Shipping policy

WHERE CAN I RECEIVE MY ORDER?
You can receive your order at any address you choose (home, workplace, etc.) but never at a P.O. Box. Make sure to provide all the details correctly (street, block number, floor or house, postal code, city, etc.). If the address provided is for a business, warehouse, or office, don’t forget to include the name of the business, warehouse, or office in your order.

HOW LONG WILL MY ORDER TAKE TO ARRIVE, AND HOW MUCH ARE THE SHIPPING COSTS?
Orders are delivered within approximately 2 to 3 business days (excluding Saturdays and Sundays), depending on the courier's schedule once dispatched.

If you place an order between Friday and Sunday, it will be processed and shipped the next business day (Monday), and it should arrive by Tuesday or Wednesday at the latest.

• For deliveries to the Balearic Islands and Portugal: 2 to 4 business days.
• For deliveries to the rest of Europe: 3 to 5 business days.

CAN I CHOOSE A DELIVERY TIME SLOT?
Deliveries are made between 8:00 AM and 8:00 PM. You can specify a preferred delivery time or time slot, but it will not be guaranteed, as it depends on the transport company’s established routes. However, they will make every effort to deliver within your indicated time preference.

CAN I TRACK MY ORDER STATUS?
Yes, you can track your order through the "My Orders" section in your account. Once you receive an email confirming that your order has been shipped, you can also contact the GLS courier service nearest to your location (Monday to Friday, 10:00 AM to 6:00 PM) to check the shipping status.

WHAT IS THE HOME DELIVERY PROCESS?
We will send you a confirmation email once your order has been shipped. GLS, the courier company, will then contact you via email or phone to inform you of the delivery date.

CAN SOMEONE ELSE PICK UP MY ORDER?
Yes, someone else can pick up your order, provided it is delivered to the address specified in the order. Please note that the person collecting the order must present identification and sign for the delivery.

WHAT HAPPENS IF I AM NOT HOME AT THE TIME OF DELIVERY?
If you are absent during delivery and the courier can access your mailbox or entrance, they will leave a notice with contact details. They may also call you using the phone number provided in your order to arrange a second delivery attempt.

The courier will make up to two free delivery attempts at the specified address. If both attempts fail, you will need to collect the package from the destination depot. If the courier cannot contact you after two attempts or deliver the package, it will remain at the destination depot for up to 7 calendar days. You can either pick it up from the depot or pay for a third delivery attempt.

I MADE A MISTAKE IN THE ORDER DETAILS / I WANT TO CHANGE THE DELIVERY ADDRESS. WHAT SHOULD I DO?
If your order has not yet left our warehouse, contact customer service at info@palestino.store so they can resolve the issue. If your order has already been shipped, contact the GLS courier service. Please note that once the order is shipped, changes such as address correction, missing address details, incorrect postal code, or rerouting may incur additional costs and delivery delays. If you prefer not to pay the additional fee, you can collect the package at the destination depot assigned to your postal code.

CAN I CANCEL AN ORDER ONCE IT HAS BEEN SHIPPED?
No, once the order has been shipped (you will receive an email notifying you), it cannot be canceled. In this case, you must accept the delivery and then have 30 calendar days to return the order and place a new one if desired.

If you refuse the package or it is returned to our warehouse due to failed delivery attempts and/or lack of contact on your part, a fee of €12 will be deducted from the refund to cover transport costs incurred.