Shipping policy
Where we ship
We ship across Spain, to every country in the European Union, and to a selection of countries worldwide.
Processing
Orders are packed and handed to the courier within 1 working day. Orders placed after 2 p.m., or at the weekend, go out the next working day.
Spain
| Option | Cost | Delivery |
|---|---|---|
| Free shipping | €0 | 5–7 business days |
| Express shipping | €6.99 — free on orders over €55 | 3–5 business days |
Standard delivery is free on every order, with no minimum. If you're in a hurry, Express gets it there faster — and once your order passes €55, Express is free too.
European Union
| Option | Cost | Delivery |
|---|---|---|
| Free shipping | €0 | 5–8 business days |
| Express shipping | €15.99 | 3–5 business days |
Free standard delivery to all 26 EU destinations we ship to, no minimum order.
Rest of the world
| Option | Cost | Delivery |
|---|---|---|
| Standard shipping | €22.99 — free on orders over €99 | 5–8 business days |
We currently ship to 14 countries outside the EU. If yours isn't at checkout, email us and we'll see what's possible.
Canary Islands, Ceuta and Melilla
These territories sit outside the EU customs and VAT area, so parcels go through customs and take longer than mainland Spain — usually 7 to 12 working days. The carrier may also charge import duties or IGIC on arrival, set by customs and paid by the recipient.
If you're ordering from there, email info@reinaypuffy.com before you buy and we'll confirm the timing and cost for your address.
Customs, duties and taxes outside the EU
Orders to countries outside the EU pass through customs. The destination country may charge import duties, VAT or handling fees on arrival. Those charges are set by that country's customs authority, not by us, and are paid by the recipient.
We can't predict the amount and we can't refund it. If a parcel is refused at customs and comes back to us, we'll refund the goods but not the shipping.
Tracking
Every order ships with tracking. You'll get a link by email as soon as the parcel is scanned by the courier. If nothing arrives within a few hours of the shipping confirmation, check your spam folder before writing to us.
If your address is wrong
Check your address before confirming the order. If a parcel comes back because the address was incomplete or nobody could receive it, we'll resend it once you cover the postage. If you spot a mistake right after ordering, email info@reinaypuffy.com immediately — if it hasn't shipped, we'll fix it for free.
Delays and lost parcels
Couriers occasionally lose or delay things, and it's out of our hands once the parcel leaves. What isn't out of our hands is sorting it out.
If your order hasn't arrived within 12 working days of the shipping confirmation — 15 for destinations outside the EU — email info@reinaypuffy.com. We'll open a claim with the courier, and if the parcel can't be found we'll resend or refund in full, your choice.
If we're late
Spanish and EU law gives you the right to cancel and get a full refund if we don't deliver within the time we promised and don't put it right after you ask. We'd rather it never gets there, so if we know an order will be late, we'll email you before you have to chase us.
Questions
info@reinaypuffy.com — a person answers, usually the same day.