FAQS

Order Tracking

When your order is ready, we will send you an email with all the tracking information and a link where you can check the status of your order.

When your order has been delivered, you will receive an SMS or email from our courier companies (Correos or Zeleris) with the tracking number.

To check the status of your order, go to the tracking page or the Zeleris page (https://www.zeleris.com/busqueda-envio.aspx).

If the tracking number does not work, don’t worry. It may take a few hours for the carrier to enter the tracking information into their system. Please wait a few minutes and try again.

If your order passes through customs, we are not responsible for any additional costs that may be incurred, nor for the delivery period indicated.

Shipping cost

Shipping costs are 4,50€ to the Iberian Peninsula and 6,90€ to the Balearic Islands, unless a special discount is applied. We do not ship to the Canary Islands We do not ship to the Canary Islands

  • Peninsula 24-48 hours 4,50 €.
  • Balearic Islands 3-5 working days € 6,90
Taxes

The price of the products is indicated with the description sheet of each product. Value Added Tax (VAT) is included. If any other tax is to be applied, this will be indicated.

Defective products

If you receive a defective product, please send us pictures to [email protected] where the defect is clearly visible so that we can verify it and provide you with a solution.

Wrong order

If you receive an incorrect order, please send us an image to the email [email protected] where you can clearly see everything you have received, with their respective references in the package. Once verified, we will provide you with a solution. Once verified, we will provide you with a solution.

Changes to the order

If you need to make an exchange of the products received, we will need you to indicate the change you want to make to [email protected] This change will involve a payment of €4.50 for shipping costs (Peninsula) or what corresponds to your geographical area for standard shipping.

Once we receive your request, we will send you a link so that you can pay the shipping costs. The courier who delivers your order will be the same one who collects the previous order. Translated with www.DeepL.com/Translator (free version)

Order return

You have 30 days to return your order. You will have to pay €4.50 for shipping costs (depending on the geographical area) which will be deducted from the amount to be returned. The cost will depend on your geographical area.

We’ll send you the shipping label once we receive your order.

Methods of payment

Accepted payment methods are credit or debit card, Apple pay or Google pay. We do not accept other payment methods such as bank transfer or cash on delivery.

If you got any problem to checkout your order, you can try to do it with another device or web browser. You have to be sure that you’ve got at leat 1€ in your wallet or bank.

Send us a screenshot if the error is persisting.

Contact to La Flama

If you have any questions, please contact us at [email protected]