Below we detail some of the most frequently asked questions. If you can't find what you're looking for, you can write to us at ibericos@montesano.es and we will try to respond to you as soon as possible.
MY PURCHASE
Payment Methods
How can I pay for my purchases?
You can currently pay by bank transfer , bank card ( Mastercard or Visa ), PayPal or using the mobile payment app Bizum
If you choose to pay by bank transfer, you must indicate the order reference in the transaction subject. We will start processing the order only when receipt of funds is confirmed.
Do I need to register to purchase online?
Not necessarily, when finalizing your purchase, you can end up in “ guest ” mode; you will be asked for the essential data to be able to manage the payment and shipping.
If you prefer, in order to have a better post-sale management of your orders, you can register before starting the purchase process or once you are going to make the payment. This process will simplify the process later on. track your order , request invoices or view your favorite products .
How do I know that I have placed my order correctly?
Once you have made the payment for your purchase, a confirmation message will appear on the screen, along with your order number in a format like this: #ABCEDEFG. You should then receive an email with your confirmation containing the order number. Likewise, once the order has been collected by the transport company, you will receive an email with the tracking number, so that you always know where your order is.
What is the status of my order?
Being registered as a customer in our online store allows you to access the “ My account ” section and know at all times the status of your order. Access the “ My orders ” section and one of the following statuses will be displayed:
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Payment accepted :
We have received your order correctly and it will be processed as soon as possible. -
In Preparation :
We are preparing your order and it will be shipped shortly. -
Sent :
Your order has been sent. -
Delivered :
When the logistics operator has delivered your order. -
Incidence :
There is a problem with your order that requires action by one of the parties. -
Cancelled :
Your order has been cancelled. You can contact us at the email, ibericos@montesano.es -
In transit/return :
Your order has been collected from your home by the logistics operator and is on its way to the warehouse to be reviewed and to proceed with the exchange or refund. -
Refunded :
The order amount has been refunded using the same payment method used initially.
MODIFICATION OR CANCELLATION OF AN ORDER
Can I modify my order?
You cannot modify an order that has already been confirmed, you will have to cancel the order and reprocess a new order. If you prefer, you can contact the customer service , to help you with the process, in the email ibericos@montesano.es
Can I cancel my order?
Whenever your order is not in the “Sent” status, you can cancel it by accessing the “ MY ACCOUNT ” section, and once there, select “ MY ORDERS ”, locate the order number you want to cancel, and proceed with the cancellation.
SHIPPING AND COLLECTION
What are the shipping costs?
Shipping costs are automatically calculated before order confirmation, based on the products chosen and the delivery address. There are also certain promotions that allow free shipping costs. For more information visit this page
Where can I receive my order?
You can receive your order at the address you provide during your purchase process. If your country does not appear in the list when you save your delivery address, please check here if it is within the delivery areas we work with.
How long does it take for my order to arrive?
Orders are usually prepared on the same day of receipt or during the following business day and are handed over to the courier the following day. The transit time will depend on the delivery address and the chosen transport option.
Note :
There are times when transport operations may be affected by adverse weather conditions, in which case your order may be delayed for one day.
What should I do in case of a delay or error in the shipment received?
It will always be available on our website or on our website. partner logistics tracking of your order, so you can know where your order is at any time.
The carrier will attempt to deliver your order on business days, but if they are unable to locate you, you will have to pick it up at the carrier's office where they will tell you where your package is.
In case of error in shipping or delivery, please contact us by email: ibericos@montesano.es as soon as possible, so that we can provide a solution in a quick and effective manner.
SHIPPING AREAS
Where can you send the products?
See this page to find out which countries and regions we ship to. If you would like to inquire about another destination, you can contact us at ibericos@montesano.es , and we will inform you of any additional costs.
Order Tracking
When you place your order, you will receive a confirmation email along with a tracking number. In that same email you will receive a link to the website of our logistics operator, with which you can check the status of your order at any time.
You can also check the status of your order in the “My orders” section of your user account.
Couriers do not contact you by phone to notify you before making the delivery, but they can send you a text message to your mobile phone.
RETURNS
Can I return my order?
Yes! If you are not 100% satisfied with your purchase, you have 14 calendar days to return the product you wish to return. For hygiene and food safety reasons, returns of used products or products whose packaging has been opened are not accepted.
Is there any cost for the return?
To return products you can use our carrier or one of your choice. If you prefer to send it by another means, it is important that it is by certified means so that we can track it, and remember that it will always be at your expense. We do not accept returns with postage due. If you prefer to use our carrier, please contact us.
Please note that the product must not have been used and must be in its original packaging in perfect condition, with the labels that the product had at the time of shipment.
Where and how can I return it?
You can manage the return in 3 ways:
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Pick up at the address you indicate.
The simplest thing is to write to us at ibericos@montesano.es and we will tell you the steps to follow. This type of collection implies the cost of return transport, with an amount that varies depending on the distance. In order to speed up the refund of the amount paid for the product, the cost of this return service will be deducted from the amount outstanding to be paid . -
Return at own expense.
If you prefer, you can proceed on your own to Shipping of the product to the address or addresses indicated by our customer service team at ibericos@montesano.es , along with its original packaging and the code that they send you, with the shipping method that you prefer, Shipping costs will always be borne by the customer. Returns of items with postage due will not be accepted .
Returns made with home collections, whether by Correos or by another logistics operator, do not mean an implicit acceptance by IbericosMontesano.es of the merchandise , until the personnel responsible for the returns check the condition of the product in question, since it must be returned in the same conditions in which it was delivered. In the event that the return is accepted, the purchase amount will be paid within 10 business days following receipt and in the same payment method that was used. In the event that the return cannot be accepted, we will contact you to let you know where you should pick up the product.
Returns due to defect or error:
As a rule and company policy, we check all merchandise before it is sent, thus offering an optimal and guaranteed service to our customers. However, we are not exempt from the possibility of defects resulting from transport, or hidden, for this reason, in the event that there is any defective product* You must contact us via email, ibericos@montesano.es , within 72 hours of receiving the order , so that our department can customer service , can tell you how to proceed, giving you the best solution as soon as possible.
If the The product you received does not match the confirmed one In your original order, you must also contact us via email, ibericos@montesano.es , within 72 hours of receiving the order.
Ibéricos Montesano will cover all costs involved in collecting the product and the subsequent delivery of the new one.
The product will be replaced as soon as possible and, in any case, within 14 days from the date on which Ibéricos Montesano has sent an email to the customer confirming the return or replacement of the product.
In the event that the product cannot be replaced by an identical one, the amount paid will be refunded in full, including courier costs. Refunds will be made using the same payment method that the customer used to make the purchase.
* If the item is defective, you must send photos of the defect and always within 72 hours of receiving the order.
How and when do I receive the refund?
Once we have received the package in our warehouses and verified that it meets all the conditions, we will refund the corresponding amount within a maximum period of 10 business days, using the same payment method that you used.
INVOICES
Can I request an invoice?
Yes, it is important that when you pay for your order, you indicate whether the billing address is different from the shipping address, so that when the invoice is generated later, the data is correct.
If you are not logged into your customer account, you must access it with your username and password at Ibéricos Montesano, go to “My account”, then “My orders”, there you will be able to see all the orders placed on our website, and next to each of them, an icon that says invoice, click there and a PDF document with it will automatically download.
Any change or return you make to the original order for which you have requested an invoice, implicitly entails the modification of said invoice with the generation of a corrective invoice, which will be generated automatically and will also be available in your account.
If you made your purchase as a guest, in the confirmation email you received, there will be an order tracking link, clicking on it will take you to a page where you can also request your invoice. In any case, you can always contact us at ibericos@montesano.es .
DISCOUNT CODE
How do I apply a discount code?
If you have a discount code, you can redeem it during the payment process of your purchase, where you will find a box where you must enter the code provided for this purpose.