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Purchase conditions

Terms and Conditions of Purchase

These conditions constitute the agreement between DOÑA CARMEN and any individual who wishes to place an order through the DOÑA CARMEN website, hereinafter referred to as “the user.”

Shipments are made within the Iberian Peninsula and the Balearic Islands, excluding the Canary Islands, Ceuta and Melilla. We also ship to mainland Portugal, France* (excluding islands), Italy, Germany, the United Kingdom, Austria, Belgium, the Netherlands, Luxembourg, Croatia, Denmark, the United States, Slovakia, Slovenia, Finland, Greece, Hungary, the Republic of Korea, Mexico, Norway, Poland, the Czech Republic, Romania, Switzerland and Sweden.

These terms apply exclusively to private individuals acting as consumers. The relationship between the parties shall be governed solely by this agreement. In the event of an omission, the matter will be interpreted in line with standard practices in the distance-selling sector.

1. PURPOSE

These terms and conditions set out the procedures for sales between DOÑA CARMEN and the user, covering orders, payments, delivery, and related services.

2. ORDERS

Orders may be placed online by selecting the desired size, color and quantity of any item and adding it to the shopping cart. Once all items have been chosen, the user can review the selection in “My Cart” and proceed to checkout by clicking “Place Order”.

Placing an order implies full acceptance of the prices, product descriptions, and these terms of sale, which shall be the only ones applicable. DOÑA CARMEN will process orders subject to product availability. In the event of stock unavailability, the customer will be informed as soon as possible, and any payment already made will be refunded using the original method of payment.

3. DELIVERY

In-store pickup: Orders will be available within 3–5 business days at the selected store. Customers will be notified by email and later contacted by phone when the order is ready. Orders must be collected within 30 days of purchase. Uncollected orders will be returned to our warehouse, and a store credit will be issued for the full amount (with no expiration).

Home delivery: Deliveries are made to the shipping address indicated by the user. If delivery cannot be completed due to absence, the courier will contact the customer using the phone number provided. If the maximum storage period is exceeded, the package will be returned to DOÑA CARMEN. In such cases, shipping costs will not be refunded.

Delivery cannot be made to P.O. boxes.

Average delivery times:

  • Mainland Spain and Portugal: approx. 2–3 business days from dispatch.

  • Balearic Islands: approx. 3–5 business days.

  • International: approx. 5–6 business days (varies by destination).

Customers are responsible for any refusal of delivery, which may incur return and handling costs.

Shipping rates:

  • Spain (Mainland): €3.95 / Free shipping on orders over €50

  • Balearic Islands: €7

  • Portugal (Mainland): €3.95 / Free shipping on orders over €50

  • Europe Zone 1 (Germany, Austria, Belgium, Denmark, Slovakia, Slovenia, France*, Hungary, Italy, Liechtenstein, Luxembourg, Monaco, Netherlands, Poland, Czech Republic, San Marino): €6.95

  • United Kingdom: €10 (customs charges, if applicable, borne by customer)

  • Europe Zone 2 (Bulgaria, Cyprus, Croatia, Estonia, Finland, Greece, Ireland, Latvia, Lithuania, Malta, Montenegro, Norway, Romania, Serbia, Sweden, Switzerland): €15

  • International (United States, Canada, Mexico, Japan, South Korea): €55 (customs charges, if applicable, borne by customer)

For destinations not listed, please contact info@donacarmen.es.

⚠️ All shipments outside the EU may be subject to import duties, taxes, or fees. These are not included in product prices and must be paid by the customer.

4. PAYMENT METHODS

  • Credit card: Visa, Mastercard

  • PayPal

  • Bizum

Payment authorization confirms that the card belongs to the customer or that they are the legitimate holder of the gift card or credit note used. Payments are processed securely via SSL encryption. If authorization is refused by the issuing entity, the order cannot be processed.

5. PRICES

All prices include VAT (except where exemptions apply, e.g., Canary Islands, Ceuta, Melilla, or non-EU countries). Shipping costs are not included and will be added at checkout.

Prices are subject to change but will not affect orders already confirmed. Errors or inaccuracies on the website will be corrected as soon as detected.

6. VAT

Orders delivered within Spain (except Canary Islands, Ceuta and Melilla) include VAT at the applicable rate. Orders to exempt territories or outside the EU are VAT-free, though local duties and taxes may apply.

7. RETURNS & GUARANTEES

7a. General Returns

Products may be exchanged or refunded within 30 days of purchase, except those specifically excluded. Return shipping costs are the responsibility of the customer, unless the return is due to an error by DOÑA CARMEN.

7b. Right of Withdrawal

Customers have the right to withdraw from the purchase within 30 days without penalty. Refunds will be made using the original payment method. Returns against cash-on-delivery will not be accepted.

7c. Legal Guarantee

All products are covered by the statutory conformity guarantee of three years from delivery, as provided by Spanish consumer law.

7d. Special Note – Christening & Ceremony Items

For christening and ceremony items (gowns, rompers, bonnets, bloomers, christening towels, baby dress sets, bibs), exchanges or returns are limited to 14 days from delivery.

8. DEFECTIVE ITEMS

If a product is defective, the customer must notify info@donacarmen.es immediately with details, photographs, and the original packaging. DOÑA CARMEN will determine the return or replacement process. Items showing signs of use, manipulation, or damage will not be accepted.

9. LIABILITY

DOÑA CARMEN is responsible only for obligations of due diligence. We are not liable for service interruptions, external intrusions, or issues inherent to internet use.

10. DATA SECURITY

All online transactions are secured by SSL encryption. Credit card data is transmitted in encrypted form, ensuring confidentiality and security.

11. APPLICABLE LAW AND JURISDICTION

These terms are governed by Spanish law. Disputes shall be submitted to the courts of the user’s place of residence within Spain.

 

For EU customers, the European Commission provides an Online Dispute Resolution platform: https://ec.europa.eu/consumers/odr/