Shipping policy

DELIVERY POLICY, TIMELINES, AND INCIDENTS

All products are made to order and will be made available to the courier company within a maximum of 10 business days.

  • Mainland Spain: 10 business days for production + 24-48 hours for shipping.
  • Balearic Islands: 10 business days for production + 3 days for shipping.
  • Canary Islands/Ceuta/Melilla: 10 business days for production + 7 days for shipping.
  • Rest of Europe: 10 business days for production + 10 days for shipping.
  • Rest of the World: 10 business days for production + 10 days for shipping.

Shipping costs are calculated based on the weight and volume of the merchandise, and taxes and customs charges are the responsibility of the buyer. It is important for users/customers to provide an accurate delivery address in the order form to prevent delivery errors.

Delivery times may be affected by logistical issues or unforeseen events. In the case of delivery delays, we will inform our users/customers as soon as we become aware of them.

Delivery is considered completed when the courier agency makes the product available to the user/customer, according to the transportation company's tracking system. We will not consider delivery delays if the carrier has fulfilled its part, and the customer could not receive the order due to reasons attributable to them.

DELIVERY INFORMATION, FAILED DELIVERIES, AND PRODUCT LOSSES

As part of our delivery service, we contract courier companies or Correos de España to ensure that orders are delivered correctly. If, after 7 days from the shipping date, delivery has not been coordinated, we request our users/customers to contact us.

In case the user/customer fails to do so, and 10 business days have passed since the shipping date, the order will be returned, and the user/customer will be responsible for the shipping and return costs, as well as any associated administrative expenses.

If the reason for the non-delivery is the loss of the order, Five Store will initiate an investigation, which may take 1 to 3 weeks to complete. We are committed to resolving this situation with the customer.

DELIVERY DILIGENCE

We urge our users/customers to thoroughly inspect the order delivered by the carrier or Correos de España on behalf of our store. Any anomalies or damage detected in the order must be noted on the delivery receipt.

If, after inspecting the products, the user/customer finds any issues, obvious tampering, or damage caused during shipping, they must notify the administrator within 15 natural days from the delivery date, via email at: support@fivestore.es.