Macrobiotics
Beverages
Breakfasts, snacks and sweeteners
Snacks
Italian bread and doughs
Pasta
Legumbres, cereales, conservas y otros
Nuts and seeds
Oils, sauces and condiments
Babies & kids
Refrigerated
Frozen
Food supplements
Organic hygiene and cosmetics
Household cleaning
CookbooksWhat payment methods do we have?
Very simple, for 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 BBVA Bank.
-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.
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 transaction.
What are the shipping costs?
Shipping costs will be €4.95 for deliveries to the peninsula and €6.95 for deliveries to the Balearic Islands. Shipping costs will be free for purchases over 39,99€ for the Peninsula and for purchases over 49,99€ for the Balearic Islands.
For international shipments, please contact us at ecommerce@lafinestrasulcielo.es.
How can I cancel an order?
During the whole order process you can cancel the order in full, once it has been sent, the whole creation process is activated and you will have to contact us via email, chat or telephone.
When will I receive my order?
Delivery will be made within 24 to 72 hours (working hours) from the time you place your order.
Working time slots:
All orders placed before 1pm will be processed on the same day and dispatched in the afternoon. Orders received after this time will be processed the following day.
If you place an order that includes refrigerated products after 13:00 on a Thursday, delivery will be delayed by an extra day, as the carrier does not pick up refrigerated goods on Fridays.
The transport company will let you know when they are going to make the delivery, and if you are not at home they will leave a notice to arrange a new time.
What are the conditions for a refund?
We accept all returns that meet the following requirements
- You can request a refund 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 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 you 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. To do this it is necessary that the claim is made within 24 hours of receipt of the order. We invite you to see in more detail in the FAQ section the requirements necessary to manage the request.
- In the event of withdrawal from the contract, the costs of returning the goods shall be borne by the customer, provided that the goods have been correctly dispatched beforehand. Please send the goods carriage paid and in insured packages. If La Finestra Sul Cielo has to bear the shipping costs, the corresponding amount will be deducted from the refund.
What do I do if my order is not correct?
For the management of any incident upon receipt of 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, please send us your complaint by e-mail to ecommerce@lafinestrasulcielo.es with the photos of the wrong product received, where you can see the product information such as labels and barcodes, so that we can give you a solution as soon as possible.
If, on the other hand, you are missing some products 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.
What do I do if my order is broken or in bad condition?
My product is broken:
If you detect that the product has been damaged during transport when you receive it, you must indicate this on the carrier's delivery note.
It is then necessary that the claim is 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, please contact us at ecommerce@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 has production defects, please contact us at ecommerce@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.