Please carefully read the General Terms and Conditions of Sale of the Solleria.com website. You can also print the full text by clicking on the following link.

These General Terms and Conditions of Sale are those of LA CASA DE SÓLLERIA, a Spanish company, with its head office located at Avenida de Manoteras 8, 28050 Madrid, Spain. SÓLLERIA is registered under Spanish law and operates under the applicable European Union VAT regulations.

For any inquiries, you may contact us by email at hello@solleria.com.

The purchase of any products offered on the www.solleria.com website (hereafter referred to as the “Website”) is subject to these General Terms and Conditions of Sale ("Terms and Conditions of Sale").

SÓLLERIA products are exclusively intended for sale to end consumers for personal use, excluding all resellers or intermediaries acting on behalf of resellers. By purchasing from the Website, you agree and warrant that you are acting as an end consumer and that you will not, directly or indirectly, resell SÓLLERIA products for commercial purposes.

LA CASA DE SÓLLERIA may update these Terms and Conditions of Sale at any time. The applicable version at the time of your purchase governs the sales agreement between you and SÓLLERIA, including the conditions of your order and the current Terms and Conditions of Sale, to the exclusion of any other terms, including those implied by trade, custom, or practice.

For each purchase, you will be required to confirm your acceptance of the applicable Terms and Conditions of Sale at the time of your order. You will have the opportunity to review these terms prior to confirming your acceptance by checking the box labeled:
“I accept the General Terms and Conditions of Sale and consent to the processing of my data in accordance with SÓLLERIA’s Privacy Policy.”

You can view the applicable version of the Privacy Policy at any time by clicking on the hyperlink labeled “Privacy”.

For any questions related to our products and your orders, you may contact our customer service (“Customer Service”) by email at hello@solleria.com.

The Solleria.com website allows you to order a selection of SÓLLERIA products directly online, with worldwide shipping available. We ensure delivery to a broad range of destinations, offering our artistic pieces to customers across the globe (see section "8.1 Delivery and Collection Area" for more details).

Please note that the website does not currently support special orders outside of our existing product range. However, a “Design Your Own Masterpiece” section will soon be available, allowing you to create bespoke SÓLLERIA pieces tailored to your unique vision. Stay tuned for this upcoming feature!

For any specific inquiries regarding bespoke orders, please contact our Customer Service.

4.1 On-Demand Creation

At SÓLLERIA, each piece is crafted on-demand to ensure it is unique, created specifically for each customer. We do not keep stock, and every product is made to order. This process allows us to deliver truly one-of-a-kind pieces that reflect your individuality.

4.2 Delivery Time

Since our products are crafted only after your order is confirmed, the delivery time is approximately 10 to 15 days from the date of purchase. This timeline ensures that your custom SÓLLERIA piece is made with the utmost care and precision.

In the rare event of any delays, you will be promptly informed via email.

We reserve the right to modify the products offered on the website at any time without prior notice. As every piece is made to order, availability is based on production capacity rather than stock.

SÓLLERIA will not be held liable for delays caused by unforeseen circumstances, but we will always work to provide timely updates on the status of your order.

5.1. Order Procedure on the Website

a) Selecting Products

You may add products to your selection at any time by clicking on "Add to cart", and choose either to complete your order or continue shopping.

You can view your selection by clicking on "Cart" in the menu at the top right-hand side. A summary will display the selected product(s), including photographs, color options, reference numbers, quantity, unit price, and the subtotal.

b) Login

Once you have selected the product(s), click "Checkout" to begin placing your order. You will be prompted to log in to your customer account using your email and password. If you do not have an account, you will be required to create one by confirming your email address and setting a password.

Your login and password are for personal use, and you agree to keep them secure and not disclose them to third parties. SÓLLERIA is not responsible for any loss, theft, or fraudulent use of your customer account. If such an event occurs, please notify us immediately at hello@solleria.com.

Once logged in, you will be able to:

• Track your deliveries and view your order history;
• Return or exchange products;
• Manage your delivery and billing addresses;
• Manage your subscription to the SÓLLERIA newsletter.

You can deactivate your account at any time by contacting our customer service at hello@solleria.com.

5.2. Order Confirmation for Website Orders

a) Confirmation of Shipping Method

You will be required to confirm the shipping method and enter your delivery details: shipping country, title, surname, first name, and delivery address, along with any other required information.

b) Confirmation of Payment

You may use your delivery address as the billing address or provide a separate billing address. Select your payment method (see article 6 for "Prices – Accepted Methods of Payment") and enter the necessary payment information.

All payments are processed at the time of purchase. Ensure that your selection is accurate before confirming your order, as all SÓLLERIA products are made-to-order, and variations may occur due to display settings on your device.

After accepting the Terms and Conditions of Sale and Use, and the Privacy Policy, click "Order and Pay" to confirm your order. Your order will then be transmitted for processing.

SÓLLERIA reserves the right to refuse any order from a customer with an unresolved dispute or where fraudulent activity is suspected.

c) Order Summary

You will receive an order summary by email, including the total amount, shipping costs, delivery time, and product details. Keep the order summary in electronic format for your records.

A shipping confirmation email, along with an electronic invoice, will be sent once your product has shipped. If you do not receive it, please check your spam folder.

5.3. Contacting Us to Place an Order

If you prefer to place an order by contacting us, please send an email to hello@solleria.com with the following information:

• Product details (name, reference number, color, material, and finish);
• Your personal details (name, email, and delivery address).

We will confirm the product’s availability, the purchase price, estimated delivery time, and shipping costs via email.

5.4. Invoices

Your invoice will be sent in the shipping confirmation email. You can also access your electronic invoices in the "Your Orders" section of your account.

If you prefer to receive a printed version of your invoice, please request one from our customer service at hello@solleria.com within one month of your order’s shipment.

6.1 Prices

The prices of the products are displayed in your local currency, inclusive of taxes, and may vary based on your geographical location. As each product is made-to-order, VAT is non-refundable except in the case of reimbursement due to i) exercising the right of withdrawal or ii) lack of conformity or hidden defects.

SÓLLERIA reserves the right to amend product prices on the website at any time and without prior notice. Products are invoiced based on the price displayed on the website at the time of your order, subject to availability at that time.

All orders must be paid for in the local currency shown at the time of ordering. Since all products are made on demand, if any ordered products are unavailable, you will be notified, and only the price of the available products and shipping costs will be charged.

6.2 Methods of Payment Accepted

a) Payment by Credit or Debit Card

We accept the following credit and debit cards: Visa®, Mastercard®, Maestro®, and American Express®. Payments are authenticated and secured through the 3D Secure system, which may be known as "Verified by Visa®", "MasterCard® SecureCode", or "American Express SafeKey®". During the payment process, your bank may request personal information to validate the transaction.

Once the 3D Secure code is entered and validated by your bank, your order will be completed, and you will receive a confirmation email.

Your order will only be dispatched after your payment has been verified and approved.

b) Payment by PayPal

We accept PayPal payments for online orders. After confirming your order, you will be redirected to the PayPal platform to complete the transaction. If you don't have a PayPal account, you can create one during checkout. Once the transaction is confirmed, you will be redirected back to Solleria.com for the order confirmation. PayPal is not accepted for bespoke orders.

c) Payment by Apple Pay

We accept payments through Apple Pay for customers using compatible Apple devices. After adding the product to your cart, the Apple Pay option will appear. Confirm your payment by accepting the General Terms and Conditions of Sale and using your Apple account’s Touch ID or password. Ensure that the delivery address linked to your Apple account is accurate, as SÓLLERIA is not responsible for incorrect information.

d) Store Credit and Gift Cards

At this time, SÓLLERIA does not accept store credit or gift cards for purchases on the website.

The products ordered remain the property of SÓLLERIA until full payment for the products has been received by LA CASA DE SÓLLERIA.

However, from the moment the products are delivered to the address specified when placing your order, or from the moment of collection (if applicable), you assume all risks associated with the products, including loss, theft, or damage.

8.1. Delivery Area

Sólleria offers worldwide shipping to the following regions:

• Europe: Czech Republic, Germany, Austria, Slovakia, Poland, United Kingdom, France, Belgium, Netherlands, Luxembourg, Denmark, Spain (excluding the Canary Islands, Ceuta, and Melilla), Portugal (excluding the Azores and Madeira), Italy (excluding Livigno, Campione d'Italia, and the national waters of Lake Lugano), Greece, Ireland, Finland (excluding the Aland Islands), Sweden, and Monaco.
• North America: United States, Canada.
• Asia and Middle East: Israel, Turkey.
• Oceania: Australia, New Zealand.
• Rest of Europe: Includes countries not listed above in mainland Europe.
• Rest of the World: For deliveries to other destinations, please contact Customer Service for specific shipping details.

Excluded Areas: We do not deliver to P.O. boxes, general delivery addresses, forwarding companies, or restricted areas (e.g., Guadeloupe, Martinique, French Guiana, Reunion, Mayotte, New Caledonia, and the French Southern and Antarctic Territories).

For security reasons, a signature and a valid form of identification (such as a passport or driver’s license) may be required upon delivery.

8.2. Shipping Costs

We are pleased to offer free worldwide shipping for all orders. However, customs duties, taxes, and other charges may apply depending on the destination country and will be billed separately. These additional costs are the responsibility of the recipient.

Shipping services are handled by DHL Express Worldwide, with delivery times depending on the destination (see section 8.3 for more details).

8.3. Delivery Times and Details

Delivery times begin once your order has been produced and shipped (production typically takes 10 to 15 business days). Estimated delivery times:

• Czech Republic: 1-2 business days
• Germany, Austria, Slovakia, Poland: 2-3 business days
• United Kingdom, France, Belgium, Netherlands, Luxembourg, Denmark: 3-4 business days
• Spain, Italy, Portugal, Greece: 3-4 business days
• United States, Canada, Turkey, Israel: 5-7 business days
• Rest of Europe: 4-6 business days
• Rest of the World: 5-7 business days

We also offer expedited delivery services through DHL Express with options such as:

• DHL Express 9:00 (guaranteed delivery before 9:00 AM the next business day) – additional fee of 850 CZK.
• DHL Express 10:30 (guaranteed delivery before 10:30 AM the next business day) – additional fee of 260 CZK.
• DHL Express 12:00 (guaranteed delivery before 12:00 PM the next business day) – additional fee of 150 CZK.

Please note: Customs delays may extend delivery times in certain regions. If you experience delays or issues, please contact Customer Service for assistance.

8.4. Taxes and Duties

• Europe (including Norway, Switzerland, and the United Kingdom): All duties, customs, and taxes are included, so no extra charges will be applied upon delivery.
• United States: Orders over $750 may be subject to local import taxes and duties upon arrival. These charges are determined by local customs authorities, and Sólleria is not responsible for them.
• Rest of the World: Local import taxes and duties may apply based on your country’s regulations, and these costs will be billed separately. Please check with your local customs office for more details.

Any failure to deliver, late delivery, or damage to the products upon delivery must be reported to our Customer Service via email at hello@solleria.com as soon as possible. No claims submitted more than thirty (30) calendar days from the date of confirmation of your order will be accepted.

If the delivery exceeds the time specified in Section 8.3, you have the right to cancel the order by contacting Customer Service. Upon cancellation, SÓLLERIA will reimburse the full amount paid within fourteen (14) days of the contract termination. However, if the product is delivered after the cancellation, you are required to return it following the return procedure detailed in Section 10.

You must inspect the product at the time of delivery, and if there are any anomalies (such as an open package or damaged goods), you should handwrite your reservations on the delivery note and sign it. Afterward, please contact Customer Service immediately to report the issue.

If the product does not conform to your order, or if you are unsatisfied, you may request a return, exchange, or refund as outlined in Section 10: Right of Withdrawal – Returns, Exchanges, and Refunds.

10.1 Right of Withdrawal and Withdrawal Period

You have the legal right to withdraw from your order within thirty (30) days from the date of delivery, without providing a reason and without incurring any penalties. After this period, the right of withdrawal can no longer be exercised.

10.2 Procedure for Exercising Your Right of Withdrawal

To exercise your right of withdrawal, you may contact Customer Service at hello@solleria.com within the thirty (30) day period, providing your order details and withdrawal request.

Once we receive your request, you will receive an email confirming your withdrawal and the next steps for returning the product.

10.3 Restrictions on the Right of Withdrawal

The right of withdrawal does not apply to any products that have been customized or made to order, as each SÓLLERIA piece is created specifically for you.

Additionally, for hygiene and safety reasons, the right of withdrawal cannot be exercised for any product that has been used, unsealed, or damaged after delivery, unless the product is defective.

10.4 Consequences of the Right of Withdrawal

If you choose to withdraw from your purchase, you may return the product for an exchange or refund, subject to our Returns, Exchanges, and Refunds policy outlined in Section 11. You will receive a full refund, including any original shipping costs, within fourteen (14) days of receiving the returned product in its original condition.

11.1 Returns to the Solleria.com Website

a) Procedure for Return Free of Charge

Products must be returned from the country where they were originally delivered. If you are returning a product from another country, you will be responsible for any additional costs (such as taxes, customs duties, and shipping fees). SÓLLERIA will not be liable for any loss, damage, or delays related to returns made from outside the original delivery country.

To return a product, please ensure it is in its original condition, along with its original packaging and a copy of the invoice.

If you wish to exchange or return a product, you can do so free of charge using a prepaid return label. Simply log in to your customer account and select "Return or exchange items" under the "Your orders" section. Follow the instructions to:

• Choose the product(s) you wish to return and the reason for the return.
• Select the shipment method: either drop-off at the nearest collection point or package pick-up at home via appointment.
• Download and print your prepaid return label.

If you are unable to use the prepaid return label service, please contact Customer Service at hello@solleria.com for further assistance. We recommend using a tracked shipping service with insurance. SÓLLERIA is not responsible for lost or damaged returns that are not shipped using our prepaid return service.

b) Exchange

If you wish to exchange a product, please indicate the product(s) you want to receive in exchange. If the price of the new product exceeds the returned product’s price, you will be asked to pay the difference via a secure payment method.

If the price of the new product is less, we will refund the difference to the original payment method. Exchanges will be processed within seventy-two (72) working hours upon receipt of the returned product.

c) Refund

If you request a refund, the original purchase amount, including any initial shipping costs, will be refunded within seventy-two (72) working hours of receipt of the returned product. Refunds will be issued via the same payment method used for the original purchase.

Please note that your bank may take up to ten (10) business days to process the refund, depending on its policies.

11.2 Return and Exchange Restrictions

Due to the bespoke, made-to-order nature of SÓLLERIA products, items must be returned in their original condition and packaging. Customized or made-to-order products are not eligible for returns or exchanges unless they are defective or damaged upon delivery.

12.1 Legal Guarantees

Products sold by SÓLLERIA are subject to the terms of legal guarantees established under Spanish consumer law and EU directives. These include:

• Legal Guarantee of Conformity: SÓLLERIA guarantees that products are delivered free from any defects and conform to the sales contract. The product should be fit for its intended use and match the characteristics provided at the time of sale. This legal guarantee is valid for two years from the delivery date. Any defects that appear within six months of delivery are presumed to have existed at the time of delivery, unless proven otherwise.SÓLLERIA will cover any associated costs. If repair or replacement is not possible, you can request a full refund. This legal guarantee applies to all standard (non-customized) products.
• Guarantee Against Latent Defects: If a product has hidden defects that make it unsuitable for its intended use, or significantly diminish its value, you have the right to return the product for a refund or keep it and receive a partial refund. This guarantee is valid for two years from the date you discover the defect, and it is your responsibility to provide evidence of the defect.Customer Service at hello@solleria.com.

12.2 Commercial Warranty

In addition to the legal guarantees, standard (non-customized) products sold by SÓLLERIA come with a one-year commercial warranty. This warranty covers manufacturing defects and provides you with the option of a refund or replacement.

For more details about the terms of the commercial warranty, please refer to the FAQ on our website or contact Customer Service.

Please note: Customized and made-to-order products are not eligible for returns or refunds, except in the case of a manufacturing defect. In such cases, you can request a replacement or a refund during the warranty period.

Under no circumstances shall SÓLLERIA be held liable for any damage or loss that does not result from a failure on the part of SÓLLERIA to comply with one of its contractual obligations.

These Terms and Conditions of Sale are governed and construed in accordance with Spanish law. However, in compliance with Regulation EC 593/2008 of 17 June 2008, these Terms and Conditions shall not preclude the application of more favorable provisions that may exist under the law where the customer has their habitual residence.

In the event of a dispute related to the fulfillment of an order, you may have recourse to a conventional mediation procedure or any other alternative dispute resolution method.

For any complaints regarding a product, the Website, or any other matter, please contact Customer Service at hello@solleria.com.

You may also file your complaint through the EU Online Dispute Resolution (ODR) platform available at www.ec.europa.eu/consumers/odr.

In case of legal action, and in accordance with Regulation No. 44/2001 of 22 December 2000:

• You may file a claim either before the courts in your country of residence or before the Spanish courts.
• SÓLLERIA may file a claim before the courts where you are domiciled.

If you wish to exercise your right of withdrawal in accordance with the conditions provided for in Article 10, please use the form below:

To:
SÓLLERIA - Returns Service
Avenida de Manoteras 8, 28050 Madrid, Spain
Email: hello@solleria.com

I hereby notify you of my withdrawal from the contract for the sale of the following product(s):

• Name(s) and reference(s) of the product(s):
• Ordered on:
• Received on:
• Order number:

Name of the customer who placed the order:
Customer's address:

Signature of the customer (only if submitting a paper version):
Date: