FAQ
Shipments 🚚
How long will it take to receive my order?
Orders are processed first and we take 1-2 working days to pack them. Subsequently, Monday to Friday they are sent as an express parcel and will take approximately:
Express delivery to the Iberian Peninsula: 24-72 hours
Express delivery to the Balearic Islands: 3-6 days
Express delivery to mainland Portugal: 48-72h
Economy shipping to other European countries: 3-10 days
Please remember that logistical and transport delays can occur; also take into account peak seasons and holidays.
Where can I see the status/tracking?
Once your order has been placed, you will receive an email containing your parcel's tracking number.
What shipping method do you use?
We have different carriers for each destination:
Peninsula and Balearic Islands: Post Office
Portugal: CTT Express
Rest of Europe: Seur/UPS or other carrier depending on the country
Are there any excluded areas?
Yes. In the case of Spain, we do not ship to the Canary Islands; in the case of Portugal, we do not ship to Madeira/Azores; and in the case of Europe, we do not ship to countries outside the European Union, and within it, we exclude some countries and areas.
Pre-orders 🛒
How do pre-orders work?
These are products that are pre-ordered, meaning they haven't gone on sale to the public yet. All have an estimated shipping date (their official release date), but they might arrive before or after that date.
Can I cancel a pre-order?
Yes, you have the right of withdrawal: you can cancel and receive a refund for the product price, bearing the return costs where applicable. To cancel, please complete the Contact form with your order number. Of course, remember that by keeping your reservation we guarantee that the price will remain the same and your position on the list of potential cuts by the manufacturer, which you lose if you cancel.
What happens if we receive less product than expected?
We will always try to predict the product we will receive and put less quantity than expected in presale, but unforeseen circumstances can always arise. In this case, our protocol will be:
1. Serve as many people as possible: we will have to cut orders with the largest quantities requested so that we can distribute them to those who run out of product.
2. If it is possible to give more than 1 unit to each customer, the order of requests will be respected; whoever made the request first will have priority.
3. If we are unable to fulfil an order, we will issue a full refund as soon as possible, within a maximum of 14 days.
4. If the price had quantity discounts, that reduction remains even if fewer units are received.
All units that are cut from your order will be refunded.
How do orders with in-stock and pre-order products at the same time work?
An order containing both will be shipped when the pre-order product arrives (each pre-order product has its approximate release date available). In case of error or change of mind and wanting to separate them, please fill out the Contact form with the order number and we will manage the change as quickly as possible. Remember that if one or both orders are not eligible for free shipping, they will be charged separately, and if a pre-order is delayed and you prefer to receive what is already available, also write to us and we will separate the shipment.
Returns ♻️
Can I return an order or product?
Yes, but if it's handled more than is necessary and loses value, we'll be able to deduct that loss from the refund. Important: sealed chance products (packs, sealed boxes etc.) cannot be returned once their seal is broken, as their value depends on remaining closed. Also, keep in mind that the return shipping is at your own expense and responsibility until we receive it, so we always recommend using tracked shipping.
How do I make a return?
fill in the Contact form With your order number, indicate that you want to make a total or partial return, and we will provide you with the shipping address and recommendations to follow.
