Once the payment of your products has been made, we will proceed to the preparation of the order and within a maximum period of one week you will have the package in the place provided for shipping. In the event that the package is lost, or takes longer than expected, we will contact you at the email address provided and explain the solution decided.
If you want to make a return, you must contact us by phone 932384237 or by e-mail firstname.lastname@example.org indicating the following:
Order / invoice number and reason for the return.
Place of collection of the product.
You have 14 calendar days from the receipt of your order to make the return.
Returns are only allowed when the product keeps its original seal intact, it has not been used and if it is a candle, it has no signs of having been lit or tampered with.
You must bear the return costs. You can send your agency or we can send ours. In the latter case, we will refund the amount of the order, subtracting the return postage.
If you decide not to receive your package on delivery by the courier, you must also take care of the shipping costs incurred, both the outbound and the return to our facilities. This amount will be deducted from your paid amount once we receive the return order.
Alaluzdelasvelas.com is not responsible for possible delays caused by transport or force majeure, as long as the order leaves our facilities on time. We help you manage the delivery of your order so that it is carried out as soon as possible.
WHAT TO DO IF A PRODUCT IS BROKEN
If your product has stopped working, or you notice that it does not work properly, you can contact us and our after-sales service will help you. It is important that you know the following:
You can previously send us a video of the product in operation to see if we can solve it by phone or via e-mail.
We will collect the product free of charge and process the repair. In the event of not being able to repair it, we will send you a new one at no additional cost to you.
Keep your purchase invoice and the warranty document that goes inside the box.
If when you arrive at our facilities, the product works correctly, has been manipulated or opened or corresponds to a product that we have not sold to you, you must take care of both the outbound and the return postage, which amount to € 4.95 one way. and € 4.95 back.