Premium Account 12 moths FAQs
- How does the international shipping discount work?
As an international customer, since we cannot offer you the free shipping that premium customers enjoy in mainland Spain, you benefit from a 10% discount on international shipping rates. We will send you a personal and non-transferable code that you can use for all purchases over 39.95 euros (excluding products on offer).
- What does priority booking and assembly mean?
The system will "overtake you" in the management process of our administrative staff, so that your orders will always be the first to be attended and assembled. In case of any problem with your order, you will also know much faster.
- How does the customer hotline work?
We will assign you a manager from our team and give you access to a telephone number, which will only answer calls from customers registered as "Premium". To call us, please use the phone number registered in your account, or the call will not be answered.
- What is exclusive access to special editions like?
Limited editions are allocated to us with a very limited quota. Through this service, the Premium customer will be notified 24 hours before the product goes on sale and will be able to buy before anyone else. In the case of very few units, we will carry out a raffle only among Premium customers to gain access to the purchase.
It is possible that due to agreements with the brands we may have to promote and sell very limited editions or even raffle for the purchase, but part of this limited quota will be only for Premium Customers.
- I have subscribed to the Premium service, but I want to cancel it.
You have a 14-day right of withdrawal if you do not wish to continue your Premium membership.
During these 14 days, you can request a refund of the amount through a ticket to customer service.
It's important to note that if you use any of the services reserved for Premium customers during these 14 days, such as purchasing with free premium shipping, buying a product for Premium customers, or calling the exclusive personalized customer service number, you will not be eligible for a refund, as you will have started using the service.
- Does the Premium subscription renew automatically?
We have an auto-renewal option, and it will gradually be implemented as the only system for your greater convenience, so you don't have to renew it every year.
Remember to renew your subscription (by re-purchasing it) to keep it active if it is manual. If your account expires, you will no longer see the personal news control panel for Premium members nor receive Premium emails. You will also lose the reduction in shipping costs, priority in purchasing limited editions, and calls will not be answered on the exclusive number, etc.
- I have purchased a 12-month Premium membership. How long does it take to activate?
The Premium membership takes 48 hours to activate from the payment (48 business hours). If you are renewing a subscription that you have been using, the renewal will be processed on the same day or the next business day.
Do you have any questions? Please contact us to solve them.