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. Postcode error. What should I do? 12. Tax invoice AFTER-SALES 13. Issues with my order 14. How to cancel an online order 15. Online exchanges and refunds STORE LOCATOR 16. 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 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 France, Germany, Belgium, Netherlands €9,95 – Orders < €50 Orders €50 – €100 – €4,95 Orders > €100 – FREE6 – 8 days Austria, Luxembourg, Denmark, Italy, Hungary, Czech Republic, Poland, Slovakia €10,95 – Orders < €50 Orders €50 – €100 – €5,95 Orders > €100 – FREE6 – 8 days Ireland, Sweden €14,95 – Orders < €50 Orders €50 – €100 – €7,95 Orders > €100 – FREE6 – 8 days Finland, Bulgary €22,95 – Orders < €50 Orders €50 – €100 – €11,95 Orders > €100 – FREE6 – 8 days *These are an indicative periods, being only mandatory the deadlines included in the General Conditions of Purchase. - 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. 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. 12. 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 13. 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 there are incidents regarding its supply or if there are no products in stock, we will inform you, as far as possible, and we will proceed to refund the amount of the product (s) without stock. If we have not been able to inform you and yet you notice the non-delivery of any product in your order, please contact the Customer Service who, after the appropriate checks, will proceed to refund the amount of the product (s) without stock. 14. 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. 15. ONLINE EXCHANGES AND REFUNDS There are different procedures for changes, returns and withdrawals. Hereby we describe them: • Change: the substitution for the same product in another color and / or size is considered change. • Return: due to a defect, defect, receipt of an erroneous product or another reason other than the above. • Withdrawal: return originated only by decision of the client. Certain items have special conditions of return and will not accept such return if they have been opened or unsealed. You have all the detail in the General Conditions. Return in physical store: Whenever you want to return something, we recommend you go to one of our stores in the same country where you made the purchase. You can return your orders in the stores of Cortefiel and Pedro del Hierro. Present the ticket you received in the confirmation email when you placed your order (you can show it on your mobile or print it), along with the items to be returned. You can also find your ticket in the “my orders” section within your online account. *In case of tare or defect: Tendam will be liable for the lack of conformity that manifests itself within three years from the delivery of the product / s, in accordance with the provisions of theGeneral Conditions. Return in online store: You can also make your returns from the web. Remember that if you are going to return in store this step is not necessary. If you have purchased as a registered customer, log in to the website and from the “my orders” section you can request a return. If you bought as a guest, you can access the return from the link you will find in the emails we have sent you. Once you have selected the items you want to return and have created the return, you will have to manage the collection of your order in the carrier’s portal. You have to put all the items in a single package and stick on the outside the label provided by the carrier. Whenever you can, we recommend that you use the package where you received your order using the second adhesive tape closing, thus contributing to the environment avoiding generating more waste. Likewise, we inform you that you have one month to make returns or exchanges for reasons other than a defect, defect or receipt of the erroneous product, as established in point 5 of the General Conditions of Purchase. We remind you that you can only return or exchange a product, if applicable, by following the instructions indicated in our General Conditions of Purchase if the purchase has been made on the website pedrodelhierro.com. If you have purchased any of our products in any other store, physical or online, you must contact the corresponding seller STORE LOCATOR 16. 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.