faq

1. HOW TO BUY

 

How can I sign in?
In the web´s main menu you have to click in "MY ACCOUNT"
If you have already your account, you only have to login.
If you want to create a new account, click on "create an account" and fill in the required fields, we only ask you the essencial information for make faster the shopping process. When you sign in, you will have to give us your email, name and surnames.
These are the advantages of login with your password:

 

Shopping faster.
Check your purchases´ status.
See the historical of orders.
Change your personal data.
Change your password.
Keep several addresses (to send your purchases to you friends and relatives)

 

 How can I place an order?
Choose the product family which you are looking for.
If you are sure, you can add the items to your cart clicking to "Add to the cart". If you want more units, select the quantity. You will can see the items which you have added and change your list while you keep surfing the web.
Una vez que has terminado de seleccionar todos los productos que quieres añadir a tu cesta, tendrás que hacer clic en “Carro” (parte superior derecha) para finalizar el pedido.
A screen will appear with all of your order´s details and you will have to click in "Place the order" to go on with the buy. You will have to add your billing and delivery data, choose the delivery way and the payment method.
When you have paid, we send you an email with the order comfirmation.

 

Can I change or cancel my order? 
You have to contact with Customer Support for change or cancel your order, by email or the following phone number:
+34 927 17 20 57.

 

2. CHANGES IN YOUR ACCOUNT

 

I have forgotten my password. What can I do?
Go to "My account" and click in "I have forgotten my password". Write the email corresponding with your username and we send you a new self-generated password.
You will can change your password again login in the control panel of your account.
If your problems remain, write an email to info@hechoenlavera.com, we will help you as soon as posible.

 

3. EXCHANGES.

 

Can I make an exchange or return of an online order?
We want that you are satisfied with the items that you have bought so we check all the products that we sell to our customers looking for posible defaults.
All the items are packaged very carefully and sent in exellent conditions. Nevertheless, if some of the items from your order are damaged or we have made a mistake, you can, within thev following 24 hour from the order receipt, call us to +34 927 17 20 57 or send ur an email to info@hechoenlavera.com and notify us about the problem with your order for we can replenish the damaged item as soon as posible.
When you have recived the delivery you must to check the order for mistakes.
If you have any problem with your order, you have to put in the delivery note which will be gave you by the carrier.

 

4. DELIVERIES

 

Where can I recive my deliveries?
Your deliveries will be sent to the delivery address that you write in your account so is very important that you pay attention filling in these fields.
Remember, when you are already signed in, in the section "Control panel" from your account, you can add all the addresses that you want and choose that you prefer for each order.

What are the terms and costs of shipping?
We deliver to whole Spain, The Canary Islands, Ceuta and Melilla included and to the EU countries.
Inside your shopping cart, on the right of the page, you have an "Costs calculator". If you enter in it the delivery state and your Zip code you can get a cost estimate.

 

5. PAYMENT

 

What is the payment method for online orders?
You have two payment methods:
Safe payment with credit card: we accept VISA, Master Card and Maestro.Puedes
Wire transfer.

 

Are the payment methods safe?
Yes, of course. All transactions via the Website will be performed via secure payment systems. Confidential payment details are transmitted directly in encrypted format (SSL) to the corresponding entity.
Making the payment through the secure payment gateaway, the system will automatically verify that the credit card is activated for the secure electronic commerce. Then it will conect with the issuing bank, which will request the anthentication and the authorization for the operation.

 

How can I get a bill?
When you create your account, in "my control panel" you can access to your billing address. You can point out if you are a company (entering your TIC or TIN), a private buyer or freelance, and you will recieve your order´s bill authomatically by email.

 

6. NEWSLETTER

 

What are the advantages of register? How can I do it?
The newsletters content news about our products that you can receive in your email along the year to keep informed and to be the first to know about the news and promotions.
If you want to recieve in your email the newsletters, you have a section for that at footer.

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