DID YOU BUY BEFORE?
IDENTIFY YOURSELF
Forgot your password?
ARE YOU NEW?
CREATE YOUR ACCOUNT

DELIVERIES AND RETURNS

 

SCOPE

These general conditions of sale apply to all orders and deliveries between MOTTSEN and their customers through the store Mottsen.com

PROPERTY RIGHTS

The products will continue to be owned Mottsen by until payment has been made in full.

SHIPPING PRICES AND FEES

All prices are expressed in Euros (€) and contain the tax of the shipping country. The shipping fees are part of the prices of each product, and Mottsen reserves the right to waive this fee or amend it according to the shipping country.

Shipments in MOTTSEN are COMPLETELY FREE for everyone.

DELIVERY OF THE PRODUCT

Transportation will be made by UPS Spain, among other courier companies who form agreements withMOTTSEN, and they will deliver the product to the delivery address you indicated to us in your order.

DELIVERY PERIOD

The delivery period for your order is approximately between 4 and 5 weeks if the product is designed by you, 3 working days if the product is not customised and, if the order is mixed, it would be between 4 and 5 weeks. Deliveries will be made when payments are verified. Causes of force majeure may occur that force MOTTSENto delay, or even cancel, manage or ship this order.

CAUSES OF FORCE MAJEURE

The following, among others, will be understood as causes of force majeure: interruptions to production, strikes, catastrophes, riots, hostilities, unavailability of materials or any other factor beyond our control, be it at our workplace or that of any of our suppliers.
MOTTSEN reserves the right to alter the agreed delivery duration, change its conditions, cancel or suspend the sale, and is not responsible for any damages that this may cause.
ORDER TRACKING

When the manufacturing process is completed, you will receive an e-mail with a traceability code so that you can track your order. Your purchase will always been in good hands, MOTTSEN and UPS work for you.

 

RISK TRANSFER

All our shipments require an acceptance upon delivery.

“Do not sign to receive any delivery if you are not sure that the goods match, the order is complete and has not suffered any damage”. Once the receipt document has been signed, you will not be able to claim for any damage to your content from our company or the courier.

As soon as the goods have been delivered, the risk of accidental destruction or deterioration becomes the customer’s responsibility.
ORDER NOT RECEIVED BY THE CUSTOMER

If the delivery address is correct and you are not at the indicated delivery address, UPS will notify MOTTSEN of the incident and proceed to contact you to find a solution.

If it is not possible to get in contact with you, UPS would return the parcel to MOTTSEN who will save it for 3 months until you claim it.

If you claim it within this 3 month interval, you will have to pay the shipping fees and we will send it again. If the parcel is not claimed within the 3 months, the item will be put on sale again. If the item is designed by you, MOTTSENreserves the right to put it on sale or leave it in the showroom of  MOTTSEN.

 

RETURNS

 

You can return your product after notifying our customer service department on (info@mottsen.com), and provided that the following requirements are met (if any of these points are not met, MOTTSEN may refuse the return):

  • It presents a manufacturing fault (if it is a customised product).
  • The return is made within the 15 days following its receipt.
  • It has not been used and/or damaged.
  • The product is returned in its original packaging, is in a good condition and has all its items intact.

Once it has been verified that the product is in a perfect condition and all requirements are met, MOTTSENwill refund the full price paid within a period of 3-4 working days or a voucher will be given for the value of their purchase, if desired by the customer.

If we had to re-manufacture a product designed by you, the delivery period would be 4-5 weeks.

 

PRODUCT GUARANTEE

If you believe that the product is faulty, please get in contact with the customer service department on info@mottsen.comand include a photo of the product showing the fault.

Once we have received the form with the photo and we consider it to be a manufacturing fault and not a defect caused by a misuse of the product, we will ask you to send us the product back.

Once we have the product in our hands, our craftsmen will review it and and make the decision to either change it for a new one or pay for a refund. In this case, the courier fees will be paid by MOTTSEN.

If MOTTSENbelieves that the product is not faulty but you insist on sending us the product, our craftsmen will review it at the factory and make the decision whether to exchange it or not. In this case, MOTTSENwill not be responsible for paying the courier fees.
RETURNS DUE TO NON-SATISFACTION OR TO CHANGE SIZE

In these cases, the shipping fees will be borne by the customer, who can use the courier service that best suits them, provided that they allow acknowledgement of receipt as this is mandatory. We also offer our logistics collaborator (UPS) to collect the parcel and deliver it to our warehouses at a very competitive price.

You must send an e-mail to customer service at (info@mottsen.com),so that MOTTSENcan see that the product is not faulty and accept the return.

To make the return, the product cannot have been used; only tried on. Any evidence of the product being used will invalidate its return, and it will be sent back to the customer with unpaid postage.

Once the goods have been received at our warehouse and their condition has been verified, we will proceed to exchange it or generate a *purchase voucher, as appropriate.

 

RETURNS DUE TO FAULTY GOODS OR ERRORS IN SHIPMENTS

You must send an e-mail to customer service at (info@mottsen.com),so that MOTTSENcan see that the product is faulty and accept the return.

In these cases, MOTTSENwill be fully responsible for the shipping fees through our logistics collaborator (UPS), for both collecting the parcel and delivering the new product, if any.

In the event that the item cannot be replaced due to stock unavailability, the customer will be offered the possibility to exchange the item for another of their choice. Should the customer not want another product, they will receive a purchase voucher for the amount paid for the item. Under no circumstances will the shipping fees, if any, be refunded.

 

SPECIAL RETURNS POLICIES

Gift vouchers and other promotions. Our shipping and returns policies do not apply to our Gift Vouchers* or other special promotions. If you have any queries, please contact the customer service department: info@mottsen.com.

 

*Gift cards have an expiration period of thirty days from delivery. However, (taking into account the special circumstances of customers NOT residing in Spain), customers may ask info@mottsen.com for an exceptional extension of the expiration period of any gift card, up to a further two months (90 days in total). Once these three months (90 days) have elapsed, Mottsen reserves the right to reject any gift card, and the customer loses the right to claim the amount back.