FAQ – Frequently Asked Questions

Where is my order?

You can check the status of your order from your customer area under "My Orders". You will receive an order confirmation email and another when it leaves our facilities, including the tracking number from the courier company.

I haven’t received my order

If you have not received your order within the indicated delivery time, you can track it from your customer area under "My Orders" and check for any notifications from the courier company in your email. For any inquiries, please contact our Customer Service.

How can I cancel or modify an order?

If you need to cancel or modify an order that has not yet left our warehouse, please contact our Customer Service.

How much does shipping cost?

Home delivery to mainland Spain and Portugal is FREE with no minimum order.

For other destinations, check here.

Are there different shipping options?

For mainland Spain and Portugal:

• Standard Shipping: FREE for all purchases with no minimum amount. Delivery within 24-48 working hours.
• Premium Shipping: Includes collection and shipping for exchanges and returns. FREE for orders over €69. €3.90 for orders under €69. Delivery within 24-48 working hours.
• Saturday Delivery: Orders placed on working Fridays before 14:00. Shipping cost: €8.90.
• For other destinations, check here.

How long does delivery take?

The delivery time in mainland Spain and Portugal is 24/48 working hours from when the order leaves our warehouse. This timeframe may be extended during Black Friday, Sales, or Christmas periods.

What is the return period?

You have 30 calendar days to request an exchange or return from the date you receive your order.

How can I request an exchange or return?

You can manage any exchange or return from the "My Orders" section in your customer area by selecting the "Return or Exchange" option. The process is easy and intuitive, but if you have any questions, do not hesitate to contact us.

What if it’s a gift?

You can manage it from the customer area of the person who made the purchase or by contacting our Customer Service department with the order number.

How much does an exchange or return cost?

• Orders with Premium Shipping: Includes the first exchange and return free of charge for mainland Spain, Portugal, and the Balearic Islands.
• Orders with Standard Shipping: The cost of collection and, if applicable, the shipment of the new item for exchange is €3.90 for mainland Spain and Portugal and €8.95 for the Balearic Islands.
• For other destinations, check here.

How long will it take to receive my refund?

Once we receive the item at our warehouse, we will process the refund. You will receive your refund via the same payment method used for your purchase within 24-72 hours after we notify you.

How will I receive my refund if I paid by cash on delivery?

During the return process, please include the account number where you wish to receive the refund in the "Comments" section.

Can my order be prepared as a gift?

You can select the option for a receipt without prices during checkout. You can also request a gift envelope, a note for the recipient, or gift wrapping – all at no additional cost.

Is it safe to shop on your website?

Our website uses advanced security protocols. You can shop using PayPal, cash on delivery, or a credit/debit card with maximum security guarantees.

How can I contact Customer Service?

• Email: atencionalcliente@lagarrocha.es
• Phone: +34 957 700 181
• WhatsApp: +34 623 28 99 38