Shipping policy
What are the shipping options available?
All our products are shipped via Standard Service.
How long does it take for my order to arrive?
Delivery time varies depending on the location. Orders are processed within 1-2 business days, and shipping time within Spain usually takes between 2 to 5 business days. Therefore, the total delivery time from the moment your order is confirmed is between 3 to 7 days, unless unforeseen external factors affect transportation (e.g., strikes, extreme weather conditions, etc.).
How much does shipping cost?
The shipping cost is calculated based on the weight of the product, the destination and the shipping option chosen. You can see the total shipping cost before you checkout on the checkout page.
Shipping costs will change from time to time due to the variable cost of fuel, which is a surcharge from the carrier. Jalea de Luz does not pass this monthly variation on to the customer but it is normal to update these shipping rates 1 or 2 times a year.
How can I track my order?
Once your order is shipped, you will receive an email with a tracking number and a link to track your shipment in real time on the CORREOS website.
Do you ship everywhere in Spain?
Yes, we ship to the Spanish mainland as well as to the Balearic Islands, Canary Islands, Ceuta and Melilla. Shipping costs are higher outside the Peninsula, but we offer the most advantageous rate of CORREOS.
Do you ship internationally?
International shipping is not available yet but we will have it activated in a few weeks.
What is your return policy?
We accept returns within 14 days of receipt of order. Products must be in their original, undamaged, unopened and unused condition.
How do I return a product?
To initiate a return, email our team and we will send you a return form and instructions on how to send the item back.
Return shipping costs are the responsibility of the customer, unless the product is defective.
Can I exchange an item instead of returning it?
Yes, we offer the option to exchange an item for another item. If you wish to exchange an item, please contact us to arrange for the new shipment and return of the original item. Please note that return shipping costs are the responsibility of the customer.
How will my money be refunded?
Once we receive and process your return, we will issue a refund via the original payment method.
Refund processing time may vary depending on the bank or payment service used and may take several days.
What do I do if I receive a faulty or incorrect item?
If you receive a faulty or incorrect item, please contact us immediately. We will be happy to resolve the problem with a refund, replacement or other suitable solution.