Question 1

How do I place an order?

Accepted Answer

Simply browse our catalog, add items to your cart, and proceed to checkout. You can check out as a guest or create an account for faster future purchases. Once you confirm your order and payment, you will receive an email confirmation with your order details.

Question 2

What payment methods do you accept?

Accepted Answer

We accept Visa, Mastercard, and American Express through our secure Stripe payment gateway. We also offer bank transfer and cash on delivery (COD) in select regions. All transactions are encrypted and PCI DSS Level 1 certified.

Question 3

Can I modify or cancel my order after placing it?

Accepted Answer

Yes, as long as your order has not been dispatched yet. Contact us at support@cuevaslab.es as soon as possible with your order number. Once a shipment is on its way, you can still return the item under our 14-day return policy.

Question 4

Is my payment information secure?

Accepted Answer

Absolutely. All payments are processed by Stripe, a PCI DSS Level 1 certified payment processor. We never store your credit card details on our servers. The entire checkout process is protected by HTTPS encryption.

Question 5

Can I pay in installments?

Accepted Answer

We do not currently offer installment payment plans. However, depending on your card issuer, you may be able to split the payment through your bank's own installment programs. We are evaluating adding buy-now-pay-later options in the future.

Question 6

How long does shipping take?

Accepted Answer

Standard shipping typically takes 3 to 7 business days depending on your location within the EU. Express shipping is available for most destinations and delivers within 1 to 3 business days. You will receive a tracking number once your order ships.

Question 7

Do you ship internationally?

Accepted Answer

We currently ship to all 27 EU member states. We do not ship outside the European Union at this time. We are working on expanding to additional markets in the future.

Question 8

How can I track my order?

Accepted Answer

Once your order is dispatched, you will receive an email with a tracking number and a link to the carrier's tracking page. You can also check your order status in your account dashboard if you created an account during checkout.

Question 9

Is there free shipping?

Accepted Answer

Yes, we offer free standard shipping on all orders. Express shipping is available starting from 4.99 EUR depending on the destination and package weight.

Question 10

Do you deliver to islands and remote areas?

Accepted Answer

Yes, we deliver to islands and remote areas within EU member states, including the Canary Islands, Balearic Islands, Azores, Madeira, and French overseas territories. Delivery times may be slightly longer for these locations.

Question 11

What is your return policy?

Accepted Answer

You have 14 calendar days from the date of delivery to return any item, no questions asked, in accordance with EU Directive 2011/83/EU. Items must be returned in their original condition and packaging. Once we receive and inspect the return, we will process your refund.

Question 12

How do I start a return?

Accepted Answer

Contact us at support@cuevaslab.es with your order number and the reason for return. We will send you a prepaid return label and instructions. Simply pack the item securely and drop it off at the designated shipping point.

Question 13

How long does it take to receive my refund?

Accepted Answer

Once we receive your returned item, we inspect it within 2 business days. After approval, refunds are processed within 14 days to your original payment method. Please note that your bank may take an additional 3 to 5 business days to reflect the credit.

Question 14

Do products come with a warranty?

Accepted Answer

Yes. All products are covered by the EU legal guarantee of conformity for a minimum of 2 years under Directive 2019/771. This covers manufacturing defects and issues with conformity. Visit our Warranty page for full details.

Question 15

What if I receive the wrong item?

Accepted Answer

If you receive an item different from what you ordered, contact us immediately at support@cuevaslab.es. We will arrange a free return pickup and send you the correct item as quickly as possible, or issue a full refund if you prefer.

Question 16

What if my product arrives damaged?

Accepted Answer

If your product arrives damaged, please take photos of the packaging and the product, then contact us at support@cuevaslab.es within 48 hours. We will arrange a replacement or full refund at no cost to you.

Question 17

Do I need an account to place an order?

Accepted Answer

No, you can check out as a guest. However, creating an account gives you benefits like order tracking, saved addresses, faster checkout, and order history. You can create an account at any time.

Question 18

How do I reset my password?

Accepted Answer

Click 'Forgot password' on the login page and enter your email address. We will send you a link to reset your password. If you do not receive the email within a few minutes, check your spam folder or contact us for assistance.

Question 19

How do you handle my personal data?

Accepted Answer

We take your privacy seriously. We collect only the data necessary to process your orders and improve your experience. Your data is protected under GDPR and Spanish data protection laws. Read our full Privacy Policy for detailed information.

Question 20

Can I change the email address on my account?

Accepted Answer

Yes. Log into your account, go to your profile settings, and update your email address. You will need to verify the new email address before the change takes effect.

Question 21

What does the warranty cover?

Accepted Answer

The 2-year EU legal guarantee covers manufacturing defects and lack of conformity -- for example, if the product does not match its description, does not function as expected, or breaks under normal use. It does not cover damage from misuse, accidents, or unauthorized modifications.

Question 22

What if a product is out of stock?

Accepted Answer

If a product is currently out of stock, you can contact us to ask about restocking timelines. We update our inventory regularly. Popular items are typically restocked within 1 to 2 weeks.

Question 23

Are product images accurate?

Accepted Answer

We strive to display product images as accurately as possible. However, colors may vary slightly depending on your screen settings. Product specifications listed on each page are always accurate and up to date.

Question 24

Do you have a physical store?

Accepted Answer

No, CuevasLab is an online-only store. This allows us to keep costs low and offer competitive prices across all 27 EU markets. You can browse and purchase everything through our website at shop.cuevaslab.es.

Question 25

Do you offer gift cards?

Accepted Answer

We do not offer gift cards at this time, but it is a feature we are considering for the future. In the meantime, you can always purchase an item and have it shipped directly to the recipient.

Question 26

How can I contact customer support?

Accepted Answer

You can reach us by email at support@cuevaslab.es or by phone at +34 900 123 456. Our support team is available Monday through Friday, 9:00 to 18:00 CET. We aim to respond to all inquiries within 24 hours.

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