Shipping and Returns

Before you write to us, take a look at the frequently asked questions.
There you will find short answers to the most common queries about delivery times, shipping costs, Canary Islands customs, exchanges and returns. If yours isn't there, write to us: we reply ourselves, from the workshop.

SHIPPING AND RETURNS

Shipping

You will be able to see the cost of each shipment at the moment of purchase. It varies according to the destination and the size or weight of the parcel. The applicable rates are:

Mainland Spain: free shipping from 100 euros of purchase. All other orders: 3 euros
Balearic Islands, Ceuta and Melilla: 5 euros, with free shipping from 100 euros
Canary Islands: 9 euros
Portugal: 6 euros, with free shipping from 100 euros
Andorra: 6 euros
Germany, Austria, Belgium, France, Italy, Luxembourg and the Netherlands: 20 euros
Denmark, Slovakia, Slovenia, Gibraltar, Monaco, Poland, the United Kingdom, the Czech Republic and Switzerland: 30 euros
Bulgaria, Estonia, Finland, Hungary, Ireland, Latvia, Lithuania, Norway, Romania and Sweden: 45 euros
United States and Canada: 50 euros
Algeria, Australia, Israel, Japan, Morocco, Mexico, Moldova, New Zealand, Russia and Ukraine: 75 euros
All other destinations: write to us and we will prepare a quote for you.

  • Shipments to the Canary Islands
    Orders sent to the Canary Islands are subject to customs formalities.
    The buyer is responsible for paying the costs arising from importation, such as:

    • Import DUA (single administrative document)

    • The corresponding IGIC (Canary Islands general indirect tax)

    • Any other charges applied by the transport company

These amounts are paid at the destination at the time of delivery.
Ginger & Velvet cannot control or estimate these costs.

Delivery times*

The moment your order leaves our warehouse, we will send you an email with all the information you need to track it.

We prepare orders Monday to Friday, excluding public holidays, from 9:00 to 15:00 and once payment has been confirmed. If we receive your purchase outside these hours or on a Sunday or public holiday, we will arrange for it to be ready on the next working day. Once we have your order in our central warehouse, we ship it by express courier so that it reaches you as soon as possible. The delivery times are as follows:

Domestic shipments:

  • Mainland Spain: 1-2 working days.
  • Balearic Islands: 2-3 working days.
  • Canary Islands, Ceuta and Melilla: 2-5 working days.

Shipments to Europe: 5 working days
Shipments to the USA: 5-7 working days
Shipments outside the European Community: 20 to 30 working days. Please note that if you are outside the European Union, you must be aware of and responsible for local customs duties.

* In the event of a delay in delivery, check the tracking number that we will send you by email. If you have any questions, please contact us at info@gingervelvet.com.

Returns

Any item may be returned within a maximum period of 14 days from receipt without giving any reason, provided that the item has not been used or damaged. The refund will be for 100% of the cost of the product, including any shipping costs the customer paid at the time (where applicable). The return process and the corresponding shipping costs are at the customer's expense. Should the returned item have been used or damaged by the customer, no refund or exchange will be made, and the item will be sent back to the buyer.

In the event of a defect or fault, the customer shall notify the incident within 7 days from the date of receipt, and Ginger & Velvet shall refund all the costs incurred by the customer. Once the item has been received and the manufacturing defect verified, those costs will be refunded within a maximum period of 14 days

Exchanges

An item may only be exchanged for another of equal or higher value, paying the difference in price, within the first 14 days from receipt of the item.

Should you wish to exchange an item, you must send it to the address given below together with its original packaging. The cost of shipping is always at the customer's expense. We recommend sending it by courier company, given the type of product. Exchanges and returns of items sent carriage forward will not be accepted.

In the case of a first exchange, Ginger & Velvet covers the shipping costs of the new items (but not the return of the previous one). For subsequent exchanges, the customer will bear the costs arising from both the return and the new delivery, this second cost corresponding to the customer's address and the characteristics of the parcel. We will tell you by email how to pay it. Once the payment has been received, Ginger & Velvet will proceed to send the new products.

Shipping address for exchanges:

Ginger & Velvet

C/ Alameda, 4

28014 Madrid

If you have any questions, you can contact us through our contact form or at info@gingervelvet.com

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