RETURNS AND CANCELLATIONS
HOW TO SHOP
- Select the Store section.
- Open the product/s you’re interested in. Click and the info sheet will appear. Here you’ll find the description, sizes, etc. of the item.
- Select the number you want and add the item/s to the basket. You can then choose to continue shopping or to proceed to checkout.
- If you want to continue shopping, repeat the process, but if you want to process your order, you must sign in.
- Once you’ve entered your details, check they are correct and click on “Confirm”.
- Select whether you want to collect your order at our store or receive it by courier. Make sure the delivery and billing address are correct.
- Select a payment method: Visa, Visa Electron, MasterCard or PayPal.
- Confirm your order.
- You’ll receive an email confirming your order.
- Once we have processed your order, you’ll receive an email confirming dispatch with an Envialia tracking number.
- In which countries can you shop online? Currently you can shop in Spain (mainland). If you live in the Balearic Islands, the Canary Islands, Ceuta or Melilla, please contact us on firstname.lastname@example.org and we’ll be happy to work out delivery costs.
- Will I receive the same product as in the picture? All products sold on dvgasgarage.com are made by hand so there might be a slight difference in the finish.
- Are the prices at the online store and the bricks-and-mortar store the same? Yes, the price is the same at both stores.
- How do I retrieve my forgotten password? If you’ve forgotten your password, you can retrieve it by entering the “SIGN IN” section. Give us your email address and we’ll send you an email with the instructions to follow.
- How can I be sure that I have made my purchase? Once you have placed your order, you’ll receive a confirmation email. If you don’t receive it, please contact our customer service department on email@example.com.
- Can I find out where my order is? Yes. Enter the “orders placed” section in your account and you’ll be able to track the status of your order in real time.
- Can I remove an item from my order? Yes. You can always delete items from the shopping cart that you don’t want, as long as you’ve processed the order.
- Where I can receive my order? You can receive it at the address you chose (home, work, etc., but never at a PO box) or collect it in person at our store: Camino de Uba nº 22, 20014 San Sebastián (Guipúzcoa).
- Can I receive my order at any point in Spain? Yes, we deliver to the mainland. If you live in the Balearic Islands, the Canary Islands, Ceuta or Melilla, please contact us on firstname.lastname@example.org and we’ll be happy to work out delivery costs.
- How soon will I get my order? Delivery times for in-store collection are same day. Orders for the mainland placed before 6.00 pm will be delivered in 24 hours by Envialia.
- Tailor-made products will be delivered in 7-9 working days.
- How much does delivery cost? For in-store collection it is free of charge. Delivery to the mainland has a flat rate of 5.00 EUR (VAT included). For deliveries outside mainland Spain (Balearic Islands, Canary Islands, Ceuta, Melilla and the European Union), please contact our customer service department on email@example.com.
- Can I track the status of my order? Yes. Enter the “orders placed” section in your account and you’ll be able to see the status of your order.
- What is the process for home delivery? If you have opted for home delivery, we will send an email confirming dispatch (when your order leaves the warehouse), another with an Envialia tracking number and then the courier will inform you by SMS or email about the delivery of your order.
- Do delivery costs cover the unpacking and assembly of products? No. This service does not cover the unpacking or assembly of products.
- How will my order be packaged? You will receive your order perfectly packaged. We have selected strong and sturdy boxes to prevent damage to the product. Inside the box, we use bubble wrap to secure the product and prevent any damage. Please open the boxes carefully and keep all packaging until you’re sure that the product is in perfect condition. All products are packed with brown paper and bubble wrap. We carefully wrap the item so you can send it as a gift to anyone without having to mention this on the order.
What form of payment can I use to make my purchase? You can use the following payment methods: Visa, Visa Electron, MasterCard and PayPal.
Why might my credit card be rejected? Your card might be rejected for one of the following reasons: The card may have expired. Check that your card isn’t past its expiry date. Some of the details entered may be incorrect. Check that you have correctly filled in all the required fields. You may have reached the limit of your card. Check with your bank you have not exceeded the amount allowed for purchases on your card.
Can I get an invoice in my company’s name? Yes. Just click on the “Invoice” option in Personal Details and fill in the tax details requested.
Can I order Tax Free? No, because Tax Free only applies to products bought in store and taken away in person.
Is it safe to use my credit card on the website? Yes, all data is transmitted in SSL encrypted format. Only SET (Secure Electronic Transaction) will be accepted for payment by Visa and MasterCard. After verifying that the card uses the SET protocol, the system will contact the issuing bank for the buyer to authorise the purchase. When the bank confirms authenticity, the card will be charged. Otherwise the order will be cancelled.
- What should I do to return an item? Send us an email to firstname.lastname@example.org stating the reason for the return. Please state RETURN + order number in the subject line of the email.
- How long do I have to return an item? The deadline for any return is 14 days from the delivery date.
- Do I have to pay for the return? Items must be returned in the same condition as they were delivered and in the original packaging. It is important that the items are perfectly packaged along with a copy of the delivery note. The customer is responsible for the cost of sending the item. If the item you have received is defective or not the correct one, we will arrange the collection of the package.
- How will I receive my refund? Once the return has been approved, you will be refunded via the same method of payment you used for your purchase.
- When will I receive my refund? After verifying that the items are in perfect condition, you will receive a confirmation email telling you that the amount will be credited to your account within a maximum of 14 days after we receive the goods. Remember that payment to a credit card always depends on your bank.
- What should I do if my refund is incorrect? Contact our customer service department on email@example.com and we will solve the problem as quickly as possible.
dvgasgarage.com reserves the right to refuse any returns communicated or sent after the deadline or for items that are not in the same condition as when received.