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ANSWERS TO QUESTIONS & FREQUENTLY ASKED QUESTIONS
Preguntas más frecuentes
SHIPPING
SHOPPING
PAYMENTS
RETURN & REFUNDS
CLAIM
There are several reasons why you would not have received your order on time, you receive it late or you simply never receive it.
ORDERS RECEIVED OUT OF DEADLINE
There is a possibility of receiving your order after the deadline if we do not have the product in stock. That is, it is not available at the time of purchase. In any case, we will notify you of this situation. Other reasons why you receive your order after the deadline:
1. Error or problems with the transport. In this case, we can't do anything but reschedule the shipment.
2. Error in address. The error is corrected and we resend the package.
3. Cash on delivery orders that do not reach €30.00 and that have not chosen a paid shipping method, are simply not sent.
FOR ORDERS PLACED BEFORE MAY 15, 2020
If you have placed your order before May 15 and you still have not received your order, this part answers your question.
• All orders placed before May 15, 2020, have been shipped by the same suppliers.
• Some are in Spain and others in the Netherlands and Hong Kong, China.
• Although the Covid-19 has been part of the problem, we have made it so that all our shipments could be delivered paying extra for premium shipping.
• By this, the received packets have been delivered.
• However, many deliveries are affected. Some people have had to wait up to a month or month and a half to receive their order.
• To all these people, we apologize.
What can you do if you find yourself in this situation?
• After consulting with several clients, we have taken into account their decisions, which leads us to propose 4 options and/or alternatives as part of the resolution of the problem.
First option
• As part of the compensation for the inconvenience, we will return 1/3 of the investment if you wait for the delivery of the item.
• People who accept this option are refunded 1/3 of their investment instantly.
• If, for some reason, we see that you are not going to receive the package, we will inform you so that you can choose one of the following options.
Second option
• Agree to forward the article to you from Castellon de la Plana / Castellon.
• There are certain cases where the specific item, color or model is not available.
• The client will decide and choose another model and/or color to remedy the situation.
• In this case, if we have the item in Castellon de la Plana / Castellon, we will send it to you right away with delivery in 48-72 hours.
• Also, since the item has been shipped previously, you must receive the first shipment to be able to pick it up, unless you have been told otherwise.
Third option
• If you can't wait any longer and you've already got other products, especially masks, you can ask for a return on your investment. It is not necessary to make any claim anywhere, simply ask us for a refund.
• For purchases of value 0-19.99 EUR your money is refunded immediately, if you can't wait.
• For purchases over 19.99+ keep reading.
• In the case of a return, it is IMPORTANT to know that since the item has been shipped and we know that it will surely arrive, we must wait for the item to ARRIVE, RECEIVE IT (applicable only to orders placed before 15 May and very important that you receive the item) to PICK IT UP and MAKE THE RETURN.
• Remember that, for whatever reason, PARAIRDEVACACIONES has a 100% guaranteed return policy and insurance.
• We decided to make the return in this way after 4 clients, the money has been returned, they have received the articles, and they have decided to keep the articles and they disappeared.
Fourth Option
This option is valid for orders that, for some reason, have never been shipped. Clients can decide between:
• Cancel the order and get a refund
• Wait for us to send it to you urgently with delivery in 48-72 hours.
FOR ORDERS PLACED AFTER MAY 15
If you have placed your order after May 16 and you still have not received it, it is for one of the following reasons:
• 1st. The selected delivery method is not compatible with the product you have ordered: in this case, we will notify you of the situation and, sometimes, the order is cancelled.
• To verify this, check the file of the product you have ordered to see which delivery method is compatible with it.
• 2nd. The item is out of stock and is awaiting stock: in this case we will notify you of the case.
• If you have not received our mail or call about it, check the following point.
• 3rd. The driver has not found the delivery address, which causes an incident because you are not available at home, in this case they will leave you a note to pick up the package at the post office or MRW.
• Sometimes it's the drivers' fault that they don't make an effort to find the address.
Sometimes, when you put the tracking number in the mail web, an error appears or the system simply does not recognize it. We explain why this happens:
• This is because the package comes from abroad, from a country other than Spain and, by a foreign courier company.
• If the shipment is recent, it may take between 1 to 3 business days to see the tracking update, especially when they come from abroad.
• In these cases, sometimes the shipment is not pre-registered from the origin and this creates a tracking error.
• In our case, the most common company is usually POSTNL.POST from NETHERLANDS.
• These shipments are made by parcel transfer which, once cleared through customs, are sent to CORREO DE ESPAÑA for delivery to recipients in Spain.
• The tracking number only appears when the package is in the possession of the post office.
The error messages that usually appear are:
• We do not have information on that shipment number: it means that the shipment has not been pre-registered correctly. But we can see the movements of the package.
• Pre-registered: means that the label has been created from the origin, but the package is not yet in the hands of the post office.
• On the way: means that the parcel is already in the mail and is on its way to the destination office.
• On delivery: means that the package has arrived at the delivery office and has been delivered to the delivery person for delivery to the recipient.
If you have made a purchase and spend several days without receiving news about the shipment, it may be due to these reasons:
• 1st. You are still within the selected delivery period
• 2nd. Item is out of stock. In this case we will inform you and tell you when it will be available.
• 3. The order has been cancelled. You would also get a notification about it
Occasionally, you may receive your purchases in two different deliveries. This can happen in the following cases:
• 1st. The purchased products come from different origins since we have different shipping centers.
• 2º The purchased products cannot be sent in the same delivery method. In this case, a look at the items tab can be of great help.
• 3rd One product had been sent by mistake and then the other was sent.
• 4º In agreement with the client, part of the products can be sent in one shipment and then the other part. In this case, the client is informed of the fact.
Ayudas
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