Frequently Asked Questions (FAQ)
How can I place an order?
To place an order, simply select the products you're interested in, add them to the cart, and proceed to checkout to complete the purchase. Follow the instructions to enter your shipping and payment information.
How will I know if my order has been shipped?
You will receive a shipping confirmation email once your order has been shipped, including a tracking number so you can monitor your package.
What is the cost and estimated shipping time?
- Shipping to the Iberian Peninsula (except Portugal): Free for orders over €30. For orders below that amount, the cost is €5 including VAT.
- Balearic Islands: €10, with a delivery time of 3 to 5 working days.
- Canary Islands: €15, with a delivery time of 3 to 5 working days. Customs duties are the customer's responsibility.
- European Union: €27, with a delivery time of 3 to 5 working days.
- Outside the European Union: €35, and customs costs are borne by the buyer.
All shipments are made via Seur and DHL Express. Products labeled "Delivery in 24-48h" are available in stock for next-day delivery (working day) if the order is placed before 2 pm.
How can I change the delivery address for my order?
To change the delivery address, contact our customer service as soon as possible after placing your order. We will do our best to update the address before the order is shipped.
Can I modify or cancel my order after it has been placed?
Once the order is confirmed, it cannot be modified or canceled directly from the website. To request changes or cancellations, please contact our customer service as soon as possible.
What payment methods do you accept?
We accept the following payment methods:
- Credit or debit card via a secure SSL payment gateway.
- PayPal, which allows you to pay securely without sharing financial information.
What is the time frame for returning a product?
You have 14 days to return any product in its original condition. Make sure to follow the return instructions provided on the website or contact our customer service for more details.
How can I return an item?
You have a 14-day period from the delivery date to request a return. The steps are as follows:
- Fill out the Return Form in your account.
- Once confirmed, choose one of the following options:
- Option 1: Send the item to our address using the shipping agency of your choice, covering the return shipping costs. Use the same box or bag in which you received the order and include the delivery note.
- Option 2: Request a pickup service by sending an email to pedidos@theanimalsoulbrands.com. Pickup costs are €5 for the mainland, €10 for the Balearic Islands, €15 for the Canary Islands, and €27 for the European Union, which will be deducted from the refund.
Can I exchange an item?
Exchanges are not allowed. If you want another product, you must request a return and place a new order.
What should I do if I receive a defective or damaged product?
If the product arrives defective or damaged, contact our customer service immediately to arrange for a return or replacement.
Are there any promotions or discounts available?
To stay updated on current promotions and discounts, subscribe to our newsletter or visit the offers section on our website.
Is the website secure for making purchases?
Yes, our website uses SSL encryption technology to protect your personal and payment data. You can shop with confidence, knowing that your information is secure.
How can I contact customer service?
You can contact us via:
- Phone: 91 665 85 98, from 9:00 to 17:00 hours.
- Email: contacto@theanimalsoulbrands.com
- Postal address: C/ Puerto de Navacerrada Nº 71, 28935 Móstoles, Madrid, Spain.
How do you protect my personal data?
We comply with Regulation (EU) 2016/679 and Organic Law 3/2018 on Data Protection. Your data will be used only for the marketing of products and sending commercial communications. You can access, rectify, or delete your data by contacting us at contacto@theanimalsoulbrands.com.
What should I do if I have a complaint?
To file a complaint or claim, contact us via phone 91 665 85 98 or send an email to contacto@theanimalsoulbrands.com. You can also use the European Commission's online dispute resolution platform at this link.
What legislation applies to these terms?
The general terms are governed by Spanish law. The language of the terms and conditions is Spanish.