FAQ

Look for the desired product

Navigate and discover our products in the sections and subsections that you will find in the menu at the top of our page. You can search for the products either by browsing a section or by directly searching for it in the Search box above.

You also have the option of searching for a product by country or by brand (this option has a filter on the left side), this you will see all the products coming from the selected country or brand.. You will see all of the sections available for that country and the products we carry.

Shopping basket

When you find the product that you want, just put it into your shopping basket located in the upper right hand corner of the page. There you can see the items that are in your shopping basket or by clicking on a product, you can increase the number of items or remove them from the basket.

How do we send the order to your home:
PENINSULA: Every Peninsula shipping (Spain and Portugal) have a shipping cost of 6,99€ regardless of the amount or weight of your order.

REFRIGERATED PRODUCTS: If your order includes this kind of products (that are marked with a low temperature icon) it will have a different cost from the stabdard shippment because this order is shipped on a refrigerated truck that keeps the perfect temperatura all the journey to keep the quality of the product. The cost of the shippment depends on the weight of the order.
BALEARIC ISLANDS: The shipping costs may vary on the weight of the order. The system will tell you automatically the cost.

STABLISH THE DELIVERY

 When your order leaves our warehouse you will receive an email (look for it on the SPAM folder if you don’t see it in your inbox) from the Courier company asking you if you want to stablish an special hour or date. If you don’t answer this email you will receive it during the day that they have notified you.

Paying for your order

When all of your order is in the shopping basket, click on "check out" to open our payment page. . If you don’t have an account we will ask you for the delivery and contact details, if you are already a client, you only have to confirm the payment either by Credit Card, PayPal or Cash on Delivery.

All orders placed before 3:00 p.m. will be included in the distribution the following day. After this time, orders will leave our warehouse the next day, therefore you will arrive home from two days (labor) after your purchase. Deliveries will be made from Monday to Friday.

We advise you that if you have a preference schedule for the delivery, leave it in the comments when adding the address. For example: "better in the morning".

If you need to take care any special circumstances, it is better that you get in touch with us through our help@supercostablanca.es.

You have the responsibility to provide the necessary authorization to access the dealer if it is an area with personal or electronic surveillance.

- TYPES OF SHIPMENTS:

Standard Shipping: Nacex

- The shipping price 6.99€

- Delivery time of 24/48h.

- Delivery throughout the Peninsula (Spain and Portugal).

- ONLY ordinary environment products.

Shipping to the Balearic Islands: Nacex

- The price is established according to the weight of the order.

- Delivery time of 72/96h.

- Delivery in the Balearic Islands.

- ONLY ordinary products.

Shipping Refrigerated products: Integra2

- The price varies according to the weight of the order.

- Delivery time of 72/96h.

- Delivery in Spain, Portugal and the Balearic Islands.

- ONLY refrigerated products (marked with a low temperature symbol).

Costablanca delivers to the entire Peninsula (Spain and Portugal) and Balearic Islands. Delivery to "All of Spain" refers only to the abovementioned. This excludes (for now) Islas Canarias, Ceuta and Melilla.

We don’t have a mínimum order amount. You can buy the quantity that you want in our online sho, you only have to confirm the order and we will send it to your home.

Our shipping policy has a limit for large orders of liquid packs (water, soft drinks, beers, juices, wines...). Therefore, we have limited purchases up to certain quantities of liquids. If for any reason you manage to skip our computer limits, we will notify you immediately, removing excess products from your order and making a refund immediately (both for the price of the products and the proportional cost of those products in the shipment).

If you have doubts about this and you want to make a special order with many products of this nature, you should write us an email to help@supercostablanca.es and together we will find the best solution.

You can generate an invoice of you order as a company, a self-employed or a particular. Open your Order History at your account and you will find your orders invoices in pdf, can either save it or print it. Please note that if you didn’t put your data correctly when you create the account, you will have to send us and email to help@supercostablanca.es so we can include or change the information.

Remember to generate your invoice during the ordering process or immediately afterwards. By law (Royal Decree 1496/2003), you have until the 16th of the following month to generate the invoice before the information is deleted from our system.

No, In the case that the item ordered is not available, we do not send a substitute; we will return the price amount of that item in a maximum time period of 4 business days. If you have any doubts or wish to know when the refund will be returned, you may send an email to help@supercostablanca.es.

At the moment we only send fresh and refrigerated products that are marked with a low temperatura icon, you will find them at the FRESH section. This products will be delivered in a refrigerated truck that keeps the perfect temperatura all the journey, so this delivery has an aditional shipping cost on this kind of product.

Regarding frozen products, we still don’t have this kind of service. We’re working on it! But before we want to guarantee and assur ethe best service and for this we preffer to wait so we can offer you the highest quality.

However, if you live near one of our stores you can visit us and buy everything you need. If you’re looking for a special product that we don’t have, send us your request tohelp@supercostablanca.es.

If you are not at home at the moment the delivery is made, the delivery person will leave a notification for the client in a visible or accessible place, such as the postal box or buzzer. The following day, the client will be called about a second delivery. Please be attentive to the telephone in order to set up a delivery time. This process will not incur an additional cost. However, in the case of a third delivery, the client will be charged an additional delivery charge. The client may also pick up the order at the closest delivery agency without any additional cost as an alternative delivery option.

Our online policy is based on offering you maximum quality products and efficient shipping. However, occasionally errors do happen during the time from preparation of your order to its delivery.

You may want to return an item because:

Standar Return

   
The item you ordered is in poor condition or it is not the item you ordered.

If the item that you receive is in poor condition, due to a fault either in the delivery service or from our warehouse, you should notify us as soon as possible that your item has arrived in poor condition so that we can begin the return process. You have 14 days from receipt of the item to do so and should take the following steps:

Take a picture(s) of the item as soon as you open the shipping box and see that the item is in poor condition. Take as many photographs as you think necessary. Taking pictures of the item as well as of the shipping box will help us to determine where the problem was and to prevent future problems of the same type.

Of the item as soon as you open the shipping box and see that the item is in poor condition. Take as many photographs as you think necessary. Taking pictures of the item as well as of the shipping box will help us to determine where the problem was and to prevent future problems of the same type STANDARD RETURN. Complete this process with the "Make an RMA slip" button.

 
Wrap the item in a plastic bag and seal it correctly. Return shipping should be in the same packaging as the item was received, or if not possible, in a similar packaging that will guarantee a return in optimum condition.
Once we receive your request, we will answer you and we will ask you to send us the photos made in the first step to the following email: help@supercostablanca.es
As soon as the Customer Service department receives the returned item, and checks that the information is correct according to our return policy, we will send a messenger to your address to retrieve the item.

When we have received the item and have made the appropriate evaluation, a refund for the value of the item will be made to you in the same method as you used to pay. This refund will take place in a maximum of four days following receipt of the item.

Change of mind return

   
The item is not what you expected or you have changed your mind.

Keep in mind that in this case, Costablanca will refund the cost of the item minus the return shipping costs. You have 14 days from receipt of your order to make your return.

Start the Return process from your User profile option "Order history", once there click on the "Details" button of the order which contains the product you want to return. There you will find the list of products of that purchase. You must select the product you want to return and write down in “Merchandise return” the cause of the return. Please, start the comment with the words CHANGE OF MIND RETURN. . Complete this process with the "Make an RMA slip" button.

We will reply you with a Right of Withdrawal Form to exercise your right to the return, which you must sent us back complete with your information. In addition, we will explain how you must pay the delivery costs to make the return. Wrap the item in a plastic bag and seal it correctly. Return shipping should be in the same packaging as the item was received, or if not possible, in a similar packaging that will guarantee a return in optimum condition. We will refund the cost of the returned item by the same method as the payment was effected, within a maximum period of 14 days. We may retain the refund until we receive the product.

The Right of Withdrawal or Return is not valid (and therefore a refund will not be made) in accordance with the Legislative Royal Decree 1/2007 (General Consumer and User Protection Law) in the following circumstances:

- The item is in poor condition (it should be in the same condition as when it was received)

- The item was made to consumer specifications or was personalized

- Products that can deteriorate or have a close expiration date such as foods or beverages with a short shelf life or that should be kept refrigerated

- Goods that are sealed for consumer protection and should not be returned for health or hygiene reasons after the seal has been broken

- Products that after being delivered have been mixed together with other products and due to their nature are inseparable from them

- Alcoholic beverages priced according to the date of the sales contract and which cannot be delivered within the following 30 days, and whose real cost depends on market fluctuations that the business cannot control

We will be pleased to help you and offer you the best possible solution. If you have any questions, contact with us and we will try our best.

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