SHIPPING AND RETURNS
SHIPPING
How long will it take for my order to arrive?
The delivery time of the orders is 15 working days from the moment the order is placed (only for peninsular shipments; Balearic Islands, Canary Islands, Ceuta and Melilla are excluded). All shipments will be made by the transport company agreed by the company.
If for any reason the order has to be delayed we will contact you to let you know.
Once the order is placed, it is not allowed to make any change in the shipping address, unless the customer bears the costs and it is expressly accepted by the parties.
What is the shipping cost?
Shipping costs are not included in the price of the items. These will appear in the summary of your purchase. The expenses will be calculated depending on the destination and therefore will be:
- Zone 0 – Valencia and Alicante: 55€ (Except orders over 200€ that will be free)
- Zone 1 – Madrid, Valladolid, Granada, Navarra, Sevilla, Vizcaya, Asturias, Barcelona, Cantabria, A Coruña: €60
- Zone 2: Murcia, Castellón, Guadalajara, Toledo Segovia, Albacete, Palencia, Ávila, Zamora, Guipúzcoa, León, Málaga, Tarragona, Álava, Pontevedra: 60€.
- Zone 3: Burgos, Ciudad Real, Cuenca, La Rioja, Salamanca, Soria, Zaragoza, Cadiz, Gerona, Huelva: €70
- Zone 4: Huesca, Jaén, Lérida, Lugo, Orense, Teruel, Cáceres, Córdoba, Almería, Gerona, Badajoz: 70€.
Can I request shipment of an order outside of Spain?
At the moment this option is not available. But you can contact us at info@tiendadoncolchon.com and we will try to find the best way to deliver your order.
What happens if I am not at the address I indicated when the courier is going to deliver the order?
After a first delivery attempt, the carrier will leave a notice for you to contact him and set a new delivery date. This delivery can be made at the shipping address you gave us or at one of the carrier’s offices.
After another unsuccessful attempt, your order will be canceled and we will refund you the amount of the order minus the cost of returning the package.
What do I do if my order does not arrive?
If you have not received your order within 10 working days of confirmation of your order, please contact us at info@tiendadoncolchon.com.
Can I pick up my order at one of your stores?
Yes, you can pick up your order free of charge at one of our stores (You can see them by clicking here).
You have 3 working days to pick up your package once we have verified the payment. After this period, we will proceed to cancel the order and the money will be refunded.
Transportation costs (both shipping and return) will be refunded only when DON COLCHON is responsible for the cause of the return of the product (sending the wrong product, product in poor condition, etc.).
RETURNS/REPLACEMENTS
How do I return or exchange an item?
To proceed with the return or exchange of an item with a manufacturing defect, we offer you the option to do it through our shipping company Furniture, or through our manufacturer. Therefore, you must inform us via email: info@tiendadoncolchon.com or by phone.
Through our transport company
The steps to follow are as follows:
- Complete ALL DATA on the Return Form that you will find inside the box we have sent you, with the information of the items you want to return, as well as the necessary data for the collection of the package.
- Send it to info@tiendadoncolchon.com indicating in the subject “return order number XX”. It is very important that you include your order number in the subject line of the email as well as in the Return Form, otherwise we will not be able to process your return.
Prepare your package for return using the original packaging we sent you, with the item in the same condition in which it was sent, with its original labels and unused. Don’t forget to include the completed Return Form.
- As soon as we receive it, we will request the package to be picked up by our carrier Furniture.
- We will then confirm the date and place of pick-up, and we will send you a packing slip that you must attach to the box.
You must facilitate pick-up within 3 working days from the date we receive the Return Form.
- Once received in our warehouses, we will check that the item is in the same condition it was sent, that it has not been used, that it keeps its original tags and its original packaging, and we will proceed to refund the money in the same way you made the payment.
Can I make a return in store?
This is not possible at the moment. We ask you to choose either of the two options we offer you: through our carrier Furniture or through any other carrier, if it is more convenient for you.
What is the deadline for making a return?
For health reasons associated with the pandemic Covid19, is not allowed to return the product, for reasons beyond DON COLCHON. Only the withdrawal will be allowed, being of 24h natural from the realization of the order.
Do I have to pay anything for my return?
If you return the product through our carrier Furniture because the product is defective, the shipping will be free of charge.
If you prefer to do it through Correos or another transport agency, you will have to assume the costs of the return. In this case, returns will not be accepted carriage forward.
In both cases the shipment will be under your responsibility until it arrives at our warehouse.
How and when will I receive my refund?
Once the return has been approved (when we check that the returned items are in perfect condition and in the same conditions in which they were sent, that they have not been used, that they retain their original labels and their original packaging) you will receive the amount in the same way in which you made the payment. We will send you a confirmation email indicating the amount that will be credited to your account in a few days. Remember that the credit to your credit card always depends on your bank.
The amount paid will correspond to the RRP you paid for the returned items.
Transport costs (both shipping and return) will be refunded when DON COLCHON is responsible for the cause of the return of the product (sending the wrong product, product in poor condition, etc.) and in case of withdrawal.
I have lost my return form
Don’t worry, write to us at info@tiendadoncolchon.com and we will send it to you. Fill in all the fields; you have the instructions at the bottom of the sheet. And don’t forget to include it in the package when you return your order.
Right of withdrawal
According to the Regulations Governing Distance Selling, customers in the European Union have 24 calendar hours from the date of receipt of the order to exercise their right of withdrawal on their order. You may exercise your right of withdrawal by means of any type of unequivocal statement indicating your decision to withdraw from the contract. You can do so by sending an e-mail to info@tiendadoncolchon.com.
In this case, the amount paid will be refunded (including shipping and return costs) and the order will be picked up following the procedure indicated above.