Is it safe to buy on our website?
Online shopping can create insecurity when you don’t know the company you are purchasing from, but this doesn’t have to be a problem when shopping with Shopdutyfree. You can view our customer reviews at the following link:
https://www.opiniones-verificadas.com/opiniones-clientes/shopdutyfree.es
We are a Spanish e-commerce company that prioritizes transparency and the care of transactions; it’s very important for us to maintain trust with our customers.
The value of the shipments is 100% guaranteed. Additionally, in case of any issue, we provide various resolution options, such as cancellation and full refund without conditions, product return within 30 days without any apparent reason or a 10-day trial period.
Is the product purchased from ShopDutyFree original?
Shopdutyfree sells original products that come with a 3-year warranty, where the first year is covered by Apple, and the remaining two years by us. Additionally, Shopdutyfree offers a 30-day quality guarantee.
What are the shipping costs and estimated delivery time?
We offer express shipping with delivery in 48-72 business hours and standard shipping within 4-5 business days. Express shipping has an additional cost of 13.90€. Standard shipping is free for orders over 150€, and costs 8.29€ for orders under this amount.
What are refurbished products?
Refurbished products are items returned by customers without defects or damage. The manufacturer takes care of reconditioning the device and repackaging it in its original box.
Additionally, refurbished devices are sold at a minimum of 10% off the original price.
What does it mean to reserve a product?
Shopdutyfree allows you to purchase on backorder, meaning the estimated delivery date depends on the manufacturer’s stock availability, which can vary between 30 to 60 days.
If you no longer wish to wait for your order, you may cancel it or change models, as long as it is still in the "Order Communicated" status. Otherwise, you will need to wait for the delivery to make a return at no cost.
We do not 100% guarantee the delivery of backordered products on the indicated dates.
What is a custom product?
Custom products are devices with specifications that are not available in standard models. For example, a standard Macbook Air 512GB 8GB could be configured to have 16GB or more of internal storage instead of 8GB. You can also choose the type of charging cable you prefer: 30W, 37W, or 67W, among others.
Custom products, unlike standard equipment, cannot be canceled or returned once the order is confirmed.
Custom products can only be returned if they present a manufacturing defect. In this case, you will have 10 days from the day you receive your order to return it.
The warranty, like standardized products, includes a 3-year guarantee.
Can I cancel my order for a custom-made product?
Unfortunately, orders for custom-made products cannot be canceled once the order has been processed. This is because these products are specifically created according to your preferences and needs, making cancellation difficult once the manufacturing process has begun.
Can I request a refund or return for a custom-made product?
Since custom-made products are personalized to meet your individual requirements, we cannot accept returns or offer refunds unless the product presents manufacturing defects or was damaged during shipping. If your product has quality issues, please contact us within 7 days of receiving the product so we can review your case and take appropriate action.
My custom-made product arrived damaged or defective, what should I do?
If your custom-made product arrived in poor condition due to manufacturing defects or damage during shipping, please contact us immediately. Provide clear photographs of the damaged or defective product, along with a detailed description of the issue. We will get in touch with you to resolve the situation and find the best possible solution.
Can I make changes to my custom order after placing it?
Once you’ve placed your order for a custom-made product, it’s important to carefully review all details before confirming. After the order has been processed, it’s unlikely we will be able to make changes to the design or specifications of the product.
Yes, we offer a warranty on our custom-made products against manufacturing defects. If you experience quality issues with your product, please contact us upon receipt of the product so we can evaluate and address the situation according to our warranty policies.
What is the warranty for products purchased at ShopDutyFree?
The products are covered by a 2-year legal warranty for purchases made before January 1, 2022, and a 3-year warranty for those made after that date, in accordance with Spanish legislation.
If you want to know how to manage your warranty in case of a malfunction, click here.
Do you offer a trial period?
At Shopdutyfree, we offer you a 10-day trial with no commitment. If you are not satisfied, you can make your return within this time period, and we will refund the full purchase amount, as long as the product has not been damaged by the customer.
How can I download the purchase invoice?
You can download your invoice in the "order history" section of your customer account.
Please note that the issued invoices are only addressed to individuals.
If you paid with cryptocurrency, the invoice amount will only be in euros.
Do you have a physical store?
Shopdutyfree does not have a physical store; we are 100% e-commerce. However, we offer the option to pick up your order from our office in Barcelona or the municipality of Illescas, Toledo. We prepare your order within 24 to 48 business hours. Once your order is ready, you will receive an email notification indicating that you can pick up your order.
Order collection at our offices depends on current health measures, so we advise you to check with our team regarding the current health regulations.
How can I purchase from ShopDutyFree?
The purchasing process in our online store is very simple. You must select the products you are interested in, add them to your cart, review and complete the purchase, select the payment method, confirm the order, and finally accept the terms and conditions of purchase.
We explain everything in the following video.
What payment methods do you offer?
Shopdutyfree offers more than 7 different payment methods, from the most conventional to the most innovative. Here’s a brief explanation:
Pay with Visa or MasterCard credit or debit cards in the most convenient and secure way, as Shopdutyfree complies with the General Data Protection Regulation (GDPR (EU 2016/679).
Deferred payment with Aplazame. You can pay for your device in installments that best suit your needs.
Payment with Bizum. Pay for your purchases quickly and easily with just one click.
Payment with Cryptocurrencies. Shopdutyfree is one of the first companies to facilitate Bitcoin payments, and now we take it a step further by offering payment with Ethereum, Tether, Bitcoin Cash, USD Coin, and Litecoin. Payment with cryptocurrency involves a transaction fee, which is indicated at the time of payment. We advise you to read the section How to buy with cryptocurrencies? for more information.
Learn more about payment methods.
How to pay with cryptocurrencies?
Once you’ve finished loading your cart, proceed to checkout and select the "pay with cryptocurrency" option. First, make sure that the transaction amount equals the order price plus the transaction fee that you need to add yourself. If the amount is incorrect, it will result in a purchase error; feel free to contact us at any time.
Shopdutyfree makes it easy to pay with cryptocurrency since we handle the conversion from cryptocurrency to euros. For this reason, in the case of a refund, it will be made through a bank account in euros (only Eurozone and SEPA banks).
Likewise, on the invoice corresponding to your purchase, the paid amount will be in euros.
I made a purchase but haven't received any notification, and it doesn't appear in my customer account.
If you made a purchase and haven't received a notification or the order doesn't appear in your Shopdutyfree account, don’t worry. Payments are recorded in the payment gateway history, and the issue may be related to cookies or website synchronization timing.
If after deleting your cookies the order still doesn't appear in your account, please contact us through your customer account or the contact form on our website, providing details of the situation, the purchase amount, and the product purchased. We will respond within 24 business hours and manually create your order.
I paid with cryptocurrency but haven't received a notification and it doesn't appear in my account.
If you made a purchase with cryptocurrency and haven't received a notification or it doesn't appear in your Shopdutyfree account, don’t worry. This can happen for various reasons, such as a delay in the transaction time or an incorrect payment amount.
The most common issue is an incorrect payment amount because when paying with cryptocurrency, you must pay the order amount plus the transaction fee. Ensure that the transaction amount equals the product price plus the fee.
To resolve this issue, please contact us through your customer account or the contact form, providing details of the issue and attaching a screenshot of the transaction from your crypto wallet or exchange. We will respond within 24 hours.
When will I receive my product?
You can check your order delivery in two simple steps:
- Log into your customer account and click on “Order History and Details”.
- Click on “Details” for the order you wish to check. Here you can find all order details including the "estimated delivery."
Remember that 24 hours before the scheduled delivery date, you will receive a link and tracking number from the courier company.
If you choose to collect the order from the Barcelona or Illescas office, you will receive an email notification indicating the collection date.
Order receipt.
Once you receive the order, we advise you to check the package for any signs of dents or damage. If you find any anomalies, immediately notify Customer Service and take photos of the box and shipping label. You have 7 days to report any issues to our team.
How can I track the delivery of my order?
You will receive all tracking details via email 24 hours before you receive your order.
I received the tracking number, but there is no shipment on the courier's website.
If you receive the tracking number and link but the shipment does not appear on the courier’s website, please follow these instructions:
If, for example, you receive the tracking number around midday, check the courier's website after midnight at 00:00 the following day.
Remember that we do not offer weekend service, so orders that leave our logistics center on Saturday, Sunday, or holidays will be delivered to the courier on the next business day.
How can I receive discounts and promotional offers?
To receive information about our discounts and promotional offers, simply sign up for our Newsletter. You can do this when registering on our website by opting in, or through your customer account under "Newsletter Settings."
You can also check out our seasonal offers and Outlet and clearance products on our website.
How to Return a Product?
Returns can be made in a few simple steps through your customer account at no cost. (Watch Video)
Log into your customer account, select the order you wish to return, and click on “Return Request.” Within 24 to 48 business hours, you will receive authorization for the return (RMA).
Remove any theft or loss locks and reset the device. If you do not follow these steps, the device will become unusable.
Carefully package the product and include a copy of the RMA inside the box, attach the provided label, and call the courier to schedule the pickup.
Once we receive the package in our warehouse, we will inspect the device and assess its condition before processing the return. This process may take between 20 and 25 days.
*You have 30 days from the order creation date to make a return at no cost; and if you want to try it and are not satisfied, you can return it within 10 days.
If you made a purchase with cryptocurrency, please provide your bank account details and/or IBAN and account holder’s name for processing the refund. Remember that the refund is made only in euros. For more information, please refer to the section “How to Pay with Cryptocurrencies.”
Why Should I Reset and Remove the Loss or Theft Lock on the Device When Requesting a Return?
If you are not satisfied with your order and wish to return it, please remember that you must remove the loss or theft lock from the device and reset it, as the device will be prepared for resale.
How Can I Reset an Apple Device?
First, disable the “Find My Device” option on iCloud, sign out of your Apple ID on the device, and finally reset the device to factory settings.
How to Cancel My Order?
You can only cancel an order if its status is "Order Confirmed."
If you wish to cancel your order, simply request it through your customer account in the section "Order History"; "Details." Alternatively, you can use the contact platform available at www.shopdutyfree.es, located at the top right corner.
Once the cancellation is processed, the full amount will be refunded within 24 to 28 hours.
Please note that we do not guarantee cancellation of your order if it is in the "logistics," "preparation," "in transit," or similar statuses. If this is the case, you may return it at no cost within the established period; for more information, please refer to the “Returns” section in the FAQs.
When Will I Receive My Refund?
If you are waiting for a refund due to order cancellation, once processed, the refund will be effective within 24-48 business hours, depending on the bank. If you made the purchase using Aplázame, we will cancel it, and they will handle the corresponding refund. If you paid with Apple Pay or Google Pay, your money may be credited to your account within 5 to 10 business days.
If you paid with cryptocurrency, the refund will be issued in euros and sent to your bank account (only for Eurozone and via SEPA).
For a refund due to a product return, you will be refunded once we have received the product in our warehouse and verified its condition. This process may take between 20 and 25 business days from the time of receipt; you will be notified if the return is approved, and the refund will be processed accordingly.
Cash on Delivery
You can place an order cash on delivery if you select the pickup option at our offices in Barcelona or Illescas while presenting your identification. Please note that picking up from the office or warehouse incurs an additional cost.
How Can I Contact ShopDutyFree?
You can contact us through the contact form provided on our website, via the online chat, or by phone at: 931 710 480.
How to File a Complaint?
To make a complaint, please contact us through the contact form or your customer account, stating the reasons for your complaint. You will receive a response within 24 to 48 hours.
Why Are Prices So Low Compared to Other Websites?
Thanks to our purchasing volume and discounts offered by our suppliers, we can provide you with the best market deals.
Do You Offer Tax-Free Services?
We do not offer such services.
What Is Our Situation Regarding COVID-19?
As you know, we are in an exceptional situation that we have never faced before, and following the analysis of the Royal Decree declaring the state of alarm to manage the health crisis caused by COVID-19, we would like to share some lines of action:
SEUR WILL CONTINUE OPERATING.
In general, our operations will prioritize the general interest of the public, the safety of our workers and collaborators (especially our delivery personnel and warehouse staff, our particular "heroes" in this battle), and the interests of our customers, whom we will strive to serve with minimal disruption, despite the difficulties and extraordinary circumstances we face.
Due to the closure of some businesses and commercial establishments during this period, it is likely that a significant portion of shipments cannot be delivered, so we ask you not to request pickups for merchandise that you are not sure can be delivered.
If we are unable to deliver the merchandise, we will initiate the process of returning it to our facilities in less time than originally agreed, in order to ensure our operations.
We are restricting cash on delivery services and shipments with payment upon delivery.
Operations may be impacted depending on the limitations we encounter, meaning we cannot guarantee our usual delivery times. In any case, we will continue to monitor our daily quality and take necessary measures to maintain the best service levels under the current conditions.
Customer notifications for PRE-ADVICE and DELIVERY will include the delivery date and time frame, but with additional text stating that they are estimates and may vary depending on circumstances.