PREPARATION TIMES
Each order is carefully prepared and dispatched from Valencia, Spain. Some pieces are handmade or made to order, so preparation times may vary. The estimated production or preparation time is indicated on each product page and does not include shipping time.
SHIPPING
All orders are shipped from Valencia, Spain. We currently deliver within Spain, to other European Union countries and to the United States. Shipping costs are displayed at checkout before payment. Standard shipping is free on orders over €100 within Spain and to all other European Union countries. For orders shipped to the United States, shipping rates are calculated at checkout.
Each order is carefully packed in a protective box to keep the pieces secure during transport.
Delivery times may vary depending on the destination, product availability, public holidays and courier delays. Once dispatched, estimated delivery within Spain and the European Union is 3–5 business days. Delivery to the United States may take longer.
Business days are Monday to Friday, excluding public holidays.
DAMAGED ORDERS
Every piece is carefully protected for transport. However, if your order arrives damaged, please contact us at info@mariaurquiola.com within 48 hours of delivery so we can resolve the issue as quickly as possible.
Please include your order number and photographs of the piece, outer box, shipping label and internal packaging. Keep all original packaging until the incident has been resolved.
Reporting transport damage within 48 hours helps us manage the claim with the courier and does not affect your statutory consumer rights.
PERSONALISED PIECES
Pieces made in a custom colour or according to individual customer specifications cannot be returned or exchanged unless they arrive damaged.
RETURNS
You have 14 days from delivery to request a return. To begin, email info@mariaurquiola.com with your order number and wait for our return instructions.
Items must be returned in their original condition and securely packed, preferably in their original packaging. As our pieces are made from delicate materials, any damage caused by inadequate return packaging may be deducted from the refund.
Return shipping costs are paid by the customer. Once the item has been received and inspected, the refund will be issued to the original payment method, including the original standard delivery cost.
Personalised pieces cannot be returned. If your order arrives damaged or incorrect, please contact us within 48 hours with photographs.
REFUNDS
Once your return has been received and inspected, we will notify you whether it has been approved. If approved, the refund will be issued to your original payment method within 14 days.
Return shipping costs are paid by the customer and are non-refundable. Please keep your postage receipt as proof that the item has been sent.
ORDER CHANGES & CANCELLATIONS
If you need to change your delivery information or cancel an order, please contact us as soon as possible.
Standard orders may be cancelled before dispatch through the returns and cancellation option available from your customer account or order status page. Personalised orders cannot be cancelled once production has started.