Shipping and Returns

What is the minimum order?

The minimum order value is €6 (inc. VAT).

How much does shipping cost?

Mainland Spain and Portugal (except islands): free delivery for orders over €39 inc. VAT.

For orders under €39 inc. VAT the delivery costs to mainland Spain and Portugal will be €3.95 inc. VAT, except for FIRST-TIME orders that include a product from the “Try it” category. This makes it easier for customers to try our product without incurring any significant expenses. For customers that qualify for this promotion, the delivery costs will be discounted automatically from their shopping cart once they have entered their delivery address.

Delivery is free of charge to the Balearic Islands for orders over €50 (inc. VAT). The delivery cost to the Balearic Islands for orders under €50 inc. VAT is €5.95.

Deliveries to the Canary Islands, Ceuta and Melilla will incur the following cost, according to the weight:

0 to 5 kg - 8.95€

5 to 10 kg - 15.95€

10 to 15 kg - 22.95€

15 to 20 kg - 28.95€

20 to 24Kg - 39,95€

Orders of over 24 kg in weight cannot be delivered to the Canary Islands, Ceuta or Melilla.

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

For deliveries to Ceuta and Melilla, VAT will not be charged and the customer will have to pay the corresponding Ceuta taxes (3% of the amount of the products, + 2.5% customs duties) together with the export SAD (approximately 17 euros) on receipt of the order.

EUROPE:

Deliveries to Germany, France (except islands*), Italy (except islands*), Luxembourg, Belgium, the Netherlands, Denmark, the Czech Republic and Austria incur a shipping cost of €5.95 for orders under €59 inc. VAT. There is no shipping cost on orders over €59 inc. VAT.

*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.

Orders under €59 inc. VAT for delivery to Slovenia, Slovakia and Poland incur a shipping cost of €9.95 There is no shipping cost on orders over €59 inc. VAT.

Which areas do you deliver to?

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

What is the delivery time?

The delivery time for orders to be delivered in Spain and Portugal is from 48 to 72 working hours from the date of shipment of the order. 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 confirmation of shipment of the order.

This period may be longer in periods such as Black Friday, Christmas or specific promotions without the user having the right to claim compensation for the delay.

How are the products shipped?

To ensure a satisfactory experience from start to finish, we only work with specialised companies. We ship your order securely in suitable packaging to ensure it arrives in perfect condition.

What is the availability of our products?

Generally, all products in our shop are available. However, our stock may occasionally become depleted. In the event that a product is out of stock when you place your order and we have not been able to update this information in the shop, we will contact you immediately to offer you a similar product or refund you the corresponding amount in any way we deem appropriate.

Can I send the product as a gift?

We can send the gift to your address or directly to the person to whom you wish to gift it.

Where do you send your products from?

All our products are sent from our headquarters in Vizmalo (Burgos).

Can I request a specific delivery time?

No, unfortunately this will depend on the delivery companies. However, you don’t need to worry about a thing; the delivery company will contact you and offer you the best solution for the delivery.

At what time will the package be delivered?

If you aren’t at the address indicated on the order, the courier will contact you to arrange a delivery time.

What happens if I’m not there when they deliver the package?

In the event that the courier attempts to deliver the package to you and there is no one available receive it, they will either call you or leave a note stating that they have attempted delivery. Please contact the delivery company as soon as possible on the phone number provided on the note to arrange a new delivery. If you have any issues, please remember that we are at your disposal at info@altudog.com

What happens if a product arrives damaged?

First of all, we apologise, if one or more products have arrived damaged due to transport, the delivery company must be notified at the time of delivery. We will then replace the damaged product or refund the amount paid for it.
In this case, you must contact us by email at info@altudog.com or by telephone on +34 682 913 792 within a maximum period of 7 calendar days from receipt of the order, clearly indicating the issue or the reason for the return. Please bear in mind that for us to be able to process any exchange or refund, you must contact us first. We will not accept any exchange or refund if we have not received prior notification.

PLEASE NOTE: It’s important that you check the condition of your purchase when you receive it and if you notice any damage presumably caused by transport, please indicate this on the delivery note when you sign it.

What happens if the content of the package is wrong?

Oh no! First of all, we’re very sorry! If one or more products received don’t correspond to your order, we will send you the correct products or refund the corresponding amount. In this case, we will pay for any extra transport costs that may arise, provided that the product hasn’t been used, altered or tampered with.
For this, you must contact us by email at info@altudog.com or by telephone on +34 682 913 792 within a maximum period of 7 calendar days from receipt of the order, clearly indicating the issue or the reason for the return. We will not accept any exchange or refund if we have not received prior notification.

What happens if I wish to return a product?

THE RIGHT OF WITHDRAWAL AND PRODUCT EXCHANGE

Right of withdrawal. The Customer has the right to terminate this contract within fourteen (14) days after receiving their order, without justification.

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

Notes. The Customer may exercise the right of withdrawal by contacting Altudog at: Finca Santa Rosalia sn 09117 Vizmalo (Burgos), Spain (telephone number: +34 682 913 792), informing us of their decision to withdraw from the contract with an unambiguous statement. You may complete and electronically send us the withdrawal form attached to these Terms and Conditions, although its use is not mandatory, or make any other unambiguous statement by email to the following address: info@altudog.com or through the “Contact us” section of the website. If you use this option, we will inform you promptly within an average period (e.g. by email) of its receipt.

In order to comply with the withdrawal period, it will be sufficient for the notification of the exercise of this right to be sent before the expiry of the withdrawal period.

Consequences of withdrawal. In the event of withdrawal by the Customer, we will refund all payments received from you (with the exception of delivery charges) without undue delay and in any event no later than 14 calendar days from the date we received your decision to withdraw from this contract. We will refund you using the same payment method you used for the original transaction. There will be no charges for the refund. Notwithstanding the foregoing, we may withhold reimbursement until we have received the goods, or until you have provided proof of return of the goods, whichever comes first.

The Customer 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 inform us of their decision to terminate the contract. The period will be deemed to have expired if the goods are returned before the period expires.

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

How to return a product. To return products correctly, you must follow these guidelines:

a) The 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 be used in such a way that reduces or alters their value.
c) The Products must be accompanied by the delivery note with the reason for the return handwritten for a correct and rapid return.
d) Upon arrival at our warehouse, we will assess the conditions of the Products. If they do not meet the standards and conditions of return and their condition is not correct, we reserve the right to pay a lower amount for the damaged goods.

Products excluded from the right of withdrawal. Food, beverages and cleaning and personal hygiene products are excluded from the right of withdrawal. The following are also excluded:

a) Personalised items.
b) Goods that may deteriorate or expire rapidly.
c) Sealed products that are not suitable for return for health or hygiene purposes and that have been opened after delivery.