FAQ - Frequently asked questions

PURCHASING PROCESS

You can make the purchase either as a "customer" by providing your email address and a password or as a "guest".

How can I place an order?

Choose a category (eg chocolates), once inside it, you will see the products and click on the one that interests you (eg Chocolate 72%). If you click on the product photograph, you can see the information enlarged. In the product sheets you can find detailed information and even recipes or cocktail mixes.
Add the product you want to buy to your cart by clicking on “Add to my order” . If you want to include or reduce units of the same product, you can do so by clicking on the arrows that indicate the "quantity" box.

Once included in your shopping cart, a screen will appear in which you will have to choose whether you want to continue shopping (click "continue shopping" ) or complete your purchase (click "finish now" ).

If you choose to “finish now” a screen will appear with your detailed order and give you the option to select the “order is for a gift” box if you would like to send your order as a gift.

Review your order information; If you have already completed your order, click on “checkout” . Next, review your order information and click “select payment method” .

In the next step, review your personal, shipping and billing information. You can add comments for the carrier with the indications you consider. Then, on the next screen, review your order, and finally select your payment method, accept our conditions and confirm the order.

Once the payment is made, you will receive an email confirming your order, which will be sent to you as soon as possible from our facilities.

In any case, if you have any questions or additional clarification, you can consult us through our contact form .

USER REGISTER

Is it mandatory to register?

No, you also have the possibility to make the purchase as a guest.

I don't remember my username and/or password

In this case, at the time of registration, you must select the option "have you forgotten your password?". An email will be automatically sent to the address you registered with. In it you will have a link to reset your new password.

I want to modify my data, what should I do?

Once registered in the private area, there is a section enabled for this purpose. You must save the modifications made so that they take effect in our database.

How can I contact with you?

Through the contact form enabled on the website itself.
Email : info@ellincesibarita.com
Phone : +34 648671667

WAY TO PAY

How can I pay? What payment method do you accept?

The payment methods are:

- Debit or credit card.
- PayPal
- Wire transfer

How is the card payment made?

- When making the payment through the secure payment gateway, the system will automatically verify that the card is activated for Secure Electronic Commerce. Next, it will connect with the financial institution that issued it, which will ask the buyer to authorize the operation using a personal authentication code. The operation will only be carried out if the issuing bank of the credit card confirms the authentication code and at that moment the charge will be made on the card. Otherwise, the transaction will be rejected.

Is the payment system secure?

When managing the order, all purchases made from that moment are made under a secure connection that guarantees the confidentiality of all your data. For this reason, purchases are made in a secure server environment under the SSL (Secure Socket Layer) protocol.

Why is the card declined?

Payment with your card may be refused for the following reasons:

- Your card is expired. Check the expiration date.
- You have reached the limits of your cards. Contact your bank.
- Some entered data is wrong. Check the 16 digits of your card, the expiration date and the CVV.

How do I get my purchase receipt?

Once the online order has been placed, the purchase ticket (or sales document) will be the email that you will have received and that contains the information about the shipping process or the delivery of the order.

BILLING

How do I get the invoice?

Your purchase ticket will be sent automatically to your email address, whether you are an individual or a company. In turn, you can download it in a "private area" in your order record. To request the invoice; please contact us through our contact form or by sending an email to the following address: info@ellincesibarita.com

My order is a gift and I do not want the invoice to be included

In gift orders we never include an invoice or delivery note.

Can I issue an invoice in the name of a company?

Yes, it is as easy as registering with the company data, so you will be able to place orders both as an individual and as a company without any complications.

You have sent me the invoice by mail and I do not receive it

Check your email in the "Junk" / "Spam" folder. If you have not received it, contact our Customer Service Department and we will resend it to the email address we have on file.

SHIPPING METHODS AND DELIVERY/TRANSPORTATION DEADLINES

They are very delicate products, how do you send them?

Our packaging is designed to minimize possible breakage and our transport company is aware of the fragility of our products.

Review your order at the time of receipt. If you notice any moisture in the box or it is broken, do not accept the order. Our transport company will notify us of the incident and we will contact you to solve it.

Shipping costs

Spain
Our shipments, for products that do not require cold transport, have a fixed cost of €5.95, but if your order is equal to or greater than €50, your shipment is free.
In the event that they require cold transport, they have a fixed cost of €8.90, but if your order is equal to or greater than €95, shipping is free.

Portugal
Our shipments, for products that do not require cold transport, have a fixed cost of €9, but if your order is equal to or greater than €60, your shipment is free.

Delivery times in Spain When will I receive my order?

Orders that do not require cold
The shipment is made through TIPSA and the delivery time is 1-2 days from the time we confirm the shipment. Once the shipment is prepared you will receive an email with your shipment number.

Orders that require cold transport
The shipment is made through SEUR FRIO and the delivery time is 2-3 days.
The days that deliveries are made are: Wednesday, Thursday, Friday and Saturday preferably before 1:30 p.m. so that the order arrives in the best conditions.
Once the shipment is prepared you will receive an email with your shipment number.

You must take into account that national and local holidays may affect the delivery of orders.

Who manages the shipments?

Our courier company for shipments that do not require cold storage is TIPSA. His website https://www.tip-sa.com/

For shipments that require cold transport, it is SEUR FRIO. Your page www.seur.-com

Where I can get my order?

Your order will be received at the address you provide us when you place the order. Being able to make the delivery in hotels, tourist apartments, offices. When you provide us with the address in the comments field, please indicate all the necessary information to be able to make the delivery, for example, the delivery has to be made to the doorman, delivered to the store next door.

Can I track my order online?

Yes, when your order is ready we will send you an email with the order number so you can track it.

What happens if there is no one at the time of delivery?

If no one is found when the first delivery is made, there is no problem, because you will receive an email and you will be able to contact the agency to specify the day of delivery or go to the agency to pick it up.

I'm away from home all day, what do I do?

In this case you have several options to receive your order. Either you can go to a TIPSA agency to pick it up or you can tell us the address of your office where you want us to deliver it.

What happens if I don't receive my order on time?

Our courier company makes a first delivery attempt within the indicated time, if delivery is not possible, they will contact you to agree on a second delivery. However, if there is a delay, do not hesitate to contact our Customer Service.

Can I change my delivery address once the shipment has been made?

To see if it is possible to change the delivery address, contact us as soon as possible by calling +34 648 671 667 .

I can send to a hotel or tourist apartment

Yes, we deliver to both hotels and tourist apartments.

Where do you ship to?

Shipments are made exclusively in the Peninsula (Spain and Portugal).

Can I select the day I want the delivery to be made?

No, the order will be received depending on the time of day and the time it is placed.

Can I make an urgent shipment?

In order to check if it is possible to make an urgent shipment to the destination you need, please contact our Customer Service .


INCIDENTS WITH THE ORDER

What happens if a bottle/product arrives broken?

Our packaging is designed to minimize possible breakage and our transport company is aware of the fragility of our products.

Review your order at the time of receipt. If you notice any moisture in the box or it is broken, do not accept the order. Our transport company will notify us of the incident and we will contact you to solve it.

If you detect that the product has arrived broken after opening the order, contact our Customer Service Department to notify us.

What happens if the order is incomplete or does not correspond to what I bought?

If we have made a mistake in preparing your order, contact our Customer Service and we will send you the missing product free of charge or we will refund the cost of the product.

What if the product is bad or defective?

If any of our products does not arrive in conditions at its destination, contact our Customer Service and we will send you a new product free of charge or we will refund the cost of the product.

What happens if I buy a product and there is no stock?

Our products are subject to stock limits. If any product is not available, we will contact you before shipping and you can modify or cancel it.

How to file a claim?

You can contact our Customer Service to file your claim through the following ways:

• Contact form
• Email : info@ellincesibarita.com
• Phone : +34 648671667

RETURN POLICY

You can consult our Returns Policy at:

https://www.ellincesibarita.com/en/pages/politica-de-devoluciones

SECURITY AND PRIVACY

What use are you going to give my data?

We will only use your data to send the order to your home and to be able to make all the necessary arrangements.

In compliance with the provisions of Organic Law 15/1999, of December 13, on the Protection of Personal Data, at the time a customer places an order, their personal data, addresses and those related to their form of payment , are incorporated into our database, used only to process the order and send information about offers and services that may be of interest to our customers. Mactan Trading SL ensures the confidentiality of the data provided by our clients, since the personal data requested is always strictly necessary.

In any case, customers may at any time exercise their rights of access, rectification, cancellation and opposition, communicating it in writing to our email address

I am a customer, but I do not want to receive any advertising email, what should I do?

You can unsubscribe from our Newsletter through your user area, in our email or in the “unsubscribe” option that you have at the end of the Newsletters that we send.

How do I exercise my ARCO rights?

You can exercise the rights of access, rectification, cancellation and opposition, communicating it in writing to our email address info@ellincesibarita.com

NEWSLETTER

What information will you send me if I subscribe to the newsletter and how often?

We will never send advertising for any service or product that we do not market.

Can I unsubscribe?

You can do it through your user area, in our email or in the "unsubscribe" option that you have at the end of the Newsletters that we send.

SEVERAL

I want a product that is not on the web

Contact us through our customer service indicating which product you want to assess its inclusion in our catalog

I can sell my products through you

Contact our customer service on the phone. 648671667 through our contact form or through our email info@ellincesibarita.com

There are discounts for professionals / Information for professionals

If you are a store, restaurant or business and wish to have our products, contact our Customer Service on the phone number. 648671667.

Is it safe to buy food online? How do I know where it comes from? What guarantees does it give me?

Buying food online is as safe as buying it in a physical establishment. All our suppliers have health records, therefore they comply with Spanish regulations for the production and distribution of food, which guarantees both traceability and food safety .