What is the minimum order?

The minimum order is 6€ VAT incl. 

 

What are the shipping costs?

Spanish Peninsula and Portugal (except islands): free for orders over 30€ VAT incl.

For orders under 30€ VAT incl. Shipping costs to the Peninsula and Portugal will be 3.95€ VAT incl. except for those orders that for the FIRST TIME include a product from the "Try it" category. This makes it easy for customers to test our product without making a high outlay. For those customers that this promotion is applicable to, the shipping costs will be automatically deducted from their cart once they have entered their shipping address.

Shipping costs are free to the Balearic Islands for orders over 50€ VAT incl. The shipping cost to the Balearic Islands for orders of less than 50€ VAT incl. is 3.95€.

Shipping cost to the Canary Islands, Ceuta and Melilla is 5.95€.

For shipments made to the Canary Islands, VAT will not be charged and the customer must pay the corresponding Canarian taxes (IGIC 3% and AIEM 5% on the total order) upon receipt of the order, together with the DUA of departure (between 12 and 20 euros).

For shipments made to Ceuta and Melilla, VAT will not be charged and the client must pay the corresponding Ceuta taxes (3% on the amount of the products, + 2.5% tariffs) together with the DUA of departure. (approximately 17 euros).

EUROPE:

Shipments to Germany, France (except islands *), Italy (except islands *), Luxembourg, Belgium, the Netherlands, Denmark, the Czech Republic and Austria have a shipping cost of 5.95€ for orders of less than 59€ VAT incl. And they will be free for orders of more than 59€ VAT incl.

* Shipments to Sardinia, Corsica, Sicily, Calabria will have a shipping cost of 8.95€ up to 5Kg, 10.95€ from 5kg to 10kg, and 12.95€ from 10kg to 20kg.

Shipments to Slovenia, Slovakia and Poland have a shipping cost of 9.95€ for orders of less than 59€ VAT incl. And they will be free for orders of more than 59€ VAT incl.

Shipments to Romania have a shipping cost of 19.90€.

 

What areas do you deliver to?

We ship orders all over Spain, Portugal (except islands), France, Germany, Italy, Luxembourg, Belgium, Austria, the Netherlands, Denmark, Slovenia, Slovakia, Poland, the Czech Republic and Romania.


What is the delivery period?

The delivery time for orders to be delivered in Spain and Portugal is 48 to 72 hours after order confirmation. In the case of the Canary Islands, Ceuta and Melilla, the usual delivery time is 5 to 7 working days.

The delivery time for orders to be delivered outside of Spain is 4 to 5 working days after the order has been confirmed, except for Romania whose delivery time is 8-12 working days.

 

How are the products shipped?

To ensure your complete satisfaction we only use specialised companies. Your order will be appropriately packed before shipment to ensure it arrives in perfect condition.

 

Are all the products available?

In principle, all the products in our shop are available. Nevertheless, please bear in mind that our stock can sometimes run out. In the event that a product is out of stock at the time of placing your order and we have not been able to update this information in the store, we will contact you immediately to propose a similar product or refund the corresponding amount in the way you deem appropriate.

 

Can I send my order to someone as a gift?

We can send the gift to your address or directly to the address of the person receiving the gift.

 

Where are your products sent from?

All our products are shipped from our head office located in Vizmalo (Burgos) Spain.


Can I choose a delivery time?

No, unfortunately this depends on the shipping company. Nevertheless, this is not a cause for concern, the driver will get in touch with you and offer you the best option for delivery.


What is the delivery schedule?

The driver will contact you if you are not at the address indicated in the order to set up a delivery time.


What happens if I am not there when the order arrives?

In the event the driver attempts to deliver the package and nobody is home, they will either call you or leave a notification to show that they tried to deliver the package. Please contact the shipping company as soon as possible by calling the telephone number that appears on the notification to arrange another delivery. Should you have any problem, please remember that you can contact us at info@altudog.com

 

What happens if the product is damaged when it arrives?

If one or more of the products has been damaged during shipment, please inform the delivery company when the package is handed over to you. We will then replace the damaged item or refund the amount you paid for this product.

Should this occur please contact us by sending an e-mail to info@altudog.com or by calling 9+34 682 913 792 within no more than 7 calendar days after the day the product was delivered clearly stating the problem or the reason you wish to return this. Please remember that if you want to return a product or have one replaced, it is essential you contact us beforehand. No changes or returns will be accepted, if we have not been informed about this previously.

It is important you check the condition of the items you purchased the moment they are delivered to you. If you notice any damage presumably caused during shipment, make a note of this on the delivery form when signing this

 

What happens if the contents of the package are not correct?

Wow! First of all, we are very sorry! If one or more products received do not correspond to your order, we will send you the correct products or we will refund the corresponding amount. In this case, we will take care of all the extra transport costs that may arise, provided that the product has not been used, altered or manipulated.

To do this, contact us by email at info@altudog.com or by phone +34 682 913 792 within a maximum period of 7 calendar days from receipt of the order, clearly indicating the problem or the reason for the return. We will not accept any exchange or return if we have not previously received notification.

 

What happens if I want to return an order? 

RIGHT OF WITHDRAWAL AND EXCHANGE OF PRODUCTS

Right of withdrawal: The Customer has the right to terminate this contract within fourteen (14) days from receipt of the order without justification.

The withdrawal period expires fourteen (14) days after the Customer or a third party designated by the Customer, other than the carrier, has acquired physical possession of the products, or in the event that the Customer's order consists of various products delivered. separately, fourteen (14) calendar days after the Customer or a third party designated by the Customer, other than the carrier, has acquired physical possession of the last of these products.

Notes. The Client can exercise the right of withdrawal by notifying Altudof at the address: Finca Santa Rosalia sn 09117 Vizmalo (Burgos), Spain, at the telephone number: +34 682 913 792, informing us of his decision to withdraw from the contract by an unequivocal statement . You can complete and send us electronically the model withdrawal form that is attached to these Terms and Conditions, although its use is not mandatory, or make any other unequivocal statement by email to the following address: info@altudog.com or by accessing the "Contact" section of the website. If you use this option, we will inform you without delay in an average period (for example, by email) of the receipt.

To comply with the withdrawal period, it is sufficient that the notification of the exercise of this right is sent before the withdrawal period expires.

Consequences of withdrawal. In the event of retraction by the Customer, we will refund all payments received from you (with the exception of shipping costs) without undue delay and, in any case, no later than 14 calendar days from the date on which We will be informed of your decision to terminate this contract. We will refund you using the same payment method that you used for the original transaction. You will not have any charges as a result of the refund. Notwithstanding the foregoing, we may withhold the refund until we have received the products, or until you have provided proof of return for the products, whichever comes first.

The Client must return the Products to Altudog SLU at Finca Santa Rosalia SN, 09117 Vizmalo (Burgos), Spain, without undue delay and, in any case, no later than 14 calendar days from the date on which they will inform us of their decision. to terminate the contract. The period will be considered expired if the products are returned before the period expires.

The Client will pay the direct costs of returning the goods and the Client alone is responsible for any reduction in the value of the goods that results from the handling other than that necessary to determine the nature, characteristics and operation of the goods.

How to return the product. To make a correct return of the products, it will be necessary to follow the following guidelines:

a) Products must be returned in their original packaging. If this is not possible, use a box of the same quality.

b) The Products must not have been used in such a way that their value is reduced or altered.

c) The Products must be accompanied by the delivery note with the reason for the return written by hand for a correct and rapid management of the return.

d) Upon arrival at our warehouse, the status of the Products will be evaluated. If they do not meet the standards and return conditions and their condition is not correct, we reserve the right to pay a lower amount for damaged products.

Products excluded from the right of withdrawal. Food products, beverages, cleaning products and personal hygiene are excluded from the right of withdrawal. It will also be excluded:

a) Personalized goods.

b) Goods that can deteriorate or expire quickly.

c) Sealed products that are not suitable for return for reasons of health or hygiene protection and that have been opened after delivery.

 

 

 

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