Order preparation
Once you have made the payment you will receive a purchase confirmation email and the order number (please check your spam folder if you have not received it).
Orders placed after 3:00 p.m. will be processed the next business day and their delivery time increases by 24 hours. Normally the preparation time is about 48 business hours*
Your order will be in 3 different states depending on when it is located.
Paid: Payment has been made and is pending preparation.
Order Picking: Your order is being prepared.
Shipped: Your order has left our warehouse. You will receive an email as soon as it leaves our warehouses.
If any unforeseen event arises and it takes longer, we will contact you via email or telephone to inform you, in case you would like to cancel the order.
We are human, we try as much as possible for you to receive your order within 2-4 business days after it has left our warehouse.
We do everything possible to deliver your order within the established times, although we cannot be responsible for delays due to reasons beyond Doña Carmen's control or due to force majeure.
Delivery times
You have two options to receive your order: FREE in any of our stores or via courier to your home.
FREE, with availability of the package in a maximum of *72 business hours in the Doña Carmen store that you indicate. Once the shipment is received at the selected store, they will call you by phone so you can pick it up as soon as it is convenient for you. If they cannot contact you, we will send you an email. And if another 30 days pass and you still haven't picked it up, it will be returned from the store to our warehouse. In this case, we would refund the amount of the order in the form of a web code to make a new purchase.
MRW *24-48 business hours from leaving our warehouse, which will be delivered to your home for €3.95. You could even pick it up at your nearest MRW agency if you select it when ordering. MRW does not guarantee delivery in a specific time slot, but the courier will do everything possible to deliver it to you the next day before 7:00 p.m. If you are not at your home, your shipment will be deposited a few meters away in the knit nearest pick up. In any case, you will receive the notification by email (please check your inbox)
*These deadlines may be higher during sales periods, Black Friday, Christmas or the beginning of the season or due to stock outages. If your order is urgent, you can contact us in the form at the bottom "Contact Us" where you can notify us of the order number. In this way, we will speed up its preparation.
Order modification
Once you have completed the order you cannot modify or change the size of the items. If you wish, once you have received your order, you can return the requested items
Order Tracking
Once your order has been shipped, you will receive an email with the tracking number so you can verify where it is. If at the time of delivery there is no one to pick up the package, you will receive a notification and it will be deposited in the knit nearest pick up. The shipment will remain at the destination MRW agency for 10 days. Once this time has passed, the order would be returned to our warehouse. If this circumstance occurs, we would refund the purchase amount minus €3.95 for shipping and return costs.
Shipping to the Balearic Islands is with Seur.
For international shipments, you will receive a tracking number from the MBE or SEUR company.
International shipments
International orders will be shipped via MBE or SEUR.
If your shipment is destined for a country outside the European Union, it may be subject to duties, 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 in charge of delivering it but we will not assume any possible customs expenses or local taxes.
The person to whom the order is addressed will always be responsible for all customs costs associated with the import of the order (even if it is rejected).
It is also possible that, for customs reasons, the order may be delayed.
Returns
If you wish to return an item within 30 calendar days from the purchase date, you can do so in three ways:
1- in any of our stores presenting the informative email with the details of the order that will arrive to you by email (check your spam 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 number and telephone or email, in order to make the payment. This payment will be made in the same way in which the purchase was made.
The customer will be responsible for the cost of shipping the returned items, please note that if you decide to return the items to us postage collect we will be authorized to charge you for any costs we may incur.
The return of the item must be made with all the accompanying elements, including packaging, protective plastics and instructions, if applicable.
Products that are not in the same conditions in which you received them or that have been used beyond simply opening the product will not be returned.
For any change you must place a new order. All returns that we receive at our facilities will be paid in the same way in which they were made within a period of no more than one week from the receipt of the merchandise.
Product returns for christening
In all articles of the "COLLECTION christening AND CEREMONY" (skirts, rompers, hoods, panties, baptism towels, jesusins and bibs), the period for their exchange will be limited SOLELY AND EXCLUSIVELY, without any type of exception, to fourteen calendar days following the date of purchase.
Under the terms provided by law, the right to reimbursement of what was paid will only operate within fourteen calendar days following the date of the order placed.
Returns of defective products
In cases where it is considered that the product does not comply with what is stipulated in the contract at the time of delivery, you must contact us immediately at info@donacarmen.es providing the product data as well as the damage it suffers, the original packaging and a photograph. Each order is carefully reviewed, so claims for defective products will not be entertained when it appears that the garments have been used, manipulated or damaged.
We will proceed to examine the case and inform you by e-mail within a reasonable period of time whether it should be returned or replaced (if applicable).
DOÑA CARMEN will be the one who determines the collection or shipping model for the defective product, so that the client does not have to incur any costs. We will not assume shipping costs incurred by the customer without prior agreement with Doña Carmen.
Terms and conditions for orders within Spain (Except Ceuta, Melilla and the Canary Islands), Portugal (except Islands) and the Balearic Islands.
Store purchase returns
If you need to make any exchange or return, you have 30 days from the purchase date. To do this, you have to present us the purchase receipt or the gift receipt.
We will exchange it for another item or if you prefer, we will give you a voucher without expiration (except tare). Try not to lose it because it is essential to present it for exchange.