Here is a collection of the most frequently asked questions from our users. You can also find more detailed information in the following sections of our website:
Have you got a brick-and-mortar shop, apart from the online shop?
Yes! In fact, in November 2020 we have celebrated our 15th anniversary. We are in Joaquín Costa street in Barcelona, in the heart of the Raval. You can find more information about us here
Do you buy all products directly from the countries of origin?
Although we directly source much of our catalogue ourselves, especially products from India and Mexico, we work with more than 20 suppliers from all over the world.
Are your products fair trade?
Only a small part of our products are fair trade or made by NGOs. When this is the case, you will see it indicated in the texts.
Are your toys safe?
Well, in general yes, they are, but please bear in mind that our product selection criteria is mainly aesthetic. Also the quality and safety of what we sell depends on the product and its country of origin. Obviously, our products manufactured in Europe have European quality standards, but some of the products in our catalogue are conceived for local consumption in developing countries with a different quality and safety criteria than we can expect in Europe.
As these products are not intended for export, the quality is what the consumers in these specific countries expect. That is why we indicate a preferred age of consumption and also that some products, for example toys, are are oriented to collectors, and not to children.
How can I contact you?
You can contact us at the shop during business hours (12h to 14h and 16h to 20h) from Monday to Saturday, using our landline (+34) 93 301 3068. And by email at email@example.com at any time.
Do you rent your products?
Yes! For advertising, movies, series… If you need to rent any of our products, please contact us at firstname.lastname@example.org and we will inform you of the conditions.
Ordering and payment
Is there a minimum order?
Yes, our minimum order is 15 euros excluding the shipping cost.
How can I cancel an order or a product?
To cancel a product, simply change the quantity selected by setting it to 0. You will then be redirected to the home page and can either abandon your purchase or start a new one from the beginning.
Is it safe to pay with credit card, and are there any other payment methods?
It is completely safe. Card payments are made through the virtual POS payment gateway of Banco Sabadell, one of the biggest Spanish banks, and are governed by the international protocols Verified by Visa and MasterCard SecureCode.
If you wish to pay with any other method, you can choose to make a bank transfer or use PayPal. We are sorry, but we do not accept cash on delivery.
I am having problems finalising my order, what can I do?
A problem with an order may occur for various reasons: incomplete or erroneous registration, problems with cookies or the browser, insufficient stock, etc. In these cases the best thing to do is to contact us. We have already identified some of the most common issues and we are happy to help you finish your purchase.
My card payment has been refused, what should I do?
For security reasons, the card payment gateway is extremely sensitive and may cancel a payment attempt for a number of reasons: exceeding the time to enter the security code, several transactions with the same card in a short space of time, incorrect card number or name, etc.
If your payment has been denied, please try to make the purchase again after a few minutes and if the problem is repeated, call us at the shop. We will review the purchase, if any charge has been made and, if so, the reason for denial of the transaction.
How do I know if my purchase has been completed correctly?
As soon as you have completed an order and the payment has been processed correctly you will receive an email with all the details of your purchase. If you do not receive this email, it is very likely that your purchase has not been finalised.
Remember that if you make a payment by bank transfer we will not send the order until the payment has been credited to our account or we have received an electronic notification from the bank informing us that the payment is in progress.
How can I request an invoice for my purchase?
You can contact us by email at any time to receive an invoice for your purchase. However, right at the end of the purchase form, you will be able to check the box “Request purchase invoice”. You will be asked for your fiscal data, especially your VAT number. This way, in addition to the delivery note, you will receive a purchase invoice with tax value by e-mail.
Do I need to create an account in order to buy?
You do not need to create an account. We recommend it, though. With an account, every time you place an order you won’t have to fill in all your details and you will be able to check and track your orders in an easier way.
I can’t remember the password for my account, what can I do?
Go to the “Your Account” page at the top right of the screen and then click on the link “Forgot your password? You will need to enter the email address you used for your registration. We will send a link to this email that will redirect you to the account management page, where you can choose a new password.
Stock and products
Do you have stock of all products?
Of course! Everything we sell on the website is available. In fact, for security reasons, there’s a maximum number of units you can buy of a product. If you want to buy a larger quantity than what is available on the website, please contact us as we may have more stock in the physical shop or in the warehouse.
If you are interested in a product that is out of stock, go to the product page where you will see the symbol of an envelope. Click on it to leave your e-mail. Once this product is back on stock, we will notify you.
How are the measurements indicated at the webshop?
In each article you will find the detail sheet where you can see the country of origin of the product, the material it is made of and the measurements. Please note that the measurements are always indicated in the same order: height x length x width.
How can I search for a specific product?
The main menu presents all products divided into categories such as kitchen, bathroom, accessories, handicrafts, etc. On the top right hand side of the page you will find a search engine (with a pink background) with which you can search directly by name or any other term. By typing 3 or 4 letters, some results will appear automatically. To enlarge the results, click on “View all”.
Is everything you have in the physical shop also available online?
Let’s say that the website contains a 60% of what you would find in the physical shop. In general, we do not include in the online shop the products that we have little stock of, or very heavy, fragile or bulky items. In addition, we only sell online certain models, colours or sizes of products such as bags, rubber, plastic mats, etc. If you are interested in other products/models, please do not hesitate to contact us. To be informed of our news, keep an eye on our Facebook
. Obviously there is no problem in sending you some products that are not available on the web.
Can I ask you to gift wrap my purchase?
Of course! In fact, the papers and envelopes we use are beautiful. Depending on what you have bought, we will choose to wrap the product or put the packaging separately, so that the package arrives beautifully. On the final screen of the checkout process you will find a blank field where you can write down your request and also if it is for all the products or just for some of them.
Shipping and returns
How much will shipping cost, and what does it mean that you have a flat rate?
Shipments have a fixed cost, whether you buy one product or twenty. This way you’ll know that deliveries within Spain and the Balearic Islands cost 5 euros. Shipping to Portugal costs 6,5 euros. To Germany and France, 12 euros. The full list of shipping costs within the EU can be found in the section Transport and delivery costs
How long will it take to receive my purchase?
We are very fast. Deliveries to mainland Spain only take 24 hours to arrive and deliveries to the Balearic Islands take a maximum of 72 hours. To this period you have to add the time to pack and prepare your purchase, which is never more than 24 hours. In any case, if your order is urgent, call us and we will do our best to get it to you as soon as possible.
How can I find out the status of my order?
As soon as your order is dispatched, we will send you an e-mail with the tracking number, the expected delivery date and the contact details of the carrier. With your tracking number you will be able to track the status of your shipment at any time, via web or telephone.
I’m not often at home, how do I arrange delivery?
The stipulated time for delivery is between 9am and 7pm, although the delivery service usually arrives before 2pm. If you are away from home during these hours, we recommend that you use an alternative address, be it that of a family member, a friend or a nearby shop. At the end of the checkout process there is a blank space where you can enter a preferred delivery time.
The delivery date you indicated me has passed and my order has not been delivered, what should I do?
First use the tracking number we have sent you to check if your order is still in transit or in delivery. If there has been a delivery attempt, the carrier will have left you a notification with all the information you need to request a second delivery. If you can’t find the delivery note you can use the details we sent you by e-mail when the order was dispatched. Remember that the carrier only keeps undelivered goods in their warehouse for one week and it is your responsibility to arrange a second delivery.
Where do you ship to? Are there other shipping methods?
The website only allows shipments to mainland Spain, the Balearic Islands and EU countries. If you want to make a purchase from anywhere else in the world, there is no problem. The same for urgent deliveries or Saturday deliveries. Contact us and we will explain you how to do it.
I would like to return my purchase, is that ok?
Yes, you have the right to return your purchase partially or completely if you are not satisfied. You have 14 days from the moment you received your purchase to process the return. To do so, send us an email communicating your wish to return your order and we will explain how to proceed.