How can I pay?
These methods of payment are available:
– Bank transfer
– Credit card (Visa, Visa Electron and Mastercard)
– Cash on delivery*.
*Personalized garments will not be sent on this payment method. In case we receive an order with these garments on this payment method we will contact with you.
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.
In case of not receiving the payment in 7 days the order will be removed. You should have to do another new one.
What happen in case that you pay for a non stock garment?
In this exceptional case you will receive your money maximum in 15 days.
Can I order Tax free?
No you cannot, Tax Free only applies to products bought in store and which you transport.
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?
How much are the shipping fees? To any TRASLUZ shop, free shipping. Shipping costs for Península, Balearic Islands and Portugal 3.30 EUR (+ VAT). Ceuta, Melilla and Canary Islands are 49.95 EUR (+ VAT). If the purchase overcomes 50 euros in season items or if your total order overcomes 100 euros, delivery costs will be free, excluding Ceuta, Melilla and Canary Islands.
Other countries please email us to firstname.lastname@example.org.
How long will it take my order to arrive?
It depends on what kind of delivery you have chosen:
– For any TRASLUZ shop delivery from 0 to 5 working days.
– For peninsular delivery from 2 to 3 working days.
– For Ceuta, Melilla, Balearic Islands and Canary Islands delivery from 3 to 4 working days.
– Other countries, ask to email@example.com.
Can I remove any item from my shopping bag?
Yes. From the shopping bag, click on trashcan.
How can I make sure that I have completed my order correctly?
You will receive a confirmation email. Otherwise contact us here: firstname.lastname@example.org.
Can I check the status of my delivery?
Yes. Go to “My orders” and check it.
How is the shop delivery process?
Is case that you have chosen delivery to shop you will receive the confirmation mail. We will call you from the shop to comunicate that the garments are available (you will have 5 working days). You must carry the confirmation mail to get the garments.
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: email@example.com.
Can I retrieve my password?
The garments must be in perfect condition, with their corresponding label, ticket and your return deposit slip. You can not exchange swimwear, underwear or personalized garments. In case of defective garments of wrong delivery please contact us to firstname.lastname@example.org or calling to +34 947 473 261.
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 a return?
Exchanges must be made within 30 days from date of purchase.
Do I have to make any payment to return an item?
Yes, the shipping fees to our warehouse. TRASLUZ will not accept any return 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?
After approve the return you will receive the total amount before 15 working days.
What shall I do if I get the wrong refund?
Contact us immediately at email@example.com 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.
Can I exchange my products?
If you want to exhange an ítem, you have to make the return and a new online shopping.
Is it possible to receive by email any Trasluz´s news or sales?
Yes. You can select in ‘My account’ the option “Receive newsletter”. You will receive information about news, offers and TRASLUZ events. You can leave the service with “Receive newsletter” option.
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