Order preparation
Once you have made the payment you will receive a purchase confirmation email and the order number (please check the spam tray if you have not received it).
Orders made after 15.00 will be managed the next working day and their delivery time increases by 24h.
Your order will be in 3 different states depending on the time you are.
PAID: Payment is made and pending preparation.
Picking: Your order is in preparation.
Envoy: Your order has left our warehouse. You will receive an email as soon as it comes out of our stores.
If any unforeseen argument arises and it would take longer, we will contact you via mail or telephone to inform yourself, in case you would like to give up the order.
We are human, we try as far as possible that you receive your order in the 2-4 working days following that it has left our warehouse.
We do everything possible to deliver your order in the established times, although we cannot take responsibility for the delays for reasons outside Doña Carmen or by force majeure.
Delivery deadlines
You have two options to receive your order: free in any of our stores or through messaging at your home.
Free, with package availability in a maximum of *72H working in the Doña Carmen store that you indicate. Once the shipment is received in the selected store, they will call you on the phone to pick it up as soon as it comes well. If they fail to contact, we will send you an email. And if another 30 days pass and you have not yet picked it up, from store will be returned to our warehouse. In this case, we would return the amount of the order in the form of web code to make a new purchase.
MRW *24-48H working, who take it home for € 3.95. You could even pick it up in your nearest MRW agency if you select it when ordering. MRW does not guarantee delivery in a specific time slot, but the messenger will do everything possible to give it to you the next day before 7pm. In case of not being at your home, your shipment will be deposited a few meters in the knit closer pick up. In any case, you will receive the notification by email (please check the inbox)
*This deadlines can be higher in sales periods, Black Friday, Christmas or start of the season or due to some stock break. If your order is urgent, you can contact us in the lower part "Contact us" where you can notify us the order number. In this way, we will expedite its preparation.
Order modification
Once you have finished the order, the size of the items cannot be modified or changed. If you wish, once you have received your order, you can return the requested articles
Order monitoring
Once your order has been sent, you will receive an email with the tracking number so you can verify where you are. If at the time of delivery there is no one to collect the package, you will receive a notification and will be deposited in the knit closer pick up. The shipment will remain in the destination MRW agency for 10 days. Once this time has elapsed, the order would be returned to our warehouse. If this circumstance occurs, we would return the amount of the purchase discounting € 3.95 for shipping and return costs.
To the Balearic Islands is with Seur.
For international shipments, you will receive a monitoring number of the company MBE or SEUR
International shipments
International orders will be sent through MBE or Seur.
If your shipment is aimed at a country outside the European Union, you may be subject to rates, taxes or other charges due to local and/or customs laws. We will send your package through the DDU Incoterm (Duties and Taxes Upaid), which means that Doña Carmen will be responsible for delivering it but we will not assume the possible customs expenses or local taxes.
The person to whom the order is always directed will always be responsible for all customs costs associated with the import of the order (even being rejected).
It is also possible that, for customs reasons, the order suffers some delay.
Returns
If you want to return an article within 30 calendar days from the date of purchase you can do it in three ways:
1- In any of our stores presenting the informative email with the detail of the order that will come by email (look at the unwanted mail folder to make sure you receive it).
2 -Sending the articles to the following address:
Doña Carmen
Web returns
Cesar Llamazares 33
39011 Santander
Indicating name, order and telephone number or email, to be able to pay. This fertilizer will be made in the same way that the purchase was made.
The client will be responsible for the cost of sending the items returned, please keep in mind that if you decide to return the articles due to we will be authorized to load you the expenses we can incur.
The return of the article must be made with all the elements that accompany you, including packaging, protective plastics and instructions in your case.
The return of those products that are not under the same conditions in which they received them or that have been used beyond the mere opening of the product will not proceed.
For any change you must make a new order. All the returns we receive in our facilities will be paid in the same way that they were carried out within a period not exceeding a week since the merchandise is received.
Product returns to christening
In all articles of the "collection christening And ceremony "(skirts, rompers, Capotas, panties, baptism towels, Jesusins and Baberos), the deadline for change will be limited solely and exclusively, without any exception, to the fourteen calendar days following the date of purchase.
In the legally planned terms, the right to reimbursement of the paid, will only operate in the fourteen calendar days following the date of the order made.
Defective products returns
In cases where it is considered that the product does not conform to what is stipulated in the contract at the time of delivery you must contact us immediately at info@donacarmen.es facilitating product data as well as the damage it suffers, the original packaging and some photography. Each order is thoroughly reviewed, so claims for defective products will not be addressed when it is appreciated that the garments have been used, manipulated or deteriorated.
We will proceed to examine the case and communicate by e-mail within a reasonable period of time if the return or replacement of the same (if applicable).
It will be Dona Carmen who determines the model of collection or sending of the defective product, so that the customer should not incur cost. We will not assume shipping costs incurred by the client without prior agreement with Mrs. Carmen.
Terms and conditions for orders within Spain (except Ceuta, Melilla and the Canary Islands), Portugal (except islands) and the Balearic Islands.
Shopping returns in store
If you need to make any change or return, you have 30 days from the date of purchase. To do this, you have to present the purchase ticket or the gift ticket.
We will change it to another article or if you prefer, we will give you a voucher without expiration (except Tara). Try not to lose it because it is essential to present it for your exchange.