Frequently asked questions

The process to shop at LA FINESTRA is very simple and quick: Create a user account. At the top of the navigation click on "account" and fill in a simple form. If you already have a registered account, log in with your email address. Locate the product you are interested in by accessing the different sections of the menu or by using the search engine. Click "Add to cart" to add the product to your order. Once you have added all the items you wish to buy to your basket, click "VIEW CART" or "CHECKOUT". Enter your delivery details and choose your preferred payment method: credit card or PayPal. Before paying, you will be able to check the items selected, the delivery time and the delivery costs. You will receive your purchase comfortably at home or you can pick it up at our collection points.

The first time you shop at La Finestra, you will have to open a user account. This way, the next time you come back to shop, you won't have to enter your details again. This way, you will be able to shop faster and without mistakes. You will be able to save your favourite products and you will have all your order history. Maintaining your account is free of charge and there is no obligation to buy.

There is no minimum purchase, but for free shipping you must place a minimum order of 39,99 euros for mainland Spain and the Balearic Islands. If you want less product, the shipping costs will be 4,95 euros for mainland Spain and 6,95 euros for the Balearic Islands.

Very simple, at the moment we have created 3 payment formats on the web:

-TPV: credit or debit card, we accept Visa or MasterCard for your card payments, all managed by the virtual platform of the BBVA Bank. Once you pay by card, you access the bank's platform and from there, with your card and following the instructions on the screen, it is very easy and intuitive to complete the operation.

-PayPal: You also have the option of paying by PayPal.

-Bizum: We have a Bizum payment platform so that you can pay for your order conveniently from your mobile phone.

We will keep you informed of the status of your shipment at all times. You can track your order in the section of your account menu that says "history and details of my orders". You will also receive emails on the status of your order, at the following stages:

- Payment received and accepted

- Order being prepared

- Leaving our premises

- In the process of delivery

- Delivered

By default we generate an invoice via web and you can download it directly, but if you want it with your VAT number you will have to request it to ecomsac@lafinestrasulcielo.es

The vast majority of the products we offer are organic, but some, such as the products of the macrobiotic family, have been harvested in uncontrollable environments, such as the sea. Even so, we have approximately 98% of our products fully BIO certified.

It's very easy, from your account access there is a badge below the login page that you can click to access to recover your password.

If you consider that you want to unsubscribe from our website, please send an email to ecommerce@lafinestrasulcielo.es or contact us by phone: 91 787 01 31 / 93 131 66 73.

If you have made a mistake in your order and wish to make a change, you will have to cancel the order and repeat it. You have 30 minutes after completing the purchase to cancel the order, by contacting us at ecommerce@lafinestrasulcielo.es or by telephone on 91 787 01 31 / 93 131 66 73.

If you paid with PayPal, you will receive a refund of the cancelled order immediately. If you paid by credit card, you will see the refund in your bank account within 3-4 working days.

For later modifications, unfortunately we cannot stop the preparation and shipment of the order, so you will have to process a refund when the order arrives.

During the whole order process you can cancel the order in full, but once it has been sent, the whole creation process is activated and you will have to contact us via email, chat or telephone.

Your order will be delivered within 24 to 48 hours (working hours) from the time you place it. Working time slots:

- All orders placed up to 1pm will be placed on the same day and will be dispatched in the afternoon.

- Orders received after this time will be dispatched the following day.

- If you place an order that includes refrigerated products after 1pm on a Thursday, delivery will be delayed by one extra day, as the carrier does not collect refrigerated goods on Fridays.

The transport company will let you know when they are going to deliver your order, and if you are not at home they will leave a notice to arrange a new delivery.

If you are not at home when your order arrives, the carrier's delivery driver will leave a notice in your letterbox or on your door for you to request a redelivery or, if you prefer, to collect the product from the nearest office of our transport operator.

Alternatively, if you know you will not be at home when the carrier arrives, you can choose "pick up in shop" as your delivery method. This way, your order will be sent to the Finestra Point collection point of your choice, and you can pick it up there whenever you want.

If another person from your home is responsible for the delivery, they must indicate their identification details and sign the receipt presented to them by the delivery person. It must always be a person of legal age.

At a finestra point the order must be collected by a customer. If you wish to change the name of the person who will collect the order, you must first inform customer service in order to parameterise the deliveries.

The amount of the products that, for whatever reason, cannot be available but have been charged, will be credited together with the invoice that comes out.

If you are not satisfied with a product, you have 15 calendar days after delivery of the order to return it. The return will be free of charge if it is due to an error on the part of Finestra sul Cielo, but if this is not the case, the transport costs will be deducted from the credit note.

The product must be in perfect condition and in its original packaging. Returns of orders must be processed through our information and customer service telephone number: 91 7870131 or 93 1316673, or by e-mail to ecomsac@lafinestrasulcielo.es, in order to arrange for the collection of the order at your home address.

We accept all returns that meet these requirements:

- You can request a return within 15 calendar days of purchase.

- The item must be in its original packaging and in perfect condition, which means that the seal of the product must not have been tampered with in any way. Furthermore, the items must arrive at La Finestra Sul Cielo protected and in a different packaging to that of the product. For example, inside the shipping box.

- Once we receive the item and check that it is correct, we will refund the amount with the refund option of your choice.

- If at the time of receipt the product is broken, the amount paid will be refunded or a new one will be sent in perfect condition. For this it is necessary that the claim is made within 24h from the reception of the order. In the following frequently asked questions you will find the requirements we need to manage the request.

- In the case of withdrawal from the contract, the return costs will be borne by the customer, if the shipment has been made correctly beforehand. It is important to send the goods in secure packages and with transport costs covered. If La Finestra Sul Cielo has to bear the shipping costs, the corresponding amount will be charged to the customer.

When the carrier makes the delivery, it is important to check the state of the order before signing the delivery note to detect possible incidents:

1. Check that the number of packages specified on the delivery note matches the number of packages delivered. If they do not match, write it on the delivery note.

2. Check the carton for external damage. If this is the case, write it on the delivery note.

3. If everything looks OK, write "OK except for internal analysis" on the delivery note.

4. If the order appears to be visibly damaged, please refuse delivery, stating the reason on the delivery note.

For the management of any incident when you receive your order, it is essential that you keep the shipping box for 15 days, as depending on the type of incident you have, we may need photographs of it.
If when you receive your order you find that it is not correct, send us your complaint to the e-mail ecomsac@lafinestrasulcielo.es with the photos of the wrong product, where you can see its label and barcode, so that we can give you a solution as soon as possible.
If, on the other hand, you are missing a product and your order consists of several packages, we may ask you how the products were distributed in the boxes and you may send us photographs.
The deadline for this type of complaint (Missing product / Wrong product received) is 24 calendar hours from receipt of your order. No claims will be accepted after this period.

My product arrived broken:
If upon receiving the product you detect that it has been damaged during transport, you must indicate this on the transport delivery note. The claim must be made within 24 hours of receipt of the order.

In addition, we will ask you for photographs of both the damaged product and the shipping box. It is essential that you check the condition of your package before signing the carrier's delivery note, and that if you notice that the box is in poor condition, you write it on the delivery note, where it is signed (in reserve). To claim the damage, send the claim to ecomsac@lafinestrasulcielo.es attaching photos of the broken product and the 4 sides of the shipping box.
My product is defective:
If, on the other hand, the product was in perfect condition on arrival, but is defective, please contact us at ecomsac@lafinestrasulcielo.es and we will inform you of the steps to follow according to the warranty.

In both cases, you must attach photographs of the product and the shipping box so that we can see what you have received. We will contact you as soon as possible.