Refund policy
SHIPPING AND DELIVERY OF PRODUCTS
We offer free shipping throughout Spain (mainland, Balearic Islands, Canary Islands, Ceuta, and Melilla) and to the following countries: Germany, Andorra, Austria, Belgium, France, Italy, the Netherlands, and Portugal.
For other EU countries, automatic rates will apply during checkout. International shipments outside the EU may incur customs duties or additional charges, which are the customer’s responsibility.
OLISSEN also provides several pickup points available on the Website for selection.
Delivery times:
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Spain: 1–3 business days from order confirmation.
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European Union: 2–5 business days.
Orders are prepared and shipped Monday to Friday, from 9:00 a.m. to 5:00 p.m. Orders placed outside these hours will be processed the next business day.
If you created an account when placing your order, you can track its status in the “Orders” section of your account.
You will receive a tracking link via email and/or SMS once your order has been processed.
If you cannot access tracking information, please contact the OLISSEN team at info@olissen.com.
Absence of the User or Customer at the time of delivery
If delivery occurs when the User is not at the address provided, OLISSEN informs that up to three delivery attempts will be made. In case of absence, the order will remain available for 10 days at the courier’s designated pickup point.
If the customer fails to collect the product, a refund will be issued minus logistical costs incurred.
The User also has the option to cancel the order and place it again at a later time.
Incorrect shipment
If the User receives a different product from the one ordered, they must request a return as outlined in these Terms and Conditions, specifying that it is a wrong shipment.
OLISSEN will contact the User as soon as possible to provide instructions and resolve the issue promptly.
Changes to the delivery address
Once the order is in transit, no changes can be made to the delivery address, as this would incur additional costs.
We therefore recommend that Users carefully review all delivery details before completing the purchase to avoid issues or unnecessary expenses.
Haven’t received your order?
If the estimated delivery time has passed, we recommend contacting the shipping company directly to check the delivery status.
If the order appears as “delivered” but you have not received it, please email info@olissen.com with your order number and full name, and we will help you resolve the issue.
RETURNS
Right of withdrawal
Returns are free of charge within Spain (mainland, Balearic Islands, Canary Islands, Ceuta, and Melilla) and the following countries: Germany, Andorra, Austria, Belgium, France, Italy, the Netherlands, and Portugal.
For returns from other EU countries not covered by the free-return policy, return shipping costs will be borne by the customer.
The customer has 14 calendar days from receipt of the order to withdraw from the purchase.
To exercise this right, the customer must send written notice from the same email address used for the purchase to returns@olissen.com.
The withdrawal request must include the following information:
Subject: Product Return Request
Full name:
Contact email:
Order number and pickup address:
Purchase date:
I hereby request the refund of the amount paid for the purchase of the product described above and ask that it be processed within the legally established period of fourteen (14) days and credited to my bank account: ____________
Place and date of request: ________________
Once the request is received, we will provide the details and steps to complete the return properly.
Return conditions
The product must be returned in its original condition, unused, with its original packaging and all included accessories or promotional materials.
Once the returned item has been verified and approved, the full refund will be issued using the same payment method, within 7 to 15 business days. In countries with return shipping costs, the cost will be informed before confirmation and will be deducted from the refund.
Exchanges
OLISSEN does not process direct physical exchanges.
If the customer wishes to purchase a different model, they must return the original product and place a new order through the website.