FAQS

Frequently Asked Questions


Are VAT and shipping included in the prices?

All prices shown in our store include VAT and shipping (Spain).

For greater transparency, shipping costs outside Spain are calculated separately at the end of your order, as they depend on the delivery address.

What is the shipping cost?

For shipments to Spain, shipping is free of charge.

What is the delivery time?

Once the order is confirmed, the delivery time in normal conditions will be 3 to 5 working days for destinations in Spain (Peninsula).

Do you ship abroad?

Yes, to all countries in the world with freight forwarding services.

Why haven't I received the order confirmation e-mail?

Once you have confirmed your order you should receive an order confirmation e-mail. If not, please check your SPAM or junk mail folder. If it is not there either, please let us know so that we can resend you the confirmation.

How are the products shipped?

All shipments are properly protected to ensure that the product arrives in perfect condition.

What is the availability of the products?

In principle, all products in our store are available. Some products, due to their artisanal or seasonal nature may have a limited production, indicating this information on the product card.

In the exceptional case that a product is out of stock, we will contact you immediately to propose a similar product or refund the corresponding amount.

Can I specify a delivery time?

The delivery of your package is the responsibility of the contracted courier company, so it is not possible for us to set a specific delivery time. We therefore recommend that you specify an address where you will be reachable.

What are the package delivery hours?

The delivery schedule is from Monday to Friday, from 8:00 am to 7:00 pm.

What happens if I am not there when the package is delivered?

If the carrier tries to deliver the package and there is no one there to receive it, they will leave a note stating the delivery attempt. Please contact the transport agency as soon as possible through the phone number you will find in the note, in order to arrange a new delivery. For any problem, please remember that we are at your disposal at shop@11600.es.

What happens if a product has arrived damaged?

You can return the product in its original packaging assuming ELEVEN600 the extra transport costs that may arise, proceeding to the reshipment of the product completely free of charge for you. To do this it is essential that you always check the status of your order at the time of receipt and note your complaint on the delivery note before signing. Inform us of the anomaly by email at shop@11600.es within a maximum period of 24 hours after delivery (article 952.2 of the Commercial Code).

ELEVEN600 will not assume any responsibility if the products have deteriorated because the addressee is not reachable at the delivery address.

What happens if the content of the package is incorrect?

If one or more products received do not correspond to your order, we will send you the correct products or we will refund the corresponding amount by the same payment method used, being essential the return of the incorrect product. ELEVEN600 will assume all extra transportation costs that may arise, provided that the product has not been used, altered or manipulated.

To do so, please contact us by email within a maximum period of 7 working days from receipt of the order, clearly indicating the order number and the nature of the incident. We will not accept changes or returns that have not been previously notified.

Can I return a product if I am not satisfied?

If for any reason other than the above you are not satisfied with your purchase, you can return your order without any obligation, as long as it is done within 15 days, as established by current legislation. To do so, the product must be in perfect condition and in the original packaging. In this case, you will have to bear the return costs. Once the order has been inspected, we will inform you by email the acceptance of the return. ELEVEN600 will refund the amount of the order, excluding shipping costs, by the same payment method used.

Can I cancel my order?

As long as you let us know before it is in the shipping phase, you can cancel your order and we will proceed to refund you the total amount by the same payment method.

Is it safe to pay by credit card?

For your security ELEVEN600 has relied on the secure e-commerce platform of PayPal and CECABANK which guarantees that your data cannot be intercepted by third parties at any time. Likewise, ELEVEN600 does not visualize, retain or archive such information. Therefore, confidentiality is assured in all communications established during the transaction.

4B, VISA, MasterCard cards are accepted.

ELEVEN600 offers you the highest security and confidentiality when you shop at www.calmabags.com.

In a similar way to the operation you would carry out in an automatic teller machine, when you buy in www.calmabags.com the data referring to your credit card are encrypted and transmitted directly to the corresponding financial entity, which is the one that accepts or rejects the payment. In this way, the information transmitted through the network enjoys total security. ELEVEN600 does not retain these data at any time, so it can neither view nor archive them.

How are my personal data treated?

ELEVEN600 respects your right to privacy: we will only use your personal data to offer you a better service. Under no circumstances will we share them with third parties, except to carry out the corresponding procedures for the shipment of your order. You will be able to access, rectify or cancel them at any time. ELEVEN600 is a company that complies 100% with the LOPD (Organic Law of Data Protection) and LSSI (Law of Information Society Services and Electronic Commerce).

What are cookies and how can I delete them?

In order to improve our service and avoid having to identify yourself at each visit, we use cookies. A cookie is a computer file stored on the hard disk of your computer, which allows us to recognize you for an unlimited period of time. You can delete these cookies at any time by deactivating their use in your browser.

How can I contact you?

The best way is by e-mail. This system allows us to be more agile, flexible and economical in managing communication with our customers. For questions about your order, comments, suggestions or any other information you can write to shop@11600.es