Shipping policy

Shipping time and costs:

Destination	Shipping cost	Delivery time	Shipping method
Spain (Mainland)	Home delivery: €4 - FREE from €39.90 SEUR Pick-up Point: €2 - FREE from €39.90	24/48 working hours	SEUR
Balearic Islands	€4 - FREE from €39.90	48/72 working hours	SEUR
Canary Islands*	€4 - FREE from €39.90	5-10 working days* (excluding customs processing time)	UPS
Mainland Portugal	€4 - FREE from €39.90	48/72 working hours	SEUR
Madeira and the Azores	€70	10 days	ENVIALIA
France	€10 - FREE from €39.90	3-5 working days	Colis Privé

*Delivery times for orders shipped to the Canary Islands may be longer if the shipment is subject to customs inspection.

*For deliveries to smaller islands (Fuerteventura, La Palma, La Gomera, El Hierro and Lanzarote), delivery time increases by 24 hours.

*For remote areas or destinations with a low population, delivery times may be longer than usual.

*During special promotional periods, as well as on key dates, transport companies may deliver parcels to the nearest collection point to the address provided in order to avoid delays.

MTNG EUROPE EXPERIENCE, SLU. shall not assume any costs arising from or generated by incorrect or improperly entered addresses (both billing and shipping addresses).

If there is any error in the information provided by the customer, the order will be returned to origin and the amount paid for the product will be refunded to the customer, deducting any costs incurred by the Company, where applicable. In order to receive the product, the customer must place a new order.

Orders are prepared and dispatched from our facilities in Madrid from Monday to Friday, provided that it is a working day.

Please note that orders placed from Monday to Friday (working days) before 15:00 are prepared and dispatched from our warehouse on the same day. Orders placed after 15:00, during weekends or on public holidays will be processed on the next working day.

For example, if you placed your order on Friday afternoon/evening, it will not be prepared until the next working day.

During sale periods or special promotions, as well as on key dates, delivery times may be longer than usual.

During sale periods or special promotions, as well as on key dates, transport companies may deliver parcels to the nearest collection point to the address provided in order to avoid delays.

We do not guarantee deliveries at specific times. If the purchaser indicates a specific delivery date, it shall be understood to be indicative only.

If we are unable to complete delivery, the courier will make another attempt. If delivery cannot be completed on the second attempt either, the courier will leave a notification and the customer must contact the courier company to arrange delivery.

Additionally, we kindly ask that if, when the courier arrives at your address, you have changed your mind about your purchase, you reject the parcel and do not sign for acceptance of delivery. In this case, we will refund the amount using the same payment method used for the purchase once we receive the parcel back at our warehouse, in accordance with our standard conditions.

How can I check whether my parcel has already been shipped?

You may track your order by accessing your account. As soon as the parcel leaves our warehouse, you will have access to your order tracking number.

In some cases, depending on the destination franchise, the courier company will send you an email or SMS when your parcel is out for delivery. If you receive it and you will not be at home that day, you may contact them to arrange a new delivery date or collection from the nearest courier office to your address.

If your order is being shipped to the Canary Islands, you will need to contact our customer service team through this form. They will provide you with all the information regarding the status of your order.

What happens if I am not at home at the time of delivery?

You have a maximum period of ten (10) days before the parcel is returned to origin. Therefore, if you have not received your parcel after our usual delivery timeframe, please contact the courier company to arrange a new delivery date or collection from your nearest office.

Do you ship to Ceuta or Melilla?

We are very sorry. At the moment, we do not ship to Ceuta or Melilla.

Do you ship to Portugal?

Yes, we ship to Portugal. In this case, shipping costs are shown in the initial shipping cost table according to destination. However, please note that additional shipping charges may apply due to circumstances beyond our control, in which case you will be informed by the relevant transport company.

Do you ship to the Canary Islands?

Yes, we ship to the Canary Islands. In this case, shipping costs are shown in the initial shipping cost table according to destination. However, please note that shipments to the Canary Islands are subject to specific conditions, which we explain below:

Value Added Tax
In accordance with Article 21 of Law 37/1992 of 28 December on Value Added Tax, deliveries of goods dispatched or transported outside the European Community by the seller or by a third party acting on their behalf shall be exempt; therefore, deliveries of goods made to the Canary Islands shall be subject to and exempt from Value Added Tax (VAT).

Canary Islands General Indirect Tax (IGIC).
In the Canary Islands, the importation of goods is subject to the Canary Islands General Indirect Tax (hereinafter, IGIC), for which the taxable person is the recipient of the imported goods (Article 21 of Law 20/1991 of 7 June amending the tax aspects of the Canary Islands Economic and Fiscal Regime).

In this regard, paragraph 11 of Article 14 of Law 20/1991 of 7 June amending the tax aspects of the Canary Islands Economic and Fiscal Regime provides that:

Imports whose total value does not exceed €150 shall be exempt from IGIC, provided that the following conditions are met:

The goods have a single recipient.
The goods are included in the same summary declaration.
The goods are covered by the same transport contract.

For imports whose total value does not exceed €150, it shall not be necessary to submit the corresponding DUA declaration to customs. However, the exemption from submitting the DUA shall not apply to goods imported by sea, as established by the Resolution of the Director of the Canary Islands Tax Agency of 2 July 2017 clarifying the conditions for the clearance of low-value shipments exempt from Canary Islands General Indirect Tax:

Imports whose total value exceeds €150 shall not be exempt from IGIC and the corresponding DUA declaration must be submitted to customs.

In this case, the importer is the final consumer, although the customs agent or transport company may handle customs clearance procedures for the importation, allowing the customer to receive the goods without carrying out any additional procedures.