OUR PURCHASING PROCESS
Is it safe to place an order on www.iberosgourmet.com?
All purchases you make in our online store are 100% secure.
Íberos Gourmet dedicates its maximum attention as for the safety of the payment by Internet. Your banking data is protected and encrypted by the most advanced technology. So it is much safer to send your data to the banks’ Secure Server than to pay at a gas station, restaurant, etc. Your bank details will be sent to our server in encrypted form via the SSL (Secure Socket Layer) protocol and transmitted in a totally secure environment to our bank. We do not record this data at any time.
What steps do I have to follow to place an order?
You have to consult our selection of articles or use the internal search engine to find what you are looking for or through the product categories.
Choose the category (e.g. hams & sausages), click on a subcategory (e.g. hams), view the products and click on the one you are interested in (e.g. 5 Jotas). If you click on the picture, you can see it enlarged and in more detail. In the product sheets you will find detailed information about the products, pairings, recipes, combinations and information about our collaborators. If you have it clear, in many cases you can add them directly from the category to make a quicker purchase, make a comparison with other products or add it to your wish list. Once you have added all the items you want to your shopping cart, select a shipping method and you are ready to finalize your order. Then click on the “finalize order” button and on the next page you will have to fill in the Personal Data Form.
Both from the products and from the shopping cart you can easily add items to your shopping list, making it easier for you to finalize your order in future purchases.
Once added to your cart, a pop-up screen will appear where you can view the items in your cart, checkout or click outside the pop-up screen to continue shopping.
If you choose “finalize purchase” a screen with your detailed order will appear.
Review your order information and if you want to continue shopping click on the desired category; if you have already completed your order, click on “checkout”.
If you are already registered, you will need to enter your username and password; if you are not, you can register and create an account or buy as a guest. and fill in the mandatory fields in the form below.
In the next step, check your personal data and your shipping and billing address. You can add as many addresses as you need to receive your orders; you can also add a remark for the carrier with the indications you consider. Then, on the next screen, review your order, and finally, choose your payment method, accept our terms and conditions and confirm the order.
Once payment has been made, you will receive an email confirming your order, which will be shipped as soon as possible.
After you have entered your personal data, you will have to choose a payment method. Once you have completed all the information (personal data + payment method), your order confirmation will automatically appear on the screen and we will send you a confirmation email with all the details of your order.
How can I add new items to my shopping cart?
If you wish to change the quantity of any product in your shopping cart, change the number in the “quantity” box. You will see that the price of the item will change proportionally.
Once you have done this, do not forget to “update the shopping cart”.
The shopping cart reminds you of the items you have chosen. You can search for any other item without losing the contents of your shopping cart. When you have finished shopping, click on the “checkout” button.
Why is it that if I add a product that is available in the shopping cart, it is no longer available at checkout?
The availability of products on the website is constantly changing and reflects the situation in real time. Adding an item to your shopping cart does not guarantee that it will be reserved for you, as other customers may have purchased it while you were browsing the site. As soon as the payment process is completed, the product is reserved for you.
How do I know that the order has been placed correctly?
After completing the purchase process an order confirmation will appear on your screen with all the details of your purchase, your shipping address and the items you have chosen. If you want you can save or print your order confirmation as a receipt.
You will also receive an order confirmation by email as proof that we have received your order. (Please make sure you have entered your email address correctly so that we can send you the order confirmation).
Do I need an e-mail address to place an order?
This way we can send you the confirmation of your order and keep you informed about the shipment or any incident of your purchase.
How do I know if an item is in stock?
You can check the availability of a product very easily on the detail page of each product.
Will I receive an order confirmation with my data?
Once you have completed your order, an order confirmation page will open with all the details of your purchase. You will receive an order confirmation email as well.
What payment method can I use to make my online purchase?
The available means of payment are:
– Credit or debit card: Visa, Visa Electron, MasterCard and Maestro.
– Bank transfer.
ABOUT THE SHIPMENT OF YOUR ORDER
When will I pay for my order?
If you choose to pay by credit card, the order will be considered and processed until the payment has been authorized by your bank or cashier. Online payment by credit card is done through the “Secure Socket Layer” security system, which encrypts your bank details when they are transmitted over the Internet.
If you opt for Bizum, the order can be taken into account and will be processed until the payment has been authorized by your bank or cashier.
If you have chosen bank transfer or PayPal as payment method, we will proceed to ship your order once we have received the payment in those accounts.
If any of the items you have chosen are not available, and we have received payment from you, we will refund the amount of the unavailable item.
Can I change my shipping information after I have placed my order?
We can only change your shipping information if the order has not already been shipped. Please send us an email or contact us by phone to change your details. (It is preferable that you contact us by phone first to ensure that the change can be made in time). You must provide us with your order number and your new address, and you must notify us of any instructions we need to know in order to ship your order. Please note that your order is processed very quickly, so please inform us of any changes as soon as possible to avoid possible cancellations.
How long does it take for the order to arrive?
IMPORTANT: The delivery times indicated are approximate and are based on the departure of the package from the warehouse and on working days (Monday to Friday).
Spain 24-72 hours / rest of Europe: 3-5 days
Orders are not served on Saturdays, Sundays or holidays. Occasionally, there may be delays due to reasons beyond our control (accidents, traffic…).
What are the shipping costs?
Shipping costs will be added to the amount of the items. Shipping costs depend on the country where the package is to be shipped.
Shipping costs are visible in the shopping cart below the product listing. There are fixed shipping costs up to a minimum order from which shipping costs are free of charge. You will be able to check the total price of the items along with the shipping costs before finalizing your purchase.
The calculation of shipping costs depends on the volume and weight of the items.
What if my order does not arrive?
If you do not receive your order within 10 working days or more after you have made your payment, please contact us (please provide us with your name, email, order number and phone number) and we will solve the problem as soon as possible.
What if my order does not arrive?
If you are not at home at the time the package has arrived and the courier cannot leave the package with someone else in your care or in a safe place, the courier will contact you or leave a notice for you to contact the courier office to arrange another time. The courier will come 2 times to your shipping address to deliver the package. If no one is able to receive the package at the address provided, please provide us with your work address or that of a friend or family member.
What if my order does not arrive?
We may have the package returned to us because the courier was unable to deliver the package to your address. In this case, we will contact you to let you know if you wish to receive it at another address or proceed with the return.
If the package could not be delivered within 2 weeks, it will be returned to our offices.
Why was my order returned?
If we receive your returned package it may be for the following reasons:
- The address is incorrect.
- No one has been able to pick up the package during the 2 week period.
- The package has been rejected by the customer.
Is it possible to cancel an order when it has already been shipped to the customer?
Once the order has been shipped, it can no longer be cancelled. If you want to cancel an order before it has been shipped, we will refund your money including shipping costs. But it is very important that you contact us the same day you place the order, in case you wish to cancel the order.
Are there any extra shipping costs not indicated on the website?
None, the only shipping cost will be notified in your shopping cart.
VERY IMPORTANT... check your order before accepting it!
If when you receive the order you detect a wet box or suspect that there may have been a breakage, do not accept the order and contact us so that we can handle the incident. When you receive your package, make sure that the product has not been damaged in transit. The package received must be in good condition. If not, note this fact on the carrier’s delivery note, reject the shipment and notify the carrier within 24 hours using the Returns Form.
If there are no outward signs of damage during transport, and once you have signed the transport document, open it and check the goods. In cases of product deterioration or non-conformity due to transport (which are not apparent at the time of delivery), you must notify us through the Returns Form within 14 calendar days of receipt of the order.
It is very important to remember that we only have 14 calendar days to make the insurance effective, so you must inform us of these events within this period.
Can I exchange my item for another one?
Only if we have made a mistake when sending you the product, the return and replacement costs will be at our expense.
If you wish to receive the same product or an alternative product, you will have to place a new order through our website and pay again the shipping costs.
What do you have to take into account when making a return?
- You are within the established deadline: maximum of 14 calendar days from receipt of the order.
- You have filled out the return form through the Return Form link at the bottom of the page.
- It is very important that you indicate: order number, your name, email, reason for return and any additional comments you consider appropriate. We will get back to you as soon as possible.
- The item must be in its original packaging and perfectly packed to avoid damage in transit. For this it is necessary that the products are protected by additional external packaging, just as you received them.
- The item must be in perfect condition and must not have been consumed.
- The item must be shipped with all documentation and accessories that may be included.
- Once the returned product is received at our offices, and after verifying its condition, we will proceed to refund the price of the product according to the payment method you used to pay for the order. In case you do not meet the requirements, we reserve the right to refund the money.
- You will receive the money in your account in approximately 4 to 10 days depending on the payment method and bank.
- Packages normally arrive at our offices within 2 to 10 working days depending on the origin. We try to keep the delay to a minimum, but your return may be handled within 2-3 business days of receipt.
- Remember that only if we have made a mistake when sending you the product, the return and replacement costs will be at our expense.