Buying Guide

PAYMENT

How can I pay?
These methods of payment are available:
-Bank transfer
-Credit card (Visa, Visa Electron and Mastercard)
-Paypal

Is it safe to pay with my credit card?
Yes, it is. The information is encrypted. If you choose to pay with Visa or Mastercard we will only accept “Ces” (Electronic safe trade) transactions. Once we have checked that you own a “Ces” card, we will approve your buying. If the bank verifies its authenticity, we will make the charge.

Why can be my credit card rejected?
Your credit card can be rejected if:
-You have entered any wrong information or personal details. Check that you have filled all the gaps correctly.
-You have reached the limit of your credit card. Check it with your bank.
-Your credit card might have expired.

Can I order Tax free?
No you cannot, Tax Free only applies to products bought in store and which you transport.

SHIPPING

Where can I receive my order?
We ship orders to the address indicated by the buyer (home, work, etc. never a P.O box) or to the TRASLUZ´s shop that you choose.

How much are the shipping fees?
-To any TRASLUZ shop, shipping is free.
-Peninsular Spain: 4.95 EUR (+ IVA). For orders over 100€, free shipping (outlet not incluided).
-Ceuta, Melilla, Balearic Islands and Canary Islands: 44.95 EUR (+ IVA)
-Other countries please email us to ventaonline@trasluz.net.

How long will it take my order to arrive?
It depends on what kind of delivery you have chosen:
-Allow 7 days for any TRASLUZ shop delivery.
- Allow 2 or 3 days for peninsular delivery.
-Allow 3 or 4 days for Ceuta, Melilla, Balearic Islands and Canary Islands delivery.
-Other countries, ask in ventaonline@trasluz.net

Can I remove any item of my order?
Yes. You have to go to the shopping bag, enter “0”, click “update” and refresh prices. You can remove the items that you do not want. Make sure that you have not sent the order yet.

Can I cancel my order?
Yes. You have to go to the shopping bag and do it from there.

How can I make sure that I have completed my order correctly?
You will receive a confirmation email. Otherwise contact us here: ventaonline@trasluz.net

Can I check the status of my delivery?
Yes. Go to “my orders” and check it.

How does the shop delivery service work?
If you have chosen the shop delivery option, we will send you a confirmation email.

Are the prices in the Trasluz web page and in the shops the same?
Yes. But if there is any difference in the prices, the correct price is the one on the labels.

Am I going to receive the same item which I have seen on the photo?
Yes, but you have to take into account that the configuration of your monitor may change them. Also, some of our handmade products could present a different finish.

What can I do if I get a defective product?
TRASLUZ only sells products in perfect conditions but if, exceptionally, you receive any defective item, do not hesitate to contact us here: ventaonline@trasluz.net.

Can I retrieve my password?
If you have forgotten your password, you can retrieve it in “login”. You will receive an email to reestablish it.

Is it possible to receive by email any Trasluz´s news or sales?
Yes. You will receive our latest news and events. You can leave the service contacting with us in ventaonline@trasluz.net

EXCHANGES

Can I exchange my products?
If you want to return an item, you have to fill out the return deposit slip attached with your
invoice and make a new online purchase.
If you change a product, you have to add the return deposit slip filled out.
Our garments can be changed for a different colour or size as long as they are in perfect condition, with their label and their corresponding ticket.

How long do I have to make an exchange?
Exchanges must be made within 30 days from date of purchase.

Do I have to make any payment for an exchange?
Yes, you have to pay the shipping fees to our shop. TRASLUZ will not accept any exchange with unpaid postages.

RETURNS

The garments must be in perfect condition, with their corresponding label, ticket and your return deposit slip. You can not return underwear.

How can I return an item?
To return an item, you have to fill out the return deposit slip attached with your
invoice, fill it out and send it to us altogether with the clothes you want give back.

How long do I have to make an exchange?
Exchanges must be made within 30 days from date of purchase.

Do I have to make any payment to return an item?
No, but only if you have received a wrong item or a defective item. Otherwise you will have to pay the shipping fees to our shop. TRASLUZ will not accept any exchange with unpaid postages.

How will I get my refund?
You will receive it just as you did the payment.

When I will receive my refund?
If we approve your request, you will receive a confirmation email in which we inform you that you will receive it in some days. Remember that we will credit the money to you depending on your bank.

What shall I do if I get the wrong refund?
Contact us immediately at ventaonline@trasluz.net and we will solve your problem as soon as possible.

Trasluz.net reserves the right to refuse returns sent after the deadline or any clothes that are not in perfect conditions.