Shipping policy
Orders are processed on business days, Monday to Friday. Orders received at weekends or on public holidays are processed on the next business day.
Shipping rates
We ship from Madrid, and every medal arrives gift-wrapped at no extra cost. Shipping is calculated at checkout:
- Spain: free on orders of €65 or more (mainland and Balearic Islands); otherwise €3.95 (Madrid), €4.95 (mainland) or €5.95 (Balearic Islands).
- Portugal: €5.95.
- Rest of Europe: €15 or €20 depending on the country.
- United States and Canada: €24.
- Latin America: €30.
International shipping outside the European Union is free on orders of €600 or more. Canary Islands: email us at info@khartesmadrid.com to arrange shipping and payment.
Any customs duties or local taxes are always paid by the customer. Shipping and/or return costs are paid by the customer.
Although we use fast shipping, occasional delays beyond our control may occur (incorrect address, nobody at home, strikes, public holidays...). In these cases we cannot be held responsible for usual delivery times. During sales, holidays and promotions, deliveries may take longer.
Product availability
All orders are subject to product availability. If there are supply problems or an item is out of stock, we may offer you alternative products of equal or higher quality and value. If you do not want them, we will refund any amount you have paid.
We reserve the right to withdraw any product from this website at any time and to remove or modify any material or content. Exceptional circumstances may require us to decline an order before or after sending the Order Confirmation, and we reserve the right to do so at any time at our sole discretion. We will not be liable to you or any third party for withdrawing a product, modifying website content or declining an order.
Delivery delays
If for any reason we cannot meet the delivery date, we will let you know and give you the option to continue with a new delivery date or to cancel the order with a full refund. We do not deliver on Saturdays or Sundays.
“Delivery” is considered to have taken place at the agreed delivery address on the date agreed with the carrier, communicated by phone, SMS and/or email.
Failed delivery
If delivery fails after two attempts, we will tell you where your order is and how to collect it. You have a maximum of 14 days from the Shipping Confirmation to arrange delivery. If the order has not been collected by then, we will consider the contract cancelled and refund the price paid for the products, minus shipping and handling costs, within 14 days.
If the carrier cannot deliver the order after 2 attempts, it will be returned to our warehouse and the customer will pay the shipping and return costs, plus any associated handling costs.
Transfer of risk and ownership
Risk in the products passes to you on delivery. You acquire ownership of the products when we receive full payment of all amounts due, including shipping, or on delivery if that is later.
The customer is solely responsible for the accuracy of the shipping details provided. If the order is correctly delivered to the address given, no refund or replacement will be made where there is an error or omission in those details. If the order is returned because of incorrect or incomplete details, the customer will pay for reshipping. The store is not responsible for incidents or delays caused by errors in the address provided.
Questions? Email us at info@khartesmadrid.com.