1. Delivery of the product

The commitment of ANCHA Castilla is to deliver the product in perfect conditions to the address indicated by the Customer on the order form, and which must be within the European Union in all cases. In order to optimise the delivery, we ask our customers to give us an address where the order can be delivered within usual working hours and they must be aware that we do not deliver to Post Office Boxes.

ANCHA Castilla will not be held responsible for the errors caused to the delivery when the address introduced by the Customer on the form is not the real one. In any case, we will always check by phone any detail that may lead to an error in the delivery.

We warn our Customers that due to logistic reasons we may have to divide one order into several deliveries, and if this were to happen, the Customer would be notified previously in order to give his/her consent.

2. Delivery deadline

The delivery of orders will always be carried out within a consistent deadline, from the reception and verification of the order made by the Customer on our website, to the preparation of the latter.

Our business model allows us to have stock at our warehouses, but there may be exceptional cases in which there is not enough stock to attend a certain order, although this situation will be warned about on our website during the order process carried out by the Customer, who may decide whether to order the product temporarily out of stock.

In the case mentioned in the previous paragraph, the web platform will allow you to make the order, as this situation of lack of stock of a certain product has been detected with enough time in advance and we are working to solve the problem as soon as possible.

In any case, our customer services department will always get in touch with any Customer who may have an order that cannot be fully fulfilled and therefore, find the solution that best suits his/her needs.

For further information, it is important to take into account that the procedure during reception and preparation of an order will take between 24 and 48 hours. We will have to add to these periods the transport times established by our courier agency, which can be checked in the section Transport times.

Our web platform gives the Customer the possibility to select the option “collect at shop”, and the latter will later receive a confirmation email. If the Customer does not collect the order within the following 3 days, our customer services department will get in touch with our customer to agree a new delivery method or to proceed to cancel the order.

Once the order has left our warehouses and the customer has been notified by email, the latter may follow-up the order with the tracking number assigned by means of the link:

http://www.zeleris.com/index.aspx

The abovementioned periods are an average and therefore only an estimation. Therefore, it is possible that they may vary due to logistic regions or force majeure. In case of delay of the delivery, ANCHA Castilla will always inform its Customers as soon as it is aware of the delay times.

Each delivery will be considered as made at the moment that the transport company makes the product available to the Customer, which is materialised by means of the control system used by the transport company.

In the case of delays of the delivery chargeable to ANCHA Castilla, the Customer may cancel his/her order in compliance with the procedure described in Section 7. Refunds and Cancellations, of the General Conditions of Use.

Those cases in which the order has been made available to the Customer by the transport company within the deadline agreed and has not been delivered due to a cause attributable to the Customer cannot be considered as delays in the delivery.

The customer can establish a scheduled delivery date during the order process. The delivery can be scheduled between 5 working days and 90 calendar days after the date of placement of the order.

The option mentioned in the previous paragraph allows you to be totally unconcerned if you want to make a scheduled purchase or gift, so that you do not have to be worried about formalising the order just before the date in question.

3. Delivery data, deliveries not made and loss

The same email that informs the Customer about the tracking number, confirming that the product has left the warehouses of ANCHA Castilla, contains the customer services telephone number, so that if any incident were to occur during the delivery, the Customer can get in touch to solve the problem.

If the Customer is not present at the moment of the delivery, the transport operator will leave a receipt indicating how to proceed to agree a new delivery. ANCHA Castilla has contracted, as part of the courier delivery service, the execution of a series of tracking actions (calls to the Customers in different time slots, remission of SMS), aimed at guaranteeing the fulfilment of the delivery.

If 3 working days after the departure of the delivery plus the transport days for each destination country, the delivery has not yet been made, the Customer should get in touch with ANCHA Castilla on our customer services number, 902 041 874 or send an email to clientes@anchacastilla.com.

If the Customer were not to proceed as explained above, after this period of time the order will be returned to our warehouses and the Customer will be held responsible for the expenses of delivery and return to the source of the merchandise, as well as possible associated management expenses. In any case, we will try to avoid this situation from our customer services department, by communicating any incident as soon as it happens.

If the delivery has not been made due to the loss of the package, our customer services department will start an investigation to provide you with a solution as soon as possible.

4. Diligence in the delivery

The Customer must always verify the good condition of the package in presence of the transport operator that carries out the delivery of the product on behalf of ANCHA Castilla, indicating on the delivery note any anomaly detected in the packaging.

If later, once the product has been checked, the Customer were to detect any incident such as a knock, breakage, signs of having been opened or any flaw caused to the product by the delivery, the Customer agrees to notify this situation to ANCHA Castilla by sending an email to clientes@anchacastilla.com as soon as possible and within the 7 following working days after the delivery.

5. Transport time

ANCHA Castilla and through its website www.anchacastilla.com only supplies products within the European Union; in other cases you will always have to get in touch with us through the email cliente@anchacastilla.com, to notify a delivery to a different country.

In general and according to the agreement reached with our courier agency, the transport times by countries depending on the deliver method are shown on the following table, provided that there are no situations beyond the control of ANCHA Castilla or the courier agency that make it impossible to fulfil these average delivery times.

Likewise, we remark that the transport times are specified in working days, not including weekends or bank holidays at destination or source. Likewise, all orders registered on our website on Fridays will leave our warehouses on the following working Monday, in order to avoid unnecessary storage time at the courier agency.

The transport times refer to capitals and representative cities of the destination countries. For the rest of destinations, please contact our customer services department, on 902 041 874 or through the email clientes@anchacastilla.com.

Transport times

6. Average cost of an order.

As an example we have described below an average order to have a reference of the delivery costs depending on the place of destination.

We must bear in mind that our courier agency establishes its rates depending on the weight of the delivery and the place of destination.

To make the decision easier for our customers who purchase from abroad or from Spain, but who wish to send their delivery to any country in the European Union, we have arranged and negotiated the rates so that they can choose the Express method (delivery by air) or the Standard method (delivery by road).

Example:

We have made an order with the following products:

-1 Bottle of Extra Virgin Olive Oil, DOP.

-1 Bottle of Crianza Wine.

-1 Semi cured Manchego Cheese DO, with a weight of 2 Kgs divided into 4 parts and vacuum packed.

-1 Jar of Saffron DO La Mancha, of 2 grams.

-3 Jars of Honey, of Orange Blossom, Forest and Rosemary.

-1 Wedge of Cured Manchego Cheese DO, of 375 grams.

-1 Wedge of Aged Manchego Cheese DO, of 350 grams.

-1 Aged Manchego Cheese DO, of approximately 2.700 net Kgs.

Average Price of 10 Kgs sent to:

* These amounts do not include VAT

In Ciudad Real, September of 2011