Frequently asked questions

Only TUBES do not earn points.

1- When you place an order you earn loyalty points, which are added to your account as soon as the order is marked as "delivered". From that moment on, the points are available for your next orders.

2- Each product on the website has a number of points associated with it (except tubes).

3- Value of the points:

Reward points are applied to the order including taxes (VAT).

• 100 points equal 1€.
• 1 point equals 0.01€.

* Only customers with wholesale status do not earn reward points.

You have several options:

By email: info@tuotroestanco.com
By phone: 722 764 061 (customer service hours: Monday from 8:00 AM to 5:00 PM and Tuesday to Friday from 8:00 AM to 2:00 PM).
By live chat: on tuotroestanco.com itself (bottom right).

- You have 14 calendar days from receipt of the product to exercise this right, without any penalty.

- The full price of the product will be refunded before 14 calendar days have passed from the date on which we were informed of your decision to withdraw from the contract, using the same means of payment you used for the initial transaction, unless you have expressly agreed otherwise and provided that you do not incur any costs as a result of the refund.

- This right is not subject to any formality; you will find a withdrawal form below. We only ask that the product be returned in the best possible condition. The consumer will pay the shipping costs for returning the goods, provided they have been informed of this beforehand. Here is the withdrawal form: https://www.tuotroestanco.com/formulario_de_desistimiento_TOE.pdf

- If the product is not returned in its original packaging, it may lose value.

All TU OTRO ESTANCO SL products are tested and certified by our warehouse team or by the manufacturer.

If you notice that a product has arrived damaged or an item is missing when you receive your order, you have 48 hours from delivery to let us know.

You can contact us by email at info@tuotroestanco.com, by phone on 722 764 061 or via the website chat.

After this period, we will not be able to process the claim.

- Orders placed in Spain (mainland) are delivered within 24-72 hours on working days by CTT Express. If you provided your mobile phone number correctly when registering, you will receive an SMS from the carrier with your tracking number, so you can check the status of your shipment at any time at https://www.cttexpress.com.

- All our orders are prepared and shipped on working days, which means that no orders are prepared or shipped on Saturdays and Sundays. Orders are not prepared or shipped on national public holidays, or on public holidays in the Valencian Community or the town of Burriana either. You can check the holidays here: https://calendarios.ideal.es/laboral/comunidad-valenciana/castellon/borriana-burriana.

If you have NOT received it within 3 or 4 working days of placing the order, the parcel may be held somewhere or there may have been an incident. Please contact us and we will let you know the status of your order.

- Orders to the Balearic Islands may take longer than 72 hours.

- Orders placed outside Spain: between 7 and 10 working days. For Portugal, between 4 and 5 working days.

Orders are prepared between 8:00 AM  and  1:30 PM, orders after 1:30 PM will be prepared and shipped the following day.

- In Portugal 6€ (incl. VAT).

- In Germany, France and Italy 10€ (incl. VAT).

- In Austria, Belgium, Croatia, the Czech Republic, Hungary, Luxembourg, the Netherlands, Poland, Romania, Slovakia and Slovenia 15€ (incl. VAT).

- In Bulgaria, Greece and Ireland 18€ (incl. VAT).

- In Estonia, Latvia and Lithuania 18€ (incl. VAT), delivery to a DHL pickup point only.

- In Denmark, Finland and Sweden 25€ (incl. VAT), delivery to a DHL pickup point only.

For shipments to Ceuta and Melilla, the consignee is responsible for the transport agency.

For shipments to other countries not included in this list, please contact us via WhatsApp or email.

Shipping is FREE in Spain (mainland) for orders from 29€ (incl. VAT).

For orders under 29€, shipping costs 4.50€ (incl. VAT).

Fixed shipping costs:

- Balearic Islands: 3€ (incl. VAT).

- For shipments to the Canary Islands, Ceuta and Melilla, the recipient must arrange the transport agency.

You can choose one of the three payment options we offer:

• Card payment: no additional charge.
• Cash on delivery: 1€ fee (only available in Spain).
• Bank transfer: no additional charge. (If the payment is made from a bank outside Europe and the transaction entails an additional charge for our bank, the customer will bear that surcharge.)

All three payment methods are completely secure.

You must first register as a customer on our website.

Once registered, follow the steps below:

 1 -Login to "my account".

 2 -Within "my account":

• For wholesalers in Spain: attach form 036 if you are a company or form 037 if you are self-employed.
• For wholesalers outside Spain: attach EORI or any document proving that you have a company.

 3 -Wait for us to validate your registration as a wholesaler.

 4 -Once your registration has been validated, you will be able to access www.tuotroestanco.com as a wholesaler and enjoy your new prices.

Orders are shipped by CTT Express (for orders in Spain and Portugal) and UPS (for orders outside Spain and Portugal).
We send an e-mail when the order leaves our warehouse, which contains a URL that allows you to access directly to the website that tracks the order. If you prefer to do this manually, you can also find the tracking number of your order in this e-mail. With this number, you can track your order at https://www.cttexpress.com/localizador-de-envios/ (if your order is destined for Spain or Portugal) or at https://www.ups.com/track/ (if your order is not destined for Spain or Portugal).

It is very important that you provide a mobile phone number when registering, as the carrier may need to contact you. If the delivery person does not find anyone at the address you have provided, they will call the telephone number you have provided in order to arrange delivery.

In case you have not received the email with the tracking number of the order, we will have it available in our customer account on the web, request it to info@tuotroestanco.com or by calling the mobile phone 722 764 061 from Monday to Friday from 8:00 AM to 2:00 PM.

All the products on our website come with a guarantee.

- If a product turns out to be defective, the seller must, as appropriate, repair it, replace it or reduce its price. These procedures are free of charge for the consumer and shop user.

- The seller is liable for any lack of conformity that becomes apparent within two years of delivery. Unless proven otherwise, any lack of conformity that becomes apparent within the three years following delivery is presumed to have existed when the goods were delivered.

Online trust seal

Our entity is a member of Confianza Online (non-profit association), registered in the National Register of Associations Group 1, Section 1, national number 594400, CIF G85804011, Calle la Palma 59, Bajo A., 28015 Madrid (Spain), telephone (+34) 91 309 13 47 and fax (+34) 91 402 83 39 (www.confianzaonline.es).

These General Terms and Conditions are governed by Spanish law. Likewise, in compliance with the provisions of the Alternative Dispute Resolution Act, we inform consumers that, as a member entity and under the terms of the Code of Ethics, users may turn to Confianza Online for the alternative resolution of any disputes (https://www.confianzaonline.es/como-reclamar/formulario-de-reclamaciones/). If they relate to electronic transactions with consumers, or to data protection when they are related to this area, the complaints will be resolved by the Confianza Online Mediation Committee, which is accredited for the alternative resolution of consumer disputes. If the complaints concern digital advertising, or data protection related to this area, they shall be submitted to the AUTOCONTROL Advertising Jury.

We would also like to remind you that you can access the EU's online dispute resolution platform by following this link: https://ec.europa.eu/consumers/odr/main/?event=main.home2.show.

Link to the online trust code of ethics: https://www.confianzaonline.es/wp-content/uploads/2018/05/Codigo_Etico_CONFIANZA_ONLINE.pdf.