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FREQUENTLY ASKED QUESTIONS (FAQ)
General Questions
Are the products inclusive of VAT?
Yes, the prices advertised on the website include 21% VAT, so the amount shown is the final price to be paid by the consumer (prices valid for orders to the Peninsula).
Can I place orders if I am from the Canary Islands, Balearic Islands, Ceuta, or Melilla?
Yes. For these cases, there are special conditions, so we recommend contacting our Customer Service at +34 609 79 44 84 for more information.
The website does not let me choose a specific number of units or a particular color of a product. What can I do?
This may be a temporary error with the online store, or the product may be out of stock. We recommend contacting us at info@carnescaza.com, and we will respond as soon as possible to help you with this specific issue.
Can I request an invoice for my order?
All our shipments include a purchase invoice with all customer and item details.
Terms and Payment Methods
How can I pay for my order?
You can make the payment in the following ways:
Bank Transfer and Deposit
The items in orders paid by bank transfer or deposit will be reserved for a maximum of 7 business days. After this period, we cannot guarantee the availability of the products in your order.
PayPal Payment:
We offer the secure alternative of PayPal for payments on our website.
Shipping
If I place the order today, when will it arrive?
95% of our orders are delivered within 24-48 hours (on business days) to the Peninsula.
What happens if the transport company loses or damages my shipment?
In this case, you should contact our Customer Service by calling +34 609 79 44 84 or sending an email to info@carnescaza.com explaining your situation. After assessing the incident, we will replace the item immediately at no cost to you. If the product cannot be replaced due to lack of stock, we will proceed with a full refund of the amount you paid for the damaged or lost items. In case of total loss of the order, shipping costs (if you have paid them) will also be refunded.
Can I request to have the order sent to a different address than the one I registered with?
Yes. You can do this in two ways:
* Before placing the order, when you log in to the website (when you enter as a registered user), your registration details appear, which you can change at that moment and then proceed with the purchase.
* If you have already made the purchase, you can send an email to info@carnescaza.com indicating your name and new address. To avoid the order being already processed, please indicate any change immediately after placing the order.
Returns and Exchanges
You can exchange any item you do not like as long as it meets the following conditions:
* The product must be new, without signs of use, with original seals and labels.
* The product must not have been tampered with.
If the product meets the above conditions, you can exchange the item for another we have in stock or request a refund of the money paid. The shipping costs incurred for the return will be at your expense.