1A. Where can I receive my order?
-You can receive it at the address you choose ( Virtual store)
1B. Can the delivery country be different from the purchase country?
-The country of delivery always has to match the country of purchase.
1C. How long will it take for my order to arrive? -What type of shipment can I choose? What does "Virtual store
-In this step EM Sport & Fashion will skip all the formal talk!
-At the time you place an order and it is confirmed, we must create the item (s) that you have requested, which could be delayed in the creation, depending on the volume of work that exists at that moment, but no more than 2 or 3 working days, which would be specified as (product handling). Once you have received our email confirmation that your products have been sent, everything will depend on the form chosen in "shipping methods" when you made the purchase, in which there are three modes:
1C.1. Normal Mail: Whereby once deposited in the post office, it should take only 3 to 4 working days for the item to arrive (National), and 7-15 working days (International).
1C.2. Certificate Mail: Whereby once deposited in the post office, it should take only 3 to 4 working days for the item to arrive (National), and 7-15 working days (International).
1C.3. "Virtual Store Pickup": This method is only for users who want to make the collection in our virtual store. EM Sport & Fashion does not have an official physical store for the public, but it does have a location from where our customers can pick up their items. We will contact the customer once they item / s are created, and you can pick them up at our EM Sport & Fashion address. This method is only available for users who lives in the vicinity of the South of Tenerife, or who for whatever reason are passing through. EM Sport & Fashion is located at Las Galletas 38631 (Arona), S / C de Tenerife. We will send you the exact location by Whatsapp or mail. Pick-up times will be from Monday to Friday from 9:00 a.m. to 1:00 p.m., and from 4:00 p.m. to 6:00 p.m., and may be altered only on special occasions. (EM Sport & Fashion reserves the right to what "special occasions" means). Once this modality is chosen, your user account must be directly related to a residence in the Canary Islands. This mode is chosen just before finalizing the purchase, exactly when you must select the shipping method.
Once these terms are clarified, your items may take more than a week from the day of your purchase, but never more than 15 days. Of course, we would be talking about the worst case scenario. Wanting to make clear that the only case in which this could happen, is the coincidence of several negative factors at the same time. We want to make these points very well reflected, trying to be as transparent as possible. You should receive your items within a period of about 3 or 7 business days, after your purchase.
Once these terms are clarified. Your items could take more than a week from the day of your purchase, but never more than 15 days (National), and it could take more than 15 days (International), of course, we would be talking about the worst case. Wanting to make clear that the only case in which this could happen, was the coincidence of several negative factors at the same time. We want to make these points very well reflected, trying to be as transparent as possible. In the opposite view, you should receive your items within a period of about 3 to 7 business days, after your purchase, (National), and 7 to 15 business days after your purchase (International).
1D. What are the shipping costs depending on what is calculated?
- The costs in the Post Office have a cost to all the Spanish territory of € 2.50 in Normal Mail and € 5 in Certified mail, with a maximum weight of 2 Kg. (For National shipments) and € 6.50 in Normal Mail and € 10.15 in Certified mail (for International shipments (UE)) and € 10,10 in Normal Mail and € 13,75 in Certified mail (for International shipments (USA)) , with a maximum weight of 2Kg. The calculation function is performed on the weight of the products to be shipped, therefore, it is the same to send 1 product as 3. Later the increase is not proportional and we simply adapt to the prices that Correos estimates.
2. Cancel or Return orders
2A. Can I remove an item from my order?
-Yes. From the shopping cart you can delete the items you do not want as long as you have'nt processed the order.
2B. Can I cancel my order?
-In EM Sport & Fashion the orders are created individually by request of the client, since we do not have stock previously created of all design / s the costumer gets to choose their favorite, that is why, we create the items at the request of our clients. Up to this, the products can be canceled only and exclusively before they start being created. In this process you should have received an email informing you of the status of your order. Only before you have received the confirmation email that your products are in the creation phase, is it possible to cancel them. If you have not received this message yet, please log in to your user account and check "My orders" in which phase your orders are found. If your order (s) is in the creation phase, they can not be canceled. Otherwise, "Contact us" as soon as possible to cancel the order. For any other clarification please contact us at "Contact us" or through Whatsapp at the number +34 673508061.
2C. What should I do if I receive a defective item?
-EM Sport & Fashion only sells items in perfect condition, so if, exceptionally you get an item with a defect you can process a return order in your user account where you specify, "History and order details", choose item/s for and follow the process return. Once processed, we will keep you informed by email. You as a costumer will have to pay for the shipping costs back to our location. EM Sport & Fashion will wait for the item / s to arrive at our location, once EM Sport & Fashion gives its approval, we will proceed to make the refund of the money plus the shipping costs. If this were to happen, we would try to reward the costumer in some way on a future purchase.
2D. What should I do if I receive an incorrect item?
-Exactly follow the same process of return as in the previous case. If this were to happen, we would try to reward the costumer on a future purchase.
2E. In which cases can I return a product?
-Discounting the two previous cases, we do not accept returns for personal mistakes referring to sizes, colors, designs, etc. EM Sport & Fashion is not responsible for incorrect purchases due to mistakes made by users, since each product is made on request. Please, choose the items carefully at the time of placing the order, paying close attention to the characteristics of the items.
2F. What options do I have if I make a purchase and there is no stock (offline)?
-Unfortunately this can happen, because in certain cases, two people can be purchase the same item at the same time with a limited stock. The items / s are not discounted from the stock of the store until the payment is confirmed. The platform assumes that it is too late to back out and makes the purchase without the stock, which leaves one of the two users without stock in their purchase. In this case, you will receive a message saying that some of the products purchased are out of stock and that this could delay the shipment. In this case, it is the users decision to wait for EM Sport & Fashion to have it back in stock, or on the contrary, cancel the purchase by contacting us in "Contact Us", or through Whatsapp on number +34 673508061. On the other hand we inform you that we usually have stock available after 2 or 3 business days.
2H. Why does'nt emails from EM Sport & Fashion arrive?
-It is possible that the emails we send you are received in the spam folder or spam, please check this folder, if you do not know where it is located, contact the administrator or provider of your email account.
2I. How is my purchase packaged?
-Your purchase is packaged well enough to support the shipment, however, and taking into account the product, it could arrive with some kind of wrinkles. It is recommended to wash the item before use.