Shipping Policy
THE JOURNEY
The piece is yours. We take care of the journey.
From preparation to delivery, your order has one point of contact: contact@theinstinct.es.
Delivery timeframe
The estimated timeframe for receiving your order is 7–14 working days from payment confirmation.
This includes preparation, shipping and delivery. Saturdays, Sundays and public holidays are excluded. If a piece or destination has a different timeframe, we will indicate this before you complete your purchase.
Tracking your order
Once your order has been dispatched, you will receive shipping confirmation and, where the service includes it, a tracking link to follow its journey through to delivery.
If an issue affects the expected timeframe, we will inform you and work with the carrier to resolve it. This does not limit your rights if delivery obligations are not met.
Destinations and shipping costs
Available destinations and shipping costs are displayed during checkout, before you confirm payment.
If you have an important date or questions about your destination, contact us before purchasing. We will check the available options.
Delivery address
Check your name, address, postcode and contact details before confirming your order. If you notice an error, let us know as soon as possible; we will check whether we can still correct it.
If an order needs to be sent again because you provided an incorrect address or delivery could not be completed for a reason attributable to you, we will inform you of the actual cost before agreeing to a new shipment. These costs will not apply to errors made by us or the carrier, nor will your statutory rights be limited.
If something does not arrive as it should
If your order does not arrive, you receive the wrong piece or you notice damage, write to contact@theinstinct.es with your order number and a brief explanation. Where there is damage, photographs of the piece and packaging will help us review the issue.
Let us know as soon as you notice it. This recommendation does not limit your guarantee rights or right to make a claim. We will handle the issue and the appropriate remedy at no cost where responsibility lies with us or the carrier we have engaged.
Returns and shipping costs
If you validly withdraw from the entire order, we will also refund the original standard shipping cost. If you chose a more expensive delivery method, the difference above the least expensive standard delivery option offered will not be refunded.
Return costs and conditions are detailed in our Returns and Refunds Policy, always respecting your statutory rights. A defective, damaged or incorrect piece is handled as an order issue.
Customs and imports
Import taxes, duties or handling fees may apply to destinations subject to import formalities. Where these are payable by the recipient and are not included in the purchase price, we will inform you before you confirm the order. The amount depends on the authorities and customs procedures at the destination.
ACT ON INSTINCT.