Shipping & Returns
SHIPPINGS:
Your order will be delivered to the address you provide via courier service from Monday to Friday (deliveries are not made on weekends and holidays).
• For engraved watches, the delivery time will be extended by 10 days.
IMPORTANT FOR SHIPMENTS DURING THE HOLIDAY PERIOD:
All orders without custom engraving placed until July 30 will be shipped within 48/72 hours, if you place it from July 31 inclusive, the order will be processed from August 19.
If it is an order for a personalized watch and you need it to arrive before we go on vacation, you have to place it before July 28.
If not, the delivery will be made during the first half of September.
If you have any questions, you can send us an email or call or send a whatsapp to 696 090 184.
If we are in the weeks of rest that we deserve, we will answer everything when we return, which will be on Monday, August 19.
• Now, if you are in a hurry because it is for a gift and you do not arrive on time, you can write us an e-mail to tienda@colomerandsons.com, call us or send us a whatsapp to the phone 696 090 184 and we will study the possibility of delivering it to you as soon as possible.
• All our shipments are carefully packaged and protected to ensure the merchandise remains undamaged. If upon receiving your order you notice any irregularities, we advise you to call us within 24 hours so that we can file a claim with the shipping company.
• The transit of shipments is as indicated, but on some occasions they may suffer delays for reasons beyond Colomer & Sons’ control and which we will try to resolve as soon as possible
Spain (Mainland):
– Shipping Costs: €8.00. Free from €80.
– Shipping in 48/72 hours.
Balearic Islands:
– Shipping Costs: €8.00. Free from €120.
– Shipping in 48/72 hours.
Canary Islands:
– Shipping costs: €10.00 without VAT.
– Delivery: 4 to 5 days.
Important: In the event of customs duties and taxes, these are the responsibility of the customer upon delivery, and these expenses depend on the invoice amount. For example, watches over €120.20 are subject to a 15% IGIC tax in the Canary Islands.
ZONE 1 – ZONE 2 – ZONE 3:
– Locations: Portugal, Belgium, Vatican City, France, Italy, Monaco, Germany, Netherlands, Luxembourg, Austria, Denmark, Finland, Greece, Ireland, Sweden. Cyprus, Slovenia, Estonia, Hungary, Latvia, Lithuania, Malta, Poland, Czech Republic, Slovakia, Bulgaria, Croatia, Romania, Channel Islands, San Marino, Norway, Switzerland, Gibraltar, Morocco, Liechtenstein.
– Shipping costs: €10 + VAT.
– Delivery: 1 week.
UK ZONE:
– Shipping costs: 24€+ VAT.
– Delivery: 1 week.
ZONE A – ZONE D:
– Locations: Canada, United States. Anguilla, Antigua, Antilles, Argentina, Aruba, Barbuda, Bahamas, Barbados, Belize, Bermuda, Bolivia, Bonaire, Brazil, Cayman Islands, Chile, Colombia, Costa Rica, Dominica, Dominican Republic, Ecuador, El Salvador, Grenada, Guadeloupe, Guatemala, Guyana, French Guiana, Haiti, Honduras, Jamaica, Martinique, Montserrat, Nicaragua, Panama, Paraguay, Peru, Puerto Rico, Saint Kitts and Nevis, Saint Lucia, Saint Vincent, and St. Martinique, Suriname, Trinidad and Tobago, Turks and Caicos Islands, Uruguay, Venezuela, British Virgin Islands, U.S. Virgin Islands, Mexico.
– Shipping costs: €19.85 + VAT.
– Delivery: 1 week.
ZONE B – ZONE C – ZONE E:
– Places: Australia, Cambodia, China, South Korea, Philippines, Hong Kong, Indonesia, Japan, Laos, Macau, Malaysia, New Zealand, Singapore, Thailand, Taiwan, Vietnam, Cook Islands, Fiji, Guam, Maldives, Marshall Islands, Micronesia, Mongolia, New Caledonia, Palau Islands, Papua New Guinea, Polynesia, Saipan, Samoa, Vanuatu, Wallis and Futuna Islands, Nepal, Bhutan, Sri Lanka, India, Bangladesh, Bahrain, Brunei, Qatar. Arabia, Algeria, Egypt, Emirates, Israel, Jordan, Kuwait, Lebanon, Oman, Palestinian Authority, Tunisia, Albania, Belarus, Bosnia, Iceland, Macedonia, Moldova, Russia, Turkey, Ukraine, Greenland, Faroe Islands. Afghanistan, Angola, Armenia, Azerbaijan, Benin, Botswana, Burkina Faso, Burundi, Cape Verde, Cameroon, Central African Republic, Chad, Congo, Ivory Coast, Djibouti, Eritrea, Ethiopia, Gabon, Gambia, Ghana, Guinea, Equatorial Guinea, Kazakhstan, Kenya, Kyrgyzstan, Lesotho, Liberia, Madagascar, Mali, Malawi, Mauritius, Mauritania, Mozambique, Namibia, Niger, Nigeria, Reunion Island, Rwanda, Senegal, Seychelles, Swaziland, Tanzania, Togo, Uganda, Uzbekistan, Zambia, Zimbabwe, Pakistan, South Africa, Yemen, Georgia, Syria.
– Shipping costs: €30 + VAT.
– Delivery: 1 week.
• Prices on the entire website appear with VAT, but for the Canary Islands they will be exempt.
• Canary Islands: These shipments will see their cost increase due to local taxes such as IGIC that will be borne by the buyer along with customs management costs. The best option on this occasion is to consult with us directly. Call us on 696 090 184 during office hours, we will be happy to assist you.
For now we do not ship to Ceuta and Melilla but we are working on it.
• Shipments outside the European Union may incur customs fees that vary depending on the country, and taxes are the responsibility of the customer.
• Shipments are made through the Seur courier and they send an email with the tracking number so that you can track your order. If you have any questions, you can write an email to tienda@colomerandsons.com
• The company in charge of international transport is TNT or DPD. For tracking your order, you can send an email to tienda@colomerandsons.com.
RETURNS FROM SPAIN AND INTERNATIONAL
We offer free returns on purchases over 80€ for orders placed in Spain.
Spain: Any new product can be returned at no cost to the customer within 14 calendar days after receiving it, provided that it has not been used and both its box and the product are in perfect condition. If this is not the case, the item will undergo depreciation, meaning that once the product is received, we will assess the cost of any damage caused by use, which will be deducted from the original price. Please get in touch with our customer service team to arrange the pickup and return of your product. If your purchase was less than €80, it will be the customer who has to send us the product they want to return, although if you want us to take care of the collection, the courier cost will be €6.61 plus VAT in Spain and €10 plus VAT for the European Union.
Outside Spain: for international customers outside Spain the shipping cost is at the customer’s expense and any customs charges incurred cannot be refunded.
Once we have received the product and verified that everything is in order, we will proceed with the refund in the same form of payment.
How do I return a product?
You have the right to withdraw from this contract within 14 calendar days without giving any reason. The withdrawal period will expire after 14 calendar days from the day you receive the order. To meet the withdrawal deadline, it is sufficient for the communication concerning your exercise of this right to be sent before the withdrawal period expires.
To return a product, it is necessary for you to contact us beforehand through one of these channels:
- By post by sending a letter to:
Colomer and Sons – Customer Service Department
C/ Alcalá, 117 Bajo Izquierda
28009 Madrid
- By email at tienda@colomerandsons.com
- You can use the withdrawal form model provided below. However, the use of this form is not obligatory as long as you provide us with the same information required.
- If you prefer, you can call us at +34 696 090 184 and we will assist you.
IMPORTANT:
- Returns will not be accepted outside the established period. If you have any doubts, we advise you to contact us before sending the item to avoid unnecessary expenses.
- Engraved or customized watches are not eligible for return.
If you decide to withdraw from the contract, we will refund all payments received from you, including delivery costs (except for any additional costs resulting from your choice of a delivery method other than the standard one offered by the company), without undue delay and, in any case, no later than 14 calendar days from the date on which we are informed of your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction unless you have expressly agreed otherwise; in any case, you will not incur any fees as a result of such reimbursement.
If the payment was made by credit card or PayPal, the refund will be credited back to your account automatically. However, if you purchased the product via bank transfer, you will need to provide us with an account where we can transfer the refund.
This warranty does not affect your rights as a consumer.
Exchange for another product:
If you have received the product and want to exchange it for another one, please contact us. Later, you just need to send it to the address we provide you with. Once received and checked by our technical service to ensure it’s in perfect condition (if the product is not in perfect condition, it will suffer depreciation), we will send you the new model chosen by courier to your address.
If there is a price difference, you will need to pay it through the various payment methods we offer, or we will provide you with a voucher for the remaining amount. This voucher has no expiration date.
Return a Gift:
We will be happy to assist you if you want to return a gift you have received, but we can only exchange it for another of the same value or offer you a coupon for the value of the one you received, provided that you return the item to us in perfect condition (in case the product is not in perfect condition, it will undergo depreciation) and with its original packaging to the address provided a little further above.
Procedure for complaints:
Colomer and Sons takes its customer relationships very seriously and invests considerable effort in ensuring that this is the case. We strive to respond to all emails within 24 hours. However, if you feel that sending an email is too impersonal for what you need to tell us, feel free to give us a call at +34 696 090 184. We’ll be happy to assist you.
Complaint forms
There are complaint forms available to the consumer (DECREE 152/2001 of September 13) at our Head Offices: Customer Service Department C/ Alcalá, 117 Ground Floor – Left Door. Post Code: 28009, Madrid, Spain.
EU Online Dispute Resolution Platform
We inform you that the consumer can resort to one of the European Commission’s Online Dispute Resolution entities, identified on the website https://webgate.ec.europa.eu/odr
Payment Methods:
To make things easier for you, we offer various payment methods. Feel free to use the one that suits you best.
• Credit card:
We accept Visa, Mastercard, and American Express cards.
• Apple Pay:
Simply pay with your iPhone, Apple Watch, iPad, or Mac.
• Google Pay:
Simply pay with your mobile or tablet.
• Paypal:
You will be redirected to the PayPal website. Pay the full amount or in 3 interest-free installments. You can pay with your credit card if you don’t have a PayPal account.
• Bizum:
Please enter your mobile phone number to proceed with the payment.
• Bank transfer:
The delivery time will depend on when you make the transfer. You have a maximum of 4 days to make the payment. Important: indicate the order number in the concept.
• Interest-free financing:
You only need your DNI or NIE and bank card to make the application.
See more information here.
THE PURCHASE PROCESS:
Browse and Select Products
Browse our website and search for the products we offer. In the top bar, you will see the menu, and you can click on them. Some will have a dropdown menu (1) with categories and subcategories. You can also use our search engine located at the top right of the page with a magnifying glass icon (2).
See product details
When you find something you like, simply click on the main photo to explore the product and view its details. Here, you can view the description of the features, photographs, and reviews from other customers. Below the short description, you can see a field where it says “Add an engraving to your watch” in case you want to personalize the watch by making a laser engraving (3) of a phrase, initials, name, etc. and with its corresponding price.
Product Image
If you click on “Add to Cart,” that product will be added directly to your cart. If you want to see more products, click on the main menu, and you can add the products you want.
Cart
To see what you’ve already added to your cart, you can click on the shopping cart icon at the top right, which shows the number of products you currently have. If you forgot something and want to add or see something else, click on “Continue shopping”.
Cart Name, Price & Quantity (4)
Following the product image, you have its name (clicking on the product will redirect you directly to the product page). Then you have the unit price excluding VAT and a dropdown menu with the quantity you want to purchase. If you want to add or remove units, select the quantity from the dropdown menu and click on “Update Cart”.
If you want to directly remove a product, click on the black cross to the left of each product, and it will be automatically updated.
If you have a discount code, enter it in the corresponding field labeled “Coupon code” and click on “Apply coupon”. If the code is valid, the promotion will be applied automatically.
To complete the purchase and be able to enter the shipping details, choose the payment method, etc., click on the “Go to shipping and payment” button (5).
Order as a guest, create an account, or log in if you are already a customer.
On this page, three options are displayed:
- If you are already a customer, you need to click on “Click here to access,” and it will ask for your email address and password. If you have forgotten your password, click on the appropriate place, write the email and you will receive an email so that you can change it (6).
- Make the purchase as a guest, providing the information only necessary to manage the order.
Remember that if you have a promotional code it is the last opportunity to put it in this order (7). - If you don’t have an account and want to create one, your next purchase will be faster, you will be able to see your order history, add another delivery address and change your password (8).
Now fill in the “Billing Details” fields that you will find a little below, if you want to ship to a different address than the billing address click on Ship to a different address? (9), enter the details and you can subscribe to the newsletter where you will be a VIP member and we send promotional codes, inform you of news, etc.
Complete Order
Here, review the order details to ensure everything is correct.
Select the payment method you prefer from all the options we have available.
Once you click on “COMPLETE ORDER”, you will receive a detailed email confirming your order and instructions on how to track it. If you have placed the order with a bank transfer, in the email you receive at the end of the purchase, it will indicate the account number where you have to make the payment.
If you have chosen the payment method financed with Pepper, at the end of the entire process in both Colomerandsons.com and Pepper, you will receive an email from each of them with all the details.
Check your junk or spam folder, in case the email has arrived there.
In case you have any questions or if you prefer us to take note of you personally, you can call 696 090 184 or write us an email to tienda@colomerandsons.com with your phone number saying that you want us to call you and we will be happy to do so.
Thank you very much for trusting us.
