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Frequently asked questions
SHIPPING POLICY

Shipping costs:

Free shipping to PENINSULAR SPAIN if your order exceeds € 100. Otherwise, € 5 charge on invoice.

Free shipping to BALEARIC ISLANDS if your order exceeds € 100. Otherwise, € 9 charge on invoice.

Free shipping to PORTUGAL if your order exceeds € 200. Otherwise, € 9 charge on invoice.

Free shipping to CANARIAS / CEUTA / MELILLA if your order exceeds € 300. Otherwise, € 17.90 charge on invoice.

Free shipping toGermany, Andorra, Austria, Belgium, Vatican City, France, Italy, The Netherlands, Poland and Czech Republic if your order is over € 300. Otherwise, € 20 will be charged on the invoice.

Free shipping to Albania, Bosnia and Herzegovina, Bulgaria, Croatia, Denmark, Slovakia, Slovenia, Estonia, Finland, Greece, Hungary, Ireland, Latvia, Lithuania, Luxembourg, Macedonia, Malta, Monaco, Norway, Romania, Serbia, UK, Sweden and Switzerland if your order exceeds € 500. Otherwise, € 30 will be charged on the invoice.

Free shipping to Aland, Belarus, Bouvet, Cyprus, Faroe, Georgia, Gibraltar, Guadeloupe, Guernsey, Isle of Man, Jersey, Kosovo, Liechtenstein, Moldova, Montenegro, San Marino, Turkey and Ukraine if your order is over € 800. Otherwise, € 40 will be charged on the invoice.

Free WORLWIDE SHIPPING (Rest of countries not included in those mentioned above) if your order is greater than € 2,000. Otherwise, you must speak with your salesperson or contact person at Secret Play when processing the order or beforehand to determine what will be the amount that will be charged on the invoice for shipping costs.

What is the delivery time of my order? 
  • To find out more about when you will receive your order you should contact your sales agent or contact person at Secret Play, the estimated delivery times vary depending on the country of destination to which the order travels.

  • Peninsular Spain and Portugal: Estimated delivery time of 24 hours

  • Balearic Islands: Estimated delivery time of 48 hours

  • Canary Islands, Ceuta and Melilla: Estimated delivery time of 72 hours

  • European countries: Estimated delivery time of 3/5 working days.

  • Worlwide: Contact your sales representative to find out this information. Approx 5/10 working days.

How can I track my order? 

  • Once the order has left our facilities, we will send you an email with the tracking information so you can track it. If you do not receive the email with the shipping tracking number, please contact your sales representative or contact person at Secret Play.

With which courier are shipments made?

  • Peninsular Spain: GLS and Envialia.
  • Balearic Islands: Seur
  • Portugal: Nacex
  • Canarias, Ceuta and Melilla: Correos
  • Europa: FedEx and UPS
  • Worldwide: FedEx and DHL
 I am an individual can I make purchases in the online store?
  • No, the online store www.secret-play.com is open only to business.
In what type of currency are the transactions performed?
  • All payments are made in euros (€)
What is the delivery time of the products?
  • Once the sales order has entered our warehouse it takes less than twenty-four (24) hours in the preparation of the products to be put on the door. In case of a special order, it is necessary to contact our customer service department by email info@femarvi.com or by telephone (+34) 96 151 28 69.
  • The delivery time is calculated from the same day of the order (business day), provided it has been confirmed before 12 noon.
What international trade term is used?
  • The policy of delivery of the merchandise is in Ex Works terms, with the exception of Spain and Portugal.
 What is an Ex Works delivery?
  • It means that Femarvi delivers the goods directly to the buyer in its own facilities and the customs formalities of export are on behalf of the buyer.
  • The goods must be packed and labeled, ready for the means of transport chosen by the buyer. The buyer takes care of all the expenses from the moment of the delivery.
Are there import taxes and customs? 
  • In shipments to Spain (except the Canary Islands, Ceuta and Melilla) and the European Union there are no import and customs costs.

    In the countries not included above it is possible that your order has customs expenses, this tax is borne by the recipient, not the company that makes the shipment, since this tax is paid once the order reaches its destination.
  • En los países no incluidos arriba es posible que su pedido tenga gastos de aduanas, este impuesto corre a cargo del destinatario, no de la empresa que realiza el envío ya que este impuesto se paga una vez el pedido llega a su destino.



ORDER CANCELATION, RETURNS AND REFUND POLICY

What happens if I change my idea about my order?
  • The buyer will have to communicate prior to payment and confirmation of his order about whether he wishes to cancel it. Once the client makes the payment of the same, the refund of the money will not be accepted, only changes can be made in it, prior to the departure of the order from our facilities. The customer has at his disposal the sales and customer service team for the cancellation or modification of order quantities and order products.
   What is the return policy of FEMARVI, S.L.?
  • Once the goods are received by the buyer and are not in optimal condition or are defective, the buyer will have 15 business days to communicate and request the change. In this case, it is necessary to contact our customer service department via the email info@femarvi.com or at the telephone number (+34) 96 151 28 69. You can also contact your local commercial.
  Who takes care of the returns?
  • In the case of returns by defective product or wrong order, FEMARVI, S.L. Assumes all costs of collection and shipping of new product.
    How is the money refunded in case of return?
  • The form of refund to the buyer in case of return of the order or product of the order due to an erroneous reference or bad condition will be made by means of immediate bank transfer.