Frequently asked questions

How to order?

It is very simple, on the top right hand side click on "log in" (you can also access through the "my account" tab on the top menu of the website). Then click on the button "create an account". Fill in all the details, checking the address carefully so that we can invoice and ship efficiently. You can change these details at any time.

If you are already a customer, simply click on "log in" and fill in your username and password to access your orders or place a new order.

How do I contact you?

You have several options:

By mail: info@tuotroestanco.com
By telephone: 722764061 (Customer service hours from Monday to Friday from 8:00 AM to 2:00 PM).
By direct chat: on the same page of tuotroestanco.com (bottom right).

How can I reject my order?

- The term for the exercise of this right is 14 calendar days from receipt of the product, without penalties for its exercise.

- The full refund of the product price plus the shipping costs will be made before 14 calendar days have elapsed from the date on which you have been informed of the decision to withdraw from the consumer contract using the same means of payment used by the consumer for the initial transaction, unless the consumer has expressly provided otherwise and as long as the consumer does not incur any expenses as a result of the refund.

- This right is not subject to any formality, we have a withdrawal form below, the customer is only asked to return the product in the best possible condition. On the other hand, the consumer will have to pay the shipping costs for the return of the goods when they have been previously informed of this. Here is the withdrawal form: https://www.tuotroestanco.com/formulario_de_desistimiento_TOE.pdf

- If the product is not returned in the same original packaging, the good may suffer a depreciation.

Are the products tested?

All TU OTRO ESTANCO SL products are tested and certified by our warehouse team or by the manufacturer.

About the reward points

Only TUBES do not award points and cannot be used.

1- As soon as the customer places an order, loyalty points are awarded and will be added as soon as the order is "delivered". From that moment on, the points will be available for future orders.

2- Each product on the website has a number of points associated with it (except for tubes).

3- Value of the points:

The reward points will be applied to the order including taxes (VAT).

100 points equals €1.
1 point equals 0.01€.

When will I receive my order?

- Orders placed outside Spain: will be received between 7 and 10 working days. In the case of Portugal between 4 and 5 working days.

- In the case of orders placed in Spain (peninsula), they are received within 24/72 hours on working days by the Correos Express agency. If you have correctly provided us with your mobile phone number when registering, you will receive an SMS from the agency with your tracking number. With it, you can check the status of your shipment at any time from the page: https://www.correosexpress.com.

- All our orders are prepared and dispatched on working days, which means that orders are not prepared and dispatched on Saturdays and Sundays. Orders are also not prepared and dispatched on national, Valencian Community or Burriana public holidays. You can check the holidays here: https://calendarios.ideal.es/laboral/comunidad-valenciana/castellon/borriana-burriana.

- Orders to the Balearic Islands may be delayed beyond 72 hours.

When is my order prepared?

Orders are prepared between 8:00 AM and 1:30 PM, orders after 1:30 PM will be prepared and shipped the following day.

What is the amount of the shipping costs in Spain?

Shipping costs are FREE in Spain (peninsula), from 29€ (incl. VAT).

For orders under 29€ the shipping costs are 4,50€ (incl. VAT).

Fixed shipping costs:

- In Balearic Islands 3€ (incl. VAT).

- In the Canary Islands 14,5€ (incl. VAT).

- For shipments to Ceuta and Melilla it must be the addressee who is in charge of the transport agency.

What is the amount of international shipping?

- In Portugal 6€ (incl. VAT).

- In Italy 10€ (incl. VAT).

- In France 10€ (incl. VAT).

- In Germany 10€ (incl. VAT).

- In Switzerland 33€ (incl. VAT).

- In Southern Ireland 18€ (incl. VAT).

- In Belgium 15€ (incl. VAT).

- In Austria 15€ (incl. VAT).

- In the Netherlands 15€ (incl. VAT).

- In Finland 20€ (incl. VAT).

- In Argentina 22€ (incl. VAT) from 0 to 1Kg, 28€ (incl. VAT) from 1 to 2Kg, 42€ (incl. VAT) from 2 to 5Kg.

- In Brazil 15€ (incl. VAT) from 0 to 1Kg, 25€ (incl. VAT) from 1 to 2Kg, 39€ (incl. VAT) from 2 to 5Kg.

- In Canada 16€ (incl. VAT) from 0 to 1Kg, 19€ (incl. VAT) from 1 to 2Kg, 46€ (incl. VAT) from 2 to 5Kg.

- In Antilles and other Central American countries 24€ (incl. VAT) from 0 to 1Kg, 27€ (incl. VAT) from 1 to 2Kg, 38€ (incl. VAT) from 2 to 5Kg.

- In Chile 16€ (incl. VAT) from 0 to 1Kg, 21€ (incl. VAT) from 1 to 2Kg, 53€ (incl. VAT) from 2 to 5Kg.

- In USA 14€ (incl. VAT) from 0 to 1Kg, 23€ (incl. VAT) from 1 to 2Kg, 51€ (incl. VAT) from 2 to 5Kg.

- In Mexico 13€ (VAT incl) from 0 to 1Kg, 20€ (VAT incl) from 1 to 2Kg, 31€ (VAT incl) from 2 to 5Kg.

Other countries North America 24€ (VAT incl) from 0 to 1Kg, 27€ (VAT incl) from 1 to 2Kg, 38€ (VAT incl) from 2 to 5Kg.

Other South American countries 24€ (incl. VAT) from 0 to 1Kg, 27€ (incl. VAT) from 1 to 2Kg, 38€ (incl. VAT) from 2 to 5Kg.

For shipments to Ceuta and Melilla, the consignee is responsible for the transport agency.

Most international orders have to be placed manually, so it is preferable that you contact us through our contact channels (WhatsApp or email).

What payment methods are accepted?

You can choose one of the two payment options we offer:

- Debit/credit card: No additional charge.

- Payment by bank transfer: No additional charge.
(If the payment is made from a bank outside Europe and the transaction entails an additional charge for our bank, the customer will be responsible for the payment surcharge).

All two forms of payment are completely secure.

I am a wholesaler, how do I register?

You must first register as a customer on our website.

Once registered, follow the steps below:

1 -Login to "my account".

2 -Within "my account":

For wholesalers in Spain: attach form 036 if you are a company or form 037 if you are self-employed.
For wholesalers outside Spain: attach EORI or any document proving that you have a company.

3 -Wait for us to validate your registration as a wholesaler.

4 -Once your registration has been validated, you will be able to access www.tuotroestanco.com as a wholesaler and enjoy your new prices.

How can I get information about the status of my order?

Orders are shipped by Correos Express (for orders in Spain and Portugal) and Spring (for orders outside Spain and Portugal).
We send an e-mail when the order leaves our warehouse, which contains a URL that allows you to access directly to the website that tracks the order. If you prefer to do this manually, you can also find the tracking number of your order in this e-mail. With this number, you can track your order at https://www.correosexpress.com (if your order is destined for Spain or Portugal) or at https://mailingtechnology.com/tracking/ (if your order is not destined for Spain or Portugal).

It is very important that you provide a mobile phone number when registering, as the carrier may need to contact you. If the delivery person does not find anyone at the address you have provided, they will call the telephone number you have provided in order to arrange delivery.

In case you have not received the email with the tracking number of the order, we will have it available in our customer account on the web, request it to info@tuotroestanco.com or by calling the mobile phone 722 764 061 from Monday to Friday from 8:00 AM to 2:00 PM.

Do the products have guarantees?

All those products hosted on our website have a guarantee.

-In the event of a defective product, the seller must proceed, as appropriate, to repair,
replacement, price reduction or termination of the contract, procedures that will be free for the consumer and
Username.
-The seller is liable for any lack of conformity that appears within a period of two years from the date of
delivery.
The consumer and user must inform the seller of the lack of conformity within two months from when he became aware of it.

Online trust seal

Our entity is a member of Confianza Online (non-profit association), registered in the National Register of Associations Group 1, Section 1, national number 594400, CIF G85804011, Calle la Palma 59, Bajo A., 28015 Madrid (Spain), telephone (+34) 91 309 13 47 and fax (+34) 91 402 83 39 (www.confianzaonline.es).

These General Terms and Conditions are governed by Spanish law. Likewise, in compliance with the provisions of the Alternative Dispute Resolution Act, we inform consumers that, as a member entity and under the terms of the Code of Ethics, users may turn to Confianza Online for the alternative resolution of any disputes (https://www.confianzaonline.es/como-reclamar/formulario-de-reclamaciones/). If they relate to electronic transactions with consumers, or to data protection when they are related to this area, the complaints will be resolved by the Confianza Online Mediation Committee, which is accredited for the alternative resolution of consumer disputes. If the complaints concern digital advertising, or data protection related to this area, they shall be submitted to the AUTOCONTROL Advertising Jury.

We would also like to remind you that you can access the EU's online dispute resolution platform by following this link: https://ec.europa.eu/consumers/odr/main/?event=main.home2.show.

Link to the online trust code of ethics: https://www.confianzaonline.es/wp-content/uploads/2018/05/Codigo_Etico_CONFIANZA_ONLINE.pdf.

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