Shipping Policy

1. Delivery areas

We ship to mainland Spain, the Balearic Islands, the Canary Islands, Ceuta and Melilla, mainland Portugal, the rest of the European Union, the United Kingdom and the rest of the world.

All orders are prepared and dispatched from our premises in Ames (A Coruña), Spain.

2. Shipping costs

Shipping costs are calculated automatically in your basket before you complete your purchase, based on the delivery address and the order value.

The amounts shown include applicable taxes. The exact shipping cost is always displayed before you confirm your order and make payment.

For deliveries to the Canary Islands, Ceuta and Melilla, and to destinations outside the European Union, customs duties, local taxes or customs clearance fees may apply. These charges are not included in the order total or in the shipping cost and are payable by the recipient.

3. Preparation and delivery times

Orders are prepared within 2 to 3 working days of payment confirmation.

Estimated delivery times, once the order has been dispatched, are:

• Mainland Spain: 2 to 4 working days
• Balearic Islands: 3 to 5 working days
• Canary Islands, Ceuta and Melilla: 5 to 10 working days
• Mainland Portugal: 3 to 5 working days
• Rest of the European Union: 4 to 8 working days
• United Kingdom: 5 to 10 working days
• Rest of the world: 7 to 15 working days

These timeframes are indicative and not contractual. They may be affected by periods of high demand, local public holidays, carrier incidents or customs procedures.

As our pieces are handcrafted, some items are made to order. Where this is the case, the preparation time is stated on the product page.

Unless another period has been agreed, delivery will take place within a maximum of 30 calendar days from the conclusion of the contract, in accordance with applicable consumer legislation.

4. Order tracking

Once your order has been dispatched, we will send you a confirmation email including, where the carrier provides it, a tracking number.

5. Delivery

Delivery is made to the address provided during checkout. It is the buyer's responsibility to supply a complete and accurate address, together with a valid telephone number and email address.

If delivery cannot be completed because the recipient is absent or because the address details are incorrect or incomplete, the carrier will make the delivery attempts included in its service. If the parcel is returned to us for these reasons, any redelivery costs will be payable by the buyer.

6. Transport incidents

We recommend that you check the condition of the parcel on delivery. If the packaging shows visible damage, please note this on the carrier's delivery note and contact us at info@emra2emra.com within 7 calendar days of receipt, attaching photographs of both the packaging and the contents.

In the event of loss or significant delay attributable to the carrier, we will handle the corresponding claim and keep you informed.

7. Contact

For any shipping enquiries:

EMRA2EMRA · info@emra2emra.com · +34 699 292 786 Opening hours: Monday to Friday, 10:00 to 14:00 and 16:00 to 19:00 (Spanish mainland time).

Returns and Warranty Policy

1. Right of withdrawal

If you are acting as a consumer, you have 14 calendar days to withdraw from the contract without giving any reason and without penalty.

The period begins on the day on which you, or a third party designated by you other than the carrier, take physical possession of the goods. Where an order consists of several items delivered separately, the period begins on receipt of the last item.

How to exercise your right of withdrawal

To exercise this right, you must inform us of your decision before the period expires, by means of an unequivocal statement addressed to:

EMRA2EMRA Lugar Punxeiras Altas, 14, Ortoño 15228 Ames (A Coruña), Spain info@emra2emra.com · +34 699 292 786

You may use the model withdrawal form available at https://tienda.emra2emra.com/en/withdrawal-form, although its use is not mandatory.

Returning the goods

You must send the goods back without undue delay and in any event no later than 14 calendar days from the day on which you notify us of your withdrawal.

You will bear the direct cost of returning the goods, unless the return is due to a faulty, incorrect or non-conforming item, in which case we will cover it.

Items must be returned in their original condition, complete, with all accessories and, wherever possible, in their original packaging. You are liable for any diminished value of the goods resulting from handling other than what is necessary to establish their nature, characteristics and functioning.

Refunds

We will reimburse all payments received from you, including the cost of standard delivery, without undue delay and in any event no later than 14 calendar days from the day on which we are informed of your decision to withdraw.

If you expressly chose a delivery method other than the least expensive standard delivery we offer, we are not obliged to reimburse the additional costs arising from that choice.

We will make the reimbursement using the same means of payment you used for the initial transaction, unless you have expressly agreed otherwise. You will not incur any fees as a result of the reimbursement.

We may withhold reimbursement until we have received the goods back, or until you have supplied evidence of having sent them back, whichever is the earlier.

Exceptions to the right of withdrawal

Under applicable consumer legislation, the right of withdrawal does not apply to, among others:

• Goods made to the consumer's specifications or clearly personalised.
• Goods liable to deteriorate or expire rapidly.
• Sealed goods which are not suitable for return for health protection or hygiene reasons and which have been unsealed after delivery.
• Goods which, after delivery and by their nature, have been inseparably mixed with other items.

Product pages state expressly where an item is excluded from the right of withdrawal because it is personalised or made to measure.

2. Legal guarantee of conformity

All our products are covered by the legal guarantee of conformity provided for under Spanish consumer protection legislation.

• Period: 3 years from delivery of the goods.
• During the first 2 years, any lack of conformity that becomes apparent is presumed to have existed at the time of delivery, unless proven otherwise. From the third year onwards, it is for the consumer to demonstrate that the lack of conformity already existed at the time of delivery.
• In the event of a lack of conformity, you are entitled to have the goods brought into conformity through repair or replacement or, where applicable, to a price reduction or to termination of the contract, on the terms provided by law.
• Bringing the goods into conformity will be free of charge, carried out within a reasonable time and without significant inconvenience to you.

To make a claim under the guarantee, please contact us at info@emra2emra.com quoting your order number, a description of the problem and, if possible, photographs.

Please keep your proof of purchase or invoice: it is the document establishing the delivery date.

If you are resident outside Spain, you may also benefit from mandatory consumer protection rules in your country of residence. Nothing in this policy limits those rights.

Guarantee exclusions

The guarantee does not cover defects or damage arising from:

• Improper or negligent use, or use other than that intended for the product.
• Normal wear and tear.
• Washing, drying or care not carried out in accordance with the care instructions provided.
• Modifications, repairs or work carried out by unauthorised third parties.
• Accidents, moisture, prolonged exposure to sunlight or other causes unrelated to manufacture.

3. The handcrafted nature of our products

Our products are handmade using traditional techniques. As a result, they may show slight variations in colour, texture, finish and dimensions between individual pieces, as well as differences from the photographs on the website caused by the quality, calibration and settings of each screen.

These variations are inherent to the handcrafting process, form part of the unique character of each piece and are not considered defects or a lack of conformity.

This does not affect your 14-day right of withdrawal, which you may exercise if the product does not meet your expectations.

4. Faulty, incorrect or damaged items

If you receive an item that is faulty, different from the one ordered, or damaged in transit, please contact us at info@emra2emra.com attaching photographs of the product and the packaging.

In these cases we will arrange a replacement, a repair or a refund as appropriate, and all collection and redelivery costs will be covered entirely by us.

5. Complaints and dispute resolution

You may send any complaint to info@emra2emra.com or to EMRA2EMRA, Lugar Punxeiras Altas, 14, Ortoño, 15228 Ames (A Coruña), Spain. We undertake to respond within a maximum of 15 days.

Official consumer complaint forms are available on request at info@emra2emra.com. You may also address your complaint to the Instituto Galego do Consumo e da Competencia of the Xunta de Galicia, or to the consumer information office of your local authority.

6. Seller details

EMRA2EMRA Tax Lugar Punxeiras Altas, 14, Ortoño · 15228 Ames (A Coruña), Spain info@emra2emra.com · +34 699 292 786

EMRA2EMRA is the controller of this website and undertakes to comply with all national and European requirements governing the use of users' personal data.