FREQUENTLY ASKED QUESTIONS
1. An order in progress can be cancelled or modified
Once the order is confirmed and paid and you have received the confirmation email, you can no longer modify your order. You can make a return if you want, as long as it is in the same condition within 14 days of purchase.
2 I have not received the return payment for the order.
The payment of the returned products is made once they have been received and certified as being returned to our warehouses. The products must be in the same condition in which they were received; unopened and with the original packaging and box in case of being a pack must carry the same product count and be delivered in the same way as it was received, in case of manupulation it cannot be returned. Once the return has been verified, you will receive a return confirmation email. If you do not see your return credited within 1 week of receiving this email, please contact ecommerce@roofaspain.com.
3. I can return the product
You have 14 days to return your order in case you are not satisfied with it, the product must be delivered in the same conditions in which it was delivered and the shipping costs are borne by the customer not the company. Once we verify your return, we will refund the amount of the order, but the return costs will be at your expense. For more information on returns, check the return section at the bottom of the website to facilitate the return procedures.
4. Where can we buy on the web
We can ship our products in Spain and the Balearic Islands, but we do not ship to Ceuta, Melilla, or the Canary Islands. We can also ship our products to France, Portugal, Germany, Belgium, Denmark, the Netherlands and Luxembourg.
5. How long does it take for my order to arrive
Deliveries in Spain usually take 24/48h working hours (Monday to Friday), on weekends or holidays, shipments are handled the next working day. In case of placing the order for the Balearic Islands, it is increased by 48/72 working hours and for the countries of the European Community where we can sell, it is increased in 5 working days. All this data is approximate, delivery may suffer some delays in periods of launches, promotions or special campaigns, such as Christmas, during which these deadlines are not guaranteed.
6. What are the additional shipping costs
If you want to know all our rates, do not hesitate to consult our shipping policy that you can find on our website at the bottom of the website in the shipping and returns section.
7. It is safe to buy from Roofaspain
We have invested a lot of effort to ensure a completely secure purchase process, any transaction is done in encrypted mode according to the SSL protocol. Your bank details are encrypted (SSL way) and cannot be known or kept by us, so your bank details are fully guaranteed for a secure purchase at all times.
8. I don't receive the confirmation email
We recommend that you always check your spam or junk mail folder in case the confirmation email has arrived there by mistake. If you have not received your confirmation email, you cannot contact us through your Spam folder (junk mail) ecommerce@roofaspain.com and we will answer you as soon as possible to indicate the status of your order. First of all, we are here to help you with any queries, do not hesitate to contact our customer service department via email: ecommerce@roofaspain.com
9. Problem upon receipt of the order
Before preparing the order, we check everything and pack all the products, but something unforeseen can always happen. In case your order has any broken or damaged product, or is not the product purchased, please immediately contact our Customer Service ecommerce@roofaspain.com specifying your order number, the nature of the problem and a photo in case of damage or deterioration. Important: Please note that in order to process your request, we need you to submit your claim to us within 14 days of the purchase period.
10. How you can pay
Payment for your order can be made with a credit card (via stripe bank data protection) or if you prefer via PayPal.
Stripe is a secure method. It uses a very strong encryption code (the AES-256 encryption system) that guarantees the confidentiality of the private and banking data of each customer, as well as the merchant. Stores using the Stripe platform allow payment with credit or debit cards from the Visa, MasterCard, and American Express networks.
Stripe does not sell your financial account information to third parties, including sellers, and the same is required of vendors. When our service providers obtain your personal data, they may only use it to perform services for Stripe or to comply with legal requirements. Therefore, the purchase is not only guaranteed, but also the processing of each user's personal data and bank details.