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Faq's

1.- Orders

There are the following payment methods:

  • Credit/debit card
  • Paypal
  • Bank transfer

It is important to ensure that the personal data is the same as the data on the card to be used. Ofrecemos un sistema de pago totalmente seguro. We provide a totally secure payment system. For any queries, contact us at info@sublimet.com

Payments with Credit/debit Card or PayPal are almost immediate. Bank transfers can take hours or even days in being confirmed, although you can speed the process up by sending us the bank transfer confirmation by email. Currently, you can even make a bank transfer from a cashpoint and send a notification email to the recipient of the funds, this will also expedite processing of the order. Remember that orders will not leave our premises until payment has been confirmed.
Deliveries can take between 2/3 to 4/6 working days depending on the destination. For more information you can consult the following link: deliveries & returns
To find out about our Exchange and refund policy, click on the following link: deliveries & returns

Once you have acquired a product at Sublimet, you will receive an email in each of the following cases:

  • Receipt of order and payment

For any other email you send via the contact form or via info@sublimet.com, we guarantee a response within a maximum of 24 hours (Monday-Friday 7h – 15h).

Under what circumstances might I receive an error message when paying for my order?

Check any of these possible reasons:

  • The card does not have sufficient funds
  • The card has expired
  • An error entering data, incorrectly entering card details
  • An authentication error, by erroneously indicating the validation code send by the bank
  • Card not activated for secure payment gateways on the Internet (although it may serve for non-secure sites)
  • The card’s daily limit has been reached
  • The maximum session time has been exceeded
  • Number of tries has been exceeded

If having checked the afore-mentioned reasons, the error persists, we recommend you contact your bank or Paypal customer services on telephone number 902 885 248. If you think the problem may be due to a technical issue with our website, please do not hesitate to contact us via info@sublimet.com.

In the event of requiring an invoice, this can be downloaded from our website. In order to do so, following these steps:

  • Login to your account
  • Go to Order history and details on the left-hand side menu
  • Click on “View order”;
  • Click on Invoices
  • Right under the billing details there will be a link saying “Print invoice”
  • That’s it!
Contact us as soon as possible. We send our orders quickly. Sublimet will do everything possible to change the delivery address before the order leaves. To contact us urgently call (+34) 93 486 90 25 (Monday to Friday 7h – 15h), or send us an email at the following address: info@sublimet.com. Changes of address once an order has left our premises incurs an additional cost, which will be the responsibility of the client.
When the order leaves our premises, we send the client tracking details from the transportation company so that they may track their order. In the event of failing to receive this, please contact us at info@sublimet.com. If the courier company were to be unable to contact the client, the package will be returned to us, with the latter being responsible for re-delivery costs.
If the delivery deadline stipulated in accordance with your geographical area has passed and you still have not received your order, contact us at info@sublimet.com and we will send you the tracking number from the courier company so that you will be able to verify where your delivery is at all times.
If for whatever reason you decide to change the address at which you wish to receive your order, you must inform us at info@sublimet.com. Changes in delivery address once the order has left our premises incur an additional cost, for which the client will be responsible.

2- Deliveries

Follow these steps:

  • Place what you wish to purchase in the shopping cart.
  • Select shopping cart.
  • Choose destination.
  • That’s it! We instantly calculate the delivery cost.

Deliveries can take between 2/3 to 4/6 working days depending on the destination. For more information you can consult the following link: deliveries & returns

Sublimet offers an express delivery service via TNT, Tourline and Envialia. Products are delivered worldwide. Delivery costs will depend firstly in the country and postcode, secondly on the weight and volume of the products. The final delivery costs can be calculated by the user before completing the order in the shopping cart.

To consult delivery delays, consult the following link: deliveries & returns

At the address stipulated in “My Addresses > Delivery Address” in your account. If you do not specify this address we will understand the delivery address to be the same as the “My Addresses > Billing Address”.

Select the Warehouse pickup delivery method, and contact us on (+34) 934869025 to process the delivery.

3.- Account

  • Save and view the products in your shopping cart
  • Save your Whishlist.
  • Comment on the products.
  • Complete the purchasing process whenever you want and more expeditiously.
  • Track your orders.

4.- How to purchase?

With a user’s account: you will not only improve your relationship with us, but will also have the opportunity to:

  • Save your delivery details for future deliveries
  • Create a list of favourite products
  • Place repeat orders
  • Print invoices for your orders
  • Remain informed at all times about our special offers and promotions

What is the CIF/VAT? It is the fiscal identification code, like a passport number for companies and individuals so that they may inform the tax authorities of transactions carried out. In order to enter it, you should go to your billing details. The system itself will tell you whether it is correct or not.

  • Is this the same as “Start session”? Yes, the same.
  • Is this the same as “Register”? No, registering is creating an account.
  • How do I register? Once you have entered your details, you will receive a confirmation email. Once you have validated it, you will be registered. In the event of not receiving the confirmation email, check your spam folder, and if you still have not received it, contact us on (+34) 934869025 or at info@sublimet.com
  • Why do I need to login? If you already have an account, it is advisable to login whenever you visit our shop and thereby take advantage of its benefits.
  • And if I have forgotten my password? You can request a new one. Within a few minutes you will receive an email with a new password. Once logged in, you can then change it for a password you will find easier to remember.

Purchasing at Sublimet is very simple. Follow these steps:

1) Select the products you want to buy
  • Main menu: browse the top menu to find your product
  • Search engine : You will find a search engine at the top right hand side of the screen.
  • By logging in and going to Your wishlist: you will quickly find the products already selected.
2) By clicking on the product details, you will be able to...
  • View description, photos and price.
  • Add it to "Your shopping cart.".
  • Add it to Your wishlist.
3) Check “Your shopping cart"
  • You can change the amounts and refresh the cost calculation.
  • Select destination and obtain an estimate of delivery costs.
  • VATis applied in accordance with the billing address, and will therefore be correctly calculated when you specify same in your Account or when placing the Order.
4) Process your order
  • If you still haven’t done so, login. If you do not have an account, you can create it during the purchasing process.
  • Click on Your shopping cart and go to "Place order;".
  • Complete your billing details and delivery address.
  • Select the delivery method for your order
  • Select a payment method: Credit card, PayPal or Transfer.
  • You will receive an email with details of your order.
  • Once your order has left our premises, we will send you a tracking number so that you can track your package.
  • What is My Wish list for? To quickly find and place into your shopping cart the products you most frequently use, or those you don’t want to forget to buy in the future.
  • How do I put a product into My Wishlist? Click on the product details and then on the heart icon. Remember that you must have an account at Sublimet and be logged in.
  • How can I see My Wish list? Go to My Account > My Wishlist. Remember that you must be logged in to your account. You can also find it at the top of the web page.
  • How do I remove a product from my WishList? Go to My Wishlist and click on the cross you will see to the right of each product.

5.- Payments and security

  • Credit card: VISA, Mastercard, American Express (AMEX) and Dinners Club.
  • Debit card: VISA Electron, Maestro, 4B, Euro 6000 and Servired.
  • Bank transfer
  • PayPal

Payments with Credit/Debit cards or PayPal are almost immediate. Bank transfers can take hours or even days in being confirmed, although you can speed the process up by sending us the bank transfer confirmation by email. Currently, you can even make a bank transfer from a cashpoint and send a notification email to the recipient of the funds, this will also expedite processing of the order. Remember that orders will not leave our premises until payment has been confirmed.

  • Payments with Credit or Debit card do not incur any cost for the purchaser.
  • Payments made with PayPal bear a cost of 4% + 0,35€ on the purchase total.
  • Bank transfers tend to include bank commissions for the purchaser.

Once the payment has been made you will receive a confirmation email (at the email linked to your account!). If it does not arrive, check your spam folder.

Yes, the data is transmitted via encrypted SSL. For card payments, only SET transactions (Secure Electronic Transactions) will be accepted. To verify that the card adheres to the SET system, the system will contact with the issuing bank for the purchaser to authorise the purchase. When the bank confirms authenticity, the card will be duly charged. Failing this, the order will be cancelled. There is no risk of anyone using your card because we neither have access to nor save these details.

User bank details are not stored. When payment is being made, we will transfer you to the payment gateway of the bank itself, which is where the payment details are entered.

Our virtual POS terminal is that of Sabadell bank

6.- Prices and billing

No, the prices indicated in the shop do not include VAT or any other tax.

What VAT rate applies?

- National (Spain): Residents of Spain (apart from the Canary Islands) must pay VAT at 21%.

- EU: The corresponding taxes are charged unless a valid CIF/VAT number is added to your billing details.

- Remaining countries: In all other cases, we neither charge nor process the payment of any tax.

Exclusively in Euros. The exchange rate is determined by the entity issuing the credit card when charging the amount to the associated account.

In the event of needing an invoice for your order, you can download it from our website. In order to do so, follow this process:

  • Go to your account
  • Go to Order history and details in the left-hand menu
  • Click on "View order"
  • Click on Invoices
  • Right under the billing details you will see a link that says "Print invoice".
  • And that’s it!

Yes. Make sure that the billing details are in the name of your company.

No, the shopping cart estimate is set to a default for mainland Spain, but when it comes to processing the order or logging in to your Account, the taxes that correspond to each destination will be applied.

No, Customs at each destination will apply the corresponding duties, if applicable. The purchaser is responsible for paying these duties in order to collect the merchandise.

What is a CIF? It is a fiscal identification code, something like a registration number for companies and individuals. In the case of individuals, it is the same as the DNI (NIE for foreign residents).

Why is the CIF an obligatory field? The Law requires it to be indicated in all invoices, for both vendor and purchaser. This applies to all companies within the European Union.

Can the delivery address be a different country to the billing address?

Yes.


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