Get In Touch
If available, include your order # and customer email or send us a copy of the order.
We generally respond within 24 hours from Monday - Friday, 10:00-16:00 CET (Madrid, Spain) with the exception of public holidays.
In case you don't hear from us within 48 hours (Mo-Fr) please check your spam folder and resend your email.
Don't forget to add our email to your Contacts so it doesn't go into spam.
Any events that may change our response time, such as new lockdown restrictions, will be announced on the Help page, Contact page, and Blog to keep you informed.
Where's My Order?
Customers with pending orders are always kept up to date on payment/shipping status. Go to Tracking Your Order for more info on how to see updates.
Our office is officially closed on these dates, although we often still reply to incoming orders. No shipping on these dates.
31 Dec -1 January - New Year
6-8 January - Three Kings & local holidays
1 March - Day of Andalucia
1-4 April - Easter week
1 May/3 May - Labour Day
Not receiving a response?
1. Check your spam folder.
2. Your customer email is misspelt (example: firstname.lastname@example.org instead of email@example.com). Please double check you enter the correct email during checkout. Make a new order if in doubt.
3. Some email client providers block our shop email as spam.
This happens especially with these U.S. companies:
If your email is registered with these, please contact us through an alternative email account.
4. Your mailbox could be full.
5. We may have overlooked your message - resend it just in case.
Find Answers Here
There are several informative pages in the shop that may answer your question.
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