MY ORDER
Once we have received your order, we will send you a confirmation to the email address you have provided.
It is important that you provide a real and valid email address when placing your order. Please keep this email address so that you can contact customer service if you need to.
The order confirmation (receipt) also serves as a proof of purchase guarantee.
Here you can view the terms and conditions governing the booking of our workshops.
When your order is ready and has been delivered to the shipping company, you will receive an email or SMS with a link and your tracking number so you can check the status of your shipment at any time. Please note that the tracking activation can take up to 24 hours from the time you receive the notification.
If you have a registered account, you can also check the status of your order from the "Orders" section. If you made the purchase as a guest, you will be able to access the tracking through the link included in the emails or SMS related to your order.
You can also track your order directly from here.
Modification or cancellation of an order will depend on the stage of the order.
If it is still in preparation you can make changes (such as shipping address) from the customer portal or by writing to us at customer service. We will do our best to help you, as long as the order is not too far along.
If the order has already left our hands, we will not be able to modify it from here. In that case, you will have to follow the instructions of the shipping company.
If your order is still in preparation, you can request changes by writing to customer service and we will do our best to help you.
Once the order has left our hands, it will no longer be possible to modify it. In that case, you will be able to make a return when you receive it.
If you detect any damage in the packaging or you receive an incorrect product, please write to customer service within 24 hours of receiving it, indicating your order number and what happened.
This way we will be able to check it and give you a solution as soon as possible.
We recommend that when you receive your order you check it to make sure that everything is correct and in good condition.
You have a maximum period of 30 days from receipt to notify us of any incident.
Our team will review your case and will tell you how to proceed to solve it as soon as possible.
You will receive the delivery note directly to the email address you indicated when placing your order, once it has been processed.
We recommend that you save this email so that you can access the document whenever you need it.
RETURNS & EXCHANGES
You have 30 calendar days from the moment you receive your order to make any change or return.
You can make an exchange for any of the products we have in stock.
You can return any product of our online store except those of the collection "Las Joyitas de Labienhecha" for hygiene reasons (we only admit it when it is an error on our part or a defective pendant) and the personalized items (this includes: engravings or any irreversible manipulation of the bag).
To help us continue to improve, please let us know the reason for the return.
You can easily manage the return or exchange here
For exchanges or returns the items must be sent:
- In their original condition (including labels and packaging), along with any related accessories, and in conditions that demonstrate that the product has not been used, washed or damaged.
- For partial returns, you must attach the receipt/invoice or a copy of the same.
In case of Exchanges
By following the steps on the returns and exchanges portal you will receive a label and instructions to send the items to be returned.
As soon as your exchange is approved by our Customer Service team you will receive notification of both the item to be returned and the new order.
If you choose home pickup, it is important that you have the package ready for when the carrier comes to pick it up.
As soon as we receive the item and our Customer Service team assesses the condition of the returned products you will receive a confirmation email and we will send a new package with the change you have chosen.
In case of Returns
Following the steps of the returns and exchanges portal you will receive a label and instructions to send the items to be returned.
As soon as we receive the item and our Customer Service team evaluates the condition of the returned products you will receive a confirmation email.
In this case it is important that you have the package ready for when the carrier comes to pick it up.
If the item is out of stock, we will refund you the total amount paid.
You will receive the amount in the same way you made your purchase, through a refund processed by PayPal or a refund on your credit card.
Labienhecha will not be responsible for any loss that the package may have suffered during shipment, and it will be the customer's responsibility to ensure that the package arrives to our facilities in perfect conditions.
Important note: Until we receive the item in our warehouse, it is under your responsibility.
If you have received a gift and want to exchange it, you only need the order number.
If you prefer to return it, you can choose between two options: receive the amount in the original payment method or through a gift/credit card in store.
Important note: gift cards do not have a return option.
You have 30 calendar days from the time you receive your order to make any exchange or return.
You can make an exchange for any of the products we have in stock.
You can return any product of our online store except those of the collection "Las Joyitas de Labienhecha" for hygiene reasons (we only admit it when it is an error on our part or a defective pendant) and the personalized items (this includes: engravings or any irreversible manipulation of the bag).
To help us continue to improve, please let us know the reason for the return.
You can easily manage the return or exchange here
For exchanges or returns the items must be sent:
- In their original condition (including labels and packaging), along with any related accessories, and in conditions that demonstrate that the product has not been used, washed or damaged.
- For partial returns, you must attach the receipt/invoice or a copy of the same.
In case of Exchanges
By following the steps on the returns and exchanges portal you will receive a label and instructions to send the items to be returned.
As soon as your exchange is approved by our Customer Service team you will receive notification of both the item to be returned and the new order.
If you choose home pickup, it is important that you have the package ready for when the carrier comes to pick it up.
As soon as we receive the item and our Customer Service team assesses the condition of the returned products you will receive a confirmation email and we will send a new package with the change you have chosen.
In case of Returns
Following the steps of the returns and exchanges portal you will receive a label and instructions to send the items to be returned.
As soon as we receive the item and our Customer Service team evaluates the condition of the returned products you will receive a confirmation email.
In this case it is important that you have the package ready for when the carrier comes to pick it up.
If the item is out of stock, we will refund you the total amount paid.
You will receive the amount in the same way you made your purchase, through a refund processed by PayPal or a refund on your credit card.
Labienhecha will not be responsible for any loss that the package may have suffered during shipping, and it will be the customer's responsibility to ensure that the package arrives at our facilities in perfect condition. Until we receive the item in our warehouse, it is your responsibility.
You can request a return or exchange if:
- You have received your order in bad condition
- You have the wrong size and would like to exchange it.
- The product is not what you expected and you would like to exchange it for another one or return it.
In any case, it is imperative that the items are in perfect condition, with no signs of use and well protected for shipping, otherwise no exchange or refund will be possible.
It is your responsibility to provide adequate packaging to ensure that the items reach us in perfect condition, for this you can use the same box in which you received your order or other suitable packaging.
If the product arrives in poor condition, we will not be able to accept the return.
*For personalized items (this includes: engravings or any irreversible manipulation of the bag) we do not accept returns or exchanges.
You can do it easily here
In Labienhecha we offer exchanges and returns in Spain, in countries of the European Union and in all those destinations to which we ship. Please note that the cost may vary depending on where you are.
You can always make exchanges and returns free of charge in our physical stores.
If you want to exchange a product for another of a different amount, the difference will be paid or charged through the same payment method used in the purchase.
The shipping cost for exchanges and returns will depend on the origin of the shipment and the weight of the package (although most orders do not exceed 1-2 kg).
SHIPPING
As long as the product is in stock, we will prepare your order the same day or within 24 hours of receipt.
This forecast applies to orders placed before 15:00 h (Peninsula) or 12:00 h (Islands and international).
We prepare orders from Monday to Friday from 9:00 am to 4:00 pm, once payment has been confirmed. If your order comes in outside these hours, on a Sunday or holiday, we will process it the next working day. We will keep you informed at all times by email with the expected shipping date.
At specific times (Christmas, promotions, sales, etc.) preparation times may be longer, so we recommend you place your order in advance. If you need to receive it urgently, you can write us and we will do our best to help you.
The shipping cost is always shown before finalizing the purchase and varies depending on the destination and the weight of the package (although most orders do not exceed 1-2 kg).
In case you want to change the delivery address once the order has been placed, it is imperative that you notify us as soon as possible.
Once the package has been dispatched, it will not be possible to make any change of address. Any change of address once the order has been dispatched, or any request for delivery to a different address will be subject to a surcharge equivalent to the cost of the shipment.
For shipments to Spain, the courier company in charge of the delivery and transport of all our orders is Correos Express, although we also work with other companies.
For international orders, the courier company in charge is DHL.
We cannot ship to PO Boxes.
When we send your order, we will send you an email or SMS where we will provide you with a tracking number so you can check, on the website of the courier, the status of your shipment and be aware of the arrival of the package.
The courier company will make two delivery attempts at the indicated address. If no one is at home, they will contact you to arrange a second delivery or you can pick up your package at the corresponding delegation within ten days.
You can track your order here
The extra expenses derived from possible errors on the part of the buyer when providing the delivery address will be paid by the buyer.
To avoid delivery incidents please make sure that the address you indicate when placing your order is correct and complete (street number, floor, local, zip code, etc.) and that there is usually someone to receive the package during working hours (if your schedule is complicated, we can send it to work or to a family member or friend's house).
Don't forget to give us your phone number.
Spain (Peninsula) and Portugal
Free shipping on orders over 100€
Delivery time: 3-5 working days
Express shipping: 11,95€ (delivery in 24-48 working hours)
Balearic Islands
Free shipping on orders over 100€
Delivery time: 3-5 working days
Express shipping: 11,95€ (24-48h working days)
Shipments to Formentera may be delayed due to reasons beyond our control. In case of customs expenses, they will be paid by the customer.
Canary Islands
Free shipping on orders over 100€
Delivery time: 3-5 working days
Express shipping: 24,95€ (48-72 working hours)
Shipments may be delayed due to customs issues. The customer will be responsible for the costs incurred.
Ceuta and Melilla
Free shipping on orders over 100€
Delivery time: 3-5 working days
Express shipping: 9,95€ (24-48 working hours)
European Union
Free shipping on orders over 200€
Delivery time: 3-5 working days
Express shipping from 24,95€ (depending on destination)
Delivery within 24-48 working hours from shipment
Outside the European Union
Variable cost depending on destination and weight.
You can check it in the payment screen or by writing to hola@labienhecha.com
Shipments outside the European Union may be subject to taxes, duties or local taxes, which must be borne by the customer. We recommend you to check with your local customs office for more information as you will be responsible for the payment of these amounts corresponding to import duties and taxes.
Labienhecha has no control over these surcharges as they vary from country to country. It is impossible for us to predict their amount. Labienhecha recommends seeking further information from the Customs Service.
delivery times:
Delivery times start counting from the moment the order has been processed and shipped.
If your order includes personalization (such as engravings), shipping may be delayed up to 72 hours. In some cases, customized products are made from scratch, so the delivery time may be extended to a maximum of 20 working days (although it is usually less).
If you purchase a pre-order product, the estimated shipping date will appear on the product page. If your order includes in-stock and pre-order products, it will be shipped complete when the pre-order is ready. If you prefer to receive the available products earlier, you can write to us and we will arrange an additional shipment (with cost).
Orders weighing more than 5 kg may have an additional cost.
We ship to Spain (Peninsula, Balearic Islands, Canary Islands, Ceuta and Melilla), Portugal, all European Union countries and also to other international destinations.
If your country does not appear in the checkout or you have doubts, you can write us and we will help you.
For the preparation of orders we use different types of packaging depending on availability at the time.
All orders are prepared with great care by our team, so they should arrive in perfect condition.
If this is not the case, please write to us and we will solve it as soon as possible.
PAYMENT METHODS
You can pay your order quickly and securely with:
- Credit or debit card (Visa, MasterCard, American Express).
- PayPal
- Bizum
- Klarna (deferred payment, available in Spain and some EU countries)
All card payments are processed securely through Stripe, with encryption and under the highest banking standards. Your card details are sent directly to the bank, so Labienhecha has no access to them.
We do not apply surcharges for card usage, although your bank may do so according to their terms and conditions.
If you choose Klarna, you can choose how to pay for your order (payment in installments is available for orders over 35€).
If you prefer to pay by bank transfer, you can write to us and we will provide you with the details.
If at the time of payment you experience any difficulty or error, try the following:
- Use an alternative credit card
- Use an alternative payment method to the one that is causing the problem
- Restart your browser and try again
- Delete cookies or clear your browser's cache and try again
- If the problems persist, please contact us by sending an email to hola@labienhecha.com
You can also finance your purchase with Klarna (valid for Spain and other EU countries).
In this case, the user accepts that all personal data will be fully transferred to Klarna from the moment the user has initiated the contracting of the deferred payment service offered by the latter at the time of choosing the payment method. This acceptance extends to any third parties who may need to access the files for the purpose of the contract.
If you need additional help regarding klarna you can find it here
PRODUCT & AVAILABILITY
If a product is out of stock or temporarily unavailable, you can subscribe to our availability notice from the product page. Just enter your email and we will notify you as soon as it is available again.
Please note that subscribing to this notice does not reserve the product.
Our products are made with care and sometimes sell out faster than we would like.
On each product page you will find all the information about materials, measurements and details.
In Labienhecha we make each of our products with great care and using the best materials available. We always use sustainable, ecological, certified, durable and resistant materials.
We want you to enjoy your bienhecha for as long as possible even though we are not perfect. We try to do things very well but the truth is that we can make mistakes. And that's why we want you to have peace of mind: all well-made products purchased in Europe are protected, in compliance with European regulations, by a limited warranty of six months from the date of original receipt. For the warranty to be valid, it is necessary to keep and present the original receipt of your purchase.
If you receive a damaged, defective or wrong product, please contact our customer service team at hola@labienhecha.com as soon as possible. You will need to identify your order number and the product purchased.
Labienhecha would assume the shipping cost for exchange, return or repair. This must be communicated within a maximum period of one month.
What does our warranty cover?
It covers possible material or manufacturing defects, such as:
- Seams
- Zippers
- Seams and zippers
- Spare parts shipment
- Other aspects related to manufacturing
As long as it is not due to misuse or an accident.
During this period, we will try to repair the product at no cost to you. If it is not possible to repair it and it is a manufacturing defect, we will replace it with the same or an equivalent product (if possible). If we send you a new replacement item, the defective or damaged item will not be returned.
What is not covered?
Our warranty does not cover theft or damage or damage resulting from misuse and / or poor maintenance of the item such as:
- Stains, scuffs, scratches, bumps or burns.
- Humidity or exposure to unsuitable conditions (rain or other).
- Natural wear and tear due to use over time
- Repairs or manipulations made by third parties
All returned items will be examined by our team.
Important note: Our goods are handmade, so they may present slight variations from the images on the website. This will not be considered a defect as long as the product conforms to its description, maintains the qualities and quality indicated, and can be used for its intended purpose.
The warranty only covers products purchased through our official channels, both online and physical. If you bought your product in one of our partner stores, you will have to manage the incident directly with that point of sale.
If you purchase your pre-ordered good, you will be able to check the shipping date on the product page before making your purchase.
Orders containing both in-stock and pre-order products will be shipped once the pre-order is ready. In case you prefer that we send the product/s in stock before, you can contact us at hola@labienhecha.com.
This shipment will have to be paid separately. Our Customer Service team will inform you about the corresponding cost and how to make the payment.
BUY ONLINE
You can buy your Labienhecha products in a very easy way by selecting the model and/or the size and color you want in our web catalog and clicking on "buy".
If you have difficulty placing your order or navigating through our website, please restart your browser. If problems persist, please contact us and our technical team will help you as soon as possible.
If you need an invoice, please write to customer service and we will send it to you within 10 days.
Remember to provide us with your details.
HOW DO I TAKE CARE OF MY BAG?
We want your bienhechas to last as long as possible, and for that, they will need a minimum of care and a little bit of love from you.
Some tips here
PROMOTIONS, CODES & DISCOUNTS
It is not possible to use more than one discount code at a time. The discount codes generated automatically by the applications are not compatible with the discount codes offered by Labienhecha.
In certain promotions, a discount code may be compatible with items that are already discounted on the web.
