Shipping and returns

A) For Spain and Portugal

Buy before 12:00 h. and receive your order the next day before 13:00 h.* For all orders, the shipping cost will be calculated after entering the destination address and before making the payment. Service available from Monday to Friday, depending on the availability of stock in our warehouses.

B) Shipments to the Balearic Islands

Buy before 12:00 h and receive your order in 24/48 hours. For all orders, the shipping cost will be calculated after entering the destination address and before making the payment. Service available from Monday to Friday, depending on the availability of stock in our warehouses.

C) Shipments to the Canary Islands, Madeira and Cyprus

Currently we do not provide shipping to the Canary Islands, Madeira and Cyprus.

D) Shipments to France

Buy before 12:00 and receive your order in 48/72 hours. For all orders, the shipping cost will be calculated after entering the destination address and before making the payment. 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 cannot exceed 28 kg net weight per shipment. For orders where the basket exceeds this weight, the system will not allow you to process the order. To finalize an order greater than the indicated weight, we will be forced to remove items from the basket or even divide the order into two or more packages.

E) Pick up in store

FREE SERVICE. Buy at any time during business hours and you can pick up your order directly from the store that suits you best, respecting the working hours of the selected center**.

2. SHIPPING CONDITIONS

Shipments in the areas of Madrid and Valencia are made with own delivery (with refrigerated vehicles). Shipments for the rest of the areas of Spain, Portugal, France and the Balearic Islands are made through parcel companies. Parcel companies offer two types of shipments:

1. Transport at room temperature.

2. Transport at a controlled temperature with refrigerated vehicles between 2ºC and 8ºC , from collection to delivery.

The two shipping options will be displayed in the third stage of the order process, where you may select which delivery type you would like to use.

Once your order has been processed, it will be delivered to the carrier. If you have placed the order as a guest, you will receive a shipping confirmation email with a tracking code. If you have placed the order as a customer, you will receive a link with the shipping confirmation email. This link 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 and/or order history. To access this information, you can enter your BalkanicaOnline customer account, selec "Orders" and click on "Details" of the order you wish to see.

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.

The delivery time of an order is calculated once the order has been collected by the transport company, and documented on their system, precisely when the tracking number has been activated and never from the moment the order has been finalized on the Web page.

In order to avoid delivery incidents (such as wrong addresses, impossibility of finding someone at home, etc.), it is essential to fill in the purchase form correctly, and it is more than recommended to provide a contact phone number in the corresponding box. IMPORTANT! The contact phone number must be from the country in which the delivery of the order is delivered to***.

3. RETURNS

To return an item or your entire order, you can send an email to info@balkanicaonline.es describing the reason why you are requesting the return. The reasons 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 must provide:

- Photo of the outside of the box

- Photo of the identification labels, from both the recipient and the transport company

- Photo of the inside of the box once opened

- Photos of the damaged product/s.

If the package qualifies for a claim, the responsible transport companies may decide to inspect the case, so it will be necessary to store the damaged package or, depending on the, the damaged items with the box they came in. In this regard, a collection will be arranged immediately. In the event that an inspection is not required, you will be notified by email.

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

Defective products: In the event the products are defective, we will proceed as appropriate, and depending on the conditions of the product, responding directly or through the supplier/technical service/manufacturer, to the repair, replacement, or return. These procedures are free.

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

For any claim it is essential to provide identification data such as:

- Order number

- Address and name of the recipient

- Any other data that can help identify your order

Returns due to incorrect contact details and/or delivery address: In the event that the return is made because the recipient of the shipment has not duly filled in the contact details and/or the shipping address, BALKANICA DISTRAL SL WILL NOT BE RESPONSIBLE AND THE SHIPPING CANNOT BE CLAIMED. In these cases, once the returned order has been received and inspected, the corresponding amount will be paid only for the items that are suitable for subsequent sale. Postage will not be included in the return.

4. THE RIGHT OF REJECTION

BALKANICA DISTRAL SL reserves the right to reject the execution of an order for justified reasons and is obliged to notify the client if, upon receipt of the order, its execution is not possible.

*Only for shipments within 24 hours.

**The Store Pickup option will appear as an option in the second purchase step once the shipping address has been entered. When selecting the pick-up option, you will be able to see the address of the nearest available store. You can pick up your order from the selected centre within the same time slot as the store. The order will be available in the store for 3 business days from the notification received by email, which will inform you of the status of your order.

***The couriers of orders from parcel companies are restricted from calls to foreign numbers, which will make it impossible to contact them and finalize the delivery of the package. For example, if the resident lives in France and leaves a Spanish telephone number as a contact, the French delivery man will not be able to call him to make the delivery. Errors in this data can cause delays in delivery and even its return to our facilities.