SHIPPING & RETURNS POLICY
Shipping and Delivery
We deliver the products only in mainland Spain. For the Balearic Islands, the Canary Islands, Ceuta, Melilla, Gibraltar and Andorra a supplement may be applied. If you want to receive our products, find the way. You contact our Customer Service and we will look for the formula.
The buyer is responsible for correctly indicating all the necessary data for the shipment and delivery of your order (full address, digicode, contact person, etc ...).
You will be informed of the status of your order, from your customer account. You can also contact Carla Key Customer Service.
Delivery time may vary depending on the brands. We work with international brands, Carla Key cannot be held responsible for delays caused by transport companies, complications in production, possibility of variations in delivery days during the summer season or the temporary rest of the factories typical of holidays.
Likewise, your order will be delivered within a maximum period of 90 days from the registration of the order, subject to full payment of the amount.
You will receive the delivery notice by email, and our carrier will contact you to schedule the delivery.
If you are absent at the time of delivery, the carrier will contact you to reschedule the delivery.
A delivery voucher is included in the package, with a summary of the products actually delivered.
If the specified delivery address is invalid and a return of the package results, the costs of resending the package to the new address will be at your expense.
Once the order is delivered, you will assume the risks related to the products.
Return for damage during transport:
Given the nature of the product, claims will be accepted for those products that show breakages due to causes of transport, for this you will have to do so on the carrier's own checkbook.
Return due to error in the product:
If there has been an error in your order by Carla Key, you can make a claim within 14 calendar days, keeping the original packaging of the product in perfect condition and contacting us.
To request the return of the product you have to follow the following steps:
- Get in touch with our Customer Service team.
- We will need you to send us photographs of the damaged or wrong product. We need to see the original packaging, the defect of the item and all the external labels of the box. Without photographs we cannot process the incident.
- The exchange of the defective product or the correction of an error in the order by us will not entail any additional cost for you.
- Products must be returned in their original packaging. If you use another box and the products suffer some damage during transport due to not being a suitable packaging, Carla Key reserves the right to refuse to make a refund.
- Once we have received the product in its original packaging, after inspection of the material, the amount of the product, the shipping costs and the return costs will be refunded.
- Refunds can take up to 28 business days to be received from the time the return is processed.
Right of withdrawal
According to the current Consumer Protection Law, in its article 68, you have 14 calendar days to exercise your right of withdrawal.
The term begins to count from the receipt of the product with your signature on the delivery note.
To exercise your right of withdrawal, you will have to contact our Customer Service who will issue a return voucher.
You will have to send us the products you want to return in their original packaging, perfectly protected and in perfect condition (without being used, or deterioration, or damage or stains)
Shipping costs are at your expense.
Once we have received your return, and validated the perfect condition of the products, we will proceed to refund the returned items within a maximum period of 30 days.
The amount of the sale price of the returned products will be credited to the credit card you have used to place the order. Neither the initial shipping costs nor other services added in the purchase process will be refunded.
By exception, the right of withdrawal will not be applied when it comes to products such as sofas, armchairs and other furniture that have been expressly made at the request of the client (choice of upholstery, measure ...) and when they are requested on request.