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Shipping

Shipping Information

Shipping costs are calculated at the checkout, dependent upon the shipping location and order value.

Shipping from Spain is expensive, so we heavily subsidise the shipping costs that we pass on to customers.

INTERNATIONAL (UK and Europe, outside of Mainland Spain):

  • Orders of €12.99 or less:
    €10.99 (or GBP equivalent) – unfortunately for low order values we have to pass on a higher proportion of the cost of shipping
  • Orders of €13.00 or more:
    €7.99 (or GBP equivalent) flat fee, irrespective of the order value.

International orders are shipped via Correos (the Spanish national carrier) and passed on to Royal Mail / Parcel Force if heading for the UK.  Deliveries typically take between 5 and 7 working days to arrive, although they can take longer if there is industrial action or at the busiest time of the year just before Christmas.

BREXIT & CUSTOMS

Nothing More to Pay on Orders up to £135

As the UK has now left the EU, customs and import processes have changed, but with orders shipping to the UK of UP TO £135 in value, there should be NO Import VAT to pay as the goods cross the border into the UK.  

There should be nothing more for you to pay at all.  This is because we pay the import charges, administration costs and VAT directly to HMRC on your behalf. 

If your order value is £135 or less and you are asked to pay fees, please contact us and we will do all we can to help.

Orders over £135
Please note that orders valued at more than £135 are now subject to UK Import VAT at the customs border, payable by the recipient. 

This charge, and any associated handling fees, is collected by the shipping agent before you can receive your parcel.  For these orders (above the £135 threshold), we are not able to pay the charges on your behalf – the new VAT regulations prohibit us from doing that. 

DOMESTIC (Mainland Spain):

  • €4.99 flat rate, irrespective of the order value.

Orders within Spain are shipped via Correos (using the Premium Paq express service).  Please ensure that your address can receive deliveries from Correos before placing your order. 

WORLDWIDE:

We ship regularly to the UK and within Mainland Europe.  If your preferred destination is not available, contact us directly to discuss shipping options and costs.

Shipping Address

Please ensure that your shipping address is entered correctly when ordering.   If an error has been made, let us know immediately and we’ll do all we can to help.  Unfortunately though, once shipped, we are unable to amend the delivery details.  Incorrect addressing may result in non-delivery of your order, for which we cannot be held responsible 🙁

Occasionally we may ship items separately, at no additional charge, to get items to you in the shortest time.  This does not affect your shipping cost, but may require the order to be delivered in multiple packages and the shipping time may vary.  An example of this is when we are able to dispatch goods both from here in Spain and from a UK fulfilment partner.  

Order Tracking

Once your order has been processed, you’ll receive an order confirmation email from us.  A shipment notification email with tracking information will follow automatically from our shipping agent (SendCloud).  

You can also check the status of your order by logging into your account.

Trying to find your delivered package?

Apologies – this occasionally happens if the delivery driver doesn’t follow the delivery instructions or leave a delivery card.  

Please check your front porch, side door, back porch, garage area, bushes, behind wheelie bins etc to make sure it’s not hiding. 

Also ask your neighbours if they may have received it for you. 

If your package still can’t be found, please contact us.

Returns

We are happy to offer refunds or exchanges on purchases made directly from Finca Gran Cerros under the following conditions.

Each of our products is carefully crafted by hand.  As such, slight variations from product to product are to be expected and are an integral part – and attribute – of each unique product. 

We offer the same fragrance across multiple product types; the intensity of the aroma from each product type will vary due to the nature of the type of product.  As such, no refunds, exchanges or credit can be offered on the basis of product fragrance or intensity.

We cannot offer to replace, refund, or exchange products that have been purchased from one of our retail partners or stockists.

Due to the handmade nature of our products, all wholesale orders are considered to be final and not offered on a sale or return basis.

Faulty or Damaged Items

We do our very best to ensure that products are well protected when shipped to our customers and use only globally recognised courier services for international deliveries and Correos, the national postal service, for deliveries within Spain.

However, if any items are broken or damaged in transit, you must contact us by email within 24 hours of receiving your delivery.

Refunds or exchanges cannot be accepted after this time. 

We may ask you to email a photo of the damaged product to hello@finagrancerros.com and, if it is available, we will arrange a replacement of the item for you or alternatively provide a replacement of equal or greater value. 

You may be requested to return the damaged product to us to enable us to investigate the cause of any issue. If this is required, we will refund the cost of return of faulty or damaged products.

Non-Faulty Items

If for any reason you decide not to keep an item, you can return it within 14 days of receipt. Please contact us prior to returning any item and we will provide you with the relevant returns information and returns address.

Non-faulty items must be returned in their original, undamaged packaging and must be in an unused, as new, condition. We recommend you return goods by registered post and retain proof of postage as we cannot be held responsible for goods lost in transit while being returned to us.

If we find that the product has not arrived back to us in a fully re-saleable condition, we reserve the right to refuse a claim for a refund on the item.

Please be aware that in this case, the cost of postage and packaging is non-refundable.

Sale Items

Unfortunately we can not accept returns, exchanges or refunds on sale items unless the product is faulty or damaged.  If faulty, we will endeavour to offer a replacement item, where available, or a refund.

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