Buying guide (FAQ)

Are VAT and postage included in the prices?
Yes, all prices that appear in our store include the corresponding VAT.

How do I calculate the shipping price?
Our system automatically calculates the shipping price of your delivery based on the gross weight and the place of destination. The surcharge of the shipping fee to Spain (Mainland and Balearic Islands) will not be applied on orders whose amount is equal to or greater than 70 euros. We do not deliver orders to PO Boxes.

Is the number of products I can buy limited?
The maximum weight to be transported per package shall be 40 kg. For orders over this weight, please contact us at atencionalcliente@marronglace.com

Can I buy to give to a friend who is elsewhere through this online store?
You can make the purchase in this online store and tell us where you want us to send your package. This way you can give our products to whoever you like in a fast and safe way.

What is the availability of the products?
All products in our store are available, unless indicated as “unavailable” on the product sheet. In that case, please contact us at atencionalcliente@marronglace.com and we will inform you when the desired product becomes available again. Please note that due to their handmade nature, many of our products are limited in production. In the event that the stock of a product is exhausted at the time of placing your order and we have not been able to update this information in the store, we will contact you immediately to propose a similar product or refund the corresponding amount.

Where are our products shipped from?
All our products are shipped from our Factory located in the San Cibrao das Viñas Industrial Estate, Ourense

Can I specify a delivery time?
No. That’s why we recommend indicating an address where someone who can receive the order is located. A mobile phone number is also essential so that the courier company can contact you if you cannot be reached at the address indicated.

What happens if I am absent at the time of delivery of my order?
In the event that the carrier attempts to deliver the package to you and there is no one to receive it, it will leave a note stating the delivery attempt. Please contact the courier as soon as possible through the telephone number you will find in the note, in order to agree on a new delivery.

If in this second delivery there is no one to receive it, it will leave a note again stating the second delivery attempt. Thereafter, your order will remain in the courier company’s office for 15 days. After these days have elapsed, your order will be returned to our warehouse.

For any queries or possible incidents, remember that we are at your disposal at atencionalcliente@marronglace.com

What happens if a product has arrived damaged?
If one or more products have arrived damaged due to shipping, we will send you a new product(s) or refund the corresponding amount to the account number you designate for this purpose. CUEVAS Y CÍA S.A. will bear all additional shipping costs that may arise, provided that the product has not been used, altered or manipulated.

To do this, please contact our customer support department at atencionalcliente@marronglace.com, within a maximum period of 15 calendar days from receipt of the order, clearly indicating the problem or reason for the return and attaching a photograph of the damaged product. Please bear in mind that in order for us to process any change or return, it is essential that you contact us beforehand. We will not accept any exchanges or returns if we have not previously received notification.

If at the time of receipt of your package, you notice damage to the outer packaging, please DO NOT ACCEPT THE DELIVERY.

In this case, it is essential that you indicate the reason for the rejection to the courier, stating this on the delivery note and contacting our CUEVAS Y CIA customer service department. S.A. atencionalcliente@marronglace.com to immediately resolve the incident.

What happens if the content of the package is incorrect?
If one or more products received do not correspond to your order, we will send you the correct products or refund the corresponding amount to the account number you designate for this purpose. CUEVAS Y CÍA S.A. will bear all additional shipping costs that may arise, provided that the product has not been used, altered or manipulated.

To do this, please contact our customer support department at atencionalcliente@marronglace.com, within a maximum period of 15 calendar days from receipt of the order, clearly indicating the problem or reason for the return and attaching a photograph of the damaged product. Please bear in mind that in order for us to process any change or return, it is essential that you contact us beforehand. We will not accept any exchanges or returns if we have not previously received notification.

Are returns allowed?
Please read clauses 6 and 12 of the “Conditions of Purchase” section carefully

Can I cancel my order?
Yes. If your order has not yet been shipped, we will refund you the full amount. In any case, please contact us at atencionalcliente@marronglace.com

Is card payment secure?
The payment is made through the services of PayPal and Cecabank payment gateway, which use security systems that guarantee that the transmission of your data is encrypted so that it is not possible to intercept that communication. For more information, please consult the PayPal and Cecabank websites.

How can I contact CUEVAS Y CIA. S.A.?
The best way is by email at: atencionalcliente@marronglace.com or info@marronglace.com.