Shipping and Return Policies
When will I recive my order?
It takes us between 1 and 2 business days to process an order, after which we will ship it to you. The shipping time depends on your location, but you can estimate it as follows:
Spain (Only for peninsular shipments, the Balearic Islands, the Canary Islands, Ceuta and Melilla are excluded): Between 1 and 2 business days
Islands, Ceuta and Melilla by air: Between 2 and 4 business days.
Land Europe: 8-10 business days
International and Europe air: 5-8 business days
If for any reason the order has to be delayed, we will contact you to let you know.
Once the order has been placed, it is not allowed to make any change in the shipping address, unless the customer bears the costs and it is expressly accepted by the parties.
Shipping costs are not included in the price of the items unless otherwise stated. These will appear broken down in the summary of your purchase. The expenses will be calculated depending on the destination and the volume of your order.
Where is my order shipped from?
Our company is located in Spain and from this point your orders will be sent.
Will I have to pay customs fees for my order?
International orders may incur additional customs charges. This rate is not under our control, and is the decision of your customs agency. Customs policies vary greatly between countries, so we recommend that you speak with your local authorities to clarify this point.
How do I track my order?
We will send you an email with the shipping confirmation, where we will indicate the name of the carrier and the tracking number. In some cases the carrier will send a link to track.
If you have any questions about your shipment, contact us at info@elaiazait.com.
I have received a wrong or damaged product. What I do?
We are sorry if your product has arrived damaged. To solve it as soon as possible, send us an email to info@elaiazait.com in 48 hours from the moment of delivery with photos of your damaged product, your order number and any other details you have about the order.
We will contact you with a solution asap!
My order should have arrived by now, but I haven’t received it yet. What I do?
If after a period of 10 working days for national, island and international air orders and 15 days for land Europe from the confirmation of your order you have not received it, please contact us by email info@elaiazait.com.
Before contacting us, please help us by following these steps:
Check your confirmation email to make sure there are no errors in the shipping address.
Follow up on the website of the transport agency with the number we send you and you will be able to know where it is.
Ask your neighbors if the carrier had left them your package.
Returns
The customer has 14 days to cancel his order from the date of receipt. Before proceeding to return the money, the following will be verified:
The product is in perfect condition
The product comes with its box, wrapping or packaging.
In case of not complying with the above, the product will be made available to the customer who will have to take charge of its collection or shipment.
In case of not complying with the required requirements, the company may demand an amount of 35 euros which will be aimed at compensating costs for the return procedures and supervision of the return. To recover the product, the customer must pay this amount prior to receiving his purchase again.
The shipping costs of the purchase will not be included in the return.
The company, in the event of a return, may charge the return costs, including transport costs, being able to deduct it from the amount to be returned.
All purchases will be subject to Spanish legislation regarding guarantees and returns.
Do you return the money?
Except for the cases legally established for this and following the return conditions described above, we only offer money returns to customers who receive wrong or damaged items. If this is your case, please contact us at info@elaiazait.com with photos of your article and we will find a solution.
