Frequently asked questions
Exchanges and returns
1. Can I return a product if I’m not satisfied?
Yes. If you are not satisfied with your purchase, you may request a refund within 14 calendar days of receipt, provided the product is in perfect condition and does not fall under any of the legal exceptions.
2. How do I process a return?
To start the process, send an email to atencionclienteweb@picart.es, stating your order number and full name. Please note that you will be responsible for the return postage costs.
3. When will I receive my refund?
Once we have received and checked the product, we will process your refund within 30 days. Please note that if you wish to keep part of the order, we will not refund the delivery charges. The amount will be refunded via the same payment method used. Return postage costs are non-refundable.
4. Which products are non-returnable?
We do not accept returns of:
- Items that have been unsealed
- If notice of withdrawal is given more than 14 calendar days after receipt of the product.
5. What should I do if the product arrives faulty?
– In the event of damage during transit, please contact us by email atencionclienteweb@picart.es within 24 hours of delivery, including photos of the defect and your order number.
– If the product is faulty, please contact us by email atencionclienteweb@picart.es within 14 calendar days of receiving the product, including photos of the defect, order number, expiry date and batch number.
6. How are returns for defective products processed?
Once we have approved the return, we will arrange for the item to be collected from the address provided. We will inspect the product and confirm whether a refund is due within a maximum of 30 days.
Shipping
1. Where do we deliver to?
We deliver orders within Spain. We do not deliver to the Balearic Islands, the Canary Islands, Ceuta or Melilla.
2. What are the delivery charges?
Delivery is free for orders over €35. For orders below this amount, the cost indicated during the purchasing process will apply.
3. How long does delivery take?
The estimated delivery time is 48 to 72 working hours from the time the order is confirmed. During busy periods, there may be delays; we will let you know by email or phone if this happens.
4. How can I track my order?
You will receive an email when your order leaves the warehouse.
5. What happens if a product is out of stock?
If the item is out of stock, we will contact you to arrange a refund.
6. How do I contact customer services?
Payment methods
1. What payment methods do we accept?
- Credit or debit card
- Bizum
2. Do the prices include VAT?
Yes, all prices include the applicable VAT.
3. How do I make the payment?
You will be redirected to the secure platform for your chosen payment method. Both options feature SSL encryption to ensure security.
4. Can I receive the invoice in digital format?
You can request the invoice by email atencionclienteweb@picart.es, stating your full name and order number.