Frequently asked questions

Is VAT included in the price?

All prices include VAT, except for orders invoiced to the Canary Islands and Ceuta.

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

How much does shipping cost?

Delivery costs are free of charge to mainland Spain and Portugal for orders over €39 VAT included or for orders containing a sample product or pack for first-time buyers.

For orders under €39 (inc. VAT) the delivery costs to mainland Spain and Portugal will be €3.95, 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.

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

Orders of over 20 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 depending on the carrier) on receipt of the order. 

For deliveries to Ceuta, 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.

Deliveries to Germany, the United Kingdom, France*, Italy*, Luxembourg, Belgium, the Netherlands and Austria will cost €5.95 up to 5 kg/€59. Deliveries take 3 to 5 working days.

*Deliveries to Sardinia, Corsica, Sicily and Calabria will incur a shipping cost of €8.95 up to 5 kg, €10.95 from 5 kg to 10 kg, and €12.95 from 10 kg to 20 kg.

Which areas do you deliver to?

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

What is the delivery time?

The delivery time for orders to be delivered in Spain and Portugal is from 48 to 72 working hours after order confirmation. 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, except for Romania whose delivery time is 8-12 working days.

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 product to your address or to the person to whom you wish to gift it.

Where are the products sent from?

All the 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.

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.

Is card payment safe?

Our company guarantees you the utmost security and confidentiality when you buy on our shop. Similar to the operation you would carry out at an ATM, when you buy from our online shop, your credit card details are encrypted using the SSL security protocol and transmitted directly to the corresponding bank, which accepts or rejects the payment. In this way, the information transmitted over the network is completely secure and our company does not retain this data at any time – as such, it cannot be viewed or archived.

What other payment methods can I use?

You can also pay using Bizum, PayPal (www.paypal.co.uk for more information) or you can pay the amount of your purchase by bank transfer or in cash to the account provided when placing the order, or you can choose the cash on delivery option with an additional cost of €3.5 (on available in mainland Spain and the Balearic Islands).

How is my personal data processed?

We respect your right to privacy: we will only use your personal data to provide you with a better service. Under no circumstance will we sell it or share it with third parties. You may access, correct or delete your data at any time.

Where are your offices located?

The offices and warehouse are located in Vizmalo (Burgos).

How can I contact you?

The best way is by email as it is the most convenient, cheapest and quickest method. But feel free to use mail or telephone if you prefer. Our email address is info@altudog.com and our phone number is +34 682 913 792.