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ORDER

How can I place an order on the site?

For any order placed on our site Altonadock, it is necessary to create an account. You can create an account before or at the start of the ordering process. To start an order, just place the items in your basket by clicking on the "Add to cart" button. Once in your shopping cart, you can place an order by following the different steps of the ordering process (address, delivery, payment...). When reviewing your order, validate and accept the General Terms and Conditions of Sale of our site;

Once the order has been placed you will receive an email with the confirmation of the order, if after a few minutes you do not receive it, check your spam or junk mail folder and check that the email address is correct. If you still do not receive it, please contact our customer service team from this link.

ORDER

How do I track my orders?

In your account area, click on "History and details of my orders". You can then access the list of your orders. Go to the line of the order you are looking to track and click on "Details" in the "Details of my order" column. Below you will find the details of your order and the tracking number to check with the shipping company.

In addition, the tracking link from our shipping company will be sent by email as soon as the order is shipped and you will also receive an SMS informing you of the tracking procedure.

ORDER

How do I use my discount codes?

1° Go to your customer account, click on "Discount coupons".

2° Copy your code to paste it into your shopping cart during your next order at Altonadock.

The codes must be entered in the shopping cart in the "promotional code" box provided for this purpose.

3° The amount of your promotional code will be reduced by the total amount of the products purchased.

Please note:

Your discount codes can only be used by you, they are linked to your customer account. Your credit is only valid once. In case of return of the product by you, it won't be "reactivated"

ORDER

I would like to cancel my order.

You can send your request by contacting customer service from this link.

However, we cannot guarantee that your cancellation request will be taken into account in time.

In this case, we will process a refund free of charge. (The refund may take up to 10 days to appear in your bank account).

SHIPPING

What are the delivery times?

Delivery times in mainland Spain are 48/72h (working days) from the shipment of the package. The preparation time of the package before shipment is 1 to 2 days.

Delivery times in France are 3 to 4 (working days) from the shipment of the package.The preparation time of the package before shipment is 1 to 2 days.

These times may be subject to unexpected conditions (bad weather, technical problems, etc.) which do not depend on the Altonadock brand.

Altonadock cannot be held responsible for delays, but in such a case, please do not hesitate to contact us and we will see how we can help you.

ORDER

Can I add items to an existing order?

Once you have completed your order, we are not able to add new products to your order. You will need to make a new purchase if you wish to add them.

SHIPPING

To which countries can I send my order?

Altonadock delivers to all European countries.

- Spain: Deliveries in Spain are made with the transport company GLS.

- France: Deliveries in France are made with the transport company DHL.

- For deliveries in the rest of Europe please contact our team at this link and we will inform you about the conditions.

SHIPPING

Which are the shipping costs?

Altonadock delivers to the following European countries:

- Spain: Shipping costs are 3,95€ within mainland Spain. Shipping is free on purchases over 50€.

The transport company in charge of shipments to Spain is GLS.

- We don’t ship to the Canary Islands, Balearic Islands, Ceuta and Melilla.

- France: For shipments to France we have 3 ranges of shipping costs: For purchases under 50€, the shipping costs are 12€. For purchases between 50€ and 90€, shipping costs are 5,95€ and shipping is FREE for purchases over 90€.

DHL is the shipping company responsible for shipments to France.

- For shipments to the rest of Europe, shipping costs may vary. Contact our team at this link and we will inform you about the conditions.

SHIPPING

What can I do if I am not home on the day of delivery?

If you have selected home delivery, you will have two delivery attempts. If you are absent on the first day, the transport company will call you to arrange the second delivery. Make sure you are present on that day, otherwise you will have to go to the nearest office to pick up the package.

In case of excessive delays, you can contact our customer service department by clicking on this link. Our team will provide you the number of the carrier corresponding to your order.

You can then track the delivery of your parcel on the website

GLS

DHL

SHIPPING

Can my delivery address be different from my billing address?

Yes, when you place an order in the step "Addresses" you have the possibility to add a different delivery address than the billing address by unchecking the box "Use the same address for billing". You can also change your addresses in "My account" by clicking on "My addresses" and adding a different billing address.

SHIPPING

Can I change the delivery address of my order?

If the order hasn't left our warehouse yet, no problem, you can contact our customer service department at this link and indicate the new address so that we can change it.

If the order has already left our warehouse, we will not be able to make the change.

SHIPPING

What are the delivery methods?

At Altonadock we deliver all orders to your home, always offering the best service.

Remember that the person picking up the package must show their identity document to complete the delivery.

SHIPPING

What should I do if the carrier loses my order or if it is not delivered?

-If the carrier has lost the order. In this case you should contact our team via this link to solve the problem.

- The non-delivery of your order even though the tracking number indicates that the order has been delivered. In this case you should contact our team at this link to solve the incident with the corresponding carrier.

As the delivery of your package is made without a signature, it is important to contact the carrier corresponding to your order, in order to submit a complaint to their service. Indeed, Altonadock's customer service won’t be able to take action to file a complaint on your behalf, but you can inform us of the incident to help you and solve it as soon as possible.

Once the transport company has completed its investigation of your complaint, they will sent an email to inform you:

- that your order will be compensated because it has been recognised that there was a problem during delivery.

- that the investigation shows that your order was successfully delivered to the address indicated.

>> In both cases, you must resend this e-mail to our customer service department, so that we can intervene in the refund or non-refund of your order.

If the delivery hasn’t been made due to an error in the address provided by the customer. In this case Altonadock is not responsible for the cost of the order or shipping, so if you want the order and it has been lost you must place a new order with the correct address.

EXCHANGES AND RETURNS

I would like to return my order, what do I have to do?

All returns will be accepted within 14 working days of receipt of the order. If you request a full refund of the order, you must follow these steps:

• Log in to your user account in our online shop.

• Go to the order you wish to return.

• Select the items you wish to return and indicate the reason.

* We are extending the return period to 60 days during Black Friday and Christmas. All orders placed from 21/11/2022 to 03/01/2023 can be returned until 21/01/2023.

RETURNS IN 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:

• Send the package to our warehouse by your own means and assume the return costs.

• Request that we process the return. In this case, we will send you the return label from Correos Correos to deposit it in one of their offices. This service has a return cost of 3,95€ which will be reduced at the time of the refund.

RETURNS IN 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:

• Send the package to our warehouse and pay the return shipping costs.

• Request that we 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€.

Click here to know more.

EXCHANGES AND RETURNS

How long does it take to get my money back?

When you return an order, the waiting period for the refund to be processed is one week. Once the refund has been processed, depending on the bank, it may take a few days for the transaction to reach your account, so it will take a maximum of 15 days for the refund to appear in your bank account.

EXCHANGES AND RETURNS

Are shipping costs refunded if I make a return?

Shipping costs are not refunded. They will only be refunded if:

- The delivery of the product does not correspond to the initial order.

- You receive a defective product

EXCHANGES AND RETURNS

How much does it cost to return a package?

Return costs may vary depending on the country or area of residence and where the package is picked up:

• In Spain, the cost of return is 3.95€.
• In France, this service has a return cost of €12 if the order is delivered to the post office. If you prefer to pick up at your home address by a DHL carrier, the return cost will be €15.50.

In the rest of Europe the cost of return may vary. You can check the conditions from the contact form by clicking on this link.

PAYMENT

What are the payment methods?

You can pay for your order by :

- Credit card (VISA, Master Card, American Express and Maestro)

- Paypal (by credit card or Paypal account)

- Klarna (payment in 3 interest-free instalments). If you want to know more about Klarna, go to their FAQ section, here.

PAYMENT

Is my payment secure?

Thanks to our partners Redsys, Paypal and Klarna all purchases are secure.

PAYMENT

Can I request an invoice?

After placing your order you can request an invoice by contacting our team at this link

EXCHANGES AND RETURNS

I want to make a change

If the reason for the return is an exchange of size (exchanges for another item are not allowed), Altonadock will pay the shipping costs. After receiving your request via email or telephone, we will contact you to explain the procedure to follow.

You can inform us of your size change through the following channels: send us an email to tiendaonline@altonadock.com, call us on +34 680 59 03 45. You can also send us a Whatsapp through this phone number. In addition, we can solve any of your doubts through the web chat during the opening hours for customer service or through the contact form on the web.