FAQS

In this section you will find the answers to all the questions you may have regarding your order, payment methods, purchase process, etc ... And if you still have some doubts, you can write us at hola@alondra.es or call us at +34 965 00 25 25. We will be pleased to assist you!

Once the payment of your purchase has been issued, you will no longer be able to make any changes. Therefore, we recommend that you check thoroughly that all the details, quantities and products are correct, before finalising your order. However, if you notice that there is an error when confirming your order, contact us immediately by email pedidos@alondra.es or by phone at +34 965 00 25 25 so that we can solve it before preparing the goods. Once your order has left our facilities, no amendment can be made, and you will be responsible for any costs incurred.

Yes, you can cancel your order up to 24/48 hours prior to the shipment by sending us an email hola@alondra.es. Please indicate your order number and the product reference in the subject, as well as the reason for the cancellation in order to expedite the process.

If the order is already in transit (that is, if the merchandise has already left our facilities), the cancellation will be handled as a return and any resulting expenses will be borne by the customer. This will apply in all cases, including orders that have been placed during a free shipping promotion, and your return cost will be the same as the freight charges without any discounts or promotions. The consumer may return the products purchased using the means they deem appropriate. Check the price table by clicking here.

Once the cancellation email is received, our customer service will contact you. The cancellation will be processed within 7 days.

The refund will be made through the same payment method you used for your purchase. Please bear in mind that the time it will take for the credit to be visible in your account may vary depending on the payment method:

- Debit card: up to 72 hours.

- Credit card: until the end of the month.

- PayPal: between 6 and 10 days.

- Pagantis: up to 10 days.

If you have chosen the furniture home delivery service, you will receive a call several days in advance to schedule of your order.

Courier services delivering small parcels will not call you ahead of time. If you happen not to be at home, they will leave you a notice with a phone number so you can schedule a new delivery within 10 days.

At www.alondra.es we keep track of every order, so if there is any issue with your delivery, we will inform you.

If the merchandise can't be delivered within 10 days of receipt of the transport notice, all expenses incurred by the return of the merchandise to our warehouse, as well as the second delivery, will be borne by you.

If the transport company agrees on a date with you and the delivery cannot take place because you are absent, additional charges for the second shipment may apply.

If you have selected HOME DELIVERY, you will be able to pick up your order always agreeing it with the transport company, requesting it previously with ALONDRA when you place your order.

For orders with STORE PICK UP, you are the one who selects it at the end of your order, so you will be notified in time so that you can pick it up comfortably and they will help you load it into the car.

If you want to pick up your order at our facilities in Beniarbeig, Alicante, you will have to choose the service PICK UP AT STORE and select "Alondra Store Beniarbeig".

All the products sold on our online shop are identical to those you can purchase at our retailers "Alondra Spaces". However, due to commercial reasons, the prices published on our website may vary as opposed to the prices in brick-and-mortar stores.

Please note: The colour and hue of our product pictures may vary depending on the screen on which they are viewed. Likewise, photographs may suffer variations in hue and contrast, due to the lighting conditions at the time they were taken.

In order to view the invoice for a completed order, follow these steps:

• Access "My account" at the top of our website by entering your email and password.

• Select "Recent Orders" in the menu on the left.

• In this section, you will be able to see all your orders. Select "Print invoice" in order to obtain the invoice for your order. Remember that you can only print invoices for orders that have already been paid and completed.

If you have ordered from ALONDRA Online and the information on your invoice is not correct, you can modify it. Send us an e-mail hola@alondra.es and you will receive by return the form you will have to fill out and the necessary documents. In order to speed up the process, you can prepare the information in advance and send it to us as an attachment as soon as you receive our mail.

Throughout the purchase process, ALONDRA will email you to keep you updated on the status of your order.

If you choose to pay by bank transfer, we recommend that you clearly indicate your order number and the name of the person placing the order when you process your payment. Your payment may take between 24 and 48 working hours to clear, depending on whether it has been made between accounts of the same bank or accounts from different entities.

At this time, no discount is applied based on the payment method used. Alondra offers different payment methods for your convenience, so you can choose the one that best suits you.

If you have received your order and you are not satisfied with your purchase, you can return it within 14 calendar days of delivery. The product must be in the same condition that you received it

, and it must not have been used. It may not have been altered, and will need to have 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 a free shipping promotion. The return cost will be the same as the shipping costs without any discounts or promotions. The user may return the products purchased using the means they deem appropriate.

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

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

The agreed amount will be paid within a maximum period of 14 days from when the status of the returned product is verified and once the customer has sent the collection receipt through the 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 bear 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: up to the expired month.

• PayPal: between 6 and 10 days.

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

If your product is defective or any parts are missing, please contact us by clicking on the link "Contact" in the footer. In order to speed up the process, we recommend that you provide us with your order number and a description of the faulty case. Subsequently, our Service Department will contact you via email. It is highly likely that they ask for photographs of the product.

Our team will assess your case and decide whether to replace the product, change parts or provide you with another solution.

Once the RETURN has been processed, the customer must indicate a convenient pick-up day at their home address or at a drop-off point, at least 72 hours in advance, as well as an estimated time slot (morning-afternoon).

Before requesting a return for any type of claim, we advise you to check out your product thoroughly in order to make sure that it is actually eligible to benefit from our guarantee. Please take into account that, if once we receive the product, it can be ascertained that it is working properly or is not faulty, and the reason for the return is proven to be the wrong usage or assembly by the customer, you will bear all shipping costs, both outward and return.

If you need any technical advice, you can call us on +34 965 00 25 25.

Repair or replacement: generally, our service department will decide whether to repair or replace a part/product based on the stock availability, sort of product, nature of the complaint, date on which the claim is reported... Please take into account that parts showing wear and tear (if any) will not be covered by the manufacturer's warranty.

Credit: once the return is accepted, a refund will be issued to the original payment method within 10/15 days after receiving and analysing the product returned. If the payment was issued by bank transfer, you must indicate your bank account.

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