SHIPPING & RETURNS

SHIPPING

Shipments will be made through the UPS transport company (except shipments to the Canary Islands, Ceuta and Melilla, which will be made through Correos, by registered letter)

Shipping costs will depend on the country of destination and the shipping option chosen (standard or express). At the time of purchase you can choose the option that best suits your needs.
The customer can always see the shipping costs applied in the cart, before making the payment …

* It must be taken into account that customs charges that may be generated are NOT included, for which Alkanna is NOT responsible, nor for any delays this may cause.
Delivery Times:

Delivery times for UPS standard service range from 1 to 5 business days (Peninsula and Balearic Islands and European Union) depending on the destination.
Delivery times for the UPS express service are 24 hours (Peninsula and Balearic Islands and European Union) and 2 to 4 business days (other countries), depending on the destination.
The delivery times for the Correos-Carta certified service (Canary Islands, Ceuta and Melilla) are 3 to 5 business days.

  1. Returns & Exchanges
    The maximum period to return the products is 14 calendar days from the receipt of the package, after this period no changes or returns will be accepted. The return of the product will be accepted if it is in perfect condition, in its original packaging, with all its accessories and without having been used.

Note that:

  • The return of the product will only be accepted if it is in perfect condition, in its original packaging, with all its accessories, without having been used.
  • Customized product returns will not be accepted.
  • We offer you the possibility of changing the product or receiving the amount of the returned product.

If the reason for return is for reasons attributable to Alkanna (if the product does not correspond to the requested or is defective), we will bear the transport costs for the return, as long as the customer communicates this circumstance at the time of receiving the order. The customer may choose to request the exchange for another product, or request payment of the amount paid.

Otherwise, if the return is for reasons not attributable to Alkanna, such as changes of opinion or error on the part of the customer when making the purchase, the customer will be responsible for the transport costs derived from the return or the change of the product.

Once the product is received and verified that it is in perfect condition, the cost of the same will be refunded (not including shipping costs) through the same payment system with which the purchase was made

How do I return a product?
To make a return you must download the Documento de cambios, devoluciones y desistimiento, fill it out and send it to the email address hola@alkanna.es

We will send you a return label to your email address that you must print and paste in the package. You must contact the UPS transport company by telephone (we will give you the contact details) and you will have two options:

– Agree with UPS to pick up the package at your home on the day that suits you
– You can take the package yourself to one of the UPS Access Points that you have closest or best for you. We will send you a list of Access Points in your area.

In the case of the Canary Islands, Ceuta and Melilla, shipments are made through Correos. You must download the document of changes, returns and withdrawal, fill it out and send it to the email address hola@alkanna.es

We will contact you and we will indicate the address to which you will have to make the return. You must go to the nearest Post Office and using the same box with which the package arrived, send it by registered letter.