Frequent questions

FAQ's
These are the most frequently asked questions that can help you better place your order. If you still have questions you can contact us at club@royalclubgourmet.com. We will be happy to help you!

OUR PURCHASE PROCESS
What steps do I have to follow to place an order?
You have to consult our selection of articles or use the internal search engine to find what you are looking for.

When you find the item you are looking for, click the "Buy" button on the item details page to add it to your shopping cart. When you're on the shopping cart page, you'll be able to see the list of items you've added. You can make all the changes you want, such as: changing the quantity of an item, or removing an item from your cart. If you want to continue shopping, click on the "continue shopping" button.

Once you have added all the items you want to the shopping cart, you must select a shipping method and you will be ready to finalize your order. Then click on the "finalize order" button and on the next page you must fill in the Personal Data Form.

After you have entered your personal data, you will have to choose a payment method. Once you have completed all the information (personal data + payment method), your order confirmation will automatically appear on the screen and we will send you a confirmation email with all the details of your order.

How can I add new items to my shopping cart?
If you want to change the quantity of any product in your shopping cart, change the number in the "quantity" box. You will see that the price of the item will change proportionally.

Once this is done, do not forget to “update the shopping cart”.

The shopping cart reminds you of the items you have chosen. You can search for any other item without losing the contents of your shopping cart. When you have finished with the purchase, click on the "complete order" button.

Why if I add a product that is available to the shopping cart, is it no longer available at the end of the purchase? The availability of products on the web is constantly changing and reflects the situation in real time. Adding an item to your shopping cart does not guarantee that it will be reserved for you, since other customers may have purchased it while you were browsing the web. At the moment the payment process has been completed, the product is reserved for you.

How can I know that the order has been completed correctly?
After completing the purchase process, an order confirmation will appear on your screen with all the details of your purchase, your shipping address and the items you have chosen. Please print your order confirmation as proof.

You will also receive an order confirmation by email which will be proof that we have received your order. (Please make sure that you have entered your email address correctly in order to send you the order confirmation).

Is an email address necessary to place an order?
Yeah. In this way we can send you the confirmation of your order and keep you informed about the shipment or any incidence of your purchase.

How can I know if an item is in stock?
You can check the availability of a product very easily on the detail page of each product. The word In Stock will appear next to the price and right next to it the number of units left.

Will I receive an order confirmation with my information?
Once you have completed your order, an order confirmation page will open with all the details of your purchase. You will also receive an order confirmation email.

What is PayPal and how can I sign up?
PayPal is a secure payment method for online shoppers or businesses to send money. As of today, PayPal has 100 million members in 190 countries and regions. An advantage of using the PayPal service as a payment method is that it offers the fastest and most secure service and contains an insurance policy for its customers.

For more information you must follow their instructions at: www.paypal.com.

ABOUT THE SHIPPING OF YOUR ORDER
When will I pay for my order?
If you have chosen bank transfer or PayPal as payment method, we will proceed to send your order once we have received the payment in said accounts.

If you choose to pay by card, the order cannot be taken into account and will not be processed until the payment has been authorized by your bank or cashier. Online payment by credit card is made through the "Secure Socket Layer" security system, which encrypts your bank details when they are transmitted over the Internet.

If any of the items you have chosen are not available, and we have received payment from you, we will refund the amount of the unavailable item.

Can I change my shipping information after placing the order?
We can only change your shipping information if the order has not already been shipped. Please send us an email or contact us by phone to change your details. (It is preferable that you contact first by phone to ensure that the change can be made in time). You must provide us with your order number, and your new address, and you must notify us of any instructions that we should know for the shipment of your order. Please keep in mind that the processing of your order is done very quickly, so please inform us of any changes as soon as possible to avoid possible cancellations.

How much time will the order last?
IMPORTANT: The indicated delivery times are approximate and from the departure of the package from our warehouse and on working days (Monday to Friday).

Spain 24-48 hours / rest of Europe: 3-5 days

Orders are not served on Saturdays, Sundays or holidays. On some occasions, there may be a delay for reasons beyond our control (accidents, traffic...).

How much are the shipping costs?
Shipping costs will be added to the amount of the items. The shipping costs depend on the country where the package must be sent.

Shipping costs are visible in the shopping cart below the product listing. Every time you add a product to the shopping cart, the shipping costs change automatically. In this way you can check the total price of the items together with the shipping costs before finalizing your purchase.

The calculation of shipping costs depends on the volume and weight of the items.

And if the order does not arrive?
If you do not receive your order within a maximum period of 10 working days or more, after making your payment, contact us (please provide us with your name, email, order number and telephone number) and we will solve the problem as soon as possible. soon as possible.

And if the order does not arrive?
If you are not at home when the package has arrived and the courier cannot leave the package with someone else in your charge or in a safe place, the courier will leave you a notice letter so that you can contact with the courier office and agree another time. The courier will come 2 times to your shipping address to deliver the package. If no one can receive the package at the address provided, please provide us with your work address or that of a friend or relative.

And if the order does not arrive?
We may have returned the package to us because the courier could not deliver the package to your address. In this case, we will contact you to find out if you want to receive it at another address or proceed with the return.

If the package could not be delivered within a period of 2 weeks, it will be returned to our offices.

Why has my order been returned?
If we receive your returned package, it may be for the following reasons:

The address is incorrect.
No one has been able to pick up the package during the 2 week period.
The package has been rejected by the client.
Is it possible to cancel an order when it has already been sent to the customer?
Once the order has been sent, it can no longer be cancelled. If you want to cancel an order before it has been shipped, we will refund your money including shipping costs. But it is very important that you contact us the same day you place the order, in case you want to cancel the order.

Are there extra shipping costs not indicated on the web?
None, the only shipping cost will be notified in your shopping cart.

RETURNS
At Royal Club Gourmet we want returns to be simple and fast. Please, make sure that you meet all the requirements:

VERY IMPORTANT… check your order before accepting it!
If when you receive the order you detect a damp box or suspect that a break may have occurred, do not accept the order and contact us so that we can manage the incident. When you receive your package, make sure that the product has not been damaged during transport. The package received must be in good condition. Otherwise, note this fact on the delivery note of the carrier, reject the shipment and notify it via email to our email gourmet@artaffa.com within the next 24 hours.

If there are no external signs of having suffered any damage during transport, and once the transport delivery note is signed, open it and check the merchandise. In cases of deterioration of the product or lack of conformity due to transport (which are not manifest at the time of delivery), you must notify it by email to our email club@royalclubgourmet.com within 7 calendar days. after receipt of the order.

It is very important that you remember that we only have 7 calendar days to make the insurance effective, so you must notify us of these facts within this period.

What do you have to take into account when making a return?

1. You are within the established period: a maximum of 7 business days from receipt of the order. Send us an email indicating: Order number, your name, email, reason for the return and additional observations that you consider appropriate. We will reply to you as soon as possible.
2. The item must be in its original packaging and perfectly packed to avoid damage during transport. For this it is necessary that the products are protected by an additional external packaging, just as you received it.
3. The item must be in perfect condition and without having been consumed.
4. The article must be sent with all the documentation and accessories that may be included.
5. Once the returned product has been received at our offices, and after checking its status, the price of the product will be refunded according to the payment method you used to pay for the order. In case you do not meet the requirements, we reserve the right to return the money.
6. You will receive the money in your account between 4 and 10 days approximately depending on the method of payment and the bank.
7. Normally the packages arrive at our offices in a period of 2 to 10 working days depending on the country of origin. We try not to delay too much, but your return may be processed within 2-3 business days after receipt.
8. Remember that only if we have made a mistake when sending you the product, the return and replacement costs will be at our expense.

Can I exchange my item for another? Only if we have made a mistake when sending you the product, the return and replacement costs will be at our expense.

How can I contact you? For questions about your order, comments, suggestions or any other information you can contact us by the following means:

Contact form : contact us

Email: info@wourmet.shop

Telephone: +34 644 700775