FAQ ABOUT PAYMENT
Do the prices published on the Website include VAT?
Yes, all prices are VAT inclusive applicable in Peninsular Spain and the Balearic Islands. However, prices do not include shipping costs, which will be displayed on the Website before completion of the purchase so that you can authorise the payment knowing the full amount.
What payment methods can I use?
You can pay by credit and/or debit card (VISA, MASTERCARD, AMERICAN EXPRESS, JCB, DISCOVER, MAESTRO and DINERS CLUB INTERNATIONAL), or by PayPal.
Can I cancel the payment?
No. Cancelling a completed payment is not an option. But if you want your money back, you have the right to withdraw your order. You must submit a Withdrawal request for refund.
How can I get my purchase invoice?
You can get your purchase invoice attached to the confirmation email sent to the email address provided.
Consumers registered on MUNDANA’s Website can also view and/or download, at any time, invoices related to their orders and/or subscriptions through the menu of their User Profile > Invoices
Can I finance my purchase?
No, MUNDANA does not yet offer purchase payment by instalments and/or deferred payment. However, we are working to integrate these payment methods on our Website in a near future.
Can I get my Tax free refund?
No, but you do not have the need to do so. If you live outside the EU and you want to receive the order in your country, your purchase is considered an export which are considered exports and, therefore, exempt from VAT.
Is online shopping on your Website secure?
Our Website has an SSL (Secure Sockets Layer) Certificate which guarantees that online shopping is secure and safe from computer threats. SSL technology keeps the Internet connection secure and protects any sensitive information sent over the Internet to prevent others from reading or modifying the data being transferred, including personal information.
Can I shop online and pick up my purchase at MUNDANA’s store?
Yes, this way you save on the shipping costs. You must choose the Click&Collect shipping method before completing your purchase. You must wait until receiving a confirmation email on the availability to collect your purchase before coming to our store, as you will have to present it as proof.
How long do the offers last?
Offers on products appearing on the Website will be valid as long as they are shown on screen, and orders will be invoiced at the valid price when the order is placed.
FAQ ABOUT SHIPPING
Where do you deliver?
MUNDANA provides shipping & delivery to the following locations: Andorra, Austria, Belgium, France, Germany, Italy, Luxembourg, the Netherlands, Portugal, Spain, and the United Kingdom.
When will my order arrive?
If the products ordered are available in stock, orders are shipped within 24 hours. Once the order leaves our store, you will receive a confirmation email. From that moment, the delivery time depends on the destiny location:
- Peninsular Spain and Majorca: up to 24 hours.
- Andorra, Menorca, Ibiza, Gran Canaria, Portugal, Tenerife, Ceuta, Melilla, and Gibraltar: up to 48 hours.
- Lanzarote, Fuerteventura, La Palma, La Gomera, and El Hierro: up to 72 hours
- Austria, Belgium, France, Germany, Italy, Luxembourg, the Netherlands, and the United Kingdom: up to 96 hours.
No deliveries are made on Saturdays, Sundays or on public holidays of each specific destiny.
How much do shipping cost?
Shipping costs vary depending on the destiny:
- Peninsular Spain: 7 euros
- Andorra, Balearic Islands, and Portugal: 12 euros
- Canary Islands, Ceuta, Melilla, and Gibraltar: 20 euros
- Austria, Belgium, France, Germany, Italy, Luxembourg, the Netherlands, and the United Kingdom: 30 euros.
Do the shipping costs include VAT?
The shipping costs include VAT, except for orders to be delivered to Andorra, the Canary Islands, Ceuta, Melilla, Gibraltar, and the United Kingdom, which are considered exports and are therefore exempt from VAT.
Are customs taxes and duties included in the shipping costs?
No. MUNDANA is not responsible for any costs related to customs duties and the corresponding taxes and duties on shipments to Andorra, the Canary Islands, Ceuta, Melilla, Gibraltar, and the United Kingdom. These costs are to be borne by the consumer.
FAQ ABOUT WITHDRAWAL
Is it possible to make returns & exchanges?
Yes, except for the following items that has not right of withdrawal: Food & beverages, Underwear (including Swimwear), and Personalised products, unless they are faulty or defective.
How long is the withdrawal period?
You have the right to withdrawal from your order within 14 days, without having to state the reason for your decision.
How can I exercise my right of withdrawal?
You must fill in the form available at Customer Service > Withdrawal Form and send it by email to [email protected] before the end of the withdrawal period. Once we receive your request, we will contact you with the next steps.
Who pays the shipping fees?
The European Directive on consumer rights establishes that the consumer may have to pay the return shipping costs in case of withdrawal. In turn, the seller is obliged to reimburse you for the full amount you have paid, including standard delivery charges.
At MUNDANA, in order to simplify the return, we can arrange for the collection of the products by our means, free of charge. In compensation, we will just reimburse you for the amount corresponding to the price of goods. In the end, you will only pay for the shipping costs once.
What do I proceed if the goods are broken or damaged during shipping?
If the goods arrive at your destination broken or damaged, please take photos of the following: 1) outer packaging, 2) inner protective material, 3) damaged good(s), and 4) shipping agency label. If you have any doubts about the integrity of the packaging or if it appears visibly damaged (open, broken, dented, etc.), please let it know to the deliverer and write it on the acknowledge receipt of your order.
In any case, you must fill in the form that you will find in Customer Service > Cancellation Form and send it by email to [email protected] within the next 24 hours, along with the photos. Always keep the original packaging, too. Once we receive your complaint, we will contact you to inform you of the next steps.
How can I check my orders and/or complaints status?
If you are registered on the MUNDANA Website, the information about your orders and/or follow up on your complaints is available whenever you wish, through the User Profile menu. There you can check your Quotations, Sales Orders, Invoices and Claims.