Swiss Raclette Wheel Cheese · Valais DOP Melt-and-Scrape Tradition

Orders will be shipped directly from El Paladar's facilities via our logistics partners.

When placing an order that includes items requiring refrigeration, the option “Special Refrigerated Shipping” will appear. Refrigerated shipments may take 4–5 business days (Monday to Friday) for delivery within mainland Spain and the Balearic Islands. This service is not available for the rest of Europe.

- If no one is available to receive the package at the indicated delivery address, a second delivery attempt will be made. After the first attempt, a note with a phone number will be left. You must call to confirm a suitable time for delivery. The courier will hold your package for approximately 3 to 5 days before returning it to our facilities.

- Once the package has been dispatched from our warehouse, if the customer requests a change of address, they must cover the full cost of the new shipment.

If you do not receive your order within the estimated time, please contact our Customer Service at calidad@elpaladar.es or call +34 971 38 23 62. We will investigate the matter and work to resolve it as soon as possible.

Returns

If you are not satisfied with your order or if it arrives damaged, please contact us at calidad@elpaladar.es or call +34 971 382 362. We will inform you of the return procedure.

To process your return correctly, it is essential to include this form properly completed inside the package. Our courier service will collect it from the original delivery address.

• You may return items provided that you notify us of your intention within 15 calendar days of receiving the order and the item is in its original packaging and in perfect condition. Please contact us first.

• If the customer has chosen a more expensive shipping method than the standard option, El Paladar, Jamonería & Delicatessen is not obliged to reimburse the additional cost incurred.

The right of withdrawal does not apply in the following cases:

• Items made to the customer’s specifications or clearly personalized.

• Products that may deteriorate or expire quickly.

• Occasionally, our suppliers may change product labels or packaging without prior notice. In such cases, we cannot be held responsible and returns will not be accepted for products that differ only in appearance due to label or packaging updates.

EU Online Dispute Resolution:

If a dispute arises between you and El Paladar, Jamonería & Delicatessen, we encourage you to contact us first to try to resolve it through our Customer Service 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 may submit your complaint through the EU Online Dispute Resolution platform.

This platform is designed to assist consumers who have purchased goods or services online, offering access to independent and usually free resolution services.

El Paladar, Jamonería & Delicatessen may choose whether or not to accept complaints submitted through the ODR platform.

Thank you very much.