Let's wish we can solve your doubts.
Otherwise, you can contact us on firstname.lastname@example.org.
Orders & payments
What are the prices of the products, and what do these prices include? - Prices of products are displayed on our website excluding VAT, although, when accessing each item, a calculation of price with current VAT (21%) is shown. This VAT will be always applied/added when checking-out the products (except for delivery cuntries outside the EU), and will be separately shown on your order. Shipping costs are not included withing the products' prices , and might vary depending on (i) the number of products purchased, and (ii) the destination country of the goods. You can obtain more information on shipping rates on the "Legal terms" .
How will I know that an order has been confirmed? - Once your have paid for your products you will receive and email confirming your order.
Are all transactions secure? - Absolutely. All transactions are secure and encrypted, and we do not store any of your payment information. To protect credit/debit card payment security, we use secure payment systems, which will automatically check the validity of the credit card, and contact the issuing bank (which will be responsible for authorizing the payment). For further information on our security systems, you can check our "Legal terms".
What payment methods do you accept? - We accept all major credit cards: Visa, MasterCard, American Express and Discover. If you would like to use a different payment method, you can send as an email with your request to email@example.com. We will try to do our best to fulfill your requirements.
Do you offer gift's wraps? - Yes, we offer very delicate gift wraps, and we will be very happy to (i) carefully package your item, and (ii) include a gift receipt and a personal note from you. If case you wish your order to include a gift wrap or a custom-made note, you will need to indicate it when placing your command: Comment this request on the text box of the order form, and provide us with the text you will like us to send to the recipient of the product.
Can I ask for an invoice? - If your purchase is carried out from Spain, you can request an invoice by sending us us an email indicating your VAT number, (company ID), to firstname.lastname@example.org. The VAT taxpayers (companies, institutions, organizations…) residing in the European Union and in possession of an EC tax code number, will be exempt from paying VAT. If this is your case, you can send us an email to email@example.com with the documentation accrediting you comply with these conditions. Upon the reception of the necessary data, we will proceed to its verification, and, if all is correct, we shall proceed with your VAT return.
Shipping & delivery
Do you ship internationally? - We currently ship to the following countries: Argentina, Austria, Belgium, Bolivia, Brazil, Bulgaria, Canada, Chile, Colombia, Costa Rica, Czech Republic, Denmark, Dominican Republic, Ecuador, El Salvador, Estonia, Finland, France, Germany, Greece, Guatemala, Honduras, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, México, Netherlands, Nicaragua, Norway, Panamá, Paraguay, Peru, Poland, Portugal, Puerto Rico, Romania, Slovakia, Slovenia, Spain (Peninsula & Balearic islands), Sweden, Switzerland, United Kingdom, United states, Uruguay and Venezuela.
If the country you will like to send an order to is not included on this list, please contact us on firstname.lastname@example.org, and we do our best to ship to your place.
How will I know when my order has shipped? - As soon as your order is shipped, you will receive a shipment confirmation email containing a tracking link.
What delivery services do you use? - We deliver our products through a courier service, which will ship your products to your delivery address (excluding post-office boxes and public places such as hotels or governmental institutions).
How soon will I get my order? - In general terms, your order will be delivered within a period of 2 to 15 working days, (counting from the day you received the order confirmation e-mail ), although this time will vary depending on the destination country:
- Orders normally ship within 1-2 business days of the order date,
- Transit time for Spain averages 1-2 days (all orders are shipped via MRW priority mail), and
- International transit normally takes between 3 to 7 days, depending on the destination country.
(For further information on transfer's days by countries, you can refer to the shipping rates and transit time details, in the lines below).
What should I do if my order does not arrive? - If the estimated transit time for your destiny country is overdue for more than 5 working days and you have yet to receive your goods, we kindly ask you to contact us via our email email@example.com. For further information on transit dates and rates, refer to the lines below and to our "Legal terms".
Can I have my order being shipped to a different address than the billing address? - Absolutely. In case you want your order to be delivered to different address than your billing, you will have to remove the "ship to billing address" tic-mark, and fill in the form with the desired delivery address.
I am located outside the European Union. Will I be charged with custom fees? - Unfortunately, we are not able to know if international orders will be charged custom fees. We are not personally involved with international customs, and we do not collect any fees in this regards; Therefore, we will not be responsible for any custom fees that might be charged when shipping outside the European Union. We recommend you to check your local custom's policies for fees and related information on this matter.
Can I return an item once I have received it? - We wish you love your purchase, but we understand that some things just don't work out as planned. We want you to be happy with every MunW order, and therefore, if for any reason you are not completely satisfied with a purchase, you may return it to us for exchange or a full refund (excluding shipping charges). For returning conditions and procedures, please refer to the following FAQs.
How will I have to proceed to make a return? - To make a return, you should send us an email to firstname.lastname@example.org, requesting a return authorization. In this mail, you should specify the reasons for your return, including the order number, personal data, and item(s) you wish to return. We will examine your request and come back to you explaining how to proceed in each particular case. Nevertheless, for further information on the returning policies and procedures, you can keep reading the FAQs.
What is the maximum timing for a refund? - Returns must be delivered to us within 20 days of the date you received the item(s). [Ex: If you received your order on the 1st of the month, this item would need to be delivered back on our end by the 20th of that month]. Returns delivered after 20 days and up to 30 days will be issued in the form of store credit. We cannot accept returns made more than 45 days after the original order date.
In which conditions will be returned items accepted? - Returned goods must be delivered to MunW unused, in its original packaging, and in the condition they were received (including all tags and accessorizes); Otherwise, they might not be eligible for refund or will be subject to a restocking fee. As we cannot be held responsible for items damaged or lost in the return shipment, we recommend using an insured and traceable mail service when returning goods. We will not be able to issue a refund without having an actual receipt of the item(s), or proof of the received return delivery. Note that, additionally, if MunW products returned correspond to the same order, they must be sent in a single delivery. MunW reserves the right to refuse the return and refund of products that belong to a single order but have been returned in several shipments.
How long will it take for a return / refund to take place? - Once MunW has received the returned goods and has verify that they meet all stated requirements, an email will be sent to you, informing the return or refund has been accepted. In this case allow approximately 1 to 2 weeks (counting from the time the acceptance refund mail was sent) for your refund to be reimbursed to you. Otherwise, if the product(s) returned do(es) not comply(es) with the required specifications stated in the previous FAQs, you will not have the right to reimbursement, and the MunW goods will be returned to you, postage due.
What happens if my item(s) is/are damaged or if it has been an error on my order? - We inspect each item before we ship out an order, and -due to the characteristics of our products (non-fragile items)-, we do not expect any major damages on the shipping process. Nevertheless, if for any reason you think your item is (i) damaged, (ii) defective or faulty, or (iii) if it has been an error on the order your placed, you should let us know within 48 hours of delivery, by sending an email to email@example.com. In this mail, you should indicate your order number, your personal details an a description of the error, damage or defect. Note that claims for damaged items will not be accepted after this period. We will carefully examine your case, and inform you by email whether your item will be returned or replaced. The products returned due to flaws, defects or damages (as far as those were not actually caused by the misuse of the products by the client), will be fully reimbursed, including the delivery and returning shipping charges of these items.
If I am eligible for a full refund, how will this take place? - In case of a full refund, we will use the same payment method used to purchase the items' being refunded. Regardless of the payment system used, the reimbursement will take place as soon as possible, and always within 15 days of the email confirming the refund was accepted. Note that, in the case the recipient of the products being returned is different from the person who made the payment, the reimbursement will be made to the last one. In those exceptional cases where payment has been made via bank transfer, you must indicate us, for the refund to be carried out, the bank account details into which the refund should be made (including Bic/Swift and Iban).
Who will pay the returning shipping costs? - Returning shipping costs will be the responsibility of the buyer (except for defective products) and, unfortunately, original shipping costs cannot be refunded. We will not accept any returns made freight collect. However, if you are exchanging an item, we will cover the shipping costs for the replacement (for orders within Spain only). Additionally, note that MunW will not be liable for (i) items lost or damaged in the return shipping process, (ii) delays in the returning shipment, or (iii) delivers to the wrong address of a returned product. Therefore, we recommend you using an insured and traceable mail service when returning goods.
What happens if my packaging if broken, or has been damaged? - In the event of problems with the packaging, you must notify the courier service as soon as you receive the order.
What happens if I received a gift item and I will like to return it? - If you have received a gift item and you want to exchange or return it, you will have to follow the regular procedure above mentioned, relating to our "Return policy". The amount of the return will be reimbursed to the person who made the purchase, by the same payment method originally used.
Can I use your product images on my blog? - We will very much love and appreciate that you choose to feature our products in your blog. However, MunW must be referenced as the source and owner of the content and information. If you're going to use our images, you must link back to our website, and let us know by sending us an email to: firstname.lastname@example.org.
I have a store and would like to sell your products. How should I do? - If you want to become a distributor, you can contact us through the "Distributor's contact" page, or you can also send us an email to email@example.com.
Do you have a brick and mortar shop? - No, we do not have a brick & mortar shop. Munw is an online-shop (at least for the time being!). However, we do have an office located in Madrid, Spain, so, in case you are in the area, feel free to contact us to make an appointment to see the items in person. We will love to show you our products and to get to know you!