Preguntas Frecuentes

PURCHASING PROCESS

The following procedure has been established for purchases made through the website of El Paladar, Jamonería & Delicatessen S.L.

The user must access the online store available on El Paladar's website, where the available products are displayed along with the following information:

a) Product description, features, and units of measurement.
b) Price per unit and/or weight.
c) Offer validity conditions, if applicable.

Once the user has selected the product(s), they must add them to the shopping cart, specifying the desired quantity. After the selected El Paladar products have been added to the cart, the user can access the order summary. By clicking on "Complete Purchase," they will see the following details:

a) Product image
b) Description
c) Quantity
e) Price per unit
f) Total price of each product
g) Total purchase amount
h) Shipping costs, gift option, and return policy

If the user has a promotional code, it must be entered at this point to apply the corresponding discount. Optionally, they may choose to send the order as a gift and include a personalized card.

Next, the user must enter their information. If already registered, they must provide their username and password. If not previously registered, they will be prompted to create an account on the website.

Once user data is entered, they will access the Shipping Details section, where they can review, modify, and confirm their billing and shipping information, request an invoice, and leave a note for the courier.

Then they will proceed to the Order Confirmation step, where they will review the delivery and billing addresses, select the payment method, accept the general terms and conditions, confirm they are of legal age, and click the “Next” button to continue.

If the user chooses Credit/Debit Card or PayPal as the payment method, they will be redirected to the secure payment gateway. If they choose bank transfer, payment instructions will be shown on our site after accepting the conditions.

Once the user has confirmed the order, a confirmation email will be sent with the order details. We will then review the order to verify that all requirements are met. After verification, a second email will be sent confirming acceptance and shipment or denial of the order.

HOW LONG DOES DELIVERY TAKE?

The delivery time within Spain is 1 to 3 business days from the date the payment is received, and for the rest of EUROPE, 4 to 7 business days. Deliveries are only made Monday through Friday.

WHAT GUARANTEES DO YOU OFFER?

Shipping Guarantee: All shipments are insured for 100% of the merchandise value. Remember you have 24 hours to make a claim if your order has been damaged during transport. If you have any other questions, feel free to email us at calidad@elpaladar.es

Product Guarantee: The guarantee only covers manufacturing defects. To benefit from the product guarantee, you must have the purchase invoice.

Please note that textile products are considered hygienic and cannot be returned once opened.

• You may return the goods provided that you notify us within 14 calendar days of receiving the order, and the product is returned in its original packaging and in perfect condition. Please contact us beforehand.

• If the customer has expressly selected a delivery method more expensive than the standard option, El Paladar, Jamonería & Delicatessen is not obliged to reimburse the additional costs incurred.

WHAT SHOULD I DO IF I HAVE A COMPLAINT?

EU Online Dispute Resolution:

If a dispute arises between you and El Paladar, Jamonería & Delicatessen, we encourage you to contact us directly to seek resolution through our Customer Service team at +34 971 382 362 or via email at calidad@elpaladar.es

If we are unable to resolve the issue through Customer Service, and you reside in the European Union, you can also submit your complaint through the European Online Dispute Resolution (ODR) platform.

The ODR platform is a web portal designed to help consumers who purchase goods or services online, providing access to independent dispute resolution services that are typically free of charge.

El Paladar, Jamonería & Delicatessen may choose whether to accept a complaint through the ODR platform.

Thank you very much.