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SHIPPING

Shipping Conditions for Mainland Spain

Home Delivery:

The home delivery timeframe will be 24 to 72 business hours from Monday to Friday during business hours, depending on the delivery area. This is applicable only if the order is placed before 12:00h on business days, and all products are in stock. During local, national, or regional holidays, as well as near Christmas, Easter, or special promotions (Black Days), the delivery may be delayed by an additional 72 hours. The delivery period is counted from the moment the order leaves our facilities, and you will be notified via email.

Shipping is free for orders over €70, and the transit period for free shipping is 48 to 72 hours. If the order does not exceed this amount, the shipping cost will be €6 (price may vary based on rates).

P.O. boxes will not be considered valid addresses under any circumstances.

All shipments will have two delivery attempts. Quilate Games is not responsible for making new deliveries after these attempts. If the customer wants to resend the package, the cost will be borne by the customer, whether the original shipment was free or not. In the case of a return due to a returned package, shipping costs will not be refunded under any circumstances.

Quilate Games contracts a transport agency for home deliveries or the address provided by the customer at the time of hiring or placing the order. We are not responsible for delivery schedules, deliveries to third parties/neighbors/concierges, etc. However, we will provide the transport company with the instructions given by a customer. We are open to delivery customizations, but please note that the final decision is not in our hands and depends on the routes and schedules of the carrier beyond our control.

In-Store Pickup:

This option is only available for picking up orders at our warehouse in Madrid. We will notify you via email when your order is ready for pickup.

Shipping Conditions for the Balearic Islands (Spain)

The home delivery timeframe will be 48 to 72 business hours from Monday to Friday during business hours, depending on the delivery area. This is applicable only if the order is placed before 12:00h on business days, and all products are in stock. During local, national, or regional holidays, as well as near Christmas or Easter, the delivery may be delayed by an additional 72 hours. The delivery period is counted from the moment the order leaves our facilities, and you will be notified via email.

To ensure the quality of our shipments, the available transport company to the Balearic Islands will be Correos Express only.

Shipping is free for orders over €70, and the transit period for free shipping is 48 to 72 hours. If the order does not exceed this amount, the shipping cost will be €7 (price variable according to rates).

All shipments will have two delivery attempts. Quilate Games is not responsible for making new deliveries after these attempts. If the customer wants to resend the package, the cost will be borne by the customer, whether the original shipment was free or not. In the case of a return due to a returned package, shipping costs will not be refunded under any circumstances.

General Observations

If there is any preference for the delivery time of your order, please indicate it in the order comments, and the transport company will consider it to the extent of its established route and schedule possibilities.

If desired, you can also pick up your order at the transport company's branch, with prior notice to our customer service.

If a product from your order is not available in stock and has not been previously notified on the website at the time of purchase (stock availability is not displayed for all products), we will contact you (not responding to this contact implies consent to the delay). In this case, we will offer you the following options:

Request the shipment of your order without this product and its refund.

Wait and receive the complete order.

For any questions or clarifications about your order, you can contact our customer service.

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Shipping to any other area not described above can be arranged at the customer's expense, who must contact our customer service in advance.

The delivery of the order will be made to the same address indicated in the purchase process, which you can verify in the confirmation email sent to your email address.

RETURNS

You have 14 calendar days from the day of receiving your order to return an item. After this period, the order will be considered accepted, and no claims will be accepted, except for factory defects. To request a return, you must contact our customer service in writing via the email address info@quilategames.com, indicating your customer name, order number, reason for the return, and photos of the received product. The return by Quilate Games can be made with a refund or discount voucher.

A product can be returned for one of the following reasons:

1. Factory defect: We will consult each manufacturer for the warranty of each specific item.
2. Transportation defect: You have 48 hours to claim a damaged order due to transportation.
3. Wrong product (different from the order): 14 calendar days from receipt. If the customer has opened the mistakenly delivered product, the return will be made through a discount voucher.

Right of withdrawal: 14 calendar days from receipt. The product must be in perfect condition and retain all its parts. The customer can choose between a refund or discount voucher, but once the return method is chosen, it cannot be changed. If the value of the product is less than €10, the return will be made through a discount voucher.

In the first three cases, the return will be completely free. If a product has not been received, has arrived defective or in poor condition, or does not correspond to the one ordered, it is necessary to contact our customer service within the first 48 hours after delivery, via the email address info@quilategames.com, and inform the transport company. The customer can choose between a refund or replacement of the item in question, and in this case, the return method cannot be changed unless the product to be replaced is out of stock or its shipment may be delayed by more than 3 days. After this period, no claims will be accepted.

If you want to exchange or return a product that is in good condition and within the delivery period using your right of withdrawal, you will be responsible for the return costs. You can send the item by your means or request a pickup from our transport, the cost of which will be €6.50 for the Peninsula and €8.50 for the Balearic Islands.

Returns of the following items will not be accepted as established by Law 47/2002, of December 19, amending Law 7/1996, of January 15, on Retail Trade Management, for the transposition into Spanish law of Directive 97/7/EC on distance contracts, and for the adaptation of the Law to various EU directives:

Hygiene items, footwear, toys, WC trays, or any other item that has been unsealed after delivery.

Products subject to fluctuations in financial market coefficients that the seller cannot control.

Products tailored to consumer specifications or clearly personalized, specifically assembled according to design, or that, by their nature, cannot be returned, may deteriorate, or expire quickly.

Returned items must be sent in their original packaging or similar with all their parts, in perfect condition, and properly protected. Items with seals or transport adhesive tapes will not be accepted. Quilate Games reserves the right to reject the return at any time.

Quilate Games has 14 days to refund the customer using the same payment method, whether the order has left our facilities or not. If the order has been paid on delivery, the refund will be made by bank transfer to the account provided by the customer. In this case, the refund period will start once we have received the bank details.