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    Shipping and returns

    1. SHIPMENTS

    ⚠️ Given the exceptional circumstances caused by COVID-19, the deadlines are approximate and may vary. We continue to work to provide the best service possible.

    A) For Spain and Portugal

    Buy before 16:00 h and receive your order the next day before 13:30 h. On all orders this shipment has a cost that is calculated after entering the destination address and before making payment. Service available from Monday to Friday, depending on the availability of stock in our warehouses.

    B) Shipments to the Balearic Islands

    Buy before 16:00 h and receive your order in 24/48 hours. On all orders this shipment has a cost that is calculated after entering the destination address and before making payment. Service available from Monday to Friday, depending on the availability of stock in our warehouses.

    C) Shipments to the Canary Islands and Madeira

    Currently we don't have a transport service to the Canary Islands and Madeira.

    D) Shipments to France

    Buy before 4:00 p.m. and receive your order in 48/72 h. This shipment has a cost that is calculated after entering the destination address and before making the payment, in all orders. Service available from Monday to Friday, depending on the availability of stock in our warehouses. Shipments to France are made in a single package and can't exceed 28 kg net weight per shipment. For orders whose baskets exceed this weight, the system will not allow you to process the order. To finalize an order of this type, you will have to remove items from the basket or even divide the order into two parts.

    2. SHIPPING CONDITIONS

    Our shipments are made with our own delivery (with refrigerated vehicles) for the Madrid and Valencia areas and through parcel companies for the rest of the areas of Spain, Portugal, France and the Balearic Islands. Parcel companies offer two types of shipments, one at room temperature and the other with a controlled temperature with refrigerated vehicles, a service that guarantees a controlled temperature of between 2º and 8º from collection to delivery. The two shipping options will be displayed and available for your own choice in the third stage during the order processing.

    Once your order is processed, it will be delivered to the courier and you will receive a shipping confirmation email with a tracking code - in the case of orders placed as a Guest. For orders placed as a registered customer, you will receive the shipping confirmation email with a link that will redirect you to the details of the order in question, through which you can follow the movement of your package at any time. As a registered customer you will also have access to the tracking number or history, by logging into your online account, selecting "Orders" and clicking on the "Details" of the desired order.

    It will be understood that the order has been delivered correctly at the time the receipt of the order is signed at the agreed delivery address.

    In order to avoid incidents in delivery (such as wrong addresses, inability to find someone at the address, etc.), it is essential to correctly fill out the purchase form, being more than recommended, provide in the corresponding box a mobile phone contact.

    3. RETURNS

    To make a return of an item or of the entire order, you must send us an email to info@balkanicaonline.es requesting a return. The assumptions by which a return can be processed are:

    Damaged products:In the event that the return or exchange is due to the product being damaged or broken due to transport, you must notify us within a maximum period of 24 hours from receipt. In order to manage the claim to the transport company, it is essential to provide photos of the damaged products and in cases where the shipment is damaged/deteriorated, you would need: a photo of the outside of the box, a photo of the identification labels both the recipient as well as the transport company, a photo of the inside of the box once opened and photos of the damaged products.

    Incorrect products: In the event that the return is due to the fact that the product received is not the one requested, a return can be made within 24 hours of receipt.

    Defective products: In case of defective products we will proceed, as appropriate and depending on the conditions of the product, responding properly or through the supplier/technical service/manufacturer, to the repair, replacement or return, procedures that will be free of charge for the client.

    BALKANICA DISTRAL SL will not accept changes or returns that have not been previously communicated through the indicated channels.

    For any claim, the presentation of the purchase invoice is essential.