Our stores
GENERAL TERMS AND CONDITIONS OF CONTRACT FOR ONLINE STORES
www.almaenpena.com or www.almaenpena.es (hereinafter, the Website) is a website owned by ALMA EN PENA, SL, hereinafter THE OWNER, with Tax ID Number: B02408011 and whose registered office is located at: Calle Cabo Norfeo nº 1, 28290 Las Rozas de Madrid, Madrid.
Access to, reproduction, and use of the Site's services require prior acceptance of the Terms of Use in effect at any given time; THE OWNER reserves the right to modify these Terms when it deems appropriate, by publishing the new text on the Website.
It is the user's responsibility to familiarize themselves with the Terms of Use before accessing the products and services on the Website. If you do not agree with them, we ask that you refrain from using them.
PROPERTY
The Website is a work composed of various integrated and inseparable elements (text, illustrations, photographs, animated images, videos, computer programs, including the Website's HTML code, etc.), the intellectual property rights to which belong to the OWNER, with the exception of materials obtained under license from third parties.
THE OWNER and its licensors retain at all times the Intellectual Property Rights to the Website and the various elements that comprise it, considered individually, in all copies made (regardless of the medium on which they are incorporated), granting only the rights of use described below. Any rights not expressly granted are considered reserved.
In addition to the above, THE OWNER is responsible for the selection, design of the structure, and presentation of the website's content, as well as for having taken the initiative and assumed the risk of making substantial investments aimed at obtaining, digitizing, and presenting it, thus corresponding to the protection that Article 12 and Title VIII of Book II of the Intellectual Property Law may grant to the website, considered as a database.
THE OWNER is also the sole owner of the design and graphic image of the Website, reserving the right to take appropriate legal action against anyone who imitates or misuses it.
It is permitted:
• Browsing the Website, i.e. accessing and viewing it on a device, with any temporary or incidental reproduction being authorized, provided that it is not intentional and that it is an integral and essential part of the technological transmission process. Browsing certain sections of the Website requires prior registration.
• Benefit (upon registration) from the services and advantages provided by THE OWNER through the Website to its users, under the conditions expressly indicated in the various sections.
It is strictly prohibited:
• Any operation concerning the Website, its content, downloaded products, and copies thereof that contravenes the law, morality, and good faith.
• Any use outside the personal and private sphere, in particular for commercial or professional purposes, including sending advertisements or messages and collecting and processing third-party data.
• Any type of extraction, public communication and/or transmission, in whole or in part, by any means whatsoever, outside the private sphere of authorized use and, in particular, its incorporation into any other work, including web pages, collections, or databases. The publication in the media of documents that can be downloaded from the Press Room section is excluded from this prohibition.
• The removal, concealment, or falsification of notices and warnings concerning the intellectual or industrial property rights of the website or any of the products provided through it.
• Operations and activities expressly prohibited in any other section of these Terms and Conditions and, in general, those that could interfere with the normal functioning of the Website, other users, or any third party.
LINKS TO THE WEB
The establishment of links and hyperlinks to the Website from other pages or websites is authorized, provided that they are not made in a manner that could harm the public and the brand image of the OWNER, the Website, or any of the persons and products referenced therein. When establishing links to the Website, the use of techniques that cause confusion regarding the identity and ownership of the content, such as framing or others, is expressly prohibited.
It is prohibited to establish links from pages or websites whose content promotes or excuses, directly or indirectly, any type of violence, discrimination, pornography, or illegal activity. Similarly, the establishment of links for commercial purposes is expressly prohibited.
When creating links, the use of elements extracted from the Web is expressly prohibited without the prior and express consent of the OWNER.
Under no circumstances can links to the Web from third-party pages or websites imply any relationship between THE OWNER and their owners, nor do they imply any approval, sponsorship, or recommendation by THE OWNER regarding them, such that THE OWNER will not be entirely responsible for their content and legality.
USER CONTENT AND BEHAVIOR
As a customer or user of the Website, you agree to make appropriate use of the content and services offered through it and not to use them for:
1. Engaging in activities that are illicit, illegal, or contrary to good faith and public order.
2. Disseminating content or propaganda that is racist, xenophobic, pornographic, promotes terrorism, or violates human rights.
3. Cause damage to the physical and logical systems of the OWNER, its suppliers, or third parties; introduce or spread computer viruses or any other physical or logical system that is likely to cause the aforementioned damage on the network.
4. Disseminate content that threatens the image and reputation of the OWNER or third parties.
5. Infringe upon the intellectual, industrial, image, honor, or other property rights belonging to the OWNER or to third parties.
THE OWNER shall have complete discretion regarding whether or not to publish contributions and messages on the website, and shall have the right to delete them when deemed appropriate.
Violation of any of the rules contained in these Terms of Use, and in particular of the provisions of this clause, will entitle THE OWNER to immediately terminate your status as a user or subscriber of the Website.
PAYMENT FORMS
The website uses Secure Socket Layers (SSL) for all electronic commercial transactions, a security system that guarantees the security of all data you send us. This is achieved through advanced encryption technology that works with Mozilla Firefox, Safari, Netscape Navigator (since version 2.0), Microsoft Internet Explorer (since version 3.0), and AOL (since AOL 3.0).
For your peace of mind, keep in mind that it is safer to buy from websites with this security system than to use a credit card in restaurants and stores. Card payments on our website offer maximum security.
We also accept payments via PayPal, Bizum, Amazon Pay, Google Pay, Apple Pay, and Sequra (split into 3 and pay later).
DELIVERY TIMES
We ship to: Austria, Belgium, Bulgaria, Croatia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Italy, Latvia, Lithuania, Luxembourg, Monaco, Netherlands, Portugal (peninsula, Balearic and Canary Islands*), Slovakia, Slovenia, Spain (mainland, Balearic Islands, and Canary Islands*), Estonia, Finland, France, Greece, Hungary, Italy, Latvia, Lithuania, Luxembourg, Monaco, Netherlands, Portugal (mainland only), Czech Republic, Romania, and Sweden. Other countries should write to: atencioncliente@almaenpena.es
Delivery of orders varies between 2 and 6 days. We explain the process from the moment you place your order.
1. The warehouse confirms the order (usually within 24 hours)
2. The next business day, the carrier picks up the order from the warehouse.
3. The next day, the order is on its way to your home. *Please note that Saturdays, Sundays, and public holidays are not considered business days.
Sometimes, the order may be delayed by 1 or 2 days, as our service depends on a human chain involving the warehouse, the courier, and our own management. We are committed to taking care of your order so that it reaches you as quickly as possible.
*For shipments to the Canary Islands, delivery times may be longer.
IMPORTANT! Check your order as soon as possible and verify that everything is correct.
If you are not at home at the time of delivery, don't worry. The carrier will try to call you to arrange a new delivery. If they cannot reach you at the phone number you provided, they will leave a message at your door or in your mailbox. Simply follow the instructions on the delivery note and you can arrange a new delivery with the carrier the next day. If you notice a delay in the delivery of your order, please do not hesitate to contact us at atencioncliente@almaenpena.es.
If none of the above situations occur, this absence will be reported to us as an incident, and the Site will attempt to contact you within 24 business hours to arrange a new delivery. This new delivery attempt can be made up to a maximum of 2 times, free of charge. If we do not receive a response within this time frame, your order will be returned to the original warehouse and we will refund the amount of your order to your card.
If your order consists of multiple items, they may be shipped from different warehouses and arrive on different dates.
RETURN
To make changes/returns, you have a maximum period of 30 days from the delivery of the order. You must follow the procedure below:
1. Log in to your account, select the "My Orders" option, and choose the order you wish to return. Once inside, you will need to mark the items you wish to return and specify the reason for the return. If you placed your order as a guest, you must write to atencioncliente@almaenpena.es to process the return.
2. You have two different return methods available. Select the one you prefer and wait for your request to be approved.
-Home pickup: you will receive an email from the shipping company confirming your pickup within 24 to 48 hours.
- Return by post office: once your request has been approved, you will receive an email with an alphanumeric code that you must present at the post office you wish to visit.
3. Place the product back in its original box and pack it before it is picked up by the carrier. Once we have received the returned model at our warehouse, the relevant checks on the quality and condition of the product will be carried out.
Returns cost €6 per item (including VAT), which will be deducted from your refund. Exchanges are free of charge. Simply make a new purchase before the return arrives at our warehouse for a full refund.
If there has been a shipping error or if the item has quality issues, it is essential to send an email with photos of the defect or problem with the shoe to atencioncliente@almaenpena.es.
The refund of the amount, less any applicable fees, will be made within a period not exceeding 7 business days from receipt at our warehouse. The refund will be made via the same payment method used by the customer for the initial transaction.
Items must be in perfect condition and in the same condition in which they were received. Alma en Pena reserves the right to refuse late returns if the item is not in the same condition as when it was shipped or if it does not meet our return conditions. We will not refund if the product has been used.
*We do not offer home pickup or delivery to a Correos point in the Canary Islands, the United Kingdom, or Portugal.
DISMISSAL
Consumers who place their orders online benefit from the protections recognized by European regulations on online purchases.
You may cancel your online purchase within 14 days of receiving the product. To exercise your right, download this form, complete it, and send it to atencioncliente@almaenpena.es by email, or to Calle Cabo Norfeo nº 1, 28290 Las Rozas de Madrid, Madrid, by regular mail.
In the event of withdrawal, the refund will be made via the same payment method used by the customer for the initial transaction, and no later than 14 calendar days after the consumer has expressed their wish to exercise their right of withdrawal in accordance with Article 107.1 RDL1/2007.
ORDERS WITH DESTINATION CANARY ISLANDS
Customers placing orders for delivery to the Canary Islands will be responsible for all costs and taxes related to the purchase, in accordance with the legal provisions in force. The amount of taxes and customs duties must be paid in cash upon receipt of the shipment. For these shipments, the invoice amount in euros will be considered the value declared to customs.
Similarly, in the event of a return, the customer shall bear the cost of the corresponding taxes and customs duties, in accordance with the legal provisions in force. In this shipment, the invoice amount in euros shall be considered as the value declared to customs. Return shipping costs shall be borne by the customer. In addition, if no exchange is made, the customer shall be charged €6 per item returned.
Invoices issued for the Canary Islands are exempt from VAT.
RETURN OF THE JEWELS
For health and safety reasons, we will not accept returns of jewelry products.
COMPLAINTS
If you are not satisfied with our response, you can access the European Union's online dispute resolution platform via this link: European Consumer Center.
DATA PROTECTION
The personal information or data you provide to us will be processed in accordance with the provisions of the Privacy Policy. By using this website, you consent to the processing of such information and data and you declare that all information or data you provide to us is true and accurate.
MODIFICATIONS
THE OWNER reserves the right to make any changes it deems appropriate to the website without prior notice, and may change, delete, or add both the content and the services provided through it, as well as the way in which they are presented or located.
Although THE OWNER strives to keep the information contained on the website up to date and free of errors, it offers no guarantee as to its accuracy and updating. Nor is the achievement of a specific result or purpose guaranteed. Access to and use of the website is therefore the sole responsibility of users and customers.
LEGAL ACTIONS
THE OWNER will pursue any failure to comply with these Terms of Use, as well as any inappropriate use of the Website or its content, violations of its rights or those of its licensors, in particular those relating to Intellectual and Industrial Property, exercising all civil and criminal actions that may be available to it by law.
SPECIAL TERMS AND CONDITIONS OF THE CONTRACT
General provisions
ALMA EN PENA SL offers its customers (hereinafter, the "Customers") various methods for purchasing goods and/or services offered by ALMA EN PENA SL on its website, the characteristics and prices of which are duly identified on the aforementioned page. These "Specific Contract Terms and Conditions" shall apply to sales formalized between Customers and ALMA EN PENA SL through telephone contracts in their various forms (where applicable).
To this end, ALMA EN PENA SL has activated a telephone contract method: instant messaging system via WhatsApp or WhatsApp Business (the "Telephone Sales Method").
Similarly, the General Terms and Conditions of Sale of ALMA EN PENA SL shall apply to the pre-contractual and contractual relationship resulting from purchases made via the Telephone Sales Method, except in cases where there is a contradiction with these Contractual Terms and Conditions, in which case the provisions of this document shall prevail.
These specific terms and conditions of the contract, as well as the general terms and conditions of the contract, are covered by the provisions of Law 34/2002 on information society services and electronic commerce; Law 7/1998 on general terms and conditions for the award of contracts; Royal Legislative Decree 1/2007, of November 16, which approves the consolidated text of the General Law for the Protection of Consumers and Users and other complementary laws; Law 3/2014 of March 27, which amends the consolidated text of the aforementioned General Law for the Protection of Consumers and Users and other complementary laws, as well as any other legally applicable regulations.
Procedure for awarding contracts by telephone
To purchase or acquire products and/or services from ALMA EN PENA SL through telephone sales methods, the Customer must follow the instructions below:
● In all cases, the purchase of products and/or services from ALMA EN PENA SL through the Telephone Sales Terms and Conditions will be available exclusively for goods and/or services that, at the discretion of ALMA EN PENA SL, allow this type of purchase.
● During the purchase process via Telephone Sales Methods, the Customer must provide ALMA EN PENA SL with at least the following personal data: their first and last name, postal address, email address, and mobile phone number.
● In the event that the desired product and/or service is not available in the store where the corresponding order is being processed, or if there are not enough units, ALMA EN PENA SL may offer the Customer different alternatives, redirecting them to other stores. (including the ALMA EN PENA SL online store) if possible, or offer you products and/or services with similar characteristics.
● After providing the information referenced above, the Customer will receive a message at the email address they have expressly provided to ALMA EN PENA SL or, where applicable, a message via WhatsApp, depending on the telephone sales method through which the purchase process is being carried out. This message will contain the details of the Customer's order, and the Customer will be asked to accept in writing the following: (i) that they agree with the details of the order, (ii) that they accept that the formalization of the corresponding order implies a payment obligation for the Customer; and (iii) that they have read and accepted the specific Contractual Conditions for telephone sales and the General Contractual Conditions of ALMA EN PENA SL, under which the aforementioned purchase transaction is governed, as well as the Privacy Policy of ALMA EN PENA SL (https://almaenpena.es/es/content/16-politica-de-privacidad).
● Payment for the price of the products and/or services purchased and shipping costs can be made either by credit card, debit card, or other means of payment that ALMA EN PENA SL may offer the Customer at any time.
● If the Customer has any questions about their order and its status, they can contact ALMA EN PENA SL via WhatsApp.
ALMA EN PENA SL will provide the most up-to-date information possible regarding the availability and stock of the items requested by the Customer. However, it is possible that the product, whose availability has been confirmed, may be sold out during the purchase process itself (including and also calculating the time that the Customer may incur to make and complete the corresponding payment, as in the cases of payment by transfer or financing) or that delivery times are delayed on special delivery days, or due to natural or environmental causes, strikes beyond the control of ALMA EN PENA SL, and/or for reasons of force majeure beyond the control of ALMA EN PENA SL. under the control of ALMA EN PENA SL.
If these situations arise, ALMA EN PENA SL will do everything possible to inform the Customer via WhatsApp or by telephone call.
INVOICES
If you need an invoice for an order that has already been placed and/or received, please contact us via email at atencioncliente@almaenpena.es. We will need your order number and billing information to provide you with the invoice. Please let us know if you would like a paper or electronic invoice, as the issuance of an electronic invoice will always be subject to our receiving your express consent as indicated in Article 63.3 of the General Law for the Defense of Consumers and Users.
