Return policy

What is the product return period?

The customer purchaser may exercise his right of return and shall in any case have a period of 7 calendar days after receipt of the order to exercise this right.

Which products cannot be returned?

In accordance with Article 102.b) of Royal Legislative Decree 1/2007, November 16, which approves the revised text of the General Law for the Defense of Consumers and Users and other complementary laws, the buyer customer may not exercise the right to return products that have been opened or manipulated and are not in perfect condition with its original packaging.

Returns will also not be accepted for the following products that we do not store and that our supplier manufactures and sends exclusively for the buyer’s order. These products are: Sausages, Cheeses and Panettone. The return of these products will not be accepted unless they have been supplied by mistake, do not correspond to the order, have been damaged during transport or there is a quality defect alert on them.

The rest of the products can be returned as long as they are in their original packaging and not manipulated.

How do I make a return?

The purchasing customer must express its intention to withdraw within the indicated period and must proceed to the return of the product. To do this the customer must send an email to the address including your name, address and telephone number, as well as the number of your order and the products you wish to return.

The customer must properly prepare their products in return for safe transport and wait for an email confirmation of collection.

ALICANTE DELICATESSEN will proceed to collect the returned package/s within 48/72 hours.

Are there any return costs?

Upon receipt of the products on which the withdrawal applies and verified their correct condition, ALICANTE DELICATESSEN shall reimburse the customer the sums paid for such returned products within a maximum period of 15 calendar days. Products that do not retain their original packaging may not be paid.

ALICANTE DELICATESSEN shall not reimburse the shipping and return costs, which shall be borne by the customer, except if the returned products have been supplied in error, do not correspond to the order, have been damaged during transport or if there is a quality defect alert on them.

What to do if a product arrives damaged?

  1. Notify the courier in writing that broken goods have arrived.
  2. Take photos of the damaged products inside and outside the packaging where the damage can be clearly seen.
  3. Send an email to indicating the order number and specifying the damage caused, as well as photos of the damaged products. All within 48 hours from the reception of the order. After this period, we will not be able to process returns due to breakage.
  4. Once we have verified the information, we will contact the affected customer buyer to offer two options: The reimbursement of the price of the damaged products or the shipment, again, of the products without shipping costs.