the wrapping if they're for any event or company gifts.
However, we don't customize the products themselves (such as bags, cups, slippers...)