1.1) How can I reach you?
You can reach us by calling our hotline, via WhatsApp and/or Telegram Messenger or via e-mail at firstname.lastname@example.org. We will be happy to answer any questions that you may have about our products.
2.1) What are my payment options?
We accept credit and debit cards, PayPal, Bitcoins, purchase on account and cash on delivery.
With the "purchase on account" option you will receive the bill via e-mail with the shipping confirmation.
2.2) Is it safe to purchase by credit or debit card?
Your credit or debit card information will be handled by us with utmost confidentiality and care. Your card details will not be saved in our system. They will be transferred in encrypted form to our Payment Service Provider STRIPE, which is certified by the PCI-DSS Standard as Level 1, i.e. the highest level of security. PCI-DSS stands for "Payment Card Industry Data Security Standard" and is based on the Security Programs Visa AIS (Account Information Security) and MasterCard SDP (Site Data Protection) security programmes. These programmes are security measures which are, to some extent, extremely complex and costly. They are required by the credit card companies for the protection of data security and must be checked at regular intervals.
2.3) Is there a minimum order?
No, there isn't. You can order from our online store without having to spend a minimum amount, except if you would like to save on the shipping costs. In this case you would have to buy goods to the value of at least 75.00€ if ordering from Gran Canaria, Lanzarote or Fuerteventura.
2.4) What happens if I forget my password?
If you forget your password, go to the log in page and click on the link “Forgot Your Password?” A new password will be sent to your e-mail address.
2.5) How can I edit or change my username, my name, my e-mail address and my billing/delivery address?
You can edit or change your personal information at any time by logging in and clicking on the menu item “My Account”.
3) SHIPPING AND DELIVERY:
3.1) What does “discreet packaging” mean?
Your order will be packed in a white cardboard box and sent absolutely discreetly and neutrally. The sender information will also be neutral and won't show that you have ordered goods from www.scandalscanarias.com.
3.2) How much are the shipping costs?
Within the islands of Gran Canaria, Lanzarote and Fuerteventura the shipping costs 7.95€. For orders of 75€ or more, delivery to the above-mentioned islands is free. You have the option of express delivery within Gran Canaria from Monday to Saturday from 9 a.m to 6 p.m. For this service, a minimum order of 60.00€ is required and the delivery costs 40.00€.
3.3) How can I find out whether you have received my order?
After you place a binding order, you will receive a confirmation e-mail from us. Registered customers can also check the status of their order any time by logging on to www.scandalscanarias.com and clicking on the menu item “My Orders”.
3.4) Can I change my order after having placed it?
After you have placed a binding order it is not possible to change it. In exceptional cases, please contact our customer service staff by sending an e-mail to email@example.com.
3.5) Can I add items to my existing orders?
No, it is unfortunately not possible. For technical reasons, we cannot add any items to an order after it has been placed.
3.6) Can I cancel my order?
As long as your order has not yet been shipped, you can cancel it free of charge by sending an e-mail to firstname.lastname@example.org.
3.7) Is it possible to ship my order to a different address?
Yes, it's possible. From 2015 we will offer our customers on Gran Canaria and on Lanzarote the option of having their order sent to either one of our stores and picking it up there. This isn't possible for deliveries of purchases on account. Just enter Scandals Canarias SLU and the address of our store in the “Address” field.
3.8) How can I find out whether my order has been dispatched?
As soon as your order leaves our warehouse and is on its way to you, you will be notified by e-mail.
3.9) What happens if the delivery company doesn’t find me?
If our carrier doesn't find you at the delivery address and can't deliver your order to another person that you have authorised to receive your package either, you will receive a notice of intention to deliver. In order to help our carrier find you, it's important that you indicate whether you are reachable in the morning or in the afternoon, and whether you have authorised a neighbour to receive the delivery in your place.
3.10) How can I track my order?
Our e-mail notification that your order has been shipped will include a tracking number. You can track your order with this number at any time.
3.11) Which countries do you ship to?
We ship to all of Europe; however, the delivery service within 24/48 hours is valid only for the Canary Islands.
3.12) My package has been lost – what now?
In the unlikely case that your order doesn’t reach you, please contact our customer service staff by e-mail immediately. We will solve the problem as quickly as possible.
4.1) How can I return my order?
In the event that you would like to return your order, please stick the label that comes with the order on the box. This way, you won't have to pay any shipping costs. If you have any questions, you can reach us via WhatsApp and via e-mail at email@example.com from 9:30 a.m to 6:30 p.m.
4.2) Where should I send the items that I would like to return?
Please, send your package to:
Scandals Canarias SLU
C/ Yunque 28
35118 Poli. Ind. de Arinaga
Gran Canaria, Spain
4.3) How can I exchange one or more items?
Unfortunately, it's not possible to exchange items. If you wish to have the item that you ordered in another size or colour, just place a new order on our website. You can then send the delivered item back to us with the reurn label that comes with your order. A refund of the purchase price is, however, unfortunately not possible.
4.4) Hygiene seal?
All hygienic products are protected by a hygiene seal. If this seal is damaged, this will render the product nonreturnable and nonexchangeable.
4.5) Up to what point can I return the item(s) that I have ordered?
You may return items within 14 days of receiving your order. All information on the subject of cancellation can be found in our general Terms and Conditions.
4.6) How will I receive my money back after I return one or more items?
After checking the product(s) that you have returned, we will immediately refund you the corresponding amount of the order value. The method of refund will be the same as the payment method that you used to purchase the product(s).
All information about privacy can be found in our data privacy statement in our general Terms and Conditions.