SHIPPING AND RETURNS
Placing an order on www.rocobricks.es implies acceptance of the following terms and conditions.
DISPUTE RESOLUTION
The EU Commission has established an online dispute resolution platform called ODR. Its link is: https://ec.europa.eu/consumers/odr/.
SHIPPING
We deliver to the EU countries listed by area and to the UK and Norway. For other destinations, including Ceuta, Melilla and the Canary Islands, please check in advance.
Orders are sent by DHL transport agency. Delivery times for shipments to Spain and Portugal are 24/48h and 2 to 5 days for all other destinations in the European Union.
There is no minimum order amount. The maximum weight allowed for an order is 20 kg.
Shipping rates are 6€ for mainland Spain and Portugal and 11€ for the Balearic Islands. Shipping costs are free from 150€ for mainland Spain and Portugal, and from 200€ for the Balearic Islands.
For the rest of the EU destinations, shipping costs are reflected in the following table according to the area of the destination country:
| Zone 1 | Zone 2 | Zone 3 | Zone 4 | ||
| Up to 5 kg | 34 € | 39 € | 47 € | 54 € | |
| from 5 a 10 Kg | 39 € | 45 € | 55 € | 63 € | |
| from 10 a 15 Kg | 43 € | 50 € | 60 € | 69 € | |
| from 15 a 20 Kg | 47 € | 54 € | 68 € | 78 € | |
Zone 1: France, Belgium, Holland and Luxembourg
Zone 2: Germany, Austria, Denmark and Switzerland
Zone 3: Slovakia, Slovenia, Finland, Hungary, Ireland, Norway, Poland, United Kingdom, Czech Republic and Sweden
Zone 4: Bulgaria, Croatia, Estonia, Greece, Latvia, Lithuania and Romania
ROCOBRICKS SL will send the buyer, the tracking code of the shipment as soon as it is made. The code sent will allow the tracking of the shipment through www.dhl.com
DAMAGE AND LOSS
Unless otherwise stipulated in any applicable law, in the event of damage to the shipment or loss:
– If the goods are lost or damaged during transport and the damage is visible outside, you must record the details of the loss or damage clearly in a note on the delivery note or on the shipping documents when the shipment is received and inform ROCOBRICKS SL at the email address support@rocobricks.es as soon as possible.
– If the loss or damage is not visible until the packaging is opened, the recipient must notify DHL at www.dhl.com and ROCOBRICKS SL as soon as possible by email at support@rocobricks.es indicating the damage and/or loss, at the latest within 7 calendar days of delivery in the case of national transport and working days in the case of international transport.
We offer the option of taking out a fully comprehensive insurance for each order, at a cost of 12€(VAT included) per order. If this option is not chosen, the customer agrees to limit possible compensation for damage caused to the shipment or loss during transport to that established by law.
ORDER ERROR
The recipient must check upon receipt that the contents of the shipment correspond to their order and if this is not the case, notify ROCOBRICKS SL as soon as possible by email at support@rocobricks.es indicating any discrepancies between the order placed and the goods received, in order to proceed to correct the error.
RETURNS
Buyers are entitled to exercise their right to withdraw from (cancel) purchases made on the ROCOBRICKS website (www.rocobricks.es). This right must be exercised within FOURTEEN DAYS of receipt of the order at the stipulated address.
Returns will only be accepted when products are in perfect condition, have not been used and are returned in their sealed, original packaging with any labels still attached, along with, where applicable, any accompanying documents or accessories, which must also be in perfect condition.
Returns of products that have been customized according to customers’ instructions or produced, adapted or put together based on customers’ specifications will NOT be accepted.
ROCOBRICKS will be entitled to refuse the right to return purchases in the event of non-compliance with any of the above requirements. For products that were purchased with the additional gift-wrapping option, under no circumstances will any sums billed in relation to said option be refunded.
How to exercise the right to withdraw from (cancel) a purchase:
To return a product, the buyer must send an email to support@rocobricks.es within FOURTEEN DAYS of receipt of said product, stating his or her wish to carry out a return, the relevant order number and the product(s) to be returned.
ROCOBRICKS S.L. will then contact the buyer to inform him or her that the return process has begun and to provide further instructions. All products returned must be in perfect condition, must not have been used and must have all of their labels still attached and be in their sealed, original packaging along with, if applicable, any documents or accessories that they came with.
Once the buyer’s request to exercise the right of withdrawal has been received and once in possession of the merchandise to be returned, ROCOBRICKS S.L. will examine the product(s) received and will contact the buyer to provide further information regarding the return.
When applicable, refunds of sums paid to purchase products that have been returned will be made as soon as possible and always within SEVEN DAYS of receipt of the item(s) returned, under the terms and conditions set out for returns and ONLY via the same method of payment used to make the original purchase.
Shipping costs for products returned pursuant to the right of WITHDRAWAL (cancellation of a purchase):
When returns are made by buyers exercising their right to withdraw from a purchase, the original shipping costs will NOT be refunded. Likewise, return shipping costs for products returned by buyers exercising their right to withdraw from a purchase will also be paid by the buyer. ROCOBRICKS S.L. does not accept returns whose shipping costs are payable by cash on delivery.
If the buyer should so require, ROCOBRICKS S.L. will arrange for collection of the product by the courier that originally delivered it, and will deduct the cost of returning said product from the amount refunded.