Condiciones de Compra
Introduction and general conditions of sale
These General Conditions of Contract, hereinafter, GTC, regulate the conditions of purchase of the different products offered on the website www.consuelastore.com owned by CNSL PARTNERS SL, hereinafter, CNSL, with CIF B01751320 and registered office at C/ Gran Vía 15, 28013 MADRID.
Users who make purchases at www.consuelastore.com fully accept these Terms and Conditions and will be bound by them as written at the time of purchase. Reading and accepting these Terms and Conditions is an essential requirement prior to purchasing any product through www.consuelastore.com.
The Terms and Conditions will always be accessible from the website, so that the user can view or print them at any time.
Only those over 18 years of age and capable of entering into a contract may purchase products from www.consuelastore.com. By placing an order through this website, you warrant that you are over 18 years of age and have the legal capacity to enter into binding contracts.
Purchase procedure
The purchasing process is very simple, whether it's your first time shopping at www.consuelastore.com or if you've purchased previously, as no prior registration is required.
1) CHOOSE: Choose the desired product, and you'll see a detailed description and price (VAT included). Clicking "Buy" will add it to your shopping cart.
2) PURCHASE: Once you have all the items you wish to purchase in your cart, the next step is to process the order and make the payment. To do so:
1. Click the "Shopping Cart" icon at the top of the page.
2. Click the "Checkout" button.
3. Fill out or verify your contact information, order details, and the address you would like your order shipped to.
4. Click the "Continue with Shipping" button.
5. Select "Free Home Delivery" or "Pickup in Store."
6. Click the "Continue to Checkout" button.
7. Enter your credit card or PayPal account details and complete the billing address.
8. Click "Pay Now."
After completing your order, you will receive an email acknowledging receipt of your order (the "Order Confirmation"), specifying all order details, such as the payment method chosen and the shipping address provided. If you notice an error in the address provided or any other aspect of the order, you must notify us immediately by writing to info@consuelastore.com so that we can correct it.
Payment methods
Payment by credit card
Customers can choose to pay by credit card, which will be processed when placing their order.
www.consuelastore.com uses SSL (Secure Sockets Layer), a secure payment system that encrypts the information transmitted during the transaction, ensuring its confidentiality.
As a fraud protection measure, CNSL may request additional documentation via email from customers to certify the buyer's identity as the legitimate owner of the credit card. This documentation may be attached digitally in PDF or JPG format to the same email in which it is requested, to expedite the order validation process and process its shipment as quickly as possible.
By clicking "Pay Now," you are confirming that the credit card is yours.
Payment by Paypal
We offer the option to pay through PayPal. To do so, you only need to have a PayPal account. With PayPal, you won't have to enter your card details at checkout; just your email address and PayPal password. The charge will be made when we confirm your order. For the transaction to be valid, the shipping address and the address shown in the PayPal transaction must match exactly.
Payment with Klarna
Buy now and pay later at your favorite stores with Klarna. At checkout, you can split your total purchase into three convenient installments. Payment by bank transfer is also available. In order to offer you Klarna's payment methods, we may transmit your personal data, including contact information and order details, to Klarna during the checkout process. This data allows Klarna to assess your eligibility for Klarna's payment methods and tailor these payment methods to your profile. Your personal data is processed in accordance with Klarna's privacy policy.
Shipping costs and delivery times
Spain
Express shipping with Correos Express, you will receive your order within 1 to 2 business days.
• Free shipping on orders over €50
• €5 on orders under €50
• Canary Islands €19
Portugal
Express shipping with Correos Express, you will receive your order within 1 to 2 business days.
Rate: €10 for any amount.
Europe
Express shipping with Correos Express, you will receive your order within 4 to 7 business days.
Rate: €25 for any amount.
Other destinations:
Express shipping with Zeleris. You will receive your order within 10 to 15 business days.
Rate: €50 for any amount.
Delivery Times
Unless there are extraordinary circumstances, we are committed to meeting the stipulated delivery times for the different areas. If for any reason we are unable to meet the delivery date, we will inform you and give you the option to continue with the purchase by setting a new delivery date or cancel the order with a full refund of the price paid. Please note, however, that we do not deliver on Saturdays or Sundays.
Courier Company
Orders are delivered via Correos Express or Zeleris for international shipments.
If you are not present at the specified address at the time of pickup/delivery, the shipping company will leave a notice, if possible, so you can contact them and arrange a new delivery date and time.
Shipping Information
Your order will be shipped directly from Spain by our shipping partners. CNSL is not responsible for any customs actions taken on your package during delivery.
Duties and Taxes
The buyer is responsible for any customs charges that may apply to their order. Customs determines these charges, and Consuela Store has no way of knowing what these charges may be.
Warranty
All products offered at Consuela Store have a two-year warranty against manufacturing defects, as specified by the manufacturer. The warranty does not cover damage or defects caused by misuse, improper handling, or ordinary wear and tear.
Customer Service Department
We have a Customer Service Department where they will personally assist you with any questions you may have. You can contact them:
- By phone at 913995685
- By email at info@consuelastore.com
Online Dispute Resolution
In compliance with the provisions of Article 14.1 of Regulation (EU) 524/2013 of the European Parliament and of the Council of May 21, 2013, if the buyer is a consumer, we inform you of the existence of an online dispute resolution platform made available by the European Commission, available at: https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.home.chooseLanguage, through which consumers may submit their complaints.
In addition, complaint forms are available to our customers in our physical store located at 3 Augusto Figueroa Street. They can also be requested by emailing info@consuelastore.com or by calling our Customer Service at 913995685.
Returns and Exchanges; Right of Withdrawal
Returns
In the case of defective or damaged products, or if you believe that the product does not conform to the Contract at the time of delivery, you must contact us, providing the order number and a description of the damage, via email at info@consuelastore.com or by calling our Customer Service team at 913995685, where we will inform you how to proceed.
Return costs will be €5 for customers who paid for shipping, and €10 for orders shipped free of charge.
Amounts paid for products returned due to a defect or flaw, when present, will be refunded, including delivery costs incurred to deliver the item and costs incurred for returning the defective product up to a limit established by territorial limits. The refund will be made using the same payment method used to pay for the purchase. Returns will not be accepted in the following cases:
- The product has been used or is not in its original condition.
- The product is incomplete, missing accessories, or has been tampered with and/or broken.
- Accessories, instructions, or any other documentation are missing.
- The established deadline has passed and proof of purchase or invoice has not been provided.
The refund will be issued once we receive the product and verify that it is in perfect condition (except in the case of defective products or products damaged during transport to the customer) and in no case more than 10 business days after the date of receipt of the order.
The refund will be issued using the chosen payment method.
Exchange
You can exchange items purchased through our Consuela Store website within 14 calendar days of receiving your order free of charge. If you wish to exchange a second item, you will be responsible for the cost of the second shipment (€5 for orders within the mainland). You must contact us, providing your order number, by emailing us at info@consuelastore.com or by calling our Customer Service team at 913995685, where we will explain how to proceed.
Withdrawal
The consumer and user has the right to withdraw from the contract within a period of 14 calendar days from receipt of the order, without stating a reason and without incurring any costs other than the return shipping costs, which will be borne by the consumer. For online purchases, we will refund you using the same payment method. For in-store purchases, we will provide you with a voucher with no expiration date. Purchases through Glovo are considered in-store purchases.
To do so, you must notify CNSL of your decision to withdraw from the contract within this period by emailing us at info@consuelastore.com or by calling our Customer Service at 913995685. We remind you that the burden of proof for exercising the right of withdrawal rests with the consumer and user.
Return shipping costs will be borne by the buyer, except in the case of a defective product or a damaged product received during shipping.
Consumers may return the product directly to our physical store at no cost to the customer. Customers may also return the product through any postal or courier service, the cost of which will vary depending on the shipping location, the weight of the package, and the return service chosen. For example, a standard intra-peninsula delivery via Correos Express, for orders weighing 1 to 3 kg, costs around €12, and for orders from the Canary Islands, it costs around €20. As this cost is borne by the customer, they are free to choose the return method. Consuela Store is not responsible under any circumstances for variations in courier company rates or for the successful completion of the delivery. Delivery can be made through any courier service that offers signature and certified delivery within the indicated delivery times. We cannot guarantee the receipt and return of non-certified postal items.
In addition to the option of returning the product to a physical store or at your own expense, for shipments to the Spanish mainland, you can also request that we handle the return of the product. In this case, we will refund the full amount of your purchase less the handling fees incurred (€10 for orders to the Spanish mainland). This option is not available for shipments from the Canary Islands.
In the event of withdrawal, we will refund all payments we have received from you without undue delay and, in any case, no later than 7 calendar days from the date you inform us of your decision to withdraw from the contract. However, the refund may be withheld until we have received the goods or until you have provided proof of the return of the goods, whichever is met first.
After this period has elapsed without notification of withdrawal, no exchange or return will be accepted.
The contract cannot be withdrawn in the following cases, among others (Article 103 of Royal Legislative Decree 1/2007, of November 16, approving the revised text of the General Law for the Defense of Consumers and Users):
- The product has been used or is not in its original condition.
- The supply of goods made according to the consumer's or user's specifications or clearly personalized.
- The supply of sealed goods that are not suitable for return for reasons of health protection or hygiene and that have been unsealed after delivery.
Return Instructions in Case of Withdrawal
You can return the merchandise to us by mail, courier service, or to our physical store. Shipping costs are the buyer's responsibility. Please note that if you choose to return the items to us freight collect, we are authorized to reject the return.
If you have any questions, you can contact us by email at info@consuelastore.com or by calling our Customer Service at 913995685
Please note that in order to accept the return, it is essential that you send the item including its original packaging, as well as any instructions, documentation, and packaging that may accompany it.
After examining the item, we will inform you if you are entitled to a refund of the amounts paid. The refund will be issued as soon as possible and, in any case, within 7 calendar days from the date you were informed of the decision to withdraw, provided that the product has been received at our facilities within the legally established timeframe. The refund will always be issued using the same payment method used to pay for the purchase.
When returning or exercising the right of withdrawal, the customer must keep in mind that we will carefully examine the product to check for wear, deterioration or dirt on the sole, damage due to misuse, fading, residue such as balls or lint (whether from socks or animals), or any damage due to external causes. The same applies if the original box is damaged (if it has been written on, taped, or its label has been tampered with). If the product was accompanied by stickers or other promotional material inside the box, these must be included for return.
Withdrawal Form
To be completed and sent signed along with the products to be returned to:
CONSUELA STORE
RETURNS DEPARTMENT
C/ AUGUSTO FIGUEROA 3, 28004, MADRID, SPAIN