Where can I receive my orders?
Your orders will be sent to the delivery address that you specified when creating your account or on finishing your order. Please remember that once registered, in “addresses” under “my account”, you can modify the delivery and invoicing addresses whenever you need to.
How long will my order take to arrive?
Delivery will be done through DHL, which will be a door to door service within 24/48 hours from receiving our delivery confirmation.
One must bear in mind local holidays which might affect delivery scheduling.
The expected delivery date of your order can vary in function of the day and time the order is made. The normal delivery time is 24 hours (under normal circumstances) when the order is made before 12:00.
To clear any doubt regarding the delivery process, once we have sent you an email confirming that the order has been sent, you can call DHL (Monday to Friday between 08:00 and 20:00) indicating the tracking number or if you prefer, via our contact form on the Website.
How will I receive my order?
When your order has been delivered, please check that everything is as ordered. If there isa problem or an issue with the order, please write it down on the delivery note of the transporter and then get in touch with Masia Artesana via the contact form, leaving us your contact details and order number and tell us about the problem or issue. We will get in touch with you as soon as possible to try and solve the incident.
What happens if I don’t receive my order in the agreed time period?
If, as a result of force majeur, we are not able to deliver the order in the agreed time period, the delivery Company will contact you to arrange a new delivery date. Please contact us via our contact form to solve this situation.
What can I do if I am not going to be at the address that I gave to receive my order?
In this case, please get in touch with DHL (Monday to Friday between 08:00 and 20:00) and kindly let them know where they should deliver your order. If this new address is located within the same delivery zone, you will not be charged extra.
Can I return my order?
If you received a wrong order or damaged product, please get in touch with us immediately, within 24 hours via our contact form, filling in your contact details and letting us know about the error or defect.
In case there is a problem with the packaging, you should tell the delivery company the moment you receive the order, writing it down on the delivery note or on the e-tablet of the delivery person.
We will carefully check any returned products and we will let you know via email within a reasonable period of time if the product will be returned or replaced. Returns or replacements of products will be done as soon as possible and in any case will be within 30 days after having received our email notifying you of the return or replacement of the product.
Any payment made for products that are returned as a result of a defect or fault, if they really exist, will be wholly refunded, including the original delivery expenses and the costs for sending the product back
What can I do if I receive a wrong or defective order?
In this case, please get in touch with us within 24 hours of having received the order, using our contact form, indicating your contact details and the error or defect. We will proceed to return or replace the product as soon as possible within 30 days after having received our confirmation email.
Any payment made for products that are returned as a result of a defect or fault, if they really exist, will be wholly refunded, including the original delivery expenses and the costs for sending the product back to us. Refund will be done in the same way that payment was made on purchase. If the error is due to the transport, or because the packaging arrived in a bad condition, you should make sure to write it down on the delivery note which the transport person asks you to sign.