Shipping policy
VITATIENDA SERVICE POLICIES
Our Service Policy forms part of and should be read in conjunction with our Terms and Conditions. We reserve the right to change this Service Policy at any time.
► General Shipping Conditions
■ Delivery Times:
- Delivery times start counting from the moment the order is handed over to the carrier.
- Public holidays and weekends are not considered business days and therefore are not included in the delivery time.
- During periods of high demand (e.g., Black Friday), shipments may experience delays due to the volume of orders.
■ Safety and Responsibility:
- All shipments are insured against loss or theft to ensure the quality of our service.
- We are not responsible for deliveries made to incorrect addresses provided by the customer without the assistance of a sales agent.
- It is crucial to verify that the contact details and shipping address are correct when placing the order. You will receive notifications via email and to the registered mobile number when your order is dispatched, including a tracking number for the shipment. Therefore, it is mandatory to provide a local telephone number of the destination country to facilitate contact by the transport company if necessary.
■ Incidents in Delivery:
- If delivery cannot be made due to errors in the address or postal code or due to inability to contact, the customer will be responsible for the costs of re-shipment or return.
- If you need to change the address of an order in transit, a fee of €50 will be applied to manage the adjustment. This change is subject to certain restrictions and is not always possible.
- In case of errors in your details, you can contact us at reclamos@cocomarch.com.
► Shipping Policy
■ Shipping Destinations:
European Union: We ship to Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, and Sweden.
Additional Countries and Territories*: We ship to Andorra, Norway, Switzerland, Åland Islands, Canary Island, Ceuta and Melilla, Guernsey, Jersey, Heligoland, Büsingen, Mount Athos, Dutch Antilles, Northern Ireland, Sovereign Areas of the United Kingdom in Akrotiri and Dhekelia, Gibraltar, Campione d'Italia, Faroe Islands, Greenland, French Guiana, French Polynesia, Guadeloupe, Martinique, Mayotte, New Caledonia, Réunion, Saint Barthélemy, Saint Martin, Wallis and Futuna.
NOTE: DDP Service, all shipments are conducted under the term Delivered Duty Paid (DDP). This means that all associated charges, including customs duties and local fees upon entering countries within and outside the European Union, are included in the shipping costs that the customer pays to VitaTienda at the time of purchase.
The buyer will not be responsible for paying any additional charges upon receipt of their order.
■ Shipping Costs:
Free Shipments: Orders shipped to mainland Spain and the Balearic Islands are free when the order total is €60.00 or more. This does not apply to Ceuta, Melilla or the Canary Islands.
Cost Shipping: For orders shipped to Ceuta, Melilla, the Canary Islands and the rest of Europe, a shipping cost will be applied, which will be detailed during the purchase process.
► Order Tracking
At VitaTienda, we are committed to offering you an effective and transparent tracking of your order.
■ Customer Service Hours for Tracking:
Business days: Monday to Friday
Hours: 8:00 am to 5:00 pm (Barcelona time)
Contact: For any inquiries related to tracking your order, you can contact our Customer Service Department using the following options:
- Email: Send a message to rastreo@cocomarch.com.
- Phone: Call the numbers provided by VitaTienda during our service hours.
► Additional Assistance
At VitaTienda, our commitment is to provide the highest quality customer service. If you have questions about our policies or if you are not satisfied with the way your claim, return, or replacement of an item has been handled, we want to address your concern and resolve any issues.
How to Contact Us
To ensure that your inquiry is directed to the correct department and handled efficiently, please use the following emails:
- General Inquiries and Assistance: ayuda@cocomarch.com
- Order Claims: reclamos@cocomarch.com
- Order Tracking: rastreo@cocomarch.com
We appreciate you providing all relevant details in your message so that we can assist you in the best possible way. Our team is dedicated to resolving your concerns and ensuring your satisfaction.
