Faqs

 

Frequently Asked Questions about:
How to buy on Priorat Natur
 
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DELIVERIES 

Where do you offer home delivery service?

What are the home delivery costs?

What are the delivery terms?

What happens if there is no-one at the delivery address to receive the order? 

Can I change the given delivery address? 

Can I know the exact date and time of delivery? 

Do you offer deliveries to PO boxes? 

Are deliveries made in safe conditions?

Are customs duties included in the delivery costs?

RETURNS

What do I have to do if the package is damaged in transit?

What do I have to do if the delivery does not correspond to my order?

What do I have to do if I am not satisfied with a product and I want to return it?

What do I have to do if I receive a product in bad conditions? 

PRICES 

Is VAT included in the price of the products?

Are transport costs included in the price? 

ORDER 

If my order consists of different products from different manufacturers, will I receive different deliveries?

What are the steps to place an order?

Can I make a purchase by phone?

Is there a minimum order for the online shop?

What happens if I do not receive my order?

STORAGE 

What about the storage of your products?

CUSTOMER SERVICE 

What are your customer service hours?

How can I contact Priorat Natur?

THE ADVANTAGES OF BUYING AT PRIORAT NATUR

How can I get discounts on your products? 

What do I have to do if I want to give one of your products as a gift?

 

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DELIVERIES 

Where do you offer home delivery service?
We provide delivery service in the whole Spanish territory (including the Balearic and Canary islands). We also offer international delivery service.  UPLOAD

What are the home delivery costs?
Delivery costs depend on the destination. The cost is 9€ (VAT included) for deliveries within Catalonia and 12€ (VAT included) for deliveries in the rest of the Peninsula (except the Balearic and Canary islands).
For purchases in Catalonia, delivery is free for orders above 35€ (VAT included).
For purchases in the rest of the Spanish territory, delivery is free for orders above 75€ (VAT included), except the Balearic and Canary islands.
For international deliveries and for deliveries in the Balearic and Canary islands, please send us an email to info@prioratnatur.com and we will inform you about the possible fees. UPLOAD

What are the delivery terms?
Once your order is placed to our website, you will receive your order within 24-72 hours on working days in Catalonia or the rest of the Peninsula.
In the case of international deliveries and deliveries in the Balearic and Canary islands, you will receive your order within 2-15 working days.
If these delivery terms are not met, please contact us by email (info@prioratnatur.com). UPLOAD

What happens if there is no-one at the delivery address to receive the order?
The delivery company will leave a passing notice in your letter box or send a message to your mobile phone. Then, you will have to contact them in 24-48 hours in order to arrange a convenient date and time of delivery.
If it is impossible to locate the addressee and the package cannot be returned to Priorat Natur, the customer is entitled to claim the order amount, but not the transport costs.
For orders above 35 € in Catalonia and 75€ in the rest of Spain (in which delivery is free), transport costs will be deducted from the amount of the order before returning this amount.
In the case of personalized gifts or baskets, the order amount shall not be refunded.
The customer can ask for the returned order to be sent again, but transport costs must be paid again. UPLOAD

Can I change the given delivery address?
Yes, you can. You can add a new delivery address in your Priorat Natur account by going to “My Addresses” section. UPLOAD

Can I know the exact date and time of delivery?
No, you can’t. The delivery company will leave a passing notice in your letter box or send a message to your mobile phone. Then, you will have to contact them in 24-48 hours in order to arrange a convenient date and time of delivery. UPLOAD

Do you offer deliveries to PO boxes?
No, we don’t. UPLOAD

Are deliveries made in safe conditions?
Deliveries are made by reliable and highly experienced delivery companies, whose main priority is to deliver the customer’s order in perfect conditions to the recipient. If your order is delivered in bad conditions, please do not accept the delivery (see how to proceed in the “Order” section). UPLOAD

Are customs duties included in the delivery costs?
In the case of international deliveries, customs duties are not included in the price of the order itself and the transportation costs. The customer should pay custom charges taking into account the current legislation of the country regarding the importation of goods. In addition, Priorat Natur is not responsible for the delays caused by the customs facilities or if local authorities decide to confiscate the products of the order. UPLOAD

 
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RETURNS

What do I have to do if the package is damaged in transit?
From Priorat Natur, we recommend that you never accept items delivered in bad conditions such as open, broken or wet packages. Any damage should be immediately reported on the delivery note given by the carrier. If you accept the delivery, even if damage is visible to the packaging, you must write this clearly on the delivery note and give us written notice of the defect by sending an email to info@prioratnatur.com, within 24 hours. Please give us as many details as possible about the delivery defects or attach a photograph of the damaged package.
You should keep the damaged products unopened and in their original packaging; and avoid any use or handling of the products. Once all the necessary formalities are completed, we will refund the amount you paid for the damaged items in the same form of payment that was used to make the initial purchase.
Once the refund is made, we reserve the right to pick-up the damaged package and we consider the costs of return our responsibility. For this reason, it is important to keep the damaged packages until the problem is solved. UPLOAD

What do I have to do if the delivery does not correspond to my order?
If the products you receive do not correspond to the order you placed on our website prioratnatur.com, you should inform us via email to info@prioratnatur.com within 7 working days from the date of receipt. You should keep the damaged products unopened and in their original packaging; and avoid any use or handling of the products.
There are two options,
1) Refund of the amount of the wrong products: once the wrong products are picked up, Priorat Natur will refund the amount of the wrong products within 30 working days from the date of pickup in the same form of payment that was used to make the initial purchase. Here, the costs of transport due to return are our responsibility.
2) Delivery of the correct products: once the wrong products are picked up, you can ask for the delivery of the correct products. In this case, we will not refund any amount. Here, Priorat Natur takes in charge the costs of transport due to the delivery of the correct products. UPLOAD

What do I have to do if I am not satisfied with a product and I want to return it?
If you want to return a product because you are not satisfied with it, you should inform us via email to info@prioratnatur.com within 7 working days from the date of receipt (Section 44 of the Act 47/2002).
Unwanted items must be returned in the original state, packaging and labels. Products must be returned to Priorat Natur in a fully resalable condition. You must include a copy of your purchase receipt with the package and a note explaining which are the products you return and why you want to return them. When returning an unwanted item the customer is fully responsible for the full costs of returning the product back to us, including the custom charges (if any).
We will refund the amount of the returned products once we verify that they are in good conditions. Priorat Natur will refund the amount of the unwanted products in the same form of payment that was used to make the initial purchase within 30 working days from the date we receive the products. UPLOAD

What do I have to do if I receive a product in bad conditions?
If you receive a product in bad conditions, you should give us written notice of the defect by sending an email to info@prioratnatur.com. Please give us as many details as possible or attach photographs of the faulty products. Once we receive the products and verify that they are in bad conditions, we will refund the amount of the faulty products or if you prefer, we can send you the ordered items again. We will refund the amount you paid for the faulty items in the same form of payment that was used to make the initial purchase within 30 working days from the date we receive the products. Priorat Natur is responsible for the transport costs involved in returning your order and the costs of product replacement. UPLOAD

 
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PRICES

Is VAT included in the price of the products?
Yes, it is. VAT is included in the prices of all the products published on Priorat Natur website. At the time of order, all the concepts included in the invoice are shown in detail. UPLOAD

Are transport costs included in the price?
No, they aren’t. Transport costs are not included in any of the products published on Priorat Natur website. To find out more about delivery costs, see section “What are the home delivery costs?”. UPLOAD

 
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ORDER

If my order consists of different products from different manufacturers, will I receive different deliveries?
No, you won’t. You will receive your items in one order. UPLOAD

What are the steps to place an order?
Remember that if you want to place an order to our website, you need to be registered as a user. If you don’t have a personal account yet, you can create one during the purchase process.
You can follow the following steps in order to make your purchase:
- Choose the products you want to buy clicking the “Add to cart” button of each product sheets. Each time you do this, the product will be added to your shopping cart. At the top of the page, you will constantly see the number of products you buy and the total amount of your cart.
- Once the order is completed, go to the shopping cart and click on the “Next” button.
- If you haven’t registered yet, you can do it now.
- Choose your delivery address and click on the “Next” button.
- Accept the transport service conditions and click on the “Next” button.
- Choose the payment method you want (by credit card or by bank transfer) and fill in all relevant bank details.
- Now you can confirm your order. UPLOAD

Can I make a purchase by phone?
Yes, you can. You can place your order at Priorat Natur by phone (+34) 977 830 885 (from Monday to Friday, 9 a.m. to 6 p.m.). UPLOAD

Is there a minimum order for the online shop?
No, there isn’t. In order to buy at our Priorat Natur website, it is not necessary a minimum order. UPLOAD

What happens if I do not receive my order?
For deliveries in Catalonia and the rest of the Spanish territory (except the Balearic and Canary islands), we endeavour to have all products delivered within 24-72 working hours from the date the order is placed. If after that time, you have not received your order yet, please contact us via email to info@prioratnatur.com. UPLOAD

 
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STORAGE

What about the storage of your products?
We take great care when storing our products, thus we have the facilities to store our products in the best possible conditions to ensure the best quality. UPLOAD

 
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CUSTOMER SERVICE

What are your customer service hours?
Our customer service hours are from Monday to Friday, 9 a.m. to 6 p.m. UPLOAD

How can I contact Priorat Natur?
If you have any questions, comments or suggestions you can contact us via email at info@prioratnatur.com or telephone at (+34) 977 830 885. UPLOAD

 
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THE ADVANTAGES OF BUYING AT PRIORAT NATUR

How can I get discounts on your products?
In Priorat Natur we want to reward your loyalty, so we regularly publish information on discounts and offers related to our products via Facebook or Newsletter. If you would like to receive our regular newsletter in your mailbox, please send us your e-mail address at “Stay on top of Prioat Natur”. UPLOAD

What do I have to do if I want to give one of your products as a gift?
At the gifts section, you can see samples of gift sets, however if you want to change or add a product and personalize your gift, please tell us your idea by writing an email to info@prioratnatur.com . We can send you the gift so that you give it to the person you want or if you prefer, Priorat Natur can send the gift directly to the recipient.
If you would like to add a card or a personalized message, please feel free to contact us. UPLOAD