Faqs QUESTIONS PRODUCTS 1. What is included in the price 2. I would like to buy an item that it is not available REGISTRATION 3. How to register on pedrodelhierro.com 4. How to change your details and stop receiving communications 5. I've forgotten my password. What should I do? ONLINE ORDER 6. Shipping methods, delivery time and costs 7. Payment methods 8. Payment error 9. Fraudulent use of your card 10. Find your size 11. How to request a gift order 12. Postcode error. What should I do? 13. Tax invoice AFTER-SALES 14. Issues with my order 15. How to cancel an online order 16. Online exchanges and refunds STORE LOCATOR 17. How to use the store locator ANSWERS PRODUCT 1. WHAT IS INCLUDED IN THE PRICE All prices shown on our website are inclusive of VAT and other local taxes. However, they do not include postage, details of which are listed separately. 2. I WOULD LIKE TO BUY AN ITEM THAT IT IS NOT AVAILABLE Items that are not in stock on the online store are not normally shown as available for purchase. However, you may call any of our physical stores to see if they have the item you are looking for in stock. Find your nearest store in the Tendam Store section. REGISTRATION 3. HOW TO REGISTER ON PEDRODELHIERRO.COM To register, go to the 'Register me' link in the top right corner of this page. It's simple - all you need to do to create your new pedrodelhierro.com account is fill in some personal details. Once you've registered, you'll be able to enjoy the following advantages: You won't have to keep entering your shipping details every time you buy something. You'll be kept up to date on our exclusive promotions, discounts, and much more, if you select so. 4. HOW TO CHANGE YOUR DETAILS AND STOP RECEIVING COMMUNICATIONS Login on pedrodelhierro.com and go to 'My Account' at the top right corner of the page, and you can access the platform where you can amend any details you need to. If you want to stop receiving our email communications, just go to 'My Account', select 'Edit my details' and uncheck the 'I want to receive the latest from Pedro del Hierro by email' box at the bottom of the page. 5. I'VE FORGOTTEN MY PASSWORD. WHAT SHOULD I DO? If you've forgotten your password, just click 'Login' at the top right corner of the page, and then click 'I've forgotten my password'. Enter your email address and we'll send you an email to reset your password. ONLINE ORDER 6. SHIPPING METHODS, DELIVERY TIME AND COSTS Shipping costs may vary depending on the total purchase and shipping address. Shipping will be free of charge in certain cases. HOME DELIVERY (Germany, Austria, Belgium, Bulgaria, Denmark, Finland, France, Luxembourg, Holland, Poland, Sweden, United Kingdom) €9,95 – Orders < €100 Orders €100 – €150 – €5,95 Orders > €150 – FREE6 – 8 days - Home delivery: Remember, you can provide us with a delivery address that's different from your billing address. You'll be sent a delivery notice the day before receiving the order, and another in the day the order arrives to the destination. If you're not at home when the courier tries to deliver your order, they'll send the order to the nearest Pick up Point and notify you with the steps to follow to collect it. 7. PAYMENT METHODS To pay for your purchases, you may use: • Credit card: VISA, Mastercard, American Express • Debit card: Maestro • PayPal Payments will be made at the time of ordering. The total will be made up of the price of your items and the corresponding shipping costs, which will be excluded from any discounts applied in the case of promotions. You will receive proof of purchase by email, and you can also check the 'My account' > 'My orders' section if you logged in as a registered user to purchase your items. 8. PAYMENT ERROR Email our Customer Service department at firstname.lastname@example.org and we can check what the issue was as soon as possible. 9. FRAUDULENT USE OF YOUR CARD If you think your suspect your card has been used in a fraudulent way, you should let us know as soon as possible by emailing our Customer Service department at email@example.com. 10. FIND YOUR SIZE We guide you in the process of choosing your size with the option ‘Find your size’ available within each product, a recommender that will suggest the most appropriate one based on people with your same characteristics. You will only have to provide us some details and we will take care of the rest, it’s really easy! In addition, as a second option you can always check our size guide. 11. HOW TO REQUEST A GIFT ORDER You can now send a gift parcel directly to whoever you want. It'll arrive ready gift wrapped, and you can add a message! Select the 'Prepare for gift' option in the first stage of 'Shipping' on the payment platform. 12. POSTCODE ERROR. WHAT SHOULD I DO? If the website doesn't recognise your postcode, please email Customer Service at firstname.lastname@example.org with a screenshot so that our team can add the postcode to the system. 13. TAX INVOICE To obtain a tax invoice, please email Customer Service at email@example.com indicating your tax details (name, ID/DNI, full address, and telephone number) and our accounting department will issue it in due course. AFTER-SALES 14. ISSUES WITH MY ORDER A) I HAVEN'T RECEIVED MY ORDER. WHAT SHOULD I DO? To check the status of your order, go to 'My account'. Go to the 'My orders' section and you'll be able to see the status of all your orders. If you have any queries, please email our Customer Service department at firstname.lastname@example.org B) WHAT HAPPENS IF I DON'T RECEIVE AN ITEM FROM MY ORDER? The number of items on sale are those estimated to be in stock at that given point in time. Tendam will do everything in its power to supply all items ordered by all customers. However, certain cases may arise where, due to causes beyond Tendam's control like human errors or IT system incidents, we might be unable to provide an item(s) you ordered. If an item is not available after an order has been placed, you will be duly notified via email or telephone. And you will be entitled to a partial or full cancellation of that order. 15. HOW TO CANCEL AN ONLINE ORDER Online orders can't be cancelled or modified once you've made a payment. If you ultimately decide you don't want your order, you need to wait for it to arrive and then return it in the usual way. 16. ONLINE EXCHANGES AND REFUNDS You have 30 days, from the receipt of the order, for any return and withdrawal. Tendam will refund the corresponding amount, before 14 calendar days have elapsed starting from the date they were informed of the return. The refund will be made by the same payment method as the one used for payment. However, we may retain your refund until we receive the goods, or until you have presented proof of return of the goods, depending on which happens first. A) RIGHT OF WITHDRAWAL FROM HOME Cost: The customer will cover the cost of sending the order back to Tendam. Procedure: Access the details of your order to request a refund and follow the stated steps. If you have made your purchase as a guest, you can access from the confirmation email link. In addition, in the event you have paid any shipping costs with your original purchase, and you are going to return all the items in your order, please contact our customer support so that we can return such costs, here. B) RETURNS (due to fault or defect) FROM HOME Cost: Returns made due to a fault, defect, or shipping error do not entail any cost to the customer. Procedure: Access the details of your order to request a refund and follow the stated steps. If you have made your purchase as a guest, you can access from the confirmation email link. C) EXCHANGES: NOT PERMITTED No changes, returns or withdrawal of boxers, perfumery and cosmetics, socks, stockings and earrings which have been unsealed, except for defective products. Fur garments only accept changes or refunds through the online store. No changes, returns or withdrawal of products that are incomplete, damaged, deteriorated, stained or in any state that reasonably indicates that the product has been used. They will be returned to the customer as soon as possible. All products that are to be exchanged or returned must be properly packaged. In case of withdrawal, you will only be responsible for the decrease in the value of the goods resulting from handling other than that necessary to establish the nature, characteristics and functioning of the goods. STORE LOCATOR 17. HOW TO USE THE STORE LOCATOR Remember, if the item you're interested in isn't available on the website, you can always search to see if we have it in our physical stores. Find your nearest Pedro del Hierro store with our Store locator.