DO YOU PROVIDE FREE SHIPPING?
We ship free of charge within the E.U. for orders above 100€. For lower amounts, we charge 4.95€ within Spain, 9€ within the E.U.
For all countries outside the E.U., a shipping fee will be added depending on the country of destination. You will get this information throughout your checkout process. Shipping to:
EUROPE outside of E.U: 20€
US & Canada: 25€
WHAT ARE THE DELIVERY OPTIONS?
We deliver with Carbon Neutral UPS Transborder Standard which takes normally 2- 4 business days from our warehouse in Madrid. For Central and Northern Europe, the shipping time might take up to 5 business days. And for remote countries, the shipment time might vary. You will get this information throughout your checkout process.
HOW DO I TRACK MY ORDER?
When we have sent the package to your delivery adress, we will send you an email with the tracking number of the shipment so it can be traced if needed.
CAN I RETURN AN ORDERED PRODUCT AND GET FULL REFUND?
Yes you can return it within 14 days from the day of the reception of the package. There are 2 options.
1. If the product has a defect you can of course return it at our expense and get a full refund. Send us an email at: firstname.lastname@example.org together with pictures of the irregularity and the order number. We will send you the paid return label for you to stick on the return package. Then, send the package from an UPS access point.
2. If you change your mind and simply wish to return your product, you will get a full refund. However, the return cost is at your expense and we highly recommend you to send it with a delivery receipt/tracking number. Send us an email at email@example.com, specifying the order number.
Then, send the package back to us with a transporter of your choice.
The returned product must of course be unused and in a perfect condition, bearing the original labels. Products that are returned incomplete, damaged or soiled, will not be taken back. Please be also aware that we will not take charge of the tax and duties for countries outside the EU if they apply, the amount of taxes and duties costs will be deducted from the refund.
RECEIVING A REFUND
Your refund will be credited to your original form of payment within 7 days from reception of your returned goods.
In case you decide to exchange the product for another colour or model, please follow the step for a Regular Return (2) and then proceed to a new online order.
If you need to file a dispute towards ACE Active Chic Eco or our products, please visit http://ec.europa.eu/odr.