Shipping & Returns

1) Shipping

Shipping areas
We ship throughout the European Union (EU).

Shipping cost
Shipping cost is calculated automatically and shown at checkout before completing the purchase. It may vary depending on the destination and order amount.

Preparation and delivery times

  • Order preparation: 24 business hours.
  • Delivery: 48–72 business hours from order dispatch.

These are business hours and may vary by destination.

Note: During periods of high demand or due to logistical issues beyond our control, shipping may experience some variations.

Order tracking
When the order is dispatched, you will receive an email with the tracking number (if provided by the carrier).

In-store pickup
We also offer in-store pickup. You can select this option during checkout. We will notify you when your order is ready for pickup.

Address changes
If you need to change the delivery address, please contact us as soon as possible. If the order has already been shipped, it may not be possible to make changes.

Delivery incidents (damage or problems)
If your order arrives damaged or you notice any issues, please write to us within a maximum of 48 hours of receipt, including:

  1. Order number
  2. Photos of the package and product
  3. Description of the problem

We will help you manage it as quickly as possible.

Failed delivery and returns to sender
If the carrier cannot deliver the order and it is returned, we will contact you to reschedule the shipment. In some cases, an additional cost may apply.

2) Returns

Right of withdrawal
If you have purchased online, you can request a return within the legal period of 14 calendar days from the receipt of the order, except for the exceptions provided by applicable regulations (e.g., personalized products or those that, for hygiene reasons, are not suitable for return once unsealed).

Conditions for accepting a return
To process it, the product must be:

  • In perfect condition, without signs of misuse
  • With its original packaging, accessories, labels, and documentation (if applicable)
  • Properly protected for return shipping

How to request a return

  • Write to us by email or WhatsApp indicating
    1. Full name
    2. Order number
    3. Reason for return (optional, but helps us improve)
  • We will confirm the steps and return address.
  • Once the product is received and inspected, we will process the refund.

Return cost

  • If the return is due to our error or a defective product: we will cover the return or collection costs.
  • For returns due to withdrawal: the return shipping costs are borne by the customer, unless otherwise specified.

Refunds
Once the return is received and the product's condition is verified, we will issue the refund using the same payment method used for the purchase. The timeframe may vary depending on the bank.

3) Exchanges

If you wish to make an exchange (model, size, or color), please contact us, and we will advise you on the quickest way to manage it. In many cases, the most efficient method is to process a return and place a new order.

4) Contact

If you have any questions about shipping or returns, you can contact us here:

  • Phone: 971 38 63 08
  • Email: opticaciutadellaferreries@gmail.com
  • WhatsApp: +34 669 026 566
  • Instagram: @opticaciutadella