Shipping policy
Shipping process
1. Tracking process and delivery time
The process for tracking your order is simple. The first thing you need to know is that we need between 2 and 4 business days to carefully print your book according to your preferences. Then, delivery time varies between 2 and 5 business days depending on your location. If we have a printing facility in the country of the recipient, delivery usually takes between 1 and 4 business days. During this entire process, we are committed to providing an efficient and high-quality service so that you can enjoy your personalised book within the shortest time possible.
2. Cut-off time
We want to ensure that you receive your order in the estimated time, and so it is essential that you complete your order before our cut-off time at 15:00 (CET). If you complete your order before this time, we will process your order immediately, but please note that the printing process will start on the next business day of our printers.
3. Personal data
To guarantee an efficient and secure delivery, we will share your contact details, name and address with our printing and courier company. This data will only be used for the purpose of facilitating the delivery and resolving any issue related to it.
Shipping and delivery
1. Business days of courier companies
Please note that the courier companies only operate from Monday to Friday, excluding Saturdays, Sundays and public holidays. When providing estimated delivery times, we don't consider local public holidays in the delivery location; we only take into account the national and local public holidays in the place of origin of the shipment.
2. Delivery
Unfortunately, we cannot guarantee a specific time of delivery. The courier companies will deliver your order at some point during the agreed day, generally before 20:00. If you cannot be reached on the first delivery attempt, the courier company will attempt a second delivery at a time previously agreed with you. If the delivery cannot be completed on the second attempt, you will be asked to personally collect your order from the courier company's premises or offices.
3. Hold time
Once your personalised book arrives at the courier company's premises or offices, it will be held for approximately one week. During this period, we strongly recommend that you collect your book to avoid any inconvenience. <br>
If you are unable to collect your book during this time, unfortunately, the courier company will proceed with the returns process to the address of origin.
4. Undelivered orders
If an order is dispatched and cannot be delivered for reasons caused by the customer, the amount paid for shipping will not be reimbursed and you will have to pay again for the reshipment of your book.
5. Responsibility for delivery times and choice of carrier
In exceptional circumstances, we reserve the right to change the courier company in charge of sending your package, always guaranteeing that the shipping times remain unchanged.<br>
It is important to note that Materlu's liability is limited in the event of unforeseen circumstances, such as strikes, adverse weather conditions preventing normal traffic by land, sea or air, among others. In these exceptional circumstances, we promise to deliver the packages as soon as possible, and the delivery times previously mentioned will not apply.
6. Limitations after shipment
It is important to note that once the order has been dispatched, the management of the package and any possible changes are out of Materlu's direct control. Courier companies have stringent policies that limit the ability to make modifications unless requested directly by the customer. <br>
If you wish to make any changes after the package has left the printer's premises, we recommend that you contact the courier company directly. Only the customer themselves can request and manage any necessary changes.
Withholding taxes and customs costs
1. Withholding taxes
Sometimes, international shipping can be subject to withholding taxes, which is out of our control. These taxes can be due to local inspection processes or regulations. In these cases, Materlu will do everything possible to streamline the process, but we cannot guarantee specific timeframes during the time the package is withheld.
2. Customs information:
In the case of a purchase that is to be delivered to countries or localities that are subject to customs control (such as the Canary Islands), Materlu may request additional information, such as a personal ID number. This measure is aimed at facilitating the customs clearance process and reducing the possibility of customs detentions.<br>
It is the customer's responsibility to provide complete and accurate information for the customs documents. This includes details about the content, value and purpose of the package. Materlu does not take responsibility for delays caused by incorrect or incomplete information provided by the customer.
3. Customs costs and taxes:
Customs costs and taxes associated with the customs office are the customer's responsibility. These costs may vary according to local regulations and the value of the product. Materlu does not take responsibility for these costs and we recommend that clients inform themselves of local customs policies before completing an international order.
4. Communication with customs:
In the event of prolonged delays or problems with customs clearance, Materlu will cooperate as far as possible to resolve the situation. However, direct communication with customs authorities must be managed by the customer.<br>
When completing an international order, you understand and accept these withholding policies and customs costs. If you have any additional questions or you need assistance, please do not hesitate to contact us.
Order notifications:
1. Order confirmation:
When you complete your purchase, you will receive a confirmation email at the email address provided on the form. This message ensures that the order has been successfully registered.
2. Shipping process:
Subsequently, we will send you another email when your order is shipped, along with a tracking link. You will then be able to monitor the status and location of your order along the way.
3. Successful delivery:
Once your order has been delivered successfully, you will receive another notification via email to inform you that your order has arrived at its destination.
4. Purchase review:
We will send you one final email approximately 24 hours after you receive your personalised book, so that you can rate your purchase experience. Your opinion is very important to us.
