Frequently Asked Questions (FAQ)

Shipments

How much does my shipment cost?

The shipping cost is based on the destination entered in the form:

• Spain and Portugal: 4,99 euros
• Balearic Islands: 8,99 euros
• Europe: 20 euros

From what amount do I not pay shipping costs? 

• Spain and Portugal from 40 euros of purchase.
• Balearic Islands from 180 euros of purchase. 
• Rest of Europe from 360 euros of purchase.

* The destinations that generate other expenses (customs, tariffs, taxes, etc.) will be the client who take charge of them.

Do you ship outside the peninsula?

We ship to a large part of the European territory (except islands, Ceuta and Melilla).

Countries to which we ship: 

Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Poland, Portugal, Romania, San Marino, Slovakia, Slovenia, Spain, Sweden, U.K. and Vatican City.

How do I know that I have made my order correctly?

When placing your order, we send you an e-mail informing you of your order number and what we are processing. 

How I can keep track of my order?

To track your order, you can do so through the "My orders" section by clicking on "My account" in the store.  

If you have not registered when placing your order, you only have to click on the "Unregistered Customers" section to track your order.  

In addition, you will receive four emails from when you place your order until you receive them at your address: 

1. E-mail with the order number and confirmation "In process".
2. E-mail confirmation of delivery (departure from our distribution center).
3. E-mail from SEUR confirming the delivery date of your order.
4. E-mail from SEUR on the day of delivery of your order.

Payment

We have the following means of payment:

• Credit and debit cards: Visa, Mastercard, Maestro and American Express.
• Apple Pay.
• Google Pay.
• Bank transfer: you will find the data at the end of your purchase. Bank account in Portugal.

The web order number must be included in the transfer concept and must be effective within a maximum of 72 hours. Once this time has elapsed, the product will be removed from the basket and the order will be canceled.

You will have to make a new purchase. We thank you for sending us proof of payment so that we can prepare your order as quickly as possible. As soon as we receive the deposit, we will send you your order.

Is the payment really safe?

The payment is completely safe since we have encrypted SSL certificate. It's the same as making a payment in a physical store with a card.

We use the Secure Electronic Commerce system -C.E.S.- (3D Secure Protocol), which provides security and protection to any transaction. Developed by VISA and MasterCard, this system authenticates each of the parties involved in the operation.

If during the purchase process, your credit card is rejected check its expiration date, the data entered, verify the limit of the card or confirm with your bank that it is authorized for online payments with 3D Secure activated.

Do the prices include VAT?

All our prices have VAT included. You pay the final price. We do not like unexpected surprises at the last minute. And we want you to be clear about the price of our products from the first moment.

Can I place my order by phone?

We do not attend telephone orders.

Orders have to be made through our webShop, by e-mail, through our Facebook store or on our Instagram.

You can contact me through the form, email info@esetheshop.com or our Facebook and Instagram profiles and I will be happy to answer all your questions.

Even if you need it, I process your purchase outside the webShop with the option of payment by bank transfer.

Do you have a offline store?

We do not have a offline store.

Delivery

How long will it take to get my order?

The orders are prepared at the moment in which the payment has been confirmed and in the following schedule::

• From Monday to Friday from 8 h to 12 h

Orders placed outside these hours will be prepared on the next business day.

The deadlines are:

• Spain and Portugal: between 24 and 48 working hours.
• Balearic Islands: between 24 and 48 working hours.
• Europe: between 2 and 4 business days.

Do you always work with the same transport company?

Yes, we always work with SEUR that will inform you of the status of your order by e-mail.

What is the maximum time that our transport company takes charge of a shipment until its delivery?

If our transport company has placed your order and you are not located, they will be responsible for that package for a maximum of 7 days.

If after this period they have not been able to deliver, the order will return to origin and you will have to pay for the original shipping costs and the cost of returning to our package office. These will be deducted from the refund that corresponds to you.

If a shipment has been delivered, but it is not in your hands, the responsibility is yours.

So please check if a neighbor signed for you or is saving the package.

If you refuse to accept a delivery, you are responsible for the original shipping costs and the cost of returning the package to our office.

This amount will be deducted from the refund of your merchandise.

Returns            

How do I request a return?

We will send SEUR to pick up your return at the address you indicate. And for this you must:

1. Request it through an email to web@esetheshop.com within a period not exceeding 15 days from the receipt of the product, letting us know the reason for the return.
2. eSetheShop will give you the OK to this request and you will receive information for SEUR to collect it.
3. Without forgetting to properly package the product you want to return, including the purchase ticket. If it is not properly packaged, the delivery person will refuse to collect your return.

To make a change: you will have to make a return of the item to change and a new order with the item you want. + info.

What are the repayment terms?

The same as the shipping conditions. If your purchase has been more than 60 euros in Spain or Portugal or more than 180 euros in the Balearic Islands, the return costs are free, since they are paid by eSetheShop.

If the purchase has been less than 60 euros in Spain or Portugal, the return is the responsibility of the customer (4,99 €).

Same if it has been less than € 180 in the Balearic Islands (8,99 €).

The returns made from the rest of Europe is the customer who will bear the costs (20 €).

The return costs will be deducted from the total amount of your return at the time of refund.

Can I return the items at a collection point? 

No. The returns must be by the same means of delivery of the order.

Credit and refund

When will I receive my refund?

You will receive the amount through the same form of payment used in your purchase. We will send you an e-mail indicating that you have been paid the amount. Remember that credit card payment depends on your bank, and it usually takes a few days to arrive.

Articles

Do the garments have some kind of special care beyond the one detailed in the product sheet?

In the tab of each product we detail the specific care of each garment or accessory. So to follow the instructions is enough to take care of your clothes in an optimal way.

What happens if the item /size I want is sold out?

In the products that appear the message "Out of stock" means that said product will not be available again. We do not replace, we always bring you new products.

Products marked as "Coming Soon" are those that will be available soon. You have enabled the "Notify me when available" box so if you enter your e-mail, you will receive notification when the product is on sale.