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ORDER

SHIPPING

EXCHANGES AND RETURNS

PAYMENT

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How do I place an order on the site?

How do I track my orders?

How do I use my discount codes?

Me gustaría cancelar mi pedido

What are the delivery times?

Can I add items to an existing order?

To which countries can I send my order?

Which are the shipping costs?

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

Can my delivery address be different from my billing address?

Can I change the delivery address of my order?

What are the delivery methods?

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

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

How long does it take to get my money back?

Are shipping costs refunded if I make a return?

How much does it cost to return a package?

What are the payment methods?

Is my payment secure?

Can I request an invoice?

I want to make a change

How to make exchanges or returns in a physical store?

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.

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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.

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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"

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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).

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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.

These times may be subject to unexpected conditions (bad weather, technical problems, etc.) which do not depend on the Altonadock brand. In addition, during sales or special promotions, this period may be extended up to 7 working days.

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.

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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.

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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 Correos Express.

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

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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 Correos Express.

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

- 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.

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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

Correos Express

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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.

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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.

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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.

On the other hand, delivery to the Altonadock store for later collection is free of charge (to the official stores in Madrid, A Coruña and Valencia).

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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.

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EXCHANGES AND RETURNS

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

 

All returns will be accepted within the next 14 natural days after receiving the order. If you request a full refund for the order, you must follow these steps:

 

For refundable returns, we offer three options. First, you should register your return through the 'My Orders' section within your customer account. Then, through the form, chat, or phone (+34 518 90 05 26), you can inform us of the option you have chosen.

 

RETURNS IN SPAIN / PENINSULA

 

  • Drop off the return with the label we will provide in the package at any Correos office (this return has a cost of €3.95).

  • Return for free at Altonadock stores. *Currently, this service is only available at Altonadock's official stores in Madrid, A Coruña and Valencia.

  • Send us the order using the courier company of your choice, assuming the costs of said courier. Address: C/ FLORIDA, 28. POL. IND. QUITAPESARES - 28670 VILLAVICIOSA DE ODÓN (Madrid).

     

Click here to know more.

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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.

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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

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EXCHANGES AND RETURNS

Your packages will arrive within 24/48 hours (working days). Shipping cost: €3.95 (FREE for orders over €50). Duringsale periods or specific promotions, this timeframe may be extended to up to 7 working days.

Returns are accepted within 14 business days from the receipt of the order

The cost of the return will depend on the exchange option you choose, among the three available:

  • It's completely free if you decide to return the item directly to Altonadock stores. *Currently, this service is only available in the official Altonadock stores in Madrid, A Coruña and Valencia.

  • If you choose to deposit the return using the label we provide in the package, you can do so at any Correos Office, with a cost of €3.95.

  • Finally, if you decide to send us the order through the courier company of your choice, you will be responsible for the specific costs of that courier. La dirección de envío es: C/ FLORIDA, 28. POL. IND. QUITAPESARES - 28670 VILLAVICIOSA DE ODÓN (Madrid).

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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.

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PAYMENT

Is my payment secure?

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

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PAYMENT

Can I request an invoice?

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

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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 by email or telephone, we will contact you to explain the procedure to follow. For any order management you must write to us through our contact form, or call us by phone at +34 518 90 05 26 indicating that it is an order from Altonadock.

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EXCHANGES AND RETURNS

How to Make Exchanges or Returns in a Physical Store?

To initiate an exchange, start by registering your return through the "My Orders" section within your customer account. Next, you can provide the necessary information via the form, chat, or phone (+34 518 90 05 26). Finally, you can proceed with the exchange at Altonadock's official stores in Madrid and A Coruña. If the desired size is available at your nearest store, visit and complete the exchange instantly by returning the original item. It is advisable to call the store beforehand to check availability and even reserve the item for a few hours. In case the new item has a price difference, a new purchase with the desired item should be made, and the original item returned.

To process a return, start by registering it through the "My Orders" section within your customer account. Then, you can provide the necessary information via the form, chat, or phone (+34 518 90 05 26). Finally, you can proceed with the return free of charge at Altonadock's official stores in Madrid and A Coruña.

Contact Information:

  • Altonadock Madrid Store. Address: C/Fuencarral, 42 (28004). Phone: 691894385

  • Altonadock A Coruña Store. Address: C/Rúa Rosalía de Castro, 17 (15004). Phone: 607583865

  • Altonadock Valencia Store. Address: C/Conde de Salvatierra, 17 (46004). Phone: 680590345

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