Shipping terms and conditions
1. Delivery Address
Orders placed through www.sargadelos.com will be delivered to the address provided by the customer during the checkout process.
The customer is responsible for providing a complete, accurate and accessible delivery address, together with a valid telephone number and email address.
SARGADELOS shall not be responsible for delays, additional costs or inability to deliver resulting from incorrect or incomplete information provided by the customer.
Deliveries cannot be made to P.O. boxes where the carrier requires a physical address.
2. Preparation and Delivery Times
Delivery times indicated during the purchasing process are estimates and may vary depending on the destination, product availability and carrier.
For products available in stock, the usual transit time within mainland Spain is approximately 1 to 2 business days from dispatch.
Personalised products available for purchase through the online store have an estimated delivery time of 10 to 20 business days.
Made-to-order products, products subject to special production or products not available at the time the order is placed may require longer lead times. In such cases, SARGADELOS will inform the customer of the estimated delivery period.
Standard home deliveries are not usually made on Saturdays, Sundays or public holidays, unless the carrier expressly offers such a service.
International delivery times are also estimates and may be affected by customs procedures, inspections, administrative requirements or other circumstances beyond the control of SARGADELOS.
3. Shipping Costs
Shipping costs depend on the destination and the final characteristics of the order.
The applicable amount is calculated automatically during checkout and shown to the customer before the order is confirmed and paid.
Where free shipping is offered for certain destinations or promotions, this will be clearly indicated during the purchasing process.
Shipping rates, promotions and conditions may be amended, and the conditions displayed to the customer before completing the order shall always apply.
4. Shipments to Spain and the European Union
Orders shipped to Spain or other countries within the European Union will be delivered through the carriers selected by SARGADELOS.
Shipping costs will be displayed during checkout before the order is confirmed.
Delivery times may vary depending on the country and destination area.
5. Shipments Outside the European Union
Orders shipped to countries or territories outside the European Union are subject to the customs procedures and import regulations of the destination country.
Unless expressly stated otherwise during checkout, the amount paid to SARGADELOS and the shipping costs DO NOT include customs duties, import duties, taxes, customs fees, clearance charges or administrative fees that may be imposed in the destination country.
Where applicable, these amounts must be paid by the customer or recipient directly to the relevant authority, carrier or customs broker.
The carrier or customs authorities may contact the recipient directly before delivery in order to request:
- Payment of customs duties, taxes or fees.
- Additional documentation.
- Tax or identification information.
- Information required to complete import clearance.
SARGADELOS does not determine or control these charges and cannot provide their exact amount in advance, as they depend on the laws of the destination country, the value of the order, the tariff classification of the products and other circumstances applicable to the import.
Before placing an international order, customers are advised to check the import requirements and any potential charges applicable in their country.
6. IMPORTANT: Shop and Shop Pay for International Orders
When customers use Shop, Shop Pay or other services integrated into Shopify, the platform may calculate or collect certain taxes or charges during checkout.
Payment of taxes through Shop or Shop Pay does not necessarily mean that customs duties, import tariffs, customs clearance fees or administrative charges that may subsequently be required in the destination country have been included or paid.
As a result, for orders shipped outside the European Union, the customer may be required to make an additional payment to the carrier or customs authorities before receiving the order, even if taxes have already been paid during checkout through Shop or Shop Pay.
Any such additional charges are the responsibility of the recipient.
7. Refusal to Pay Customs Duties or Complete Customs Clearance
A refusal by the customer or recipient to pay customs duties, taxes, fees, clearance charges or other amounts required at destination shall not be considered an incident attributable to SARGADELOS.
If the recipient:
- Refuses the shipment.
- Fails to respond to requests from the carrier or customs authorities.
- Fails to provide the required documentation.
- Fails to pay the amounts required to complete the import process.
and the parcel is consequently returned to SARGADELOS, the costs actually incurred for return transportation, storage, customs clearance, administration and any other directly related costs may, to the extent permitted by applicable law, be deducted from the amount to be refunded.
In certain countries or circumstances, the authorities or carrier may not allow the goods to be returned to the sender. In such cases, SARGADELOS will inform the customer of the applicable circumstances and consequences.
8. Customs Delays
Delivery times indicated for international shipments do not include possible delays caused by customs clearance.
SARGADELOS shall not be responsible for delays resulting exclusively from:
- Customs inspections or controls.
- Actions by authorities in the destination country.
- Missing documentation from the recipient.
- Non-payment of customs duties or taxes.
- Delays in import clearance by the carrier or customs broker.
Where necessary, SARGADELOS will cooperate by providing the commercial documentation relating to the order that is available to it.
9. Order Tracking and Delivery
Once an order has been dispatched, delivery will be carried out by the relevant carrier.
Where the service allows, the customer will receive information enabling them to track the shipment.
The carrier may contact the recipient by telephone, email or SMS to arrange delivery or request additional information.
Where an order cannot be delivered due to repeated absence of the recipient, an incorrect address, lack of response or any other circumstance attributable to the customer, additional transport or return costs may arise.
10. Products Damaged During Transport
All orders are prepared with particular care due to the delicate nature of porcelain and ceramic products.
If a product arrives broken or shows damage apparently caused during transport, the customer should contact SARGADELOS as soon as possible at:
To help us process the claim, the customer should provide the order number and photographs of the damaged product and, where reasonably necessary, of the outer and inner packaging.
We recommend reporting any transport damage within 48 hours of receiving the order, as this facilitates the claim process with the carrier.
This recommendation does not limit any statutory rights available to the consumer.
Once the incident has been verified, SARGADELOS will arrange the appropriate solution in accordance with the circumstances of the order and applicable law.
11. Undelivered Orders
If the tracking information shows an incident, unusual delay or inability to deliver, the customer may contact our Customer Service department.
SARGADELOS will make the appropriate enquiries with the carrier in order to determine the status of the shipment.
12. Customer Service
For any questions relating to the shipment or delivery of an order:
PORCELANA DE SARGADELOS S.L.
Telephone: +34 982 557 841
Email: tonline@sargadelos.com
Customer service hours: Monday to Friday on business days.
For the general conditions governing purchases, returns, withdrawal rights and international orders, please refer to the Terms and Conditions of Sale and Returns Policy available at www.sargadelos.com.