Shipping and returns
Shipping
All shipments are made through a courier company.
Once we have received your payment, we will proceed to prepare and ship your order.
You will receive your order within 2 to 5 business days in Peninsula (Spain and Portugal).
The courier service cost is €5.50 for Spain (Peninsula) and €6.50 for Portugal (Continental territory), and includes VAT in all cases, but doesn’t include any other tax, duty, tariff, or surcharge.
Free shipping in mainland Spain and Portugal on orders over €90.
Free shipping across Europe on orders over €200.
International Shipping
Here are the international shipping costs by country, along with the applicable exceptions:
- Austria, Andorra, Belgium, Germany, Italy, Luxembourg, Monaco, Netherlands: €12
- Corsica: €30, rest of France: €12
- Czech Republic, Denmark (no shipments to Greenland), Poland, Slovakia, Slovenia: €16
- Bulgaria, Finland, Greece, Norway, Sweden: €25
- United States and Canada: €70
- Puerto Rico: 100 €
- Japan and Singapore: €100
- Lebanon: €100
Other destinations
For shipments to the Canary Islands or other international destinations, please contact us at:
helloelevenpeople@gmail.com
Payment methods
Payment method
- Credit or debit card
- Bank Transfer: You must contact us directly via email at hello@elevenpeople.es . Once the order is placed, you will receive an email with the bank account details. Your order will be shipped once the payment has been received.
RETURNS
All sold products may be returned or exchanged within 15 days from the delivery date, in accordance with the provisions of the Spanish Retail Trade Law. To proceed with a return or exchange, the product must be in the original packaging and in the same condition in which it was sent.
Upon receiving your order, please check that the item matches what you purchased and that is not damaged. If you notice any issues, contact us as soon as possible to inform us of the situation and state the reason for the return.
Please attach a photo so we can assess the situation. We don’t accept returns of candles that due to their fully handmade production process, may present slight imperfections or differences between them, these are part of their uniqueness.
Returns or exchanges due to faults or defects have no cost to the customer. However, if you have changed your mind, ordered the wrong size or scent, or the product has been used or damaged outside our facilities, the return shipping costs if you choose to send it back, will be the responsibility of the customer.
Products must be returned properly protected in their original packaging, with all components, and including the necessary sender identification details. We don’t accept returns of used products or those with defects that clearly did not originate in our warehouse.
Once we receive the returned item(s), we will check that everything is OK. If so, and if you have requested a refund rather than an exchange, we will refund the amount within a maximum of 15 days.