Shipments - Returns

Delivery times

The delivery time for orders from the time they leave the warehouse is:

-Within the European Union: 7 to 10 days*.
-For the rest of the world: 10 to 14 days*.

Please note that these periods are working days and are counted from the time they leave our warehouse*.

These delivery periods are merely indicative, as they depend on the complete availability of the items ordered in the warehouse(s) handling your order and on the postal delivery service in your country. Nevertheless, deplacer.com will endeavour to respect the delivery times in the shortest possible time, and cannot be held responsible in the event of exceeding the 45 working days due to product availability problems. In the event that any of the items ordered are not available at the time of purchase, deplacer.com will process your order as soon as possible, and once the stock has been replenished, it will be sent to you within the deadlines indicated. In the event that the items ordered are definitively out of stock for reasons beyond our control, the customer may replace these products with others of similar value, without incurring additional costs.

In orders of more than one item, in which one (s) of the products is not in stock, two types of shipment may be made. A single shipment will be made when all the products are available; and two or more shipments when the remaining products are received. In this case, the customer will only pay for the costs of the first shipment, and deplacer.com will be responsible for the costs of subsequent shipments.


(*) The delivery time is not the same as the time it takes to leave the warehouse. The delivery time is the period of time it takes for the order to reach its destination from the time it is shipped.

The time from the warehouse is the same as the preparation time, i.e. the time that elapses from when your order is received and payment is confirmed until it is handed over to the transport service. The period of time from the warehouse is variable and depends on the total stock of products in stock, which may mean that the period indicated may be extended until the complete replenishment of items, not exceeding 60 working days.

All the periods mentioned will be counted from the moment that deplacer.com receives the total amount of the order by the means of payment selected by the customer.

The delivery date mentioned in the order confirmation is only indicative, consequently, a possible delay in delivery cannot be sufficient cause to request the cancellation of the order or to claim damages for it.

Delivery will be made to the delivery address indicated by the customer when placing the order.

Quantity purchases:

Purchases exceeding 10 units of the same brand, same item, or same category, are considered quantity sales and a 30-day preparation time applies. Shipping times are the same as for any other purchase. Check shipping times in this section.

Bulk purchases:

Wholesale purchases must be authorised in advance and the customer will have to provide tax details to check their validity,


Delivery

European Union

Delivery will be made to the address indicated by the customer, which may be different from their usual residence or billing address, and may also be sent to their place of work or even to a third person to whom they wish to give a gift. Deliveries are made through the transport companies available in the warehouse that manages your order. In all cases, except for shipments under the "free shipping" promotion*, the identification of the purchaser or the person to whom the order is addressed by means of an official document that identifies him/her (ID card, passport, residence card, driving licence) and the signature of the recipient will be required.

In the event that a shipment cannot be delivered and the causes are attributable to this, a new delivery may be made (once we have received the returned shipment), and the costs generated by these shipments must be paid by the customer, after payment of the additional costs.

Rest of the World

The delivery will be made to the address indicated by the customer, which may be different from their usual residence or billing address, and may also be sent to their place of work or even to a third person to whom they wish to give a gift. Shipments are made through the transport companies available in the warehouse that manages your order, and delivery will be made by the postal service of your country. In any of the cases, except in shipments under the promotion of "free shipping "*, the identification of the buyer or the person to whom the order is addressed by means of an official document that identifies him/her (ID card, passport, residence card, driving license) and signature of the recipient will be required.

In the event that a shipment cannot be delivered and the causes are attributable to this, as many shipments as necessary may be made (once we have received the returned shipment), and the costs generated by these shipments must be paid by the customer, after payment of the additional costs.

*Shipments under the promotion of "free shipping" that do not exceed 200 euros of purchase, will be sent by standard postal service without requiring the signature of the recipient.

Orders with delivery in European Union countries are managed and processed by different warehouses located within the European Union.
Orders with delivery in countries outside the European Union are handled and processed by warehouses located inside and outside the European Union.


Responsibility for international orders:

All items shipped internationally are shipped from the warehouse supplying the goods. Once your order has been shipped, you will be able to request a tracking number for your shipment, unless you have taken advantage of the "free shipping" promotion*.

Delivery times vary by season, however, you can expect delivery in North America in 15 business days, South America in 20 business days, and the rest of the world up to 25 business days (approximate time).

All duties and taxes to the destination countries are to be paid by the buyer. The payment made for your order includes only the purchased items and postal charges. Any other additional charges are to be paid by the buyer. Customs guidelines and laws vary from country to country. It is up to the buyer to ensure that the product is legal to import into the destination country and to be properly informed of the tariffs and customs formalities in their country. deplacer.com is NOT responsible for any legal action or confiscation of products shipped.

In the event that an order is not collected by the customer for reasons attributable to the customer, such as refusal to receive it, unsuccessful delivery attempts or failure to manage the customs formalities for delivery, the customer will be considered to have abandoned the purchase and will not be entitled to any refund, claim or compensation. In the event that within the following 14 days the customer requests a reshipment of his order, he will have to pay the corresponding shipping and handling costs. Under no circumstances can you claim the reshipment of a rejected order after 14 days from the confirmation of the withdrawal.

Any action taken by the postal service and customs authorities of your country with respect to the delivery of your order, such as negligence, omission, confiscation or violation of the laws, exempt us from any responsibility, and in any case, even if the goods are returned to our warehouses, the customer may NOT request a reshipment, refund of the amount paid, or make any kind of claim.

deplacer.com ships to most countries, however, we will not ship to countries with a high rate of fraud or in specific cases we reserve the right to refuse, cancel, or request additional information if we consider that your order may be high risk.

*Shipments under the promotion of "free shipping" that do not exceed 200,00 euro of purchase, will be sent by standard postal service without requiring the signature of the recipient.

 

Responsibility

If an order does not reach its destination for any reason attributable to the transport company, deplacer.com will assume responsibility*, claiming the shipment from the company responsible, and once the situation of the shipment is known, a new delivery will be processed or in case of return of the shipment, we will proceed to make a new shipment at deplacer.com's expense.

*Our responsibility is limited in the event that the order could not be delivered for reasons attributable to the customer, such as absence of the customer, failure to collect the order within the stipulated time, incorrect or incomplete address, or any other reason that proves the customer's responsibility. In any of these cases, the return of the shipment will be managed and the customer will be informed of the situation by e-mail, who must agree to process a new shipment at the customer's expense.

If instead of requesting a new shipment, the cancellation and refund of the order is requested, and the customer is responsible for the non-delivery, the amount corresponding to the shipping costs in force at the time of purchase will be deducted from the total amount paid (even if the "free shipping" promotion has been used) plus a 25.00 euro fee corresponding to packaging and management.


Returns and Exchanges

The products offered in our shop are for personal use and for health and hygiene reasons it is not possible to make returns or exchanges once the seals or packaging of the product have been removed, unless there is a defect in the product, for which you must send the items to the address we indicate, where they will be inspected by our staff to verify the condition of the product and confirm whether it is a manufacturing defect.

In the case of textile products, except for underwear, swimwear or similar, it is possible to request an exchange of size within 14 calendar days of receipt of the product. To request an exchange, you must contact our customer service department who will guide you through the steps to follow. The shipping costs derived from a return due to a size change will be paid by the customer and you must use a registered shipping service that allows tracking.

For the replacement of defective products, the customer will have 14 calendar days from receipt of the order to make a claim. The replacement of products is possible if the product has arrived in poor condition (obvious damage to the item, damage to the packaging, defects in the manufacturing process, or liquid has spilled from the contents of the product.

To request an exchange for a defective product, you must contact our customer service and request an RMA (Return Merchandise Authorization) with the following information:

-Order number or the e-mail address used for your purchase.
-Defective product(s)
-Problem(s) encountered

Once the return has been authorised, the customer must send the defective product(s) using a registered shipping service that allows tracking, and upon receipt will be transferred to the corresponding warehouse to check the product and approve the replacement. If approved, we will replace the item with another identical or similar product at the same or higher price, which will then be sent in a new shipment.

Refunds and unclaimed orders

The maximum period for requesting a refund for an order that has not been received is 60 days. After this period it is not possible to make a refund. If you have not received your order within this period, and we have not received the returned shipment, we will open a complaint to the transport service to find out the status of your shipment.

If the delivery has not taken place due to the customer's fault, we will be able to send a new shipment at the customer's expense. If the delivery has not been made due to a charge attributable to the transport company or to our fault, we will be able to make a new shipment without extra charges.

If instead of requesting a new shipment you request the cancellation and refund of the order, and the responsibility for the non-delivery falls on the customer, the amount corresponding to the shipping cost in force at the time of purchase will be deducted from the total amount paid (even if you have used the "free shipping" promotion) plus a fee of 25,00 euro corresponding to packaging and management.

If you require a refund, you must request it from your customer account in the "Shipping and Returns" section, by filling in and sending the "Refund Request Form". Refund requests by other means will not be accepted. Refunds will be made by the same method of payment used when making your purchase, unless for exceptional reasons it is not possible to make a refund by this method, they may be made by another method with the prior authorisation of the financial department.

The time limit for processing a refund of a credit or debit card payment is 21 calendar days from the date of processing. Refunds are credited to the same payment method used to make your purchase (unless this is not possible for technical or operational reasons) and take at least 7 calendar days to appear on your account statement. In the case of credit cards, you may not see the credit until the next closing of your card. If you are unable to locate the refund within the above timeframe, you may contact us or check with your financial institution.

The processing time for processing a refund of a bank transfer payment is 30 calendar days from the date of processing. Refunds are credited to the same bank account from which the payment was made and take at least 7 days to appear on your account statement. If you are unable to find the refund within the aforementioned time limits, you can contact us or consult your financial institution.

If you have not received an order and the delivery is confirmed, the maximum period you have to claim your order is 90 days from the date of confirmation of delivery. Once this period has passed without you having claimed it, it will no longer be possible to claim it, request compensation or refund.

Terms and Conditions for Orders to Order

These conditions refer to products not available in our online catalogue.

Orders for made-to-order items, custom-made items or items with special instructions cannot be cancelled once they have been confirmed by accepting the conditions of sale by means of an e-mail message from the customer's account. These orders will be paid in full before the order is sent to our suppliers and due to the special characteristics of the products ordered, they may be delivered in several partial shipments until the entire purchase is completed. If the delivery is made in this way, the transport costs will only be charged once and for a single shipment, as the others, regardless of the quantity, will be charged to our company.