Shipping policy

1. MegaOutlet Items

Items in the MegaOutlet section cannot be exchanged or returned, even if they are also listed in other sections of the website.
Returns are only accepted in case of manufacturing defect or damage.

2. Shipping

Sales and high-demand periods: Due to high demand, shipping times may be slightly affected.

Order processing:

• Orders are processed Monday to Friday.
• Processing times:
  • In-stock items: 24–72 hours
  • Personalized items, jewelry boxes, bags, clothing, and other textiles: 15–20 business days
  • Handmade jewelry: up to 1 business week
• Orders placed on weekends or holidays will be processed the next business day.

3. Shipping Costs and Delivery Times

Region	Standard Shipping	Express Shipping	Notes
Mainland Spain	FREE for orders >30€ 4.50€ if <30€	6.95€	Preparation 2–5 business days (except personalized/textiles). Delivery 2–4 days (Standard) or 24–48h (Express). Second delivery attempt paid by customer if failure not caused by Banoffee.
Balearic Islands	7.95€ (>80€) 11.00€ (<80€)	-	Preparation 2–5 business days. Delivery 24–48h.
Canary Islands	22.50€ (<60€) 15€ (>60€) 10€ (>100€)	-	Preparation 2–5 business days. Delivery 5–7 days. ID required. Customs duties paid by customer.
Ceuta, Melilla, Gibraltar	59.00€	-	Preparation 2–5 business days. Delivery 5–7 days. ID required. Customs duties paid by customer.
Portugal	Free (>100€) 7.90€ (<100€)	-	Preparation 2–5 business days. Delivery 5–7 days.
EU & Rest of the World	Check by email	-	Delivery times and costs depend on country. Duties and taxes paid by customer. Customer responsible for international returns.

During high-demand periods (Black Friday, Sales, Christmas) shipments may be delayed. If you do not receive your order within a reasonable time, please contact us.

4. Pre-Order Items

If your order contains both pre-order and in-stock items, all items will be shipped together once the pre-order item is available.
Payment is charged at the time of purchase.

5. Exchanges & Returns

Our goal is your satisfaction. Banoffee accepts exchanges and returns within 14 calendar days from receipt, under the conditions below.

• How to request an exchange: Email atencion_cliente@banoffeebcn.com with your order number, product, reason, and contact information.
• Cost:
  • First exchange free in Spain (Mainland & Balearic Islands)
  • Second exchange and beyond: cost borne by the customer
  • Europe & international: exchanges processed as returns
• Conditions:
• Products must be unused, in perfect condition, with tags and original packaging. If the original box is not available, use a box of similar size. Exchanges cannot be made for earrings or swimwear without hygiene stickers. You must have the product you want to exchange ready for collection. If the product to be exchanged is not handed over, the courier cannot deliver the new item. Products that do not meet these conditions will not be accepted for exchange.
• Exclusions:
  • Personalized, custom-made, or made-to-measure items (except defects/errors)
  • Earrings and swimwear without hygiene stickers
    

5.3 General Conditions for Returns

• Deadline: 14 calendar days from receipt.
• How to request: Email atencion_cliente@banoffeebcn.com with order number, product, reason, and contact info.
• Options & Costs (Spain):
  • Home pickup arranged by Banoffee: €6
  • Return at your own expense to the provided address
  • Drop-off at physical store
• International Options & Costs:
  • Customer pays shipping, taxes, and customs duties
  • Banoffee only covers shipping if the item is defective
  • Package must be sent via courier chosen by customer
• Conditions: Product in original condition, unused, with tags and original packaging
• Exclusions: Earrings and swimwear/bikinis without hygiene stickers. Personalized, customized, or made-to-measure products are excluded from returns, except in the case of defects or errors. In such cases, contact us within 24 hours of receipt and the exchange will be processed free of charge.

Refunds:

• Jewelry (no personalized) and clothing:
  • Refunds will be issued via the original payment method within a maximum of 14 days after receipt and inspection of the returned item.
  • You may also choose to receive your refund as a gift card, with an additional €10 bonus (not applicable to purchases made with gift cards or gift vouchers). Gift cards have no expiration date and can only be used at Banoffee BCN.
• Non-customized personalized items (excluding all made-to-measure/custom items): refund via store credit card valid online or in store.

5.4 Cancellations

• Orders cannot be canceled after 24 hours
• Orders with textiles, personalized, or custom-made items cannot be canceled

5.5 Defective Products or Wrong Orders

• Contact within 24 hours of receipt
• Exchange or replacement will be processed free of charge

6. Contact

For any questions:
Email: atencion_cliente@banoffeebcn.com
Or via the contact form on the website.