TERMS AND CONDITIONS OF PURCHASE: PAYMENT, SHIPMENTS, EXCHANGES AND RETURNS
*BLACK FRIDAY & CHRISTMAS: we have extended our exchange and return period until 1 February 2027.
*Due to the high volume of orders during the Black Friday period, we may be running a little behind. If this happens, we will keep you informed at all times. Thank you for your patience and understanding.
These are the terms of use that govern your purchases on labienhecha.com and represent the contract that you establish with us. When you make a purchase on this website, you accept these Terms of Use and the legal aspects that you find expanded here. Please make sure you read and understand them before using our website.
- PLACING AN ORDER
You can buy your Labienhecha products in a very simple way by selecting the model and/or size and color you want in our online catalogue and clicking on "buy". If you have difficulty placing your order or navigating through our website, please restart your browser. If the problems persist, please contact us and our technical team will help you as soon as possible.
Here you can see the terms and conditions governing the booking of our workshops.
- MAKING PAYMENTS
You can pay for your purchases by credit or debit card, Paypal or Bizum. If you choose a credit card, you can pay with Visa, American Express or MasterCard securely over the Internet. Payment is handled by Stripe with secure encryption and under strict banking standards. Your card details are sent directly to the bank, making it impossible for anyone other than the bank to read or access them.
Labienhecha does not impose surcharges or additional costs when paying by card. However, it is possible that your bank may apply additional charges depending on the bank and the type of card used. If you pay by credit or debit card, the terms and conditions will apply at the time the card transaction is approved. In the event that payment has not been received after submitting the order, Labienhecha may automatically cancel the order.
It is not usual, but if for any reason you prefer to pay by bank transfer, please write to us at hola@labienhecha.com or via our online chat and we will provide you with an account number to make the payment.
You can also choose to 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 Klarna 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 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, contact us by sending an email to hola@labienhecha.com
- PRICES AND RATES
All prices shown on the labienhecha.com website include VAT in accordance with applicable legislation. If the order is to be shipped to a delivery address outside the EU, it may be subject to import duties and taxes which must be paid when the shipment arrives at the delivery address. You will be responsible for payment of these 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 that you check with the Customs Service for more information.
- PROMOTIONS
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 can be compatible with items that are already discounted on the web.
- CONFIRMATION OF YOUR ORDER
Once we have received your order, we will send you a confirmation to the email address you have provided. Please make sure you provide a real and correct email address when placing your order. Please keep this email so that you can contact customer service if you need to. The order confirmation (receipt) also serves as proof of purchase.
- SHIPPING
As long as the product is in stock, we try to ship orders the same day or within 24 hours after receipt of the order. This forecast is valid for orders placed before 15h (for shipment to Peninsula) or before 12h (for international shipments or Islands). We usually prepare them from Monday to Friday from 9:00 am to 4:00 pm, once the payment has been confirmed.
If we receive your order outside of the stated cut-off times or on a Sunday or holiday, we will arrange for it to be ready the next working day. We will always notify you by email with an expected shipping date.
For different reasons, sometimes we need more preparation time, so we recommend planning ahead, especially on special dates such as Christmas, sales or special promotions. If your order is urgent, it is always possible to contact us and we will try to help.
The cost of each shipment is visible at the time of purchase. This varies depending on the destination and the size or weight of the package, although in most cases, orders do not exceed 1 or 2 Kgs.
The applicable rates and delivery times are:
- SPAIN (PENINSULA) AND PORTUGAL: Free - Delivery time 3-5 working days on orders over 100€. If you prefer, you can choose Express Delivery for 11.95 €. Delivery time - next day delivery or up to 48 working hours (please note that the courier company does not work on weekends).
- BALEARIC ISLANDS: Free - Delivery time 3-5 working days on orders over 100€. If you prefer, you can choose Express Delivery for 11.95 €. Delivery time - next day delivery or up to 48 working hours (please note that the courier company does not work on weekends). Deliveries to Formentera may be delayed for reasons beyond our control. In case of customs expenses, these will be paid by the customer.
- CANARY ISLANDS: Free - Delivery time 3-5 working days on orders over 100€. If you prefer, you can choose Express Shipping for 24.95 €. Delivery time - delivery in 48-72 working hours (please note that the courier company does not work on weekends). It may be delayed due to customs issues. In case of customs charges, these will be borne by the customer.
- CEUTA AND MELILLA: Free - Delivery time 3-5 working days on orders over 100€. If you prefer, you can choose Express Delivery for 9.95 €. Delivery time - next day delivery or up to 48 working hours (please note that the courier company does not work on weekends).
- EUROPEAN UNION: Free - Delivery time 3-5 working days on orders over 200€. If you prefer, you can choose Express Shipping from 24.95€*, depending on the country of destination. Delivery time - next day or up to 48 working hours from shipment. For more information, please contact us.
- OUTSIDE EUROPEAN UNION - depending on the country of destination and the weight of the package. - Please contact us at hola@labienhecha.com or at checkout.
Delivery times are once the order is processed and shipped. Remember that if you choose personalization options, such as engraving, your shipment could be delayed up to 72h. In some cases, we need to make the custom-made items from scratch and shipping may take up to 20 working days (although we almost always take much less!). If you need more information, just ask us so we can give you a delivery date.
If you buy your bienhecha as a pre-order, you can check the shipping date on the product page before you checkout. Orders containing in-stock and pre-order products will be shipped once the pre-order is ready. If you would prefer us to ship the in-stock product(s) first, you can contact us by writing to 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.
Shipments to countries outside the European Union or certain areas may be subject to additional charges (import taxes, customs duties and/or taxes applied by the authorities of each country) to be borne by the buyer. Customs policies vary widely, so we recommend that you contact your local customs office for full information.
Shipments over 5kg in weight may require an extra charge.
GENERAL SHIPPING AND COURIER CONDITIONS
In case you want to change the delivery address once the order has been placed, it is essential 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 will be able to pick up your package at your local courier depot within ten days.
The extra costs arising from possible errors by the buyer when providing the delivery address will be borne by the buyer.
To avoid incidents with the delivery please make sure that the address you indicate when placing your order is correct and complete (street number, floor, unit, postcode, etc.) and that there is usually someone to receive the package during working hours (if your schedule is complicated, we can send it to your workplace or to the home of a family member or friend). Don't forget to give us your phone number.
- EXCHANGES AND RETURNS
You have 30 calendar days from the moment you receive your order to make any exchange or return.
*Black Friday & Christmas: we have extended this period until 1 February 2027.
You can return any product from our online store except those from the "Las Joyitas de Labienhecha" collection and personalised bienhechas. For hygiene reasons, we do not accept exchanges of earrings (only when we have made a mistake or the earring is defective).
You can manage the exchange or return of your order through our returns portal: labienhecha.shipping-portal.com/rp
IN WHICH CASES CAN I EXCHANGE OR RETURN AN ITEM?
- I received my order in poor condition
- I chose the wrong size and would like to exchange it
- The product is not what I expected and I would like to exchange it for another one or return it
In any case, the products being exchanged or returned must be in perfect condition and show no obvious signs of use; otherwise, no exchange or return can be made. It is your responsibility to provide suitable packaging so the items reach Labienhecha in perfect condition. If you have trouble finding suitable packaging, we suggest using the original box your order arrived in. If the items arrive in poor condition, we will not be able to process the return.
*For personalised items (this includes engravings or any irreversible alteration of the bag), we do not accept exchanges or returns.
WHAT DO I NEED TO DO TO MAKE AN EXCHANGE OR RETURN?
You can manage the exchange or return of your order through our returns portal: labienhecha.shipping-portal.com/rp
The deadline for exchanges and returns is 30 calendar days from receipt of the product. To help us keep improving, please let us know the reason for the return. You can exchange your item for any product we have in stock.
For exchanges or returns, items must be sent:
- In their original condition (including labels and packaging), together with any related accessories, and in a condition that shows the product has not been used, washed or damaged.
- For partial returns, you must include the receipt/invoice or a copy of it.
In case of Exchanges
By following the steps on the exchanges and returns portal, you will receive a label and instructions to send the items back.
As soon as your exchange is approved by our Customer Service team, you will be notified of both the item to be returned and the new order.
If you choose home pickup, please have the package ready for when the courier comes to collect it.
As soon as we receive the item and our Customer Service team has checked the condition of the returned products, you will receive a confirmation email and we will send you a new package with the exchange you have chosen.
In case of Returns
By following the steps on the exchanges and returns portal, you will receive a label and instructions to send the items back.
As soon as we receive the item and our Customer Service team has checked the condition of the returned products, you will receive a confirmation email.
If you choose home pickup, please have the package ready for when the courier comes to collect it.
If the item has been discontinued, we will refund the full amount paid.
You will receive the refund in the same way you paid, through a refund processed by PayPal or a refund to your credit card.
Labienhecha will not be responsible for any loss the package may suffer during shipping, and it is the customer's responsibility to make sure the package reaches our facilities in perfect condition.
Important note: Until we receive the item in our warehouse, it is your responsibility.
HOW MUCH DOES IT COST TO MAKE AN EXCHANGE OR RETURN?
At Labienhecha we offer fast and easy exchanges and returns in Spain and in European Union countries, as well as in the other countries we ship to (please note that the price will depend on where you are located). You can always make free exchanges and returns in our physical stores.
If you wish to exchange a product for a different one with a different price, the difference will be refunded or charged by bank transfer, card or PayPal.
The shipping cost for exchanges and returns depends on where you are sending from and on the weight of the package (most orders do not exceed 1 or 2 kg).
PRODUCT WARRANTY
All Labienhecha products have a 3-month warranty from the delivery date of the order. The warranty will only apply in those cases in which there is a manufacturing defect, and the damage has not been caused by misuse. Labienhecha will study in detail if, in each case, the damage has been caused by misuse. To keep your pieces in perfect condition, visit our care guide.
To make a warranty claim, please email us at hola@labienhecha.com and our Customer Service team will give you further instructions.
- TIPS
It is important that you check the goods and products when you receive the shipment in order to verify that the products are undamaged and correct. If your product is damaged in transit, whether it is visible or hidden damage, you should report this to the shipping company as soon as possible. If, when you receive your bienhecha, you notice that it is damaged or does not match what you ordered, you must contact us within a maximum of 30 days from the date of receipt of the product.
All complaints should be addressed to our Customer Service Department. Please provide us with your order number and the reason for your complaint and we will contact you as soon as possible with instructions on how to return the item.
- PACKAGING
For the preparation of orders, we use different packaging depending on the availability we have at that moment.
All orders are lovingly prepared by our team, so your order should arrive in perfect condition. If this is not the case, we ask you to contact us by sending an email to hola@labienhecha.com.
