Shipping policy
Our main objective is your satisfaction with your purchase, therefore if there is any reason you are dissatisfied, Banoffee accepts returns and exchanges within 14 calendar days of receipt of the item.
IMPORTANT:
Our personalized products are created at the customer's request, so we strongly ask, that you meticulously check all details, measurements, initials and colors, as we do not accept exchanges or returns. We will not accept the cancellation of an order containing personalized items.
We are always at your disposal! If you have any questions, please write us at atención_cliente@banoffeebcn.com or complete the contact form, THANK YOU VERY MUCH!
General information
Your orders are prepared by our team from Monday to Friday. The preparation time is 24h/48h except in the case of personalized products, which is 15 to 20 business days. The preparation time for handmade jewelry (jewelry with mineral stones or personalized initials) can take up to one (business) week. Orders placed over the weekend or on public holidays will be processed on the first business day. Once the preparation period is complete, they are shipped. The delivery time is counted as of this point, depending on the chosen shipping method. Occasionally, the delivery time may vary slightly, especially in high-demand seasons such as sales, Black Friday or Christmas. In any event, we will always try to shorten delivery times as much as possible to ensure quick and efficient receipt of your orders. *For the above purposes, business days are understood to be every weekday (Monday to Friday) excluding Saturdays, Sundays and public holidays.
Purchasing a product in PRE-ORDER means the product you purchased is not in stock but will be back in stock in a short time.
To pre-order a model, you will have to add it to your purchase as if you were placing a normal order. You will then go through the checkout process as normal. Please note that a pre-order will be treated as a normal order and the funds will be taken from your account when you place the order. Orders for that product will start shipping from the date indicated in the product description.
If your order contains a combination of pre-order and in-stock items, we will make a single shipment on the date the pre-order is scheduled to ship. Your order confirmation email will contain both in-stock and pre-order items.
Please note that personalized products are handmade and handcrafted and may have small variations (size, color or position...).
All orders are prepared with great care and attention to detail. The packaging of your order includes a single gift box. All products are placed in an ecommerce box to avoid knocks and to ensure they will arrive in perfect condition. If this is not the case, please contact us.
Important note: Due to the saturation of courier companies during Black Friday, Cyber Monday, Christmas and sales, it is possible that deliveries may be slightly delayed. If your order has not been delivered within a reasonable time, please contact us.
Shipping
For national orders, the courier company in charge of delivery and transport is GLS (Their customer service telephone number is: 902 113 300). If you have any questions, please contact us.
For international orders, shipments are sent by other air freight companies.
Shipping costs
SPAIN (PENINSULA NOT INCLUDING PORTUGAL)
Standard Shipping: Cost: €4,50 or free on orders over €30. Preparation between 2-5 business days from receipt of the order, plus 24/72h shipping by the transport company. If the shipment is not carried out due to absence or impossibility of delivery for reasons not attributable to the courier company, the second shipment will be paid by the customer.
Express delivery: 6,95€. Preparation between 24/72 hours from receipt of the order, plus 24-hour delivery by the courier company.
Due to factors external to our activity, it is possible that some shipments may be delayed by the transport company.
IMPORTANT: Deliveries of personalized products have a longer production time. Personalized jewelry: preparation within 5/7 business days. Computer cases and bags: preparation between 15/20 business days. Delivery times must be added to these preparation times, according to the chosen shipping method.
BALEARIC ISLANDS
Purchases over 80€: 7,95
Purchases under 60€: 11,00€
Shipping time: Preparation 2-5 business days from receipt of the order, shipping 24-48 hours by the transport company.
CANARY ISLANDS
Purchases under 60€: 22,50€.
Purchases over 60€: 15,00€.
Purchases over 100€: 10,00€
It is essential to write the ID number in the shipping information. Any possible charges or import duties at the destination are to be paid by the customer.
Shipping time: Preparation 2-5 business days from receipt of the order, shipping 5-7 days by the transport company.
CEUTA, MELILLA and GIBRALTAR
Standard Shipping: Cost: €59
It is essential to write the ID number in the shipping information. Any possible charges or import duties at destination are to be paid by the customer.
Shipping time: Preparation 2-5 business days from receipt of the order, shipping 5-7 days by the transport company.
PORTUGAL
Purchases over 100€: FREE SHIPPING
Purchases under 100€: 7,90€
Shipping time: Preparation 2-5 working days from receipt of the order, shipping 5-7 hours by the transport company.
EUROPEAN UNION:
GLS Shipping: Depends on the country. Check via email.
Shipping time: Depends on the country. Check via email.
Important: UK and Switzerland orders: Please, write your ID number in the shipping details during the checkout.
Any possible charges or import duties at the destination are to be paid by the customer.
NON-EUROPEAN UNION (INTERNATIONAL):
Standard Shipping: Depends on country. Check via email.
Important: Please, write your ID number in the shipping details during the checkout.
Any charges or import duties at the destination are to be paid by the customer.
Exchanges
Send an e-mail to atencion_cliente@banoffeebcn.com with the order number, product and reason for the exchange and your contact details.
Cost: Free of charge. We will send a courier to deliver the new product and pick up the product you want to exchange.
The first exchange you make will be free of charge, the cost of the 2nd exchange onwards will be charged to the customer.
It is essential you have the product you want to exchange prepared along with a note stating your name and order number. If the item you wish to exchange is not delivered, the courier will not be able to deliver the new package.
In the case of our jewelry, clothing and swimwear, you will be able to exchange your product for another of a different size or color, or for another item of the same or higher value.
For hygiene reasons we do not accept exchanges or returns for earrings.
Banoffee carefully checks each product before it is shipped, however, if you receive a defective product or one in poor condition, please contact us within 24 hours of receiving the package and we will send you a new one as soon as possible.
Personalized products (personalized jewelry, bags, suitcases, vanity cases and computer cases): are exempt from exchanges unless the item sent is faulty or incorrect. In this event, please contact us within 24 hours of receiving the package and we will send you a new one (at no extra cost) as soon as possible.
Returns
Send an e-mail to atención_cliente@banoffeebcn.com with the order number, product and reason for return and your contact details.
We offer two options for national returns:
Cost: 6€: Request an arrangement with us to pick up the package from your home address.
Once the return has been confirmed by email, send the package on your own to the address we provide.
Banoffee will only assume the shipping costs of the product you wish to return if it arrived defective.
Once we receive an item from the jewelry department in perfect condition, we will use the same payment method by which it was purchased. We will send you an email with the refund information which will be carried out within 14 days. When the item is a textile or personalized product, a personalized credit card, with no expiration date, will be issued for the total amount of the purchase (excluding the shipping costs incurred) which may be redeemed on our website or in our physical shop.
Personalized products (personalized jewelry, bags, suitcases, vanity cases and computer cases): are exempt from returns unless the item sent is faulty or incorrect, in which case an exchange can be made. In this case, please contact us within 24 hours of receiving the package and we will send you a new one as soon as possible (at no extra cost).
For hygienic reasons we do not accept returns on earrings.
Right of withdrawal
If you are entering a contract as a consumer and user, you have the right to withdraw from this contract within 14 calendar days without giving any reason.
The withdrawal period will expire 14 calendar days from the day you or a third party on your behalf, other than the carrier, indicate that the material goods possession was acquired, In the event the goods in your order are delivered separately, it will be 14 calendar days from the day on which you or a third party on your behalf, other than the carrier, indicate that the last item of those material goods possession was acquired.
To exercise the right of withdrawal, you must notify BANOFFEE at our Barcelona shop at Calle Marià Cubí 155 or by email at atencion_cliente@banoffeebcn.com and include the order number, item, reason for the return, your contact information, and your decision to withdraw from the contract by means of a clear statement (e.g. a letter sent by post or e-mail). You may use the sample withdrawal form at the end of these Conditions, but its use is not required. To comply with the withdrawal period, it is sufficient that the communication concerning your exercise of this right is sent before the expiration of the respective withdrawal period.
Consequences of withdrawal
In the event of your withdrawal, we will refund all payments received from you, including the delivery costs to the initial delivery address (with the exception of the additional costs resulting from your choice of a delivery type other than the least expensive type of standard delivery offered by us) without any undue delay and in any event, that it is not later than 14 calendar days from the date on which we are informed of your decision to withdraw from this contract (and once we have received the goods).
In the case of jewelry, we will carry out the said refund using the same payment method used for the initial transaction, unless you instruct us otherwise, expressly detailing the means of payment by which you wish us to carry out the refund. You will not incur any charges as a result of the refund. Notwithstanding the foregoing, we may withhold the refund until we have received the returned goods or until you have provided proof of return of the goods, whichever occurs first.
In the case of non-personalized textile items and bags (excluding customized products), we will issue you a personalized credit card for the full amount of the purchase, with no expiration date, that you can redeem on our website or in our physical shop.
You must return or deliver the products directly to us at our shop in Barcelona at Calle Marià Cubí 155, or request the return through out website, by delivery person/courier, without undue delay and, in any case, within a maximum period of 14 calendar days from the date on which you informed us of your decision to withdraw from the contract. The term will be considered fulfilled if you return the goods before the expiration of this period. Once the period of 14 calendar days has lapsed without Banoffee being in receipt of the goods you wish to return, you will lose the right to a refund.
Unless you return the articles to our shops at Marià Cubí, 155 or CC L'Illa Diagonal, you must assume the direct cost of returning the goods.
You will be responsible for the resulting diminished value of any handling other than that which is necessary to establish the nature, characteristics and function of the articles.
Exceptions and specific circumstances
You will have no right of withdrawal when receiving personalized items. This includes: any accessory in which the customer chooses the exact customization (including jewelry and other accessories such as vanity cases, bags, suitcases, cases, computer cases, mobile phone straps, and any others that offer this option).
Your right to withdraw from the contract will exclusively apply to those items that are returned in the same condition in which you received them. No refund will be given for items that have been used beyond the mere opening, products that are not in the same condition as they were delivered or that have sustained any damage. Therefore, you should be careful with the product(s) while they are in your possession. Please return the item(s) using or including all original packaging, instructions and any accompanying documents. Returns can be made at our Marià Cubí shop.
Returns by delivery person/courier:
You must contact us via our return request form so that we can organize the pickup from your home address. You must return the goods in the same package that you received them, following the instructions that you will find in the "RETURNS" section of this website. The cost of this service is 6€.
In the event you do not wish to return the products through any of the above options, you will be responsible for the return costs. Please note that if you choose to return the goods to us as collect on delivery, we will be authorized to charge you for any costs we may incur.
After examining the item, we will inform you whether you are entitled to a refund of the amounts paid by the same payment method or by credit card (depending on the type of item). The refund will be made as soon as possible, and in any event, within 14 days of the date on which you informed us of your intention to withdraw. However, we may withhold the refund until we receive the returned goods, or until you have provided proof of return of the goods, whichever condition is met first. The refund will always be made by the same payment method you used to make the purchase.
You will bear the cost and risk of returning the goods to us, as indicated above. If you have any questions, please contact us by email at info@banoffeebcn.com.
Please note that following the delivery of the order, in the event of exercising the legal or contractual right of withdrawal and when you are the one who organizes the transport of the order, as this service is not being provided by us, we will not be able to assume the risk on the return package as its related causes are not attributable to Banoffee.
Likewise, remember that you will be responsible for the content of the return package when using any of the return options offered by Banoffee. If the content in the return package is defective, not attributable to Banoffee, we will be authorized to charge you for the respective costs when managing the return of the package to your attention is possible.
This is under all circumstances, except as set forth in the rights and actions recognized by the current legislation.
Example/withdrawal form
Withdrawal form (you only need to complete and send in this form when you wish to withdraw from the contract)
A/A. BANOFFEE BCN - MATA PAULO s.l. with its domicile at Maria Cubi 155 08021 - Barcelona (Spain) and email atencion_cliente@banoffeebcn.com
I hereby inform you that I withdraw from my sales contract of the following good:
Order no.:/Received on:
Consumer's name:
Consumer's address:
Signature of the consumer (For paper submission only)
Date:
(Delete where not applicable)
