Order Delivery

The order delivery will be done at the designated user delivery address. The provider will not be liable in case of an unsuccessful delivery as a result of false information provided by the user, inaccurate or incomplete, or if the delivery cannot be done for reasons beyond the control of the shipping company, like the absence of the consignee.

Notwithstanding the above, the service provider will adopt all the measures that a diligent service provider can take in order for a timely delivery. In case it is not possible it will be done as soon as possible, trying to please the customer, so there will be no liability against the provider.

Shipping companies will do the shipments for all orders placed online.

Orders will be delivered within 2-7 working days from the order confirmation.

The shipping costs will be shown duly separated in the final sale price. For shipments to the Canary Islands, Ceuta or Melilla, the customs duties and taxes shall be borne by the end user and will not be included in the selling price.

Once the order has left the warehouse, an email will be sent to the client advising that the order has been shipped along with all the information provided by the shipping company for tracking.

The customer must notify Nana & Jule’s all non-receipt orders over 10 business days, through info@nana&jules.com account.

For any other information about orders, the user will contact customer service by phone at +34609922210 or by the email specified above. In both cases the user must indicate in the subject line or to the telephone operator, the order number assigned and indicated in the confirmation of the purchase email.

Once the user receives the order he must ensure that everything is in accordance with the request. If there is any discrepancy or issue with the order, he must contact Nana & Jule’s by email, providing his personal details, order number and detail of the matter. Within a maximum of 5 working days the provider will contact the user to solve the problem.

Exchanges and returns.  Right of withdrawal.

Once the purchase has been received if the user is not satisfied with the product, Nana & Jule’s will allow refunds within seven (7) days from the date of receipt as long as the product has not been used or damaged, except party items that must be returned in 24 horas. Nana & Jule’s does not accept exchanges or returns of items damaged or used or without original packaging, unless it is faulty.

Only changes of the size of the same product will be allowed, but no model changes. In the event that the user wants to exchange an item for another, he shall proceed to return it for a full refund and place a new order.

The right of withdrawal shall not apply to personalized products, or for hygienic reasons or other legal exceptions that are not subject to this right.

All orders subject to reimbursement must include the product return form from our website, which must be filled in and sent it on line. In case of an acceptance of the return of the items the user should print the form and attached it to the returning merchandise.

The exchange or refund may be done by mail (we recommend certified mail or with acknowledgment of receipt) to the address provided by Nana & Jule’s in the return process.

All returns should be done in original packaging and with the return form duly filled.

Upon receiving the product/s, Nana & Jule’s will verify that they are in good condition and will proceed to sending the required size if a size change had been requested or will request the bank to reverse the charge in the credit card if the user requested reimbursement. The shipping costs of the products exchanged shall be borne by the user, and in no case Nana & Jule’s will pay for any shipping.

In case Nana & Jule’s had mistakenly sent a different item than the requested, the provider, after checking the mistake, will solve the issue sending the right product and sharing the shipping costs of the wrong items after the user has submitted the proof of the return shipment costs.

For any changes and/or refunds of the orders the user must print the return form that will be on Nana & Jule’s website. After printing and filling the form, the user must attach it to the returned product. Additionally, the user shall provide to Nana & Jule’s an account number if the order has been paid by bank transfer. The account number provided must be from a bank of the country of the billing order.

Claims

No liability for damages will be accepted (including during transportation) unless the user notifies the provider by email or by phone before 7 calendar days after the date of receipt of the products.

No claims or liability will be accepted for products that differ in quantity unless the user notifies by email before 7 days from the date of such receipt.

For manufacturers that offer support services and warranties, the user accepts the obligation to contact them in case of any claim.