SHIPPING AND RETURNS
SHIPPING POLICY
DOMESTIC SHIPPING (SPAIN):
Delivery times:
Our main priority is for you to receive your order within 24/48h from the moment you receive the email confirming your order.
We work with different carriers so you can choose the one that best suits your needs. You can choose between Correos 48/72h (Basic), Correos Express 24/48h (Standard) and MRW 24h (Premium).
If you place your order on a working day before 13:00, you could receive it the next working day; otherwise, delivery time increases by one day. At weekends or on public holidays, shipments are processed on the next working day.
All our shipping services will do their best to avoid delivery delays.
You can track your shipment via the website and email, so you always know the status of your delivery.
The logistics company will send you a shipping confirmation for your order by email or SMS, indicating the estimated delivery date.
Rates:
Shipping to mainland Spain:
- BASIC 48/72h (Correos): €2.99
- STANDARD 24/48h (Correos Express): €3.99
- PREMIUM 24h (MRW): €4.99
- Free shipping on orders over €30
Shipping to the Balearic Islands:
- Correos Express 24/48h: €4.99
- Free shipping on orders over €30
Shipping to the Canary Islands, Ceuta and Melilla:
- UPS 48/72h: €9.99
- Free shipping on orders over €120
International shipping within the EU:
- UPS 48/72h: €9.99
- Free shipping on orders over €120
How does delivery work and what should I do if I'm not home on the delivery day?
The carrier will make a first delivery attempt to the shipping address provided. If the customer is not at home, the courier will try to leave a notice in the letterbox. It may not always be possible to leave a message, as there is sometimes no access to the building or premises. After this first delivery attempt, the carrier will try to arrange a second delivery. If you are also not at home for the second delivery, the order will remain at the depot in your area so you can collect it there. If for any reason they have not been able to contact you to arrange delivery, you can email us at hello@jellypills.com so we can provide you with the contact details or help in any way necessary.
Important: For shipments to the Canary Islands, customs procedures may involve opening the order.
Can I collect my order from a depot or pick-up point?
Absolutely! Our goal is to make delivery as quick and convenient as possible. On our website you can choose between several carriers or pick-up points, so you can select the one that suits you best. It's very simple: before completing your order, just choose the 'pick-up point' shipping option and select the most convenient one.
Even if you choose this option, you will receive the same information as with home delivery, and the logistics company will let you know when your order is ready to collect at the pick-up point.
How can I track my shipment?
You can track your order using the link in the confirmation email, which will show you the status of your order and its progress for extra peace of mind.
What happens if my delivery address is incorrect?
It is very important that you check the address you enter when placing your order, as once the details have been submitted, the address cannot be changed. If there is a mistake, new shipping costs would be incurred and delivery time could increase.
Make sure you fill in the fields with the correct details!
INTERNATIONAL SHIPPING
Jelly Pills is working to reach every corner of Europe.
We currently ship to: Portugal, France, Italy, Germany, Belgium, the United Kingdom, the Netherlands, Luxembourg, Monaco, Austria, Denmark, Finland, Ireland and Sweden.
We aim to deliver your order within 48/72h. To track your order, simply click "track your order" in the confirmation email, where you will find all the information about your order and its current status.
The estimated delivery date will also be shown. At weekends or on public holidays, shipments are processed on the next working day. If you have any questions, contact hello@jellypills.com and we will help you in the best way we can!
PUBLIC HOLIDAYS
Below are the non-working days at the Jelly Pills logistics centre, on which orders will not be prepared and will therefore be delayed until the next working day. We apologise for any inconvenience:
- January: 1st and 6th
- April: 3rd (Good Friday) and 6th (Easter Monday)
- May: 1st
- June: 24th
- August: 15th
- September: 11th
- October: 12th
- November: 1st
- December: 6th, 8th, 25th and 26th
RETURNS POLICY
Changed your mind about your order?
With Jelly Pills, returning your order is no problem at all. We are here to meet your needs and save you any hassle.
You are fully covered, and we make sure the whole process is as easy as possible.
The USER has a period of thirty calendar days from the date of receipt of the product to return it (article 71 of Spanish Law 3/2014 of 27 March). Unless the return is due to defects in the product, shipping costs will be borne by the USER.
It is important that you check the condition of your order or items when you receive them, always before using them. If there are any errors or problems, please contact our Customer Service at hello@jellypills.com so we can resolve the issue.
Remember that you can always return your order if:
- No more than 30 calendar days have passed since you received the order.
- The product is defective.
- You change your mind.
- The parcel is damaged on arrival.
- The order is incorrect or wrong.
How will your money be refunded?
Once we receive the returned products, we will check that everything is correct and contact you to confirm that the refund has been processed.
The refund will be made using the same payment method used for the transaction. Under no circumstances will you be charged any fees for the refund.
In this case, the customer must cover the return costs (€4.99).
Return steps:
- Log in to your account.
- Enter your postcode and your order's tracking number.
- Select the item you want to return and state the reason for the return.
- Choose how you would like to receive your refund.
- Select the nearest drop-off point or post office to make the return.
- Confirm the return to generate and download your label.
- Place the items in the original packaging and securely seal the parcel with the printed label.
- Drop off your parcel at the selected courier office or drop-off point.
- Once we receive your parcel, we will quickly process an exchange or issue a refund to your account in accordance with our return conditions.
Frequently asked questions about returns with Correos
- My customer doesn't have a printer, what can they do?
Your customer can take the label on their phone to a Correos post office (as long as they don't change town) and Correos will print the label free of charge. This only applies to returns.
- I get an error when entering the order number
If your order number includes the '#' character before the number, your customer must include it; if not, they should enter it without the '#'.
- My customer has followed all the steps but can't confirm after step 5.
This error occurs because the house number exceeds the permitted characters (5). Your customer should click Edit address and make sure the 'House number' field has only 5 characters, putting the rest in the 'Address 2' field.
- My customer took the label to the drop-off point and it wasn't accepted.
It is most likely a CityPaq (petrol station, supermarket, etc.) rather than a Correos post office. We have prepared this guide so your customers can check it without any problems.
- No office appears; clicking redirects to a Correos page with a 404 message
In this case it is a remote address, so there are no Correos offices or CityPaq points within 10 km. Your customer will need to find the nearest office manually here and take the parcel there.
Product condition:
- Please make sure you return the products without having opened the original packaging. Returned items must be in good condition and in their original packaging. We do not accept returned items that are worn, damaged or altered.
- Packs cannot be split, and the full pack must be returned.
- We do not accept items returned directly without contacting us first.
- Return shipping costs are borne by the buyer and are non-refundable.
- Our customer service team will contact you within 48 working hours.
Jelly Pills reserves the right to change this policy when necessary.
Refund contact information
Email: hello@jellypills.com
Shipping address: c / Riu Brugent, 2D, Bajo 2, 43850, Cambrils, Tarragona, Spain.
