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1.-MY PERSONAL ACCOUNT
My password does not work
Make sure that the email address and password are correct. If it still does not work click here to receive a new password automatically.
I have not received my new password
It is possible that the remission of a new password by email is not immediate, therefore we request you to wait for a few minutes (2-5 minutes). You will soon receive an automatic email with your new password.
If you click several times, you will receive all the new passwords. Only the last one is valid.
I have forgotten my password
Click here to automatically receive a new password. You can also personalise your password so it is easier for you to remember; to do so go to “My Account > Personal Details"
How to personalise or change my password
To personalise your password, go to "My Account > Personal Details" with your email address and password. Once identified, you can introduce your new password. Do not forget to confirm it.
How to change my personal information
Got to "My Account" with your email and password, you will be able to edit the information of your account.
I do not want to carry on receiving informational emails
You can unsubscribe from the new bulletin at any moment, or from any other communication sent by ANCHA Castilla. You only have to notify your subscription cancellation by email to clientes@anchacastilla.com, indicating your wish to not receive any more information from our web and the email(s) that you registered with.
How we use your personal details registered at My Account
The company CLAAN Export SL (owner of the brand ANCHA Castilla) manages your personal information. We guarantee the confidentiality of the personal details introduced. All the data of your account are only used on our website www.anchacastilla.com as part of your commercial relation with ANCHA Castilla.
In compliance with the Spanish Laws, you have the right to Access and correct the data that concern you. You can exercise this right sending and email to clientes@anchacastilla.com. Do not forget to indicate the reason of the revocation.
2.-MY ORDER
How to make an order
STEP 1: Purchases
To choose your products and “Add to cart”, you can do so through the PRODUCTS Category, through the miniature images that appear in the middle of your screen or through the search engine located in the top right corner.
Once you have added products to your cart, you can carry on buying or click on the button End purchase that appears in the “Purchase Summary” (top right corner).
STEP 2: Purchase summary - Login
Once you have finished adding products to your shopping cart and pressed End purchase, you will be directed to a menu that shows you your purchase summary.
Here you will be able to modify the amount of products desired or “Carry on buying”. If everything is correct, confirm by pressing “Next” to access your account or login if it is the first time you visit our website.
STEP 3: Delivery address
Once you have indicated your registration details, you must indicate the delivery address where you want to receive your order.
STEP 4: Delivery method
When you access this section, you will be able to read the General sales conditions, which you will have to accept to continue with the purchase process.
Likewise, you can schedule the delivery of the order if you need to receive it ton a particular date. This delivery module allows you to schedule the delivery between 5 and 90 working days after the order date.
If you do not indicate any scheduled delivery date, the order will be sent once it is ready at our facilities.
Finally, you will only have to indicate the delivery method which will be determined by your place of residence. The delivery method allows your order to be delivered by air or land, which will allow your order to be delivered as fast as possible.
In this section, you can ask your order to be wrapped in gift paper and add a dedication.
STEP 5: Payment method
Verify the price of your order. You can then pay your order by means of Transfer, PayPal or Card.
Do not forget that the payments carried out by PayPal or Card will be always made in Euros (€). However, if you decide to pay by transfer, you can choose your payment currency: Euro, Dollar or Sterling Pound.
STEP 6: Confirmation
Your order will be registered. You will receive a confirmation email that will be shortly sent to your registry address. Then you will be able to follow up your order by clicking on "My Account" and then "My orders".
I want to cancel my order
To cancel an order we request you to get in touch with us as soon as possible. You can do so through a telephone attention centre on 902 041 874, or by email to clientes@anchacastilla.com. And also through your ACCOUNT, once you have selected the order regarding which you want to make a comment.
For further details, you can read section 7. Refunds and Cancellations on our General Conditions.
At all moments we will try to solve the incident in the most reasonable manner for you.
How long does my order take to arrive?
All the orders we receive on our website are processed on the same day that you place the order, except for bank holidays and weekends.
Once the order has been processed it will be ready to be sent through our courier services and will depend on the order entry time for it to be sent on the same day.
Through your customer ACCOUNT, you will be informed about the status of your order, and you will also receive an email every time the status of the order changes. You can also follow-up your order through the link that we will send you together with the tracking number, once the order has left our facilities. Thus, you will be able to check the delivery time starting at the moment of confirmation.
In the DELIVERY section located at the foot of the page of our website, you can check the time your order spends in each region or country. Take into account bank holidays and possible incidents that may arise with the courier agency.
Therefore, the delivery deadline depends on the delivery method chosen and the country where the order has to be delivered.
3.-DISCOUNT VOUCHER /GIFT VOUCHER CODES
The codes assigned will be available in the section “My Account” and in each one of the corresponding sections. To trade them in, you just have to indicate the code on the page of your shopping cart. The amount is automatically deducted from the total price to be paid.
You can enjoy more advantages for the same purchase if you combine them. You may have a promotional code when you receive special offers through our news bulletin or to award your loyalty.
4.-MY PAYMENT METHOD
Which payment methods are offered on this site
You can pay be credit / debit card (Visa, MasterCard, American Express, Visa Electron, and/or other similar cards) or bank transfer. If you pay by card you can choose between two safe payment gateways: PayPal or whichever one is established by our financial entity.
Payments by Card
We recommend this option because it is easier, quicker and completely safe. Payment through anchacastilla.com is perfectly safe. With Servired and PayPal, we chose a high security payment tool. This quality seal guarantees the total safety of the data for the payment of your online purchases.
Payments by means of Bank Transfer
Payment by bank transfer is equally safe. Unlike paying by card, you will have to make the payment and wait for confirmation of reception, in order to prepare your order. This process may take several days.
The bank details and account number will appear once you have chosen the option “Payment by means of bank transfer”.
Please indicate in the subject: “ANCHA Castilla” and your order number, so that once we receive the payment your order will be processed and sent immediately. You will receive an email confirming the reception of the transfer.
I have made an order and I want to change the payment method
Once an order is made on the website it is impossible to change the payment method.
However, if you want to change the payment method, please cancel your order or get in touch with us.
5.-CONFIRMATION OF MY ORDER
All our orders generate the remission of an email to the email address used during the registry process (Login).
I have not received confirmation of my order
This could be a typographical error in your email address.
Make sure that the address written during the registry process is correct; you can check it in the section "My Account".
If you have checked that the details are correct and you still have not received an email confirming the order, please get in touch with us by email to clientes@anchacastilla.com or on the number 902 041 874.
I want to change my order
Once an order has been registered and validated on our website it is impossible to change the articles selected.
However, if your order has not been processed yet, we will try our best to satisfy you. You should now specify your request by getting in touch with customer services, by email to clientes@anchacastilla.com or on the number 902 041 874.
I want to print my order’s invoice
Go to "My Account" with your email and password, then click on "My Orders" and you will find the list of your orders. You can now print the invoice or download it in pdf format.
Do I have to pay the Value Added Tax (VAT), applicable in Spain?
If you live in the European Union, yes you do. All the prices on our website include the corresponding VAT, but we deduct this amount from the total price of the delivery if the latter is carried out in regions exempt of VAT. If this is your case, you only have to indicate it in the field “if you want to leave any comments about your order, please state them now” of the section “ADDRESS”, in the purchase process.
6.-DELIVERY
Do I have to pay anything upon delivery of my order?
If your live in the EU, no. The price indicated on your order and shopping cart already includes transport and taxes (except for regions exempt of VAT, such as the Canary Islands for instance).
Which is the delivery area of the website
You can look up in the Delivery section the countries where we can deliver our products to without the need of special permits or licenses. For these areas the average delivery times are also established, depending on the delivery method.
If your country does not appear on the list of countries available and you want to make an order, please get in touch with us through clientes@anchacastilla.com giving us detail of your needs.
Can I know the price of my order
The courier agency with which we carry out the deliveries calculates the price of the delivery depending on the country of destination and the weight of the latter. This price will vary depending on the method chosen, whether by air (shorter delivery deadline) or land (longer delivery deadline).
You can find more information in the Delivery section.
How can I follow up my order
Our courier agency has provided to our customers a web link by means of which you can follow up your order.
Once you have made your order, you will receive precise information about the status of your order and, once we have the Order Tracking Number, we will give it to you together with the following link:
Include the link of Zeleris to follow up orders.
7.-RETURN AN ARTICLE ORDERED
In case of doubt, we request you to read section 7.Refunds and Cancellations of the General Conditions.
How can I return an order made on this website
If you are not satisfied with the order made or have not received in perfect conditions, firstly we request you to address us to search for the best solution, in view of such incident. You can do so by sending an email to clientes@anchacastilla.com or on the customers service number 902 041 874.
You can also request your refund through the Orders section once you have accessed your Account. If you choose this option, you should take the following steps:
Which is the deadline to return an order
You have 30 calendar days, from the reception of your order, to be able to exercise your right of refund.
8.-CUSTOME R SERVICES
How can I get in touch with customer services
You can do so by sending an email to clientes@anchacastilla.com or on the number 902 041 874.
In Ciudad Real, September of 2011
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