TRENDSPLANT CUSTOMER SERVICE
Our team is here to help...you can call us on this Spanish number +34 865798743 or e-mail us at [email protected] with your questions, comments or ideas, they will help us make things better!
Our customer service phone line is open Monday to Saturday, from 11:00 a.m. a 14:00 p.m. and from 17:30 p.m. a 21:00 p.m. [GMT +1 - Madrid Time](closed on Sundays and holidays in Spain and Alicante).
What payment modes do you accept?
On the website we accept Visa, MasterCard, PayPal, Sofort, IDeal and Bancontact. Our Virtual POS offers and requires secure payment, we do not receive any information from your credit cards, unless your card has the secure payment mode activated you won't be able to make your purchase this way, in that case we recommend using one os the other payment methods.
Do I qualify for free shipping?
Free Shipping is guaranteed in Spain for orders above 40€ (Peninsula and Balearic Islands) , and it's also express! You will receive your goods within a maximum of 3 business days from their expedition. (Free shipping could change while other promotions are in place).
In Europe our shipments are free for purchases over 100 €, and for the rest of the world over € 150.
Do you offer free returns?
Its free for orders in Spain. In Europe, you have to send us a return/exchange request available in your account in our website. When we receive and process it, we will proceed with the new shipment for free (changes) or send you the money back on the original platform you used to place the order (returns).
If you have any further doubts you can contact our customer service.
Where do you ship the goods from?
All our shipments depart from our HQ in Spain.
What happens if I need to change the address, shipping mode or modify the items?
If you need to make these type of changes, please send us an email urgently at [email protected] or call our customer service, so we can process the changes manually, we will do everything we can to help you with these changes, it's our job!
What about taxes?
Only orders coming from the EEC (European Economic Community) will be charged with 21% taxes, the rest of the orders coming from outside Europe will be invoiced tax free. This way, if your order is coming from outside Europe you will be responsible for any taxes, customs or any other expenses that your country's customs agency might consider apply. At the time of the arrival you might be required to pay to liberate the goods. Trendsplant is not responsible of the payment of these obligations. We recommend contacting your local customs agency to get proper and further info about this topic.
When will my credit card be charged?
Charges on your credit card will only be applied at the moment of the order. In the case that you cancel an order or an article is not available, the amount will be refunded within two working days. (Note that the time required for returns or adjustments may be a bit longer for debit card.)
What happens if something I order is not available in stock?
Some of our products are available only in limited quantities. Because of this we can not always guarantee its availability. If an item in your order is not available or is delayed, you will be immediately notified by email or phone.
Do you sell gift cards?
No, we don't have this kind of cards availlable at this moment.
SHIPPING AND HANDLING
What is the average delivery time for national and international orders?
Orders placed before 17h from Monday to Friday are handled and shipped on the same day.
All domestic orders with free shipping are shipped via Correos Express and have a maximum delivery time of three working days from the date of shipment.
All orders of the European Economic Community with Standard Shipping have an estimated delivery time of 7 business days, except the ones with express shipping that delivers within 48 hours from the date of shipment.
Orders from outside the European Economic Community will be shipped DDU, this meaning that you are responsible for all taxes and/or customs fees depending on the country where the order is shipped. Upon arrival payment may be required by local customs authority to release order. Trendsplant not responsible for these payments. For more information about the fees that may be incurred, please contact your local customs office.
How can I track my order online?
Every order we ship will generate an e-mail with your tracking number.
What happens with my order in case of a delivery delay?
Trendsplant is not responsible for shipping delays caused by unexpected circumstances such as adverse weather conditions or natural disasters. Similarly, we are not responsible for issues such as delays in the release from your local customs agency. In cases like these , please contact directly the agency responsible for the shipping , you can also consult us by phone on +34 865798743, or email our customer service at [email protected]
Do you ship worldwide?
Currently we ship worldwide, but in some countries we are forced to send orders with UPS Express because of previous problems with some deliveries.
Trendsplant is not responsible for the payment of any customs, taxes or fees imposed by your country of residence.
Do you ship to Post Boxes?
Unfortunately, we can not ship to a PO Box.
What happens with returned shipments or failed deliveries?
In case the courier can not deliver a package because of an incorrect address, the refusal of the customer to pay taxes and fees or multiple attempts to reach the customer at the delivery point without success, Trendsplant is not responsible for the payment of return shipping costs charged by the courier (which includes any unpaid customs duties or taxes). Besides this, Trendsplant is not responsible for the costs incurred in re-shipment of goods to the customer. In cases like thes , the customer is responsible for all shipping costs associated with returned packages due to failed delivery.
How does your return policy work?
You have 14 days upon receipt of your order to return your item(s). Once you open your return request, you have 15 days to send your item(s) back to us.
Please note that:
- All returned items must be unworn, unwashed, complete with original tags and/or packaging. Items returned in non-resalable conditions, won’t be eligible for a refund and we will need to send them back to you.
- You will need to use an outer packaging to protect the shoe box when returning footwear. Since it is part of the product, any damage to the shoe box may result in the return being refused.
- Due to hygiene reasons, underwear and masks cannot be returned. Of course, if there is a manufacturing issue with your garment, you are eligible for return and full refund.
Can I exchange my item?
Yes you can, please explain what item you want in exchange when filling in your RMA. *Subject to availability upon arrival
How can I send my item back to you?
You will take care of shipping your items back to us, picking the courier and shipping service you prefer - we recommend using a trackable shipping service. Below is our shipping address for returns:
Avenida del Zodiaco 28
Can I return or change my goods at Trendsplant Stores?
Sure! You can return or change your order at our official Trendsplant Stores.
Do you offer refunds and returns from international orders?
Returns are accepted from all international orders (outside Spain) provided that the products meet the standards return.
We do accept changes of international orders (outside Spain), customers can request a return/change from their control panel and follow the instructions provided by email.
Get free shipping on Spain (Peninsula and Balearic Islands) on all orders above 40€. (Free shipping could change while other promotions are in place).
Get free shipping on orders over Europe 100 €.
Get free shipping outside Europe on orders over € 150.
We have a Trendsplant Store at Alicante:
Calle Pintor Cabrera 14, Bajo
Tel. +34 865 798 743
Opening Hours Alicante:
Mon - Sat: 11:00 a.m - 2 p.m. + 5:30 p.m. - 9:00 p.m. (GMT +1).
TERMS AND CONDITIONS
Click here to read our terms and conditions.
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If you want to help us improve please let us know what we can do at [email protected].