I.- NATIONAL SHIPPING:
Peninsula Certificate: Shipping costs € 3.99. The shipment is made through the MRW company, with its corresponding tracking code.
The estimated delivery time of the orders ranges from 1-2 days from we send it (Spain).
Free collection at our office in Madrid:
Calle Alustante, 6
28002 Madrid (España)
Monday to Friday from 11:00 a.m. to 7:30 p.m.
Balearic Certificate: Shipping costs € 7.99. The estimated delivery time of orders ranges from 7 to 8 days from when we send it. The shipment is made through the UPS company, with its corresponding tracking code.
Canary Islands Certificate: Shipping costs € 10.99. The estimated delivery time of orders ranges from 7 to 8 days from when we send it. The shipment is made through the MRW company, with its corresponding tracking code
Due to the logistical and administrative complexity of the shipment and not being able to guarantee an adequate service, shipments to Ceuta and Melilla are not currently carried out.
Please note that our order preparation time is 24-48h working days, so it will be from this moment when the shipment is made (and, therefore, when the previous delivery terms begin to count). Make sure that the shipping address and telephone number that you provide us are correctly written and detailed; In the event that the package is returned due to an error in this regard or due to lack of data, the new shipment will be invoiced according to the current rates depending on the weight of the package.
II.- INTERNATIONAL SHIPPING:
Portugal Shipping Costs: € 3.99
- Shipping is done through the MRW company, with its corresponding tracking code.
Europe (France, Italy, UK ...). Shipping costs: € 11.99.
- Delivery once the shipment is prepared: approximately 7 working days. The shipment is made by registered mail through the UPS company, with its corresponding tracking code.
United Kingdom, Ireland, Austria, Denmark, Slovenia, Slovakia, Greece, Czech Republic, Finland and Luxembourg: Shipping costs: €13,99
Rest of Countries : €31.99.
- The shipment is made by registered mail through the UPS company, with its corresponding tracking code.
Cyprus: Shipping costs: €45
III.- FREE SHIPPING:
Spain: orders over €60
Balears: orders over €120
Canary Islands: orders over €180
Portugal: orders over €60
European Union, United Kingdom, Ireland, Austria, Denmark, Slovenia, Slovakia, Greece, Czech Republic, Finland and Luxembourg: orders over €190
Rest of countries: orders over €450
Cyprus: orders over €600
IV.- IMPORTANT NOTICES!
A) Hölibia is not responsible if your order does not arrive on time due to periods of high shipping volume or due to problems with the shipping company.
In the event that, once shipped, the package has not been delivered within 10-15 days, the package will be returned to Hölibia, who will refund the amount of the order with the exception of the shipping and return costs incurred. You can contact our team to know the status of your order, via email: firstname.lastname@example.org and we will respond as soon as possible within our customer service hours.
B) Hölibia is not responsible for the costs associated with the reshipment of the order in the following cases and the costs will be borne by the buyer:
Incomplete or wrong address
When the shipping agency is unable to contact the customer after several absences at the address.
If this is the case, please send us an email to email@example.com and we will explain how to solve it.
C) - Orders outside the European Union (EU) and the Canary Islands:
Orders outside the EU and Canary Islands may be subject to duties, taxes or other levies, depending on the laws of that country or specific regions.
Please note that we have no control or influence over import duties or taxes. These taxes are set by individual sovereign nations or regional authorities within them. Charges are applied, if necessary, upon arrival of your order at the customs department of your country.
The recipient of the order is responsible for the charges applicable to the shipment and may be contacted by customs or the shipping company to request payment of these duties or fees. We recommend researching your country's import rules before placing an order. Contact a local customs broker for more information on duties and taxes if you are unsure whether you are required to pay any fees. If a customer refuses to pay a required customs charge, the customer will be responsible for the cost of return shipping to us (or the cost of destruction of the package at destination, if required).
D) - Orders placed from the United Kingdom (UK):
The total purchase price paid will be increased at destination with a VAT of 21% created by the United Kingdom after the exit of the EU, plus the customs tax. Hölibia does not pay this tax and complies with all tax regulations for online sales.
E) - Regulations and costs for orders to the Canary Islands, subject to possible updating:
- Orders of less than 150€ will have to pay approximately 10€ on receipt of the order for AIEM (Arbitrio Insular de Entrada de Mercancías).
- Orders of more than 150€ will pay 17,50€ for clearance and customs expenses + IGIC (Canary Islands General Indirect Tax), which will be 7% of the value of the order.
V.- RETURN OF PRODUCTS:
Before making an exchange or return for any reason, you must first notify us by email at firstname.lastname@example.org, attaching the purchase invoice for the order. Remember that the deadline for communicating the return and sending it back is a maximum of 14 days from the date of receipt.
You have the following options:
Exchange it for another product of the same value.
Exchange it for another product of a higher amount and pay the difference.
Exchange it for a product of lesser value and we will refund the difference with a voucher.
Request the return and receive the full amount of the product in the form of a voucher.
If the return of the products is due to a defect in the item received or the wrong product, please contact us immediately, within 24 hours of receipt, at the following email address: email@example.com, attaching a photograph and indicating the error or defect along with your personal details and invoice.
To make your exchange or return, you can go to your nearest post office and send us the package in its original packaging to the address we will provide you with. We recommend that you use a system that certifies the delivery (certificate or acknowledgement of receipt). We will not be responsible for any loss, delay or misdirection of any product you wish to return to us.
In the event that the return is made for reasons not attributable to Hölibia, the buyer shall bear the costs generated by such return (shipping and return costs). The following are considered to be non-imputable causes: changes in size, colour or other characteristics, which are due to a change of opinion of the customer or an error by the customer at the time of placing the order.
Hölibia is not obliged to refund the amount in cash, and therefore reserves the right to do so by means of a voucher. A voucher will be generated with the amount of the returned items, which can be exchanged within 6 months. If you wish to exchange for an article that is out of stock at the time of validity of the voucher, you can notify us by e-mail in order to pause its validity and resume it when the desired articles are available again.
We reserve the right to refuse returns communicated or sent after the deadline, sent carriage forward, or items that are not in the same condition as they were received.
It is not possible to return personalised or made-to-order items. If the product is not returned in the same original packaging, the goods may suffer a depreciation and therefore a reduction in the amount of the refund.
In order to help you, we offer you the following addresses:
Telephone / Whatsapp: + 34 635 17 24 66