Is it safe to buy on our website?

 

Online shopping can generate insecurity not knowing the company from whom you buy, but this does not have to be a problem in your purchases with shopdutyfree, you can see the opinions of our customers in the following link: https://www.opiniones-verificadas.com/opiniones-clientes/shopdutyfree.es

 

We are a Spanish e-commerce company that prioritizes transparency and care of the transactions made; for us it is very important to maintain trust with our customers.

 

All shipments are 100% guaranteed, in addition, in the case of any incident, we provide various options for resolution, such as cancellation and full refund of your purchase without conditions, return of the product within 30 days for no apparent reason or trial period of 10 days. All returns are free of charge.

 

Is the product purchased at ShopDutyFree original?

 

Shopdutyfree sells original products that come with a 2 year manufacturer's warranty; Shopdutyfree also offers a 30 day quality guarantee.

 

What are refurbished products?

 

Refurbished products are products returned by the customer without defect or damage, the manufacturer is responsible for conditioning the device and packing it in its original boxes.

 

In addition, the refurbished device has a sales price reduced by at least 10% of the original price.

 

What does it mean to reserve a product? 

 

Shopdutyfree allows the purchase on order, this means that the estimated delivery date depends on the manufacturer's stock release, the dates can vary between 30 to 60 days. 

 

In case you do not want to wait any longer for your order you can cancel it or change the model as long as it is in "Communicated Order" status, otherwise you will have to wait for the delivery to make the return without any cost.

 

We do not guarantee 100% delivery of the product on the order on the dates indicated.

 

What is the warranty of the product purchased at ShopDutyFree?

 

All products purchased in shopdutyfree have the manufacturer's warranty of 2 years, this warranty can be processed with us at no additional cost or with any technical service authorized by the manufacturer. In case of placing an order as a company, the warranty is reduced to 1 year.

 

Shopdutyfree also offers a 30-day quality guarantee period.

 

Do you offer a trial period?

 

In Shopdutyfree we offer you a 10 days trial period with no obligation. You can return the product within this period of time if you are not satisfied and we will refund the full amount of the purchase, as long as the product has not been damaged by the customer.

 

How can I request my invoice?

 

Through your shopdutyfree customer account you can access your invoice and download it. If you want to change the details of your invoice you only have to request it through your customer account or the contact section we provide on our website; we will reply within 24 hours.

 

And if you have paid with cryptocurrency, the billing amount will be only in euros.

 

Remember that when requesting a company invoice the manufacturer's warranty is reduced to 1 year.

 

Shopdutyfree has a physical store?

 

Shopdutyfree does not have a commercial establishment, we are 100% e-commerce; however we offer the possibility to pick up your order in our office in Barcelona or in the municipality of Illescas, Toledo. We prepare your order in a period of 24 to 48 working hours; once the order is ready you will receive an email notification indicating that you can pick up your order. 

 

The pick up at our offices will depend on the sanitary measures in force, for this reason we advise you to consult with our team the current situation of the sanitary regulations.

 

How can I shop at ShopDutyFree?

 

The purchase process in our online store is very simple. 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 payments. Below we explain a little bit.

 

  • Pay by credit card or debit card Visa and MasterCard in the most comfortable and secure way as shopdutyfree complies with the privacy policy General Data Protection Regulation (GDPR (EU 2016/679).

  • Deferred payment with the company Aplazame. You will be able to pay for your device in the installments that best suit your needs.

  • Payment with Bizum. Pay for your purchases in the fastest and easiest way with a single click.

  • Payment with Cryptocurrencies. Shopdutyfree is one of the first companies to facilitate payment with Bitcoin, and now we add one more point offering payment with Ethereum, Tether, Bitcoin Cash, USD coin and Litecoin. Payment with cryptocurrency carries a transaction fee indicated at the time of payment. We advise you to read the section How to buy with cryptocurrencies for more information.

 

How to pay with cryptocurrencies?



Once you have finished loading your cart, go to checkout and select the option "pay with cryptocurrency" To start make sure that the amount of the transaction is equal to the price of the order plus the transaction fee to be added by you. If the amount is not correct it generates an error in the purchase; feel free to contact us at any time.

 

Shopdutyfree facilitates the payment with cryptocurrency since we make the exchange of cryptocurrency to euros, for this reason, in case of reimbursement, it will be made through bank account in euros (only banks in Euro zone and SEPA).

 

Similarly, in the invoice corresponding to your purchase, the amount paid appears in euros.

 

I have made a purchase but I have not received notification and it does not appear in my customer account.

 

If you have made a purchase and you have not received notification of it and it does not appear in your Shopdutyfree account do not worry, payments are recorded in the gateway history and the reasons may be the life of cookies or time synchronization of the web. 

 

If when you delete cookies the order does not appear in your customer account please contact us through your customer account or the contact form on our website telling us your situation, the amount of the purchase and the product purchased; we will respond within 24 business hours and create your order manually.

 

I paid with cryptocurrency and I have not received notification of purchase and it does not appear in my personal account.

 

If you have made a purchase with cryptocurrency and you have not received notification of the purchase and it does not appear in your Shopdutyfree account do not worry, this can happen for various reasons, such as delay in transaction time or incorrect payment amount.



The error in the amount paid is the most common because when paying with cryptocurrency you have to pay the amount of the order plus the transaction fee that is indicated at the time of payment. You must make sure that the transaction amount is equal to the price of the product you want to purchase plus the commission.

 

To unblock this situation please contact us through your customer account or contact form indicating the incidence and attaching a screenshot of the transaction made from your wallet or cryptocurrency exchange. We will get back to you within 24 hours.

 

When will I receive the product?

 

You can check the delivery of your order in three simple steps

 

  1. Log in to your customer account and click on "My order history and details".

 

  1. Click on "details" of the order you want to consult. Here you will find all the details of your order including the "estimated delivery".

 

Remember that 24 hours before the estimated delivery date you will receive a link and tracking number from the carrier.

 

If you pick up your order at the Barcelona or Illescas office you will receive an email notification indicating the pick up date. 

 

Receipt of the order.

 

Once you have received the order we advise you to check the state of arrival of the package for any kind of dent or damage. If you find any anomaly immediately notify the carrier and take photos of the box and package label; you have 7 days to notify any incident to our Customer Service team.



 How can I track the delivery of my order?

 

You will receive all tracking information by email 24 hours before you receive your order.

 

I have received the shipment ID number, but there is no shipment on the carrier's website. 

 

It is possible that once received the link and tracking number of the shipment does not appear on the carrier's website; in this case please follow the following instructions.

 

For example, if you receive the tracking number on the present day at noon, check the carrier's website after 12:00 midnight the following day at 00:00 the following day.

 

Remember that we do not offer weekend service so orders leaving our logistics center on Saturdays, Sundays or holidays will arrive on the business day to the carrier.

 

How can I receive discounts and promotional offers?

 

To receive information about our discounts and promotional offers just sign up for our Newsletters. You can do this when you register on our website by accepting the registration form or through your customer account in the "Newsletter Settings" section.

 

How to return the product?

 

The return can be done in a few simple steps through your customer account and without any cost. 

 

  1. Log in to your customer account, select the order you wish to return and click on "Request RMA authorization". You will receive your RMA within 24 to 48 business hours.
  2. Remove the lost or stolen locks and reset the device. Failure to follow these steps will render the device unusable.
  3. Carefully pack the product and add a copy of the RMA inside the box, attach the received label and call the carrier to schedule a pick-up.
  4. Once we have the package in our warehouse we check the device and assess the condition of the device before returning it as correct. This process can take up to 72 hours.

 

You have 30 days from the creation of the order to return it free of charge; and in case you want to try it and you are not satisfied, you can return it within 10 days.

 

If you have made a purchase with cryptocurrency do not forget to tell us the bank account data and / or IBAN and account holder to make 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 lost or stolen device lock in case of requesting a refund?

 

In case you are not satisfied with the order placed and want to make a return.

Remember to remove the lost or stolen device lock and reset the device as the device will be conditioned for sale.

 

How can I reset an Apple device?

 

First of all disable the "Find My Device" option in iCloud, log out of your Apple ID from the device and finally reset the device to factory defaults.

 

How to cancel my order?

You will only be able to cancel an order in case the order status is in "Order Communicated" .

 

If you wish to cancel your order, you only have to request it through your customer account in the section "Order History" > "Details" or through the contact platform located at www.shopdutyfree.es, on the top right hand side. 

 

The full refund of the purchase will be processed within 24 to 48 hours, depending on the bank,

We remind you that we do not guarantee the cancellation of your order if it is in logistics, preparation or transit; if this is your case, you will be able to return it free of charge within the established deadlines. For more information, please consult the "Returns" section of the FAQ.

 

When do I receive my refund?

 

If you expect a refund due to order cancellation, you will be refunded the full amount of the purchase within 24 to 48 hours depending on the bank.

 

If you have paid with cryptocurrency the refund will be made in euros and through your bank account (only Euro zone and by SEPA).

 

In the case of expecting a refund for returning a product will be refunded once we have received the product in our warehouse and checked the status of it; this process can take up to 72 working hours from receipt; you will be notified if the return is correct and will proceed to make the refund within 24 to 48h depending on the bank.

 

Cash on delivery

 

You can place an order cash on delivery if you select as shipping method the collection in our offices in Barcelona or Illescas presenting your documentation. The office collection has a cost of 9,9 € (taxes included).

 

How can I contact ShopDutyFree?

 

Contact us through the contact form on our website; through the online chat or by phone: 931 710 480.

 

How to claim an incident?

 

To make a complaint you must contact us through the contact form or customer account indicating the reasons for your complaint, you will have a response within 24 to 48 hours.

 

Why are the prices so cheap compared to other websites?

 

Thanks to our purchase volume and the discounts offered by our suppliers we can offer you the best deals in the market.

 

Do you offer Tax Free?

 

We only deliver to physical addresses in Spain.

 

What is our situation regarding COVID-19?

 

As you know, we are in an exceptional situation that we have never faced before, and after the analysis of the Royal Decree declaring a state of alarm for the management of the health crisis situation caused by COVID-19, we would like to share with you some lines of action: 

 

SEUR WILL CONTINUE TO OPERATE.

 

In general, in our activity we will always prioritize the general interest of citizens, the safety of our workers and collaborators (everyone's, but especially that of the delivery drivers and warehouse staff, our particular "heroes" in this battle) and the interests of our customers, which we will try to attend to with the least possible disruption, despite the difficulties and the extraordinary situation and force majeure we are facing.

 

Given the closure of some companies and commercial premises during this period, it is foreseeable that a significant part of the shipments cannot be delivered, so we ask you not to request the collection of goods that you are not sure can be delivered.

 

In the event that we are unable to deliver the merchandise, we will initiate the process of returning the merchandise to your facilities in a shorter period of time than initially agreed upon in order to ensure our operations.

 

We restrict the cash on delivery service and freight collect with cash payment.

 

The operation may be impacted depending on the limitations we encounter, so we cannot guarantee our usual delivery times. In any case, we will continue to monitor our daily quality and put the necessary measures to maintain the best levels of service in the current situations.

 

Messages to PREAVISO and REPARTO customers will include the delivery date and time frame, but with the additional text that these are indicative and may vary depending on circumstances.