Is it safe to order online?
All purchases you make in our online store are 100% safe.
Baetis.eu devotes its utmost attention to the security of Internet payment. Your bank details are protected and encrypted by the most advanced technology. Therefore, it is much safer to send your data to the Secure Server of the banks than to pay at a gas station, restaurant, etc. Your bank details will be sent to our server in an encrypted way through the CES (Secure Electronic Commerce) protocol and will be transmitted in a completely secure environment to our bank. We do not record this data at any time.
If you have any questions about the security of online payment, please contact our Customer Service using the Customer Service Form. Our customer service will be happy to help you.
How can I see what I have in my shopping cart?
To see the contents of your shopping cart, you can place your mouse on the cart (located in the upper right part of your screen) and a window will be displayed showing you the added products. Click on the "Confirm" button to see and modify your products in more detail.
Why the product on offer that I added yesterday in my shopping cart, is no longer discounted?
Having the product in your shopping cart does not guarantee that you can buy it at a discounted price. If you add a product in your shopping cart when it is on sale, the price will also change when the offer expires. We recommend that if you see an item you are interested in, make the purchase as soon as possible!
Can you deliver my order to an address other than billing?
YES! But we can only change your shipping information if the order has not already been shipped. Please send us an email or call our Customer Service to change your data. (It is preferable that you contact by phone to ensure that the change has been made on time). You must provide us with your order number, and your new address, and you must notify any instructions that we should know for the shipment of your order. Please note that the management of your order is done very quickly, therefore, inform us of any changes as soon as possible to avoid possible cancellations.
If you have any questions about sending your order, please contact our Customer Service using the following Customer Service Form. Our Customer Service will be happy to help you.
Do I need an email address to place an order online?
When you make a purchase with us for the first time an email is necessary. This way we can send you the confirmation of your order and keep you informed about the shipment or any incident of your purchase.
We will also send you by mail the news of our products or offers, as well as the confirmation of payments or returns made by you.
When will I pay for my order?
If you opt for card payment, 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 CES (Secure Electronic Commerce) 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 item not available.
Can I change my shipping information after ordering?
Once we have sent your order to the shipping address you provided, we cannot change the shipping information.
If you are not at home when your package has arrived, the courier will leave you a warning letter so that you can get in touch to agree another time or so you can go pick it up at the courier office.
Can I know the status of my order online?
Yes! At any time you can check the status of your order in the Order tracking section.
In addition, once the items have been prepared and we have sent your order, we will send you an email to notify you that your package has been sent. In the email we will include a link where you can track the package and see the shipping status of your order.
Will I quickly receive my order?
Many of our shipments are received within 1 to 3 business days after payment is received. When you place the order, when choosing your shipping method, we indicate the delivery time for each shipping option.
What countries do you send items to?
To all the world! If your country does not appear in the list of countries in the upper-right part of your screen, please contact us and we will confirm if your order can be sent to your shipping address.
How long will it take for my order to arrive?
Your order will be delivered between 2 and 7 working days, depending on the shipping country and shipping method. On some occasions, there may be some delay for reasons beyond our control (accidents, traffic ...). Once the items are ready to be sent, we will send you an email to inform you that your order has been sent and we will include a link to the courier service so you can track the shipping status of your package.
How can I know the shipping costs?
Shipping costs will be added to the amount of the items. Shipping costs depend on the destination / country where the package must be sent.
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 along with the shipping costs before finalizing your purchase.
The calculation of shipping costs depends on the volume and weight of the items. In many cases, shipping costs are not very modified by adding more than one item to the shopping cart.
What happens if I am not at home when my package has arrived?
If you are not at home at the time the package has arrived and the courier cannot leave the package to someone else in your charge or in a safe place, the courier will leave you a warning letter for you to contact with the courier office and agree on another schedule. The courier will come twice to your shipping address to deliver the package. If no one can receive the package at the address provided, please indicate your work address or that of a friend or relative.
What happens when my order has been returned because it could not be delivered?
We may have the package returned to us because the courier could not deliver the package to your address. In this case, we will contact you to know if you want to receive it at another address or proceed to the return.
If the package could not be delivered within 2 weeks, it will be returned to our offices.
Why my package has 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 customer.
Is it possible to have a different shipping address than the billing address? (for example, when someone wants to send a gift to someone from another population)
Yes, it is possible to send a package to an address other than the billing address. However, for shipments outside the European Union and due to customs problems, the order must be made with the same name and the same address of the recipient and with the currency of the country of destination.
All the data required during the purchase process must be filled in with the recipient's data.
Is it possible to cancel an order when it has already been sent to the customer?
Once your order has been shipped, there is no possibility to cancel it. Once shipped, orders cannot be canceled. If you want to cancel an order before it has been sent, 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 the case you want to cancel the order.
Will my order ship if there are any items out of stock?
Case 1: When placing your order:
When you place your order, in the product file, we indicate if the item is already available for immediate shipment or if it has an approximate availability date. Once all the products available in our warehouse, we will send you the complete order.
Case 2: When preparing your package:
If instead your order has all the items available and when preparing the package we find a stock error, we will send you the items we have and we will refund the money of the missing item.
Case 3: When preparing your package:
If we do not have any of the items requested for a long period of time, we will send you an email with the availability of products of similar characteristics to those requested, having to give us your authorization to make the change. If you do not wish to exchange items we will proceed to refund the amount paid.
If you are not satisfied with any of the products you have purchased, you have a period of 15 business days to make the return.
Before making the return you must contact us through this Form. With your order number, reference of the item you want to return, email, telephone, personal data and the reason for the return. Next, we will send you an email with the instructions that you must follow to proceed with the return.
The return shipping costs will always be borne by the buyer, except that the merchandise is defective or that we have made a mistake.
The products must be returned in their original box / packaging to avoid transport damage and without having been used. Once we receive the product and verify that it is correct, we will proceed to return the price of this, but not the cost of the initial shipment.
If you have any questions call us at 902 800 325 or send us an email to the following email address firstname.lastname@example.org and our Customer Service will help you.
IMPORTANT: Please do not put jealousy or stickers directly on the box and / or packaging and wrap the item first.
Are changes and returns free?
Any exchange or return, provided it is within the time and legal conditions and established, is possible.
For returns, the customer will be responsible for the costs of returning the material to our warehouses, and once checked that the product is correct, the amount of the product will be refunded (in no case will the shipping costs be returned)
On the other hand, for the changes, the customer will be responsible for the expenses of returning the material to our warehouses, and once checked that the product is correct, the new product will be sent (in this case the transport costs will be borne by Baetis).
How can I change my item for another?
The first thing you should do is contact us through our Form. With your order number, reference of the item you want to return, email, telephone, personal data and the reason for the return. Remember that you only have 15 business days from when you receive the order to make the change.
The product must be returned in its original box / packaging with its labels. The product may not have been used. It must be in perfect condition and with all the documentation included.
The buyer will have to pay the return costs. Once we receive the merchandise in our warehouse and verify that all the above conditions are met, the change of the product will be accepted and the new one will be sent, this time without transport cost for the customer.
In case the change involves a lower cost for the customer, the refund of the amount will be made according to the payment method made:
- If you made the payment by credit card, you will be paid the amount on the same credit card.
- If you made the payment by transfer, we will request an account number to pay the amount.
On the contrary, if the change is an increase, the buyer must pay the difference through any of the payment options available on our website.
How can I know that my return has been received?
Normally packages arrive at our offices in a period of 2 to 10 working days depending on the country of origin. The packages are opened in order of arrival. We try not to have much delay, but your return may be handled within 2-3 working days after receipt.
By completing your personal information, you provide us with an email address, thanks to which we can send you an email to confirm that we are managing your package / return.
When will I receive my refund?
Once received, checked the status of the product and managed the return, the amount will be refunded according to the payment method you used in the purchase. You will receive the money in your account between approximately 4 and 10 days, depending on the payment method and the bank.
What should I do if I received a wrong item?
If we have sent you a product wrongly, we will pay the collection costs for the return.
It is very important that you remember that you only have 15 business days to contact us. The first thing you should do is fill out our Return Form with your order number, reference of the item you want to return, email, telephone, personal data and the reason for the return. Next, we will send you an email with the instructions that you must follow to send the return. If you have any questions call us at 902 800 325 and our Customer Service will help you.
What should I do if I received a defective item?
By law, all products offered are guaranteed for 2 years, provided they have a manufacturing defect.
If you detect that the item has a manufacturing and / or functional defect, it will be sent to the manufacturer. The waiting time will vary depending on the management time of the technical service of each brand. The decision to change or repair the product will depend exclusively on the supplier. We have nothing to do.
You can return a defective product by contacting us through the Return Form You only have to fill it with your order number, email and the reason for the return, and then we will send you an email with the instructions that you must follow for the return shipment. If you have any questions call us at 902 800 325 and our Customer Service will help you.
* Remember that the customer must send us the product by their means and will take care of the transport. We, on the other hand, will be responsible for sending it to the manufacturer, the costs of the product analysis process, and the subsequent return of this, (if the warranty does not cover it), or a new or fixed one if This is what the supplier considers.
If you have any questions, you can contact us by calling 902 800 325
What should I do if I received an item in poor condition?
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, record this fact on the delivery note of the carrier, reject the shipment and notify it through the Return Form within the next 24 hours.
If you have no external symptoms of having suffered any damage during transport, sign the delivery note, 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 through the Return Form 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 communicate these facts within this period. Once you have filled out the Return Form, you only have to fill it with your order number, email and the reason for the return, and then you will receive an email with the instructions you have to follow to send the return.
If you have any questions call us at 902 800 325 and our Customer Service will help you.
How should I prepare the return package?
In order to return an order, make sure that you meet all the required requirements:
* You are within the deadline.
* You have filled out the return form and we have indicated that you proceed to the return.
* The item must be in its original packaging and perfectly packed to avoid transport damage. For this it is necessary that the products are protected by an additional external packaging, as you received it at your home.
IMPORTANT: Please do not put jealousy or stickers directly on the box and / or packaging and wrap the item first.
* The item must be in perfect condition and without having been used.
* The article must be sent with all the documentation and accessories included: Labels, covers, instruction book, CD, etc.
What are the payment options?
- Payment by credit / debit card:
If you opt for card payment, 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. For security reasons, Baetis verifies all orders paid by bank card. We accept American Express, Maestro and any Visa and Mastercard cards registered in the secure payment system Verified by Visa. This payment method has no additional cost.
- Payment by bank transfer:
You must make the transfer to the account that will be indicated in a timely manner.
Important: As a concept of the bank transfer you must indicate the reference that we will indicate at the end of the order. If you have not indicated this reference, the order will be canceled and the money will be returned after 7 days.
This payment method has no additional cost.
Is it safe to use my credit card on your website?
All purchases you make on our website are 100% safe. Baetis devotes its utmost attention to the security of Internet payment. Your bank details are protected and encrypted by the most advanced technology, so it is much safer to send your data to the Secure Server of the banks than to pay at a gas station, restaurant, etc.
If you have any questions about the security of online payment, please contact our Customer Service using the Customer Service Form Our Customer Service team will be happy to help you.
When I place an order, an error message appears indicating that an error has occurred in the payment. What is the problem?
Please check that your credit card number and expiration date are correct. Also, keep in mind that we accept Visa, MasterCard, American Express and Maestro cards for credit card payments.
Sometimes, your bank can hold the money on your card for a safe time, to make sure you really want to make the purchase. This is especially common if you don't shop online very often; if you have tried to make several purchases in a short period of time; or if your card is very new.
We recommend that you call your bank to notify them that you have tried to buy from an online store. This way they can confirm your identity and enable you to use it. In any case, if the error messages come from your bank and not from our store, we recommend that you call your bank first to get more information about it.
Do the items already include VAT?
For customers of the European Union:
In accordance with the laws of the members of the European Union, Baetis is obliged to charge VAT charges on all orders that will be shipped in the European Union. The price for each item includes VAT from Spain (21%). But if the shipments are for VAT-exempt areas, we can cancel the cost of VAT, you just have to send us a message through our Contact Form, and indicate that your shipping area is exempt from VAT. Then we will eliminate the cost of VAT and refund the corresponding amount.
For customers outside the European Union area:
The prices do not include IVA.
Are there extra shipping costs not indicated on the web?
Yes! Due to the volume and / or overweight of the product the shipping cost will be increased.
For customers of the European Union:
Yes! Due to the volume and / or overweight of the product the shipping cost will be increased. Areas that have some additional expenses, such as: Canary Islands, etc. (Additional expenses must be paid to local authorities).
For customers outside the European Union:
The prices indicated for shipping costs do not include possible additional expenses for customs and taxes, which, in any case, will be paid at destination by the recipient of the merchandise.
How can I know that the payment has been accepted?
Once we have received your payment we will immediately send your order. We will also send you a confirmation email when the shipping process has begun. If any problem arises with the payment we will contact you by email.
If you have selected the bank transfer as payment method, please make the transfer within the next 2-4 business days following the instructions we provide.
Your order will be canceled if we do not receive your payment in a maximum of 15 days.
Can I submit my payment even if the time to pay for my order has expired?
Please contact our Customer Service by mail and provide us with your order number. If we have your items available we can reactivate your order and proceed to the shipment once we have received your payment.
How I can cancel my order?
If you have placed an order and wish to change any item, data or if you wish to cancel it, please contact us by phone immediately and provide us with your order number and your personal data as a customer. Our Customer Service will assist you from Monday to Friday from 9:30 a.m. to 8:00 p.m. Or you can always contact us using the Customer Service Form.
Your order can be canceled completely before shipment. Please make it as soon as possible since, if your payment has been received, we proceed very quickly with the shipment of your order and it is not always possible to cancel an order.
If your order had already left our warehouses, you can reject it with the carrier at the time of receipt, so that the latter can resend it to us. In this case, shipping costs will not be refunded.
As soon as we have proof of the cancellation of the order we will proceed to refund the amount according to the payment method you selected.