FAQS

Once you have paid for your purchase, you will no longer be able to make any changes. Therefore, we recommend that before finalizing the order you check carefully that all data, quantities and products are correct. However, if you detect an error when confirming your order, you can contact us immediately by email ventas@alondra.es or by phone at +34 965 00 25 25 so that we can resolve it before preparing the order. Once the order has left our facilities, no type of modification can be made, and you will be responsible for assuming the costs of any mishap.

Yes, you can cancel your order within 24/48 hours, before the merchandise leaves our warehouse. You can cancel it by writing to us at hola@alondra.es indicating the order number and product reference in the description of the message. Please also indicate the reason for the cancellation to expedite the process.

If the order is already in transit (that is, if the merchandise has already left our warehouses), the cancellation will be treated as a return and the associated costs will be borne by the customer. This will apply in all cases, even for orders placed during the free shipping promotion, and the return cost will be equivalent to the shipping costs without applicable discounts or promotions. The consumer may return the purchased products using the means they deem appropriate. Consult the price table by clicking here.

Once the cancellation email has been received, customer service will contact you. The cancellation processing time will not exceed 7 days.

The refund will be made through the same payment method with which the purchase was made. You must keep in mind that the time it will take for the deposit to be visible in your account may vary depending on the payment method:

- Debit card: up to 72 hours.

- Debit card: up to 72 hours.

- Credit card: until the month expired.

- PayPal: between 6 and 10 days.

- Aplázame: up to 10 days.< /p>

If you have chosen the PICKUP IN STORE, VIP or PREMIUM services, they will always call you in advance to agree several days in advance on the collection, delivery or delivery and assembly of your order.

The other services home or express delivery will not notify you, if they do not locate you at home they will send you a notification with a telephone number to agree on a new delivery within a maximum period of 10 days.

At www.alondra.es we track each order, so if any incident arises in your shipment, we will notify you.

If for reasons attributable to you as a customer, The merchandise could not be delivered within a period of 10 days, once you receive the notice notification, all expenses incurred by reporting the merchandise to our offices would be your responsibility, as would the subsequent resending of the same.

If a date having been agreed upon with you for the delivery of the merchandise by the transport agency, it could not be delivered because you are not at your home, you will be They could charge additional amounts for second shipment.

If you have selected HOME DELIVERY, you can pick up your order by always agreeing with the transport company, requesting it in advance with ALONDRA when placing your order.

For orders with PICKUP IN STORE , you are the one who selects it when completing your order, so they will notify you in advance so that you can go pick it up comfortably and they will help you load it to the car.

If you want to pick up your order in our facilities in Beniarbeig, Alicante, you must select the PICK UP IN STORE service and select “Alondra Store Beniarbeigâ€.

All the products sold through our online store are identical to those you can purchase at the physical points of sale “Espacios Alondraâ€. However, for commercial reasons, the price of the product on our website may vary from its price in the physical store.

To take into account: The color and tonality of the photographs of the products. Products may vary depending on the monitor on which they are viewed. Likewise, photographs may suffer variations in tonality and contrast, due to the lighting conditions at the time they were taken.

To check the invoice for a completed order, follow these steps:

• Access the “My account” area, which you will find at the top of our page website, and enter your email and password.

• Once inside your account, select “Recent Orders†in the menu on the left.

• In this section you can see all your orders and select “Print invoice†to obtain the invoice for your order. Remember that you will only be able to print the invoice for orders that have been paid and completed.

If you have purchased at ALONDRA Online and the details on your invoice are not correct, you can modify them. Write to us through the email hola@alondra.es. We will then respond via email to send you the form that you will have to fill out and the necessary documentation. To speed up the procedures, you can prepare it in advance and attach it to us as soon as our email arrives.

During the entire purchasing process, ALONDRA will send you different emails that will keep you informed at all times of the status of your order.

In payments by deposit/transfer, we recommend that you indicate clearly the number of your order when you carry out the operation and the name of the person placing the order. The approval of your payment may take between 24 and 48 business hours, depending on whether it has been made between accounts of the same entity or accounts from different entities. Orders that have financing with Aplázame as a payment method will be launched when we have confirmation of the operation accepted by this entity.

At this time there is no discount if you choose one or another payment method. The different payment methods established by Alondra are for your convenience, and you can choose the one that most satisfies you and is convenient at that moment.

If you have received your order and are not satisfied with your purchase, you can request a return within 14 calendar days from the time of delivery. To proceed with the return, the product must be in its original condition.

The product could not have been used beyond its verification. This cannot have been altered and must keep all its accessories and instructions for use.

The return costs will be borne by the customer in all cases, even if the order was placed during the promotion. free shipping. The return cost will be the equivalent of the shipping costs without applicable discounts or promotions. The user may return the purchased products using the means they deem appropriate.

For reasons of hygiene, the return of rest products (mattresses, pillows or bed textile products) will not be accepted, if they have been been unsealed, except for those that have manufacturing defects.

In order to speed up the procedures, it is advisable to send your order number and a description of your case. Subsequently, you may be asked via email to send
photographs of the product.

The agreed amount will be paid within a maximum period of 14 days from when the condition of the returned product is verified. and once the customer sends proof of collection via email from which the Returns Department will respond. The refund will be made through the same payment method with which the purchase was made. You should keep in mind that the time it will take for the deposit to be visible in your account may vary depending on the payment method:

• Debit card: up to 72 hours.

• Credit card: until the month expired.

• PayPal: between 6 and 10 days.

• Appl ¡zame: up to 10 days.

If you wish to make use of your right of withdrawal, please also contact the Returns Department through the contact form linked in the "Contact us" button " at the bottom of this page, explaining your case and providing your order number.

If your product is defective or missing parts, please use the contact form linked in the "Contact" button in the footer. In order to speed up the procedures, it is advisable to offer the order number and a description of your case. Subsequently, the Returns Department will contact you via email. It is very possible that when you are contacted you will be asked for photographs of the product.

Our department will evaluate your case and determine whether to process the replacement of the product, the exchange of parts or another type of solution.< br/>

Once the RETURN has been processed, regardless of the incident and if a collection of the product is appropriate, the customer must indicate a collection day at their home or at the delivery point, at least 72 hours in advance, as well as the schedule (morning-afternoon, estimated time slots) with a wide margin.

We advise you that before requesting a return for any type of incident, be sure to carry out the relevant tests to verify that The product is actually capable of benefiting from the guarantee, since if upon receiving the product, it functions correctly or does not present any incident and the reason for the return is due to your lack of knowledge to use/assemble the product, you will assume all shipping costs, both round trip and return.

If you need any technical advice, you can contact us by phone at +34 965 00 25 25.

Repair or replacement: Generally, as a first option, it can be repaired or replaced in those cases in which the technical service considers it based on the stock, type of product, type of incident, management date... Keep in mind that for replacement, those parts that have deteriorated from use by the customer (if any) must be kept and that consequently they are not covered by the manufacturer's warranty.

Measurement: In case of return, it will be sent by the same means that the payment was made, within 10/15 days after receiving and analyzing the status of the return. If the payment has been made by transfer, you must tell us your bank account.