Shipping & Returns
How long will it take for my order to arrive?
Depending on the area in which you are, the deadlines will be as follows from the receipt of order confirmation:
- 24 working hours if the order is placed before 3:00 p.m. on a school day in the Peninsula, Portugal and Andorra
- 48 working hours if the order is placed after 3:00 p.m. on a school day in the Peninsula, Portugal and Andorra
Shipments are managed from Monday to Friday, if the order is placed on a Saturday, Sunday or holiday, it will be managed on the first operational business day.
Shipping costs?
FREE SHIPPING throughout the Peninsula from €75
€4.95 for orders under €75 within the Peninsula
€10 for orders to the Balearic Islands
€20 for orders to the Canary Islands, Ceuta and Melilla*
*Shipping cost includes departure shipping fees and taxes. Entry customs fees are borne by the customer.
For shipments outside the aforementioned territories, send an e-mail to info@poemsbcn.com to confirm the rate.
It must be borne in mind that for shipments to non-EU European countries, as well as the rest of the continents, we have no control over possible customs duties in each country, which can range from 10% to 30%. These taxes, if they exist, will be paid directly at the destination by the client.
CHANGES
How to make a change?
If you have made a purchase and the size is wrong, you have the option of making a size change for free* . If you need a change in size, send us an email to info@poemsbcn.com with the details of the product you want and we will proceed to send it to you by postal mail with the simultaneous collection of the unwanted garment.
* Only applicable to sales in Spain Peninsula
You have 15 calendar days from the receipt of the order to communicate a size change.
For any other product change, you can return it by post and make a purchase of the item you do want:
1. Send us the products in the same conditions in which you received them, check that they have the label and that they have not been used at our POEMS BCN offices in Sabadell (Barcelona).
Address: Calle Joaquín Costa 23, 08206, Sabadell
2. When we have received the package and verified that the garments are in the same conditions in which they were sent, we will proceed to refund the amount within a maximum period of 15 working days, the same payment method that was used for the purchase will be used. .
The return shipping cost is the responsibility of the customer.
RETURNS
How to make a return?
If you are not satisfied with the purchase made and wish to return the products, you have a period of 15 calendar days from the receipt of your order to make the return and, to proceed with it, you must verify that your order meets the following conditions:
- The product must not be used beyond the testing and evaluation time.
- It should be returned in the same condition in which it was received. Products that are not in the same condition in which they were purchased will not be returned.
Steps to follow:
1. Send us the products* in the same conditions in which you received them, check that they have the label and that they have not been used, to our POEMS BCN offices in Sabadell (Barcelona).
Address: Calle Joaquín Costa 23, 08206, Sabadell
2. When we have received the package and verified that the garments are in the same conditions in which they were sent, we will proceed to refund the amount of the product within a maximum period of 15 working days, the same payment method that was used for the purchase.
The return shipping cost is the responsibility of the customer.
Are returns free?
Returns will be free when they are due to causes attributable to POEMS (defective part or error in the order)
If the reason for the return is attributable to the customer, (change of item, opinion, withdrawal...) the transport charges will be deducted from the return payment or you can send us the pieces of clothing yourself in the way you be more comfortable.
How and when will I receive the refund amount?
After approving the return, you will receive a confirmation email indicating that the amount will be credited to your account within a maximum period of 14 days. Remember that the payment to the credit card will always depend on your bank.
The amounts paid for the products that are returned due to defects or defects, when they really exist, will be returned in full, including the delivery costs resulting from the shipment of the item. The return will be made in the same payment method that was used to pay for the purchase
* We would appreciate if the products are sent with a suitable packaging for transport without suffering damage.
Do the products have a guarantee?
If you contract as a consumer and user, we offer you guarantees on the products that we market through this website, in the terms legally established for each type of product, responding, therefore, for the lack of conformity of the same that is manifested. within three years from the date that appears on the purchase ticket or invoice, or on the delivery note if delivery is later.
It is understood that the products are in accordance with the contract provided that (i) they conform to the description made by us and possess the qualities that we have presented on this web page, (ii) they are suitable for the uses to which the products are ordinarily intended of the same type and (iii) have the usual quality and benefits of a product of the same type that can reasonably be expected. When this is not the case with respect to the products delivered to the user, the user must proceed as indicated in the Return of defective products or shipping error section.
The warranty period is three years, although it does not include deficiencies caused by negligence, blows, incorrect use or improper manipulation, etc., nor materials that are worn by use.
As sellers of this website, we are responsible for the legal guarantee for the products on display.
WITHDRAWAL, CHANGES AND RETURNS
The User, as a consumer and user, makes a purchase at https://www.poemsbcn.com/. If you are not satisfied with any of the products in your order, you have the right to withdraw from said purchase and request a return.
In order to communicate your total or partial withdrawal from the purchase of the Product, in accordance with the applicable legislation, you have a maximum period of 14 calendar days from the day the User or a third party authorized by the User, other than the carrier, acquired possession. material of goods purchased on the POEMS website. In the event that the goods that make up your order are delivered separately, you have a maximum period of 14 calendar days from the day that the User or a third party authorized by him, other than the carrier, acquired material possession of the last of the goods that made up the same purchase order. The return made on time will not entail any penalty. However, the Customer must bear the shipping costs.
To exercise this right of withdrawal, the User must notify POEMS of his decision through the contact spaces provided on the website or through info@poemsbcn.com
The User, regardless of the means he chooses to communicate his decision, must express clearly and unequivocally that it is his intention to withdraw from the purchase contract. In any case, the User may use the withdrawal form model that POEMS makes available to them, however, its use is not mandatory. To comply with the withdrawal period, it is enough that the communication of the decision to withdraw is sent before the corresponding period expires.
In the event of withdrawal, POEMS BCN will reimburse the user for all payments received, including shipping costs, without undue delay and, in any case, no later than 14 calendar days from the date POEMS is informed of the withdrawal. decision to withdraw by the User.
POEMS will reimburse the user using the same payment method used by the user to carry out the initial purchase transaction. This reimbursement will not generate any additional cost to the user. POEMS could withhold said refund until it has received the purchased products, or until the user presents proof of their return, depending on which condition is met first.
The user can return or send the products to POEMS:
POEMS BARCELONA KNITTING HUB SL
C/ JOAQUIN COSTA 23 – 08206 SABADELL (BARCELONA)
The user must return or send the products without undue delay and, in any case, no later than 14 calendar days from the date POEMS was informed of the withdrawal decision.
The user acknowledges that he must assume the direct cost of return (transportation, delivery) of the goods, if any is incurred. In addition, it will be responsible for the decrease in value of the products, resulting from a handling other than that necessary to establish the nature, characteristics and operation of the goods.
The products must be returned using or including all their original packaging, the instructions and other documents that accompany them, in addition to a copy of the purchase invoice.
Exceptions to the right of withdrawal, including but not limited to, this would be the case of:
- Products that cannot be returned due to hygiene or health protection reasons, if they have been unsealed after delivery.
- Products that can deteriorate or expire quickly.
- Sealed sound or video recordings or sealed software, if you had unsealed them after delivery.
- Goods made according to your specifications or clearly personalized.
- Digital content that would not have been delivered on a tangible support if you had consented to the execution at the time of delivery and without it being possible to withdraw from that moment.
- In any case, no refund will be made if the product has been used beyond its mere opening, of products that are not in the same condition in which they were delivered or that have suffered any damage after delivery.