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Shipping & Returns

Focused on offering the highest quality and the best service. On this page you’ll find some of the questions that frequently arise in relation to shipping and returns. However, please do feel free to contact us directly by phone or email if you have any questions. Telephone +44 2033181092: Monday to Thursday 8am to 5pm, Friday 8am to 2pm.
Email: contacto@frutamare.com

Shipping & Returns

What are the shipping costs?

The cost for shipping to the mainland (Spain and Portugal) is free.
Shipping to other parts of Europe is at the customer’s expense. The prices are shown in the following table:

Shipments to Europe
Country Shipping times 5kg 10kg 15kg
Germany 3-4 working days

15€

France 2-3 working days
Italy 3-4 working days
England 3-4 working days

Are returns accepted? How are they processed?

The consumer has the right to withdraw, cancel, return the order made or purchased without needing to justify their decision. In the case of beeing a perishable product, the consumer has no right of withdrawal. If you would like to return damaged or incorrect products, you can contact us by email at contacto@frutamare.com. We will contact you to manage the incident and make sure the transport company pick up the order at no cost to you.

Refund of the amount

The refund of the amount will be made on the same card or PayPal account in which the order was paid when it arrives to our facilities. In the event that the order is paid by bank transfer, we will request the account number and IBAN number to be able to proceed with the refund.

How do I get my money back?

The refund will be made to the same card or PayPal account that was used when placing the order when the products arrive back at our warehouse. If you paid by bank transfer, you will be asked for your account number and IBAN to enable us to make the refund. If the products are not returned in accordance with the stated terms, we reserve the right not to make the refund.

Special cases

1. If the customer rejects the goods, then when they are returned here a refund for the amount of the products will be given. We reserve the right to charge the customer for the cost of the return. 2. Partial returns of products purchased as part of a pack are not allowed.

Can I amend or cancel my order?

Please call us on +34 960 132 741 or email contacto@frutamare.com as soon as possible, so that we can process the cancellation quickly and be able to process a new order according to any changes you have made.
We are open to the public from 8am to 5pm, Monday to Thursday, and from 8am to 2pm on Fridays.

How long does my order take to arrive?

We offer a delivery time of 72 working hours if the product is in stock or when we receive the products according to the availability shown. When you place your order, under “Add to basket” the availability of each product is shown. There, you can see whether it is in stock or how many days it will be before we receive it. If there is a problem, we will contact you quickly so that we can ship the products out as soon as possible. If it is raining in the orange groves, they will be harvested the day after the rain stops or when it is possible the access to them.
Except for orders placed on Thursdays and Fridays, all orders will be shipped the day after they are placed, as they have to be harvested expressly for the customer. The only exception to this is for customers who have chosen to pay by bank transfer, in which case the order will be processed on the day payment is received into our current account (the order number must be given as the bank reference).
For orders placed on Thursdays and Fridays, we harvest and ship on the following Monday (except for bank holidays) so that the oranges are not left in the carrier’s warehouse for more than two days. This enables us to guarantee the freshness of our oranges at all times.
We are unable to offer delivery timeslots when you place your order.

How is my order prepared?

When we receive your order, it is forwarded to the harvesting team. The following morning the oranges are picked to order, and then sorted, packed and shipped by the transport company on the same day.

Transport

How do you ship my order?

Shipments are delivered to the address given by you during the purchase process. We are unable to ship to PO boxes. If the order is large or heavy, the carrier will make the delivery to the entrance or, failing that, the lowest floor.
We will send you an email as soon as your order leaves our warehouse. On the day of delivery itself, you will also receive a notification from the carrier.

What if the carrier can’t find my house?

The carrier will go to the address stated on the order. If they have difficulty finding the address, they will contact you.

What if I’m not home, but someone else is?

If there is someone to take in the delivery, they will be given the package and will be asked to sign the delivery note.

What if there is no one home?

If there is no one home, the carrier will contact you to arrange delivery.

What if there’s no one there when they come back?

If on the second attempt, the carrier finds there is nobody to receive delivery of the package, you will be notified so that you can arrange a delivery time with them.

Can I choose the delivery time?

The time of delivery depends on the carrier and the route they set. Therefore, unfortunately we are unable to give you a specific time. However, as soon as the order is on its way, you will receive a message notifying you of this and if it is not convenient for you, you can contact them to agree a delivery time.