How to shop at Claudia&Julia

How long will it take for my order to arrive?

Orders within mainland Spain are delivered in 1 to 2 business days if you choose home delivery.

Orders received from Monday to Thursday before 4 p.m. are prepared the same day and delivered the next day or within two days (as long as both are business days). Orders placed from Monday to Thursday after 4 p.m. are prepared the next day and delivered within two or three business days (for example, if you place an order on Tuesday at 7 p.m., we would send it on Wednesday and you would receive it on Thursday or Friday).

Please note that we do not prepare or deliver orders on weekends or public holidays, and that orders to the Balearic Islands may take 4 or 5 days.

Orders outside Spain are delivered in 3-5 business days.

And orders going to the Canary Islands can take 7 to 14 days.

How much does shipping cost?

Delivery in mainland Spain and Portugal is free for orders over 35 euros. For orders that do not exceed that amount, shipping costs 4.50 euros.

Delivery to the Balearic Islands is free for orders over 45 euros. For orders that do not exceed that amount, shipping costs 5.90 euros.

Cash on delivery has a cost of 2.5 euros.

Delivery to the rest of Europe has a cost according to the following rates:

• Germany (8.90€)
• EU Zone 1 (9.90€) → Austria, Belgium, the Czech Republic, Denmark, France, Italy, Luxembourg, the Netherlands, and Poland.
• EU Zone 2 (14.90€) → Bulgaria, Estonia, Hungary, Greece, Ireland, Latvia, Lithuania, Romania, Slovakia, and Slovenia.
• EU Zone 3 (24.90€) → Sweden and Finland.

For international orders, cash on delivery is not accepted.

Shipping of bulky products.

On our website, we have some bulky products such as ovens, large barbecues, and some food processors that can be viewed here.

For bulky products, we offer free shipping within mainland Spain, the Balearic Islands, and Portugal. 

We do not ship bulky products to the Canary Islands. 

Shipping costs for bulky products to other destinations are as follows:

• Germany: (19.99€)
• EU Zone 1: (24.99€) → Austria, Belgium, the Czech Republic, Denmark, France, Italy, Luxembourg, the Netherlands, and Poland
• EU Zone 2: (34.99€) → Bulgaria, Estonia, Hungary, Greece, Ireland, Latvia, Lithuania, Romania, Slovakia, and Slovenia
• EU Zone 3: (49.99€) → Sweden and Finland

Can I receive my order in the Balearic Islands, the Canary Islands, Ceuta, and Melilla?

You can place the order through our website without any problem for the Balearic Islands. If the delivery is for the Canary Islands, you must contact us once the order has been placed, as the VAT payment must be arranged (shipping will already be excluded, but not the products). Please note that shipping to the Canary Islands costs 19.90€, and the DUA is paid by the customer; it usually comes to around 26€, but this will depend on the goods. We do not handle this cost; it is managed directly with the transport company. Delivery time may vary from 7 to 14 days.

For now, we cannot ship to Ceuta or Melilla.

Can I receive an order outside Spain?

We can send your order to Germany, Austria, Belgium, Bulgaria, the Czech Republic, Denmark, Estonia, Slovakia, Slovenia, Finland, France, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, the Netherlands, Poland, Portugal, Romania, and Sweden. If you live in another country and would like to place an order, you can contact us to see whether it is possible.

Can I specify a time slot for when the order will be delivered?

Unfortunately, we cannot offer this service at the moment. However, if you want us to give the transport company any additional instructions or if you want to pick up your order at a specific agency, you can call 935 953 729 and we will do everything we can to help you.

What happens if I am not at home when the delivery arrives?

If the transport company cannot find anyone at the time of delivery, they will leave a notice so you can call and arrange a time that suits you for the delivery.

Is the package always delivered to the address provided?

Normally, delivery is made exactly to the address indicated, but since this is a service provided by an external company, their terms state that the standard service consists of delivering the package to the entrance or street-level access of the указан? Wait translate. to the indicated address. They may make a delivery attempt at that address, but if you are absent or delivery is not possible, the carrier will leave the package at a Service Point and notify the customer so it can be picked up at that point's address.

According to Law 15/2009, of November 11, on the contract for the carriage of goods by land (Arts. 33 and 36), and the general terms of transport companies, they are not obliged to carry the package up to the recipient's floor, home, or premises when there are obstacles such as the absence of a lift, the weight or volume of the parcel, or other features of the property that make direct delivery difficult. In these cases, the carrier may leave the package at street level, at the entrance, or propose an alternative delivery (pickup point, local branch, etc.).
If the customer needs a special delivery service (carried upstairs, hand-delivered inside the home, etc.), they must cover the additional cost according to the transport company's rates.

How can I pay for my order?

You can pay with your credit or debit card, PayPal, Bizum, by bank transfer, and cash on delivery (only for orders up to 1000 euros).

If you want to finance your purchase, you can choose Sequra to pay comfortably without interest or with a small fee and terms of up to 24 months.

Cash on delivery has a cost of 2.5 euros.

Is it safe to shop at Claudia & Julia?

Yes. Claudia&Julia uses one of the most popular e-commerce platforms to ensure that your personal data and credit card will be completely secure. It also guarantees full buyer protection, since we as sellers do not have access to your banking details.

How can I make a return from mainland Spain and the Balearic Islands?

If you change your mind, you can return purchased products with no time limit as long as they have not been used and you keep all original packaging. If you want to return a product, you can call 935 953 729 or email us at tienda@cliudiaandjulia.com and we will explain the steps to follow. 

Returns from the Canary Islands have a cost and this will be shown in the returns portal. We offer two options for returning the package: you can take it to a nearby drop-off point or hand it over to the carrier at the address you provide.

The returned product must be handed to the carrier inside another standard box (either the Claudia&Julia box it arrived in or another one, but the product cannot be handed directly to the carrier). 

If this is not done, we will not be able to accept the return and we will send back the item(s) that do not meet the conditions specified above. The cost of this shipment will be borne by the customer.

After receiving your return and once the warehouse gives us the OK, we will issue the refund for the returned products (except shipping costs) as soon as possible (in any case, within 14 calendar days). Refunds are made using the same payment method used for the purchase, or you can choose to receive the refund as a gift card to use in our store.

How can I make a return from the Canary Islands?

If you change your mind, you can return purchased products with no time limit as long as they have not been used and you keep all original packaging. If you want to return a product, you can call 935 953 729 or email us at tienda@cliudiaandjulia.com and we will explain the steps to follow.

Returns from the Canary Islands have a cost and this will be shown in the returns portal. We offer two options for returning the package: you can take it to a nearby drop-off point or hand it over to the carrier at the address you provided.

The returned product must be handed to the carrier inside another standard box (either the Claudia&Julia box it arrived in or another one, but the product cannot be handed directly to the carrier). 

If this is not done, we will not be able to accept the return and we will send back the item(s) that do not meet the conditions specified above. The cost of this shipment will be borne by the customer.

After receiving your return and once the warehouse gives us the OK, we will issue the refund for the returned products (except shipping costs) as soon as possible (in any case, within 14 calendar days). Refunds are made using the same payment method used for the purchase, or you can choose to receive the refund as a gift card to use in our store.

How can I make a return from abroad?

If you change your mind, you can return purchased products with no time limit as long as they have not been used and you keep all original packaging. If you want to return a product, you can call 935 953 729 or email us at tienda@cliudiaandjulia.com and we will explain the steps to follow.

Returns from abroad have a cost and this will be shown in the returns portal. We offer two options for returning the package: you can take it to a nearby drop-off point or hand it over to the carrier at the address you provided.

The returned product must be handed to the carrier inside another standard box (either the Claudia&Julia box it arrived in or another one, but the product cannot be handed directly to the carrier). 

If this is not done, we will not be able to accept the return and we will send back the item(s) that do not meet the conditions specified above. The cost of this shipment will be borne by the customer.

After receiving your return and once the warehouse gives us the OK, we will issue the refund for the returned products (except shipping costs) as soon as possible (in any case, within 14 calendar days). Refunds are made using the same payment method used for the purchase, or you can choose to receive the refund as a gift card to use in our store.

Claims and returns of defective products

If it is a return due to a defect in the product, you must notify us within 14 days of the date of receipt so that we can process the claim and arrange an exchange or return. You can contact 935 953 729 or email us, and we will tell you the steps to follow.

If any item is defective or damaged, you may submit a written claim to customer service at tienda@cliudiaandjulia.com

For this we need:
-A description of the defect or how it originated;
-2-4 significant images showing the defect. The defect must be clearly visible on a screen.

Claudia and Julia will cover the return costs for defective products.

Can I exchange any of the products received for others?

At the moment, the exchange option will be handled as a return.

If you want to return a product, whether because the size was not what you expected or because you prefer another color or another product, the first step will be to process the return, provided the product is intact and all original packaging is undamaged (our customer service team will request a photo or video to verify this). Once the item reaches our warehouse, we will inspect it and issue the refund within 14 days. If the product is not in the agreed condition, the amount cannot be refunded and shipping costs will be borne by the customer in order to recover the product again.

The new product can be purchased at any time by placing a new order. You can contact 935 953 729 or email tienda@cliudiaandjulia.com to arrange this.

How does gift wrapping work?

At checkout, we offer an extra product which is individual gift wrapping.
This wrapping consists of green kraft paper (subject to change), with a white ribbon bow.
This wrapping costs 2.99€, and it is individual for each product. If you want to wrap only 1 product, you must specify which one in the comments. If you want several products wrapped as gifts, you must add as many wrapping units as products you want. 
*We reserve the right to cancel this service in cases where we cannot guarantee an optimal result, such as for items that are too large, or sets made up of more than one piece. 

In accordance with European consumer protection regulations, you have the right to withdraw from this contract within 14 calendar days without giving any reason.

The withdrawal period will expire 14 calendar days from the day on which you, or a third party indicated by you other than the carrier, acquire physical possession of the goods.

How to exercise the right of withdrawal

To exercise the right of withdrawal, you must notify us of your decision by email, or access the returns link: http://cliudiaandjulia.com/devoluciones.

To meet the withdrawal deadline, it is enough that the communication concerning your exercise of this right is sent before the corresponding deadline expires.

Refund

If you withdraw, we will refund all payments received, including delivery costs (with the exception of any additional costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery we offer), without undue delay and, in any case, no later than 14 calendar days from the date on which we are informed of your decision to withdraw from this contract.

We will make the refund using the same means of payment you used for the initial transaction, unless you have expressly instructed us otherwise.

Return of the product

We will send you a prepaid return label. Collection or return of the item will not incur any extra cost.

You must return or hand over the goods directly to us without undue delay and, in any case, no later than 14 calendar days from the date on which you notify us of your decision to withdraw from the contract.

You have the right to inspect and check the item in the same way as you would in a physical store. This includes opening the packaging and testing the product (without using it) to verify its nature, characteristics, and functioning.

However, you will be liable for any reduction in the value of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.

Examples of acceptable use (no depreciation)

•        Opening the packaging to inspect the item.

•        Placing the product on an induction hob just to see if it heats correctly.

•        Turning on and checking the basic operation of an appliance.

•        Checking the dimensions or color of the item.

Examples of use that may result in depreciation

•        Using a product for cooking, or in contact with food.

•        Using an appliance continuously for several days.

•        Damaging, scratching, or degrading the product beyond reasonable inspection.

•        Removing labels or warranty seals unnecessarily.

The right of withdrawal will not apply to the following contracts, in accordance with Art. 16 of Directive 2011/83/EU:

•        Goods made to the consumer's specifications or clearly personalized.

•        Sealed goods which are not suitable for return for health protection or hygiene reasons and have been unsealed after delivery.

•        Goods that are liable to deteriorate or expire rapidly.

•        Goods that, after delivery and due to their nature, have become inseparably mixed with other goods.

•        Step 1. Notify us of the decision to withdraw within 14 days of receiving the order. Either by email, or through the actions available on our website to return an order.

•        Step 2. We will send you confirmation of receipt and a return label.

•        Step 3. Pack the item securely and drop it off at the indicated pickup point within 14 days.

•        Step 4. Once the item or proof of shipment is received, we will issue a full refund within a maximum of 14 days.

(If you wish to withdraw your purchase by email, you may complete and send this form)

To: We Love Cooking, SLU
Tax ID: B66594979

Email: tienda@cliudiaandjulia.com

I hereby inform you that I withdraw from my sales contract for the following item:

— Item: _______________________________________________

— Order number: ___________________________________

— Received on: ________________________________________

— Consumer name: ______________________________

— Consumer address: ____________________________

Signature (only if this form is submitted on paper): ___________________

Date: ________________________________________________