FAQs

PAYMENT

HOW DO I MAKE A PAYMENT IN LETICIA VALERA ONLINE STORE?

PayPal, credit card, debit card and bank transfers are accepted as payment methods at our online store. You can select your preferred payment method at the end of the ordering process.

WHAT IS PAYPAL AND HOW CAN I USE IT TO PAY?

PayPal allows any business or individual with an e-mail address to securely send and receive payments online. Use the link “Pay with PayPal” to access PayPal's secure website. Once you have access, you may confirm your payment if you have an account. If you do not have a PayPal account yet, you can sign up free of charge selecting your credit or debit card, in order to make a payment. The use of PayPal as an online payment method is safe and free.

WHICH CREDIT CARDS CAN I USE FOR PAYMENT IN LETICIA VALERA ONLINE STORE?

In Leticia Valera Online Store you can make your payment with a credit card or debit card, such as Visa, Visa Electron, MasterCard or American Express.

CAN I ASSUME THAT PAYING WITH CARD IS SECURE?

The payment of your order is received in real-time through Virtual POS once the provided data have been validated.

leticiavalera.com guarantees completely safe and confidential processing of the data relating to your payment method. Your credit card details are transmitted in encrypted format (SSL). This solution guarantees the secrecy of the communication through a dialogue with encryption keys. In order to detect and avoid fraudulent operations and unnecessary harm and inconvenience to our clients, Leticia Valera has adopted fraud prevention measures and controls. These controls consist of the analysis of the characteristics of the orders and their comparison with previous fraudulent operations. Occasionally, in order to ensure that it is not a fraudulent operation, Leticia Valera may require you to complete specific information or to provide other additional information. A refusal to supply said information will prevent Leticia Valera from performing the necessary checks on the authenticity of the order. Under the above scenario, Leticia Valera will be entitled to cancel or reverse the order on the basis of fraudulent operation. Despite our efforts to improve our fraud detection system, in certain cases, a transaction may be identified as fraudulent when this is not actually the case. If you have been affected by this and your operation is incorrectly denied, let us know using the contact methods provided in these General Conditions. In this way, we will be to able process your enquiry at the earliest possible time.

Additionally, note that the providers or issuers used may have other anti-fraud measures in place that are beyond the control of leticiavalera.com, and which may result in the rejection of certain types of operations. leticiavalera.com does not have control over and is not responsible for the damages, which may be caused caused by the application of policies adopted by the different providers or issuers of the payment methods.

The use of a payment method owned by a third party is forbidden except in those cases where this third party has expressly authorised its use, in which case it is your responsibility to prove this authorisation and you will also assume liability for any damages leticiavalera.com may incur.

HOW CAN I RECOGNISE MY PURCHASE WITH CREDIT OR DEBIT CARD ON MY BANK STATEMENT?

The name LETICIA VALERA will be displayed on your bank statement.

WILL MY CREDIT OR DEBIT CARD BE CHARGED IMMEDIATELY WHEN I COMPLETE MY ORDER?

If you pay with a debit card it will be charged immediately.

If you pay with a credit card it will not be charged immediately. However, you can access this information through the account statement associated with your payment card.

WILL I RECEIVE A RECEIPT?

leticiavalera.com will send you a paper purchase receipt with your order. If you wish, you can request for an invoice by contacting our Customer Service department within 30 days following your purchase. Invoices can only be emitted to individuals. If you wish to make a purchase as a legal entity, please send an e-mail to info@leticiavalera.com

To do this, customers have to introduce their ID card or an equivalent national identity document in the relevant field during the ordering process. Leticia Valera may require that you provide your ID card or an equivalent national identity document for regulatory, operational or security purposes.

RETURNS

WOULD IT BE POSSIBLE TO RETURN MY PRODUCTS?

leticiavalera.com allows you to return your purchase within a maximum of 14 days from the delivery date, provided that the products purchased have not been used and are returned in its undamaged packaging.

We do not accept returns or exchanges of customised or tailor-made products. If you need an adjustment or modification, please contact our Customer Services team to assist you during the process.

SHOULD I PAY THE COSTS OF RETURN SHIPPING?

You must bear the shipping costs of the items you wish to return. leticiavalera.com will not accept returns with unpaid postage. The returned items will be inspected carefully. When the product is returned in its undamaged packaging and with its labels inside, we will proceed to refund the corresponding amount.

WHAT POSTAL SERVICE SHOULD I USE TO RETURN MY ITEMS?

You are free to choose any courier or postal service to return your products to our warehouse. In any case, we recommend that you use a tracked postal or courier service to follow your shipment until parcel delivery. We would like to remind you that customers are responsible for return shipping as this is beyond the control of Leticia Valera, since customers can choose their courier or postal service independently.

HOW TO APPLY FOR A REFUND FOR THE PURCHASED PRODUCTS?

Returns by post:

Follow these steps to return your items by post:

1-Contact our Customer Service department to obtain your return code.

2-Fill out the Return Form that will be sent to your e-mail address, as requested. Indicate your order number and the reference of each item to be returned. To receive this document, please write an e-mail to info@leticiavalera.com. For the purposes stipulated in the Revised Text Of The General Law For The Protection Of Consumers And Users approved by Royal Legislative Decree 1/2007 Of 16 November, this document will be deemed as a withdrawal form.

3-Place the returned items together with the Return Form in a box or envelope and specify the return delivery address, order number and return number on the parcel.

WHEN WILL I RECEIVE MY REFUND?

Once our team has received your return and completed their Quality Control check, the refund will then be processed.

WITH WHAT PAYMENT METHOD WILL I RECEIVE MY REFUND?

All the amounts that had been previously received by leticiavalera.com and had to be refunded to the customer in conformity with the stipulated in this section, will be issued, if possible, to the same payment method used during the purchase. In the event that the method used would be declined for refund payment, leticiavalera.com will pay the corresponding amount by bank transfer. Please note that your bank institution may take up to 7 days to process the payment.

WHAT IF MY RETURN IS DECLINED BY THE QC TEAM?

If it is declined, you will be contacted by the Customer Service team to let you know that your item(s) is not eligible for return. In this case, a refund will not take place and the product(s) will be sent back to the address provided. The package will include a quality form specifying the reason why the product(s) was rejected.

ISSUES WITH A PRODUCT OR RECEIPT

WHAT IF I RECEIVE A POOR-QUALITY PRODUCT?

If you notice any issues with your received order, please contact our Customer Service team before returning the products: we will offer you the best solution.

WHAT IF MY ORDER IS DEFECTIVE?

To solve any issues related to the received products, please contact our Customer Service department.

Bear in mind that you will be asked to provide images of the product so that we can identify the kind of issue at hand.

This is particularly important since these images will be submitted to our manufacturing department in order to continually improve the quality of our products and to avoid future issues.

EXCHANGES

IS IT POSSIBLE TO EXCHANGE MY PRODUCTS?

Yes, it is. You may request for an exchange of the received products in the following 30 days after order delivery date. Returned products should not be carried, washed or altered in any way.

We do not accept returns or exchanges of customised or tailor-made products. If you need an adjustment or modification, please contact our Customer Services team to assist you during the process.

All returned products should have their original labels and packaging.

HOW CAN I EXCHANGE MY ORDER?

Returns by post:

Follow these steps to return your items by post:

  1. Contact our Customer Service department to obtain your return code.

  2. Fill out the Return Form that will be sent to your e-mail address, as requested. Indicate your order number and the reference of each returned item. To receive this document, please write an e-mail to info@leticiavalera.com. For the purposes stipulated in the Revised Text Of The General Law For The Protection Of Consumers And Users approved by Royal Legislative Decree 1/2007 Of 16 November, this document will be deemed as a withdrawal form.

  3. Place the returned items together with the Return Form in a box or envelope and specify the return delivery address, order number and return number on the parcel.

SHIPMENT AND DELIVERY

Free shipping in Spain (including the Canary Islands and the Balearic Islands) on all products by Leticia Valera. Delivery within 2-3 working days.

In the rest of Europe, the shipping cost is 10€; in the rest of the world, it is 17€. Deliveries within 3-4 working days.

Please be aware that you may need to pay a fee or customs duty on sales. Returns are eligible for a refund if an authorisation form for return is submitted within 14 days following the original purchase.

SHIPPING

All orders are sent directly from our warehouse and managed by DHL and MRW.

Online orders are generally delivered between 2-3 working days in Spain and between 3-4 working days in the rest of the world, the process starting from the order confirmation date. In case of a delay, you will be informed of this by e-mail.

Shipments in Spain (the Canary Islands and Balearic Islands included) are free of charge. In the rest of Europe, the shipping cost is 10€; in the rest of the world it is 17€.

We send into all countries of the world.

SHIPPING AREAS:

  1. Spain (the Canary Islands and Balearic Islands included): Free

  2. All European countries: 10€

  3. In the rest of the world: 17€

As for some particularly big or bulky items (rigid-format lampshades), an additional shipping cost of 70€ will be charged for each item in international shipments. To process this, we will contact you via e-mail once your order is confirmed.

ORDERS

WHEN WILL MY ORDER BE PROCESSED?

We will process your orders 2 hours after they are received and a payment has been made. Our service is available 7 days per week, and orders are prepared at our warehouse between 9 am and 5 pm GMT, from Monday to Friday.

All orders confirmed after 5 pm, on Friday, will be processed at our warehouse on the next business day, that is, on Monday.

Note that if this is your first order with us, it is possible that the process is delayed since we will need to verify your identity and clarify some other information.

HOW CAN I CHECK MY ORDER DETAILS ONCE IT IS CONFIRMED?

If you wish to revise or verify any information related to your order and you are a registered user, please log in to your account to access our online shop and click “My Orders”.

In “My orders”, click your order's number or “See order” to check your order details.

CAN I MODIFY MY ORDER ONCE IT HAS BEEN PLACED?

If you need to modify your order after it has been placed, please contact us at our Customer Service department.

Please bear in mind that our order processing is automatic and therefore, we cannot ensure that a change in the order delivery address is confirmed for already paid or processed orders into our system.

ACCOUNT

HOW DO I CREATE A NEW ACCOUNT ON LETICIA VALERA?

To create your new account on Leticia Valera you need to go to: leticiavalera.com/mi-cuenta

WHY IS IT USEFUL TO HAVE AN ACCOUNT ON LETICIA VALERA ONLINE STORE?

To improve our online purchase processes and to avoid completing the same information again when a new order is placed, you will need be registered as a user of our Website. You can subscribe at any time through the registration section or even during the purchase process. When your registration is completed, you will receive a confirmation e-mail informing you that the process is correct.

You can access the user section by clicking “My Account”. Use your e-mail address and password or any means that, in each case, leticiavalera.com may enable for user authentication.

Registration as a User allows you to access your purchase history, see and edit registration information, or request a refund and any other processes related to your purchase.

Registration as a user of leticiavalera.com is free of charge and not subject to any conditions. You can unsubscribe as a user at any time by simply sending an e-mail to info@leticiavalera.com. Unsubscribing as a user will result in the cancellation of your personal user data, and makes future online purchases impossible unless you register again as a user.