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TERMS AND CONDITIONS OF PURCHASE: PAYMENT, SHIPMENT AND RETURNS


IMPORTANT NOTICE COVID-19: LEARN MORE HERE

 

These are the terms and conditions of use that rules your purchases in labienhecha.com and represent the agreement you make with us. By making a purchase in this website, you agree to accept these Conditions of use and legal aspects that you can find specified here. Please, be sure to read them and understand them before using our website.

  • PLACE AN ORDER

Buying your items of Labienhecha is very easy. You only need to select your items and/or size in our web catalog and click “buy”. If you have any trouble placing your order or navigating our website, please restart your browser. If the problem persists, please contact us. Our technical team will help you as soon as possible.

  • PAYMENT

You can pay your orders by credit or debit card or by Paypal. If you choose paying by credit card, you can pay safely by Visa, American Express or MasterCard. The payment is made through Stripe with secure encryption and strict bank regulations. Your credit card data are submitted directly to the bank, so anyone external to the bank is unable to have access to it.

Labienhecha doesn’t impose surcharges or additional costs for paying by credit card. However, your bank might apply additional charges depending on the bank and on the card type. If you pay with credit or debit card, conditions will be applied when the credit card transaction is approved. If the payment has not been received after ordering, Labienhecha can automatically cancel it.

Although it is rare, if you prefer to pay by bank transfer, please email us at hola@labienhecha.com and we will send you a bank account number.

If you have any trouble or error making your payment, please try this:

  • Use a different credit card
  • Use a different payment method
  • Restart your browser and try again
  • Delete cookies or memory cache and try again
  • If problems remain, please email us at hola@labienhecha.com

  • PRICES AND RATES

Every price shown in labienhecha.com includes VAT in accordance with the applicable law. If the order is going to be delivery outside the EU it might be subjected to import duties and taxes that should be paid when the delivery takes place. The payment of these import duties and taxes is under your responsibility.

Labienhecha has no control about these charges because they change depending on the country. It is not possible to predict its cost. Labienhecha recommends seeking further information in customs service.

  • ORDER CONFIRMATION

Once we have received your order, we will send you a confirmation to the email address provided by you. Please, it is important to provide a real and correct email address when ordering. Please keep this email address to contact with our customer service in case you need it. The order confirmation (invoice) is also a purchase guarantee.

  • SHIPMENT

As long as the item is on stock, we will try to deliver it in the same day or in a maximum of 24 hours after order reception. We usually prepare it from Monday to Friday from 9:00h to 16:00h after payment confirmation. If we receive your order outside these hours or in Sunday or holidays, we will make it to be ready on the next working day. We will always keep you posted by email on an expected delivery date.

Sometimes we need more time, so we recommend you being foresighted, especially in special dates such as Christmas. In case you need greater urgency, you can contact us and we will try to help you.

You can check delivery cost during the purchase process. It changes depending on destination and size or weight of the package, although they usually don’t exceed 1 or 2 kg.

These are our costs and delivery times:

SPAIN (PENINSULA), PORTUGAL AND ANDORRA: (WHEN THERE IS NO FREE DELIVERY OFFER AT THE TIME OF THE PURCHASE) 4,95€. Delivery time: next-day delivery or up to 72 working hours from shipment (please have in mind that shipping companies doesn’t work on weekend).

BALEARIC: 8,95€, depending on weight. Delivery time: next-day delivery or up to 4 working days from shipment. Shipments to Formentera might be delayed for reasons beyond our service.

CANARY ISLANDS, CEUTA AND MELILLA: 15,95€, depending on weight. Delivery time: up to 4 working days since shipment. Shipments may be delayed for customs matters.

EUROPEAN UNION: from 9,95€*, depending on the country destination and weight. Delivery time: from 2 to 4 working days from shipment.

OUTSIDE THE EUROPEAN UNION: depending on the country destination and weight. Emails us at hola@labienhecha.com

Remember that if you choose to customize your bienhecha, your shipment might be delayed up to 72h. Shipments to countries outside the EU or certain areas might be subjected to additional costs (import taxes, customs duties and/or taxes applied by the authorities in each country) that the buyer must pay. Customs policies are very variable, so we recommend you to contact your local customs service in order to get more information.

Shipments of more than 5kgs may require a supplement.

SHIPMENT AND SHIPPING COMPANY GENERAL CONDITIONS

If you want to change your shipping address after having placed your order, we need you to let us know as soon as possible. Once the package is sent, we can’t make any address change.

Any address change once the package has been sent will suppose an additional charge corresponding to the shipment cost.

The shipping company Nacex will carry shipments to Spain.

International shipments will be carried by other air transport shipping companies.

Shipments to post office boxes are not allowed.

When we ship your order we will email you a tracking number so you can check your shipment status through the shipping company website.

The shipping company makes two delivery attempts in the provided address. If there is nobody at home they will contact you in order to set an appointment for another delivery attempt. You can also collect your package in your corresponding office before ten days.

The buyer will pay additional costs caused by mistakes in the provided shipping address.

In order to avoid any delivery incident, please be sure to provide the right and full address (street number, floor, local, poste code…) when you place your order. It is also important to be sure that there is usually someone who can collect your delivery (if you have difficult schedules we can deliver it to your workplace or some family or friend house). Don’t forget to give us your phone number.

EXCHANGES AND RETURNS

You can process any exchange or return within 30 calendar days of the reception of your order.

YOU CAN EXCHANGE OR RETURN AN ITEM WHEN:

Your order is damaged

You ordered the wrong size and you would like to change it

The item is not what you expected and you would like to exchange it or return it.

In either of theses cases, items must be in perfect condition and without any obvious sign of use. Otherwise, no exchange or return will be allowed. Providing the right packaging in order to keep items in perfect condition during the shipment to Labienhecha is under your responsibility. If you have any problems finding the right packaging, we recommend you to use the original packaging. If we don’t receive the items in perfect conditions, we won’t be able to process the requested return.

*We don’t accept any exchange or return for customized ítems (that is: stamp, painted edges or any irreversible changes of the original design).

HOW CAN I PROCESS AN EXCHANGE OR RETURN?

Email us at hola@labienhecha.com and let us know your exchange or return request and we will explain you the process. In general terms, the process is as follows:

You request the return or exchange by email at hola@labienhecha.com within 30 calendar days of reception of the item. We would appreciate if you let us know the reason for the return to help us keep improving.

For any exchange or return items must be sent:

oIn their original packaging (including labels and packing) together with any accessory related to them and in a perfect condition that shows that the item has not been used, washed or damaged.

oFor partial exchanges, you must attach your original invoice or a copy of it.

Exchanges

Once your exchange request has been approved by our Customer service, you should ship the item and, once checked by us, we will ship the new item. Sometimes we don't need to check it, so the courier will deliver your new items and collect the items you want to exchange. The item you want to exchange must be ready. If you don’t deliver the item that you want to exchange, the courier won’t deliver your new item. Please be sure to fill in the exchange and return form that we will send you and to include it in the returned package.

For international exchanged, our Customer service will inform you about processes and costs.

If it is a discontinued item, we will refund you the total amount of the order

Returns

Once your return request has been approved, you must deliver the item to the provided address. Please be sure to fill in the exchange and return form that we will send you and to include it in the returned package. When we receive the package, we will send you a confirmation email and the amount will be paid in your account within 2-3 working days. The refund will be processed in the same payment method used to place the order (Paypal or credit/debit card refund). Labienhecha doesn’t take responsibility for any loss of the package. It will be your responsibility to be sure that the package is delivered in our atelier in perfect conditions.

Important note: The item is under your responsibility until we receive it in our atelier. We recommend you to deliver the item through shipping company or certified mail in order to avoid damages. You should also keep your proof of shipment.

EXCHANGE OR RETURN COSTS

The buyer will pay additional costs caused by exchanges, except when the exchange or return is because we have made a mistake. The exchange cost corresponds to the shipment cost of the new item and the collection of the exchanged item. The cost of making a exchange will be the total of the delivery of the new item and the collection of the exchanged one.

For international changes, our Customer service will inform you about corresponding costs.

If you want to exchange one item for another one with a different price, you will pay the difference by bank transfer or Paypal.

If you want to return an item, you only need to deliver the item to the provided address and pay the shipment cost.

ITEMS WARRANTY

Labienhecha items are cover by a 3 months warranty after delivery date. The warranty will only apply in those cases where there is a manufacturing defect, and the damage was not caused by misuse. In every case, Labienhecha will carefully determine if the imperfection has been caused by a misuse. In order to keep your items in perfect conditions, visit our care guide.

Email us at hola@labienhecha.com in order to request for the warranty and our Customer service will give you more details.

TIPS

In order to verify that you receive the right items and that they are in perfect conditions, please examine your goods when delivered. If your item is damaged (either visible or invisible) during the delivery, you should inform the shipping company as soon as possible. If you realize that your item is damaged or it’s not what you ordered, you should contact us within 30 days of delivery date.

Complaints must be reported to our customer service. Please give us the reference of your order and the reason of your complaint and we will contact you as soon as possible in order to inform you about how to return the item.

PACKAGING

We use different packaging for the orders depending on our stock.

In order to keep our sustainability principles, all our products are delivered with a handmade packaging manufactured in our atelier.

Our team carefully prepares orders so they should be delivered in perfect conditions. Otherwise, please email us at hola@labienhecha.com

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