Shipping and returns

Where we deliver

Delivery across Spain: mainland, Balearic Islands, Canary Islands, Ceuta and Melilla.

Outside Spain? Write to us and we will tell you whether we can send you your order.

How much delivery costs

• Mainland Spain: €4.95 per order. Free delivery from €49.
• Balearic Islands: €6.95 per order. Free delivery from €69.
• Canary Islands, Ceuta and Melilla: €12.95 per order, without VAT. Free delivery from €99.

Free delivery is based on the product amount: with VAT on the mainland and in the Balearic Islands, and without VAT in the Canary Islands, Ceuta and Melilla. As soon as you enter your postcode at checkout, the summary shows the delivery charge for your area, always before you pay. The bag also tells you how much you need to add to get free delivery.

Canary Islands, Ceuta and Melilla: no VAT

In the Canary Islands, Ceuta and Melilla you pay without VAT; any IGIC or IPSI and customs clearance charges are paid by the recipient on receipt of the order.

VAT does not apply there, so we charge you for the products and delivery without it: you will see the prices without VAT in the order summary as soon as you enter your postcode. IGIC (Canary Islands) or IPSI (Ceuta and Melilla) and customs clearance are paid by the recipient: we do not charge them, they are not part of the price you pay us, and the amount depends on the order and the carrier.

For the customs declaration, the carrier will ask for your ID or tax number (DNI or NIF).

When it arrives

• Mainland Spain: we prepare and deliver your order within 2 to 4 working days from payment confirmation.
• Balearic Islands: within 3 to 5 working days from payment confirmation.
• Canary Islands, Ceuta and Melilla: within 5 to 8 working days from payment confirmation, including customs clearance.
• If the payment is confirmed after 13:00 (Spanish time), at the weekend or on a public holiday, we start preparing it on the next working day.
• If you pay by bank transfer, the time starts when we receive it. Transfers between different banks can take one or two working days.
• It will never take more than 30 calendar days. If there is any delay, we will let you know.

Tracking

We ship orders with Correos, MRW, SEUR or another carrier operating from our factories in Badolatosa (Seville) and Granada, whichever best serves your area. When your order leaves, we email you the carrier, the tracking number and the tracking link. You can also check the status of your orders in My account with your email address.

If the parcel arrives damaged or something is missing

Check the parcel when it arrives. If it is damaged, a product is missing or it is not what you ordered, write to custodio@yusera.com with your order number and a photo. We will sort it out at no cost to you: we will send you the right product or refund your money.

Returns: 14 days to change your mind

You have 14 calendar days from receiving your order to withdraw from the purchase, without giving any reason.

Important: sealed products. For health protection and hygiene reasons, you cannot withdraw from the purchase of a product delivered sealed if you unseal it after delivery. As long as the seal is intact, you can withdraw as normal. Each product page says whether the product is sealed. This does not affect the guarantee: if a product is faulty, we will replace it or refund you even if you have opened it.

How to return a product

1. Go to Withdraw from the contract, fill in the form with your order number and email address and click "Confirm withdrawal". You do not need an account. We will immediately email you an acknowledgement of receipt with the date and time. If you prefer, you can also send us the model withdrawal form or any other clear statement by email or by post.
2. Send us the products within 14 calendar days of telling us you are withdrawing, to P.I. Los Retamales s/n, 41570 Badolatosa (Sevilla). We recommend a tracked service.
3. The return costs are paid by you. If the product is faulty or is not the one you ordered, we pay them.

If you received your order in the Canary Islands, Ceuta or Melilla, write to us before you send the return: the parcel goes through customs again and we will tell you how to prepare it.

Refund

• We refund you within 14 calendar days at the latest from when you tell us you are withdrawing, using the same payment method you used. If you paid by bank transfer, we refund you to the account you tell us.
• If you withdraw from the whole order, we also refund the shipping costs you paid.
• We may wait until we receive the products, or proof that you have sent them, before refunding you.

You will find all the details in the Terms of sale and on the Right of withdrawal page.

Any questions?

Write to us through the contact form or at custodio@yusera.com, or call us on +34 609 75 79 34 (Monday to Friday, 9:00 to 17:00 (Spanish mainland time)). We reply within 2 working days, in Spanish or in English.