Shipping, payment and returns
The answers people look for before buying, without having to write to us.
- 48–72 h
- Delivery time on the mainland once the order leaves
- Mon–Thu
- Days the courier collects from the bakery
- 14 days
- Window to report a problem with an order
- Mon–Fri 9–15
- Customer service by e-mail
When is my order prepared?
Orders that arrive after the daily cut-off are prepared the following day. No orders are prepared on Saturdays, Sundays or public holidays, so a weekend order is prepared on the next working day.
When does the order arrive?
For domestic shipments (excluding Ceuta, Melilla and the Canary Islands) the courier collects orders daily and delivers within 48 to 72 hours. Collections take place Monday to Thursday, excluding public holidays. Some products are made to order, which can add a day or two. For international shipments the time depends on the country.
Why do Thursday and Friday orders only arrive on Monday or Tuesday?
Thursday orders are prepared like any other, but with a weekend in between the courier does not deliver them until early the following week. Orders prepared on Friday do not leave the warehouse until Monday, so the product does not sit in the courier's depot over the weekend.
What if nobody is home when the courier arrives?
The courier leaves a note with the phone number of the local depot. Normally they try again the next day, unless you prefer to collect the order from the depot yourself. They may also call you to agree another day.
How do I pay?
By card. We send the debit request to the bank within 24 hours, and the amount is not charged until the bank authorises it. If the bank declines, the order is cancelled automatically and we let you know by e-mail. All catalogue prices include the applicable VAT and are in euros.
Can I return an order?
As these are food products, returns are only accepted if the product is not fit to eat, and only if reported within 14 calendar days of receipt. Write to us with a photo of the problem and your order number; customer service will contact you within 72 working hours to arrange the return. Packets that have been opened or show signs of use cannot be returned.
Who do I write to if something goes wrong?
Customer service, Monday to Friday from 9 to 15, by writing to info@forndesaplaca.com. Closed on Saturdays, Sundays and public holidays.
Are the biscuits vegan? And lactose free?
All ARTÀsanes olive oil biscuits are vegan and contain no lactose: the base is flour, olive oil, salt and yeast. They do contain gluten. The gató does contain egg and almond, so it is not vegan. The full composition and allergen table are on each product page.