Shipping Policy
To place an order, you must follow the online purchasing process and click on «Authorize Payment.» Afterward, the customer will receive an email acknowledging receipt of their corresponding order (the «Order Confirmation»), a tracking number, and a link that will allow them to track the order on the website of the selected courier service.
It’s possible that at the moment the confirmation of shipment with the corresponding tracking number is sent to the customer, no results will be obtained. Updated information on order tracking on the courier service’s website may take up to 24 hours from the confirmation of shipment to be available.
Orders are delivered from Monday to Friday, excluding local or national holidays, to the address provided by the customer when placing the order.
Delivery Services
Lámparas Escala provides regular delivery services that are subject to the specific procedures of each transport company. These procedures cover shipping methods, delivery times, costs, and limitations associated with order requirements, as well as order validation mechanisms, recipient identity, or representation by a third party. Lámparas Escala is not responsible for any changes in the conditions of the delivery services provided by the courier companies, but it ensures that the procedures followed by these companies in the delivery process correspond to the terms in place at the time of purchase. Some product segments may have a minimum purchase value, which will always be indicated in the initial stages of the ordering process.
As a result, delivery options can vary depending on the product type, the geographical area of delivery, the desired delivery type (delivery to an address or a pickup point), or even the moment of validating the selected payment method.
The expected delivery time, along with any relevant conditions or notes at the time of completing the order process, will be provided as informative details for each delivery option in the «Shipping Method» tab.
Additionally, product handling and assembly instructions will always be attached with the shipped product whenever necessary.
Note: Delivery times, counted from the actual shipping date of the order, are indicative and are considered valid only when there are no physical or structural impediments (e.g., incorrect addresses or force majeure, such as strikes, loss of connection, weather conditions, etc.).
The customer can choose to receive the order at a location of their choice (excluding deliveries to P.O. boxes). To do so, they only need to provide an address where they will be present from 9 in the morning until 7 in the evening on the scheduled delivery day. A delivery attempt will be made by the courier of the chosen transport service at the provided address.
Note: It is not possible to choose a specific delivery time, as the delivery will be determined by the courier’s route on that day, a route that is established solely by the transport service.
Providing an incorrect or incomplete delivery address can result in the order being returned to Lámparas Escala, which may incur additional costs for the customer. For this reason, it is strongly recommended that the customer always ensures that the delivery address provided at the time of placing the order is accurate and complete. Once the order is completed, it is not possible to change this address or billing information.
If the option of delivery to a pickup point is chosen, the customer will be subject, and may be returned to Lámparas Escala, to a maximum pickup time, not less than 7 days, but determined solely by the selected transport company and communicated to the customer via an SMS sent directly to them.
Warning: In any case, for reasons of service organization and distribution procedures of transport companies, the recipient’s identification data will be printed on a label placed outside the transport box. Since these are the customer’s personal data, it is advisable to destroy or delete them after receiving the order to prevent these details from being accessed by third parties after the packaging is discarded at recycling points.
Shipping Costs
The system automatically calculates shipping costs, which can vary according to the following circumstances:
- Actual or volumetric weight (whichever is greater);
- Total order amount;
- Segment of ordered products*;
- Tariffs of transport companies, which are subject to periodic updates.
Shipping costs are updated automatically as products are added to the shopping cart.
Refund of Shipping Costs
There are three situations in which a refund of shipping costs may be granted:
i) Non-delivery of the order due to reasons attributable to Lámparas Escala or the courier service: The customer will be refunded the full amount paid for shipping. A member of the returns and refunds department of Lámparas Escala’s Customer Service will contact the customer to confirm the right to a refund and provide any further clarification on this matter.
ii) Error in the product(s) sent or delivery of defective product(s): The customer is entitled to a refund of the total amount paid for delivery if the error or defect is confirmed in all products sent. For more information on this matter, please refer to section 1.5 below.
iii) Right of withdrawal from the contract: In accordance with Articles 9 and 11 of Directive 2011/83/EU of the European Parliament and of the Council, dated October 25, 2011, on consumer rights, the customer may exercise their right of withdrawal from the contract within 14 days from the day the customer or a third party appointed by the customer, other than the courier, acquires physical possession of the requested product. If the order consists of multiple items to be delivered on different days, the withdrawal period begins on the day physical possession is acquired of the last item delivered. To exercise this right, the customer must send an unequivocal statement of withdrawal from the contract to Lámparas Escala before the end of the above-mentioned period, using the withdrawal form model available in our terms and conditions, which can be accessed here.
For the exercise of this right, the procedures described in section 1.3, Return and Exchange Procedure, shall apply. In this context, Lámparas Escala will fully refund the amount paid by the customer for delivery, except for:
a) any additional costs resulting from the choice of a delivery method different from the standard and least expensive delivery method provided by Lámparas Escala;
b) any return costs incurred as a result of exercising the right of withdrawal. In any case, the customer must bear the cost of returning the items to our warehouses.
Lámparas Escala will refund all payments received from the customer without undue delay and, in any case, within 14 calendar days from the date on which the decision to withdraw was communicated. The customer must keep the original packaging in which the item was delivered for the 14-day withdrawal period, or otherwise, a fee of €100 will be charged by Lámparas Escala for packaging and collecting the item for return. The refund will be made using the same payment method used by the customer for the purchase of the item.
Note: The refund can be made using the original payment method or via a refund voucher. The option of a refund voucher depends on the express desire of the customer. In this case, the customer agrees that the refund voucher has a validity period of 12 months from the date of issuance, so after that period, no refund will be possible.
Procedures for Handling Incidents
In the event that a prepaid order* is returned to Lámparas Escala due to reasons attributable to Lámparas Escala, the total amount paid for the purchase, including shipping and return costs, will be refunded.
*Prepaid orders are those paid with a credit card or bank transfer.
The customer can choose to be refunded using the original payment method. The voucher will be valid for 12 months from its date of issuance. If the original payment was made by bank transfer, the customer will be contacted to provide the necessary bank details for the refund with prior authorization.
If the reason for unsuccessful delivery and the return of the order is the responsibility of the courier service, regardless of the chosen payment method, the customer will need to file a written claim that will be reviewed by the courier service. Alternatively, and subject to the express consent of the customer, this claim can be sent to the courier service as a supporting document for the incident created due to non-delivery.