1.1.- General Shipping Conditions
The CUSTOMER can choose the address where the purchased item will be delivered
Unless unforeseen or extraordinary circumstances occur, deliveries usually take 2 to 5 business days in the Canary Islands, and 4 to 7 business days in the rest of Spain from when your order is placed, and will be delivered by courier service.
Keep in mind that deliveries may take longer than usual in some periods of the year such as Easter, August rest days, Christmas or holidays, and also during sales periods.
Your order will be shipped within a maximum period of 4 working days from the date of purchase with a courier service except in some special circumstance about which we would inform you if necessary.
When your order is shipped you will receive an email. If after 7 business days you have not received this email, you can contact us at firstname.lastname@example.org
You can ship your order to a different address than the billing address when you place your order. Once you have placed your order, you will not be able to change the delivery address.
All orders require a signature upon delivery.
Please provide a delivery address where someone will be available to receive your order.
1.2.- Shipment Methods and Delivery Terms
Packages are usually shipped within the next business day after receipt of payment, and are shipped via Envialia with delivery confirmation. However, a maximum period of 4 business days is established for the processing and shipment of the order.
Below are the prices and delivery times from when your order is shipped.
Shipments through Envialia to Europe: cost €7 (free shipping for orders over 150e)
- To Canary Islands: 2 to 3 business days
- To the rest of Spain: 7 business days
- To the rest of Europe: 11 business days
Shipping charges include handling and packaging charges as well as shipping charges. We recommend that you group your items in a single order. We cannot group two different orders placed separately, and shipping fees will apply to each of them.
1.3.- Payment Methods
Payment methods are through a secure gateway, by credit card, by Paypal, Sofort or bank transfer. You are also offered the possibility of splitting your payment into 2, 3 or 4 installments through the Alma payment platform.
2.- EXCHANGES AND RETURNS
The items purchased in our website can be exchanged by the CUSTOMER by previously contacting our customer service (see below). It is mandatory to show the purchase receipt (or the online purchase invoice). Exchanges will be attendend 0within a max of 30 days from the date of purchase indicated on the proof of payment.
You can contact our customer service by any of the following methods:
a) Email: email@example.com
b) Mobile phone or Whatsapp: (+34) 656514491
Once your exchange request has been notified, and after carrying out the appropriate checks, our customer service will tell you how to proceed to return your product and exchange for other one. Shipping costs are borne by LUZ FERRAO. Do not ship products without previously notifying our customer service and that the latter has authorized the shipment, since otherwise LUZ FERRAO will not be able to cover the shipping costs.
Exchange of items that are not in perfect condition or that show clear signs of use or handling that do not correspond to those indicated will not be accepted.
The items to be exchanged must be brand new and in their original box. They must also be accompanied by a copy of the invoice or purchase receipt, and their instructions on the change.
We endeavor to accept all exchanges, but in the unlikely event that we receive a returned item in poor condition or used, we may have to return it to you. In this case, the CUSTOMER must bear the shipping costs of the product (both routes)
Returns are not accepted except defective products or products under warranty.
2.2.1-Defective Products and Warranty
The warranty issued by LUZ FERRAO guarantees the quality of its products during the legally established period. Our warranty does not cover deficiencies caused by manipulation or not proper use by the CUSTOMER.
Any item purchased in our virtual store that has manufacturing defects prior to purchase will be returned to the CUSTOMER at no cost to the CUSTOMER.
This commercial warranty has an additional character and as such, does not alter the rights recognized to consumers and users by the regulations in force in each country according to Royal Legislative Decree 1/2007 of November 16 on the consolidated text of the General Law for the defense of Consumers and Users and other complementary laws, modified by Law 3/2014 of March 27.