Can I collect several orders in one?
Once you have received your order confirmation, because you cannot combine it with any other or making any changes. Only that he has chosen the form of payment by bank transfer, you can contact us firstname.lastname@example.org , to add articles or collect several orders. If you have chosen as a form of credit card payment, unfortunately is no longer possible to make changes in your order.
Can I modify an order after I have submitted it?
Once you have received your order confirmation, it is not possible to make changes, so we earnestly recommend that, before confirming your order, you must review the references of articles as well as a quantity, size, or color. Only in the case of having chosen the form of payment by bank transfer and if it has not yet made the transfer, you can contact us at email@example.com , to add or remove items to your order. If you have chosen as a form of credit card payment, unfortunately is no longer possible to make changes to your order.
Can I cancel my order?
You can only cancel an order if this has not yet been sent, in the case that this has been sent the cancellation will be considered as return and you will be responsible for shipping charges and return.
To communicate the annulment of the order is essential to contact us at firstname.lastname@example.org , within fifteen working days, from the date of the return of the goods, you will receive a refund using the same method that you made the payment.
Can I make an order by phone?
Yes, within the hours of attention to the customer.
Will I receive a confirmation of the order?
Yes, once your order has been processed successfully, you will receive confirmation of the same via e-mail.
Once sent my order, I can make a follow-up of the same?
Yes, at the time that the order has been shipped you will be notified by e-mail indicating the no. of issue and the agency with which he has been sent.
Will I be informed when the order has been shipped?
Yes, on the same day of the shipment of your order, you will be notified by e-mail, indicating the agency of destination, the number of packages and the No. of dispatch of the shipment.
Can I view my orders online customer account?
Yes, you can know the status of your order in each moment, for this you only need to connect from your user name and check their previous orders, within each order it will be indicated the situation of itself and even for each of the articles including the order.
How do I make an order?
To purchase our products you must register as a user via our Web site and make purchases from the same, you can display the steps in the link below, click here.
Can I view the status of my order?
Yes, you can review all your pending orders from its user in " orders … … … … ". You can check the status of your order and also of the articles that this includes.
How many packages consists my order of?
The same day of the shipment of your order, you will be notified by e-mail indicating the amount of packages and the No. of dispatch of the shipment.
I have received an incomplete order, what should I do?
First check that it has received all of the packages that were confirmed. If it has been done and sent is incomplete, please contact us through email@example.com , indicating the order no. in the corresponding box.
I have received a defective item, what should I do?
Contact our customer service through firstname.lastname@example.org , indicating your order no.
I have placed an order and after the indicated time limit I have still not received the item, what should I do?
Contact our customer service email@example.com , indicating your order no.
I have received the goods and there is no invoice What happened?
You will receive the invoice in the next few days by email. If this does not happen, please contact our helpdesk firstname.lastname@example.org , indicating your order no.
I have received the wrong invoice, what should I do?
Contact our customer service email@example.com , indicating your order no.
What is the amount of shipping costs?
The amount equivalent to the cost of shipping is calculated using a formula that includes the weight, volume and area of shipping the product. To calculate the shipping costs of any of our articles you should only add to the shopping basket and select the area of shipping, you will be given the final amount detailed and you can even print your budget. If your country is not listed, please contact us at firstname.lastname@example.org .
How long it takes for the shipping?
The normal delivery time of an order is from ten to fifteen working days, provided that all the articles we have in stock, with the exception of articles whose classification is indicated as "special order", for these articles there is to see the delivery period, typically 30 to 45 days.
In Ondacer we put our best efforts to maintain the deadlines indicated, although sometimes these can be altered by failure of third parties.
What should I do if I am not at home at the time of delivery?
If you are not at home at the time of the cast, the dealer will leave a note with your phone number for you to get in contact with him/her to agree on date and time of delivery.
Can I request the shipment of my order to a different address than the one given in the invoice?
Yes, to make this possible, during the process of management of the order must fill out the section on shipping address.
Can I request the shipment for a specific date?
Yes, as long as the delivery date is later than ten working days, you can indicate in the comments section of your order.
How should I proceed with articles of special order?
You must contact us via email@example.com the delivery time of the article, once it was communicate, you can proceed to make the purchase through our virtual store. Bear in mind that these “special order” devices don’t allow returns, just in case of item’s defaults.
Are there shipments to whole Spain?
Yes, to all Spain.
Are there shipments to whole Europe?
Yes, currently we ship to most countries of the European Union, in the process of registration of the user, you can find the countries to which we ship. If your country is not included in this list, please contact us at firstname.lastname@example.org .
Which payment methods are offered?
We make available to the customer three methods of payment:
a) BANK TRANSFER.
When you select the bank transfer as a mean of payment, you will receive with your order confirmation, an email where you will be informed of the account number for making the bank transfer in favor of Ondacer.
It is very important to indicate the order number, as well as your name and surname. The order will not be made until our department of administration does not have confirmation of the bank transfer.
b) VISA CARD or MASTERCARD.
Only accepted with safe card. The payment is made by card via Virtual POS terminal that meets the standards of secure electronic commerce taken by VISA and MASTERCARD.
This new credit card payment system, guarantees the title of the buyer and the secure sale by Internet. The operation of the safe trade consists of three steps:
Firstly, the customer has to enter the number and the expiration of his/her card.
Then, the card issuer verifies the ownership of the customer, either through an automatic call to the mobile, at the request of the secret number or by any other secure method that the issuing institution chooses.
Only if the client is positively identified, the secure purchase transaction is proceeded. This avoids undesirable situations of fraud by theft or loss of card.
Paypal allows consumers who have access to e-mail send payments on the Internet safely, conveniently and cost effectively. The Paypal network builds on the existing financial infrastructure of bank accounts and credit cards to create a comprehensive solution to real-time payment. Paypal offers a service specially designed for those who do not meet the traditional payment mechanisms.
For more information, you can visit the Paypal web http port/www.paypal.com
How do I cancel an order that for some reason, I do no longer need?
In the same way that you can make a purchase, you're also in your right to make the cancellation of an order for any reason you no longer need. You can only cancel an order if this has not yet been sent, in the case that this has been sent the annulment shall be considered repayment and you will be responsible for shipping charges.
To communicate the annulment of the order, please contact us via telephone or e-mail.
If the order had already been paid you will receive payment of the amount in your account using the same method of payment in the next ten business days from the date from the date on which we announce the cancellation of the order, and if it is a return from the day of receipt of material in our facilities.
Can I return or exchange a product that I have already received?
Yes, provided that they have not spent seven days from the receipt of the same, keep your original packaging in perfect condition and has not been tampered with. Remember that for articles classified as "Special Order". We DO NOT accept changes or refunds.
What is the address for returns?
We manage the returns from our facilities and we send the transportation agency to collect the goods to the same direction as the shipment of your order, you only must prepare the goods well protected, with its original packaging and perfect condition and accompanied by the purchase invoice. Once this is done you must request a refund through email@example.com .
What is the deadline for returns?
You can return the merchandise within seven days of receipt. Please contact our customer service through firstname.lastname@example.org .
When receiving the returned merchandise in our facilities ( and in perfect condition), the contract of sale is cancelled and will be reimbursed the amount paid (by deducting the cost of shipping, return and handling) within the following ten days.
Remember that we do not accept returns of items classified as "Special Order", just in case of item’s defaults.