SHIPPING AND RETURNS


SHIPPING

As a general rule, packages are sent within 48 hours of receipt of payment. The transport company we work with will send a tracking number and delivery will be unsigned. Please contact us if you prefer registered delivery, an additional charge will apply. Whichever shipping method you choose, you will receive a link to track your order online.

Shipping fees include handling and packing fees as well as postage costs. Handling fees are fixed, whereas transport fees vary according to total weight of the package. We advise you to group your items in one order. We cannot combine two distinct orders placed separately, and shipping fees will apply to each of them. We cannot be responsible for any damage to your package after it has been dispatched, but we do our best to protect fragile items.

The boxes are large and your items will be well protected.


SHIPMENTS TO SPAIN

Shipping costs within mainland Spain amount to 3,95€. Shipping is free on purchases over 50€.

 The transport company responsible for shipments to Spain is GLS.

* We do not ship to the Canary Islands, Balearic Islands, Ceuta and Melilla.

 


SHIPMENTS TO FRANCE

Shipping costs to France are free for purchases over €90.

- For purchases of less than €50, shipping costs are €12.

- For purchases between €50 and €90, shipping costs are €5.95.

DHL is the shipping company responsible for deliveries to France.


SHIPMENTS REST EUROPE

* For shipments to the rest of Europe or the world, please consult conditions by sending an email to tiendaonline@altonadock.com.

 


RETURN POLICY IN ALTONADOCK

Returns are accepted up to 14 days after receiving the package. For any order request you should send us an email to tiendaonline@altonadock.com, or call us on 680 59 03 45. You can also send us a Whatsapp through this phone number. In addition, we can answer any of your questions through the web chat during the hours enabled for customer service. 

If the reason for the return is a change of size or article, Altonadock will pay the shipping costs. After receiving your request by email or telephone, we will contact you to explain the procedure to follow.

On the other hand, if you request the return of your order within 14 working days, you must follow these steps:

  1. Log in to your user account in our online shop.
  2. Go to the order you wish to return.
  3. Select the items you wish to return and indicate the reason.


RETURN FROM SPAIN

After receiving your request through the website, we will contact you to explain the procedure to follow. You have two options to proceed with your return:

  1. Send the package to our warehouse by your own means and assume the return costs.
  2. Request us to process the return. In this case, we will send you the return label of our transport company, to deposit it in one of their offices. This service has a return cost of €3.95 which will be deducted at the time of the refund.


RETURN FROM FRANCE

After receiving your request through the website, we will contact you to explain the procedure to follow. You have two options to proceed with your return:

  1. Send the package to our warehouse by your own means and assume the return costs.
  2. Request us to process the return. In this case, we will send you the DHL return label to deposit it in one of their "service point" offices. This service has a return cost of 12€ which will be deducted at the time of the refund. If you prefer to have a DHL delivery person come to your home to pick up your package, the return cost will be 15,50€.

Our warehouse address :

ALTONADOCK

CALLE FLORIDA 28

28670 - VILLAVICIOSA DE ODON, MADRID

(SPAIN)

When the product arrives at our offices we will refund you the value of the returned item(s), excluding the return costs (if applied). The refund will be made by the same payment method chosen in the purchase process, within the established legal period of 14 natural days.

Returns will not be accepted on :

- Masks, for hygienic reasons.

- Physical shop and at any El Corte Inglés point of sale, for orders placed online.

*If you have returned a non-returnable item we will contact you and send it to you shipping costs prepaid.

Click here to download the online returns document