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FAQs

 

Are the VAT and transport costs included in the prices? 

VAT cost is included in all the prices of our shop. For further transparence the transport costs are add separately at the end, because it depends of the total weight and destination.

 

¿How much is th transport costs?

It depends of the total weight and destination. Our transport cost fares, VAT included are: 

  • Península Spain :  3.95 €
  • Balearics Spain:  15 €
  • Europ euro area: 25 €

A good way to minimize the cost of transport is making a large order, even shared with friends. 

 

¿ How long does the delivery take? ?

We guarantee deliveries of products in 24/48 hours since the payment of the order en 24-48 horas. We also set a delivery time of 24/48 hours to the Iberian Peninsula and 2-3 days for the rest of destinations, including Balearic Islands (working days). Anyway, over 80% of received orders in our shop have benn delivered in 24 hours. ,

Otherwise, if you require a particular point in time, please let us know by filling your date in the observation field when you were making your order.  

Finally, from June to September, in order to guarantee the best conditions of the products, the order which include refrigerated products will be shipped on Monday or Wednesday to Spanish destinations and Monday, Tuesday and Friday for the rest. Order with refrigerated products will be shipped from Monday to Friday during the whole year. 

 

Can you send to the United States of America?

Because of the restrictions for food imports to the U.S. do not send food to this country. 

 

¿How do you send your products?

To guarantee a satisfying experience from start to finish, we work with recongnized transport companies. Every shipments are appropriately protected in cardboard boxes in the case of fresh food (chees, sausages, ...) during the summer, we use an isothermal package to guarantee the best of the conditions.

 

 What is the availability of the products?

All the product of our shop are available, unless indicated as 'not available' in the product details. Take into account of the artisanal elaboration, and most of the productss has a limited edition. In the case of depleted stocks and no information about it, we will contact you inmediatly to change it for other product with similar value and characteristics, or we will refund the money according with your order. 

 

¿Can I send it as a gift?

We have a wide range of products intended to be used as a gift, you can find some packs for every occasion and preferences. They are organized by price, occasion and type of product.

 

Where are your products dispatched from?

All our products are dispatched from our warehouse in Leon.

 

¿What is the delivery time?

The deluvery tima is from Monday to Friday from 9:00 to 14:00  and 16:30 to 20:30. Saturday from 9:00 to 14:00 

 

What happens if a product arrives damaged?

If you find one or some damage products because of the transport, we will send you the product again, or we refund you the money by the same method in which you made your purchase.. Extra shipping costs, shall be borne by Astorgourmet if the product has not been used, opened or manipulated. All products purchased from www.astorgourmet.es  have a repayment period of 7 working days since the reception  of the goods for the costumer, indicating the problem or reason of return and attaching a photograph of the damaged product. Please keep in mind that in order to process any exchange or refund it is imperative that you contact us beforehand. We will not accept any exchange or refund if we have not previously been reported. NOTE: It is important that you check the status of your purchase at the time of receipt and, observe any damage allegedly caused by transport, as you indicate on the delivery note when signing.

 

What if the contents of the package is incorrect?

If you find one or some products that are not correspondant with your order we will send you the correct product, or we refund you the money by the same method in which you made your purchase. Extra shipping costs, shall be borne by Astorgourmet if the product has not been used, opened or manipulated.  For that, please contac us by email en info@astorgourmet.es  in a period of 7 working days since the reception  of the goods for the costumer, indicating the problem or reason of return We will not accept any exchange or refund if we have not previously been reported.

 

May I return a product if I am not satisfied?

Yes. For any reason differents from above you are not satisfied, you can return the product. In this case, once the order is received with its original package and perfect conditions, we will proceed withe the complete refund of money by the same method in which you made your purchase.  Nevertheless, keep in mind that the transport cost shall be born for you. For that, please contac us by email info@astorgourmet.es  in a period of 7 working days since the reception  of the goods for the costumer, indicating the problem or reason of return We will not accept any exchange or refund if we have not previously been reported

What if I am not satisfied for some other reason?

For any different reason  from above you are not satisfied with your purchase, you can contact us by email info@astorgourmet.es  in a period of 7 working days since the reception  of the goods for the costumer, indicating the problem or reason of return. In a short space of time, we will contact you in order to find a satisfactory solution and inform you of the steps to follow. 

 

May I cancel my order?

Yes.  If your order has not been shipped, we will refund the total amount   If it has been already  shipped , you should return the order. In this case, onces the products have been received in its original package and perfect conditions, we will refund of money by the same method in which you made your purchase.  Nevertheless, keep in mind that the transport cost shall be born for you.

Is payment by a credit card safe? 

Astorgourmet  guarantee the most of security and confidentiality, when yoy buy in our shop using payment gateways used POS by SSL technology ensures that the data you enter is encrypted safely. The process is similar to the system used by an ATM  or purchases in physical stores, your datas will be directly transfer to your bank, which is who accepts or rejects the payment, at any time you keep them or manipulate Thus, the information transmitted over the network has a total security and Astorgourmet not retain this data at any time, so you can not view them or archive them.

 

I have ordered and I would like to pay by bank transfer, but I have not received any email with your bank information. What do I do?

Sometimes emails are not received because they end up in the spam folder of the recipient or because there is an error in the e-mail provided. IN any case you can make the payment in the following bank account number:                                            0081 5037 83 0001118513  Please, send us an email to info@astorgourmet.es  with the number of your order and the amount, including the transfer receipt in order to locate it. 

 

How are my personal details treated?

Astorgourmet respects your right of privacy: we only use your personal information in order to offer you a better service. Under no circumstances, we sell or share them with others. At any time you will able to access in order to correct them or cancel them.

 

Where are your offices located?

Offices and warehouse of Astorgourmet are located in Astorga: GARCIA PRIETO,4 24700 ASTORGA LEON ·

How can I contact you? 

the best way to contact us is through email.. This system allow us to be faster, flexibles and a most favourable possible price during the communication management with our customers. For enquiries about your order, comments, suggestions or any other information please contact us by email info@astorgourmet.es . You may also reach us bytelephone on +34 987 10 70 70.