Frequent questions
- I need help. Can I speak to someone at the keto store to ask you something about a product?
Whenever you need it. Our Customer Service team will be happy to assist you.
By email to info@tiendaketo.es
By phone/ wsp at 685782068
By RRSS (Facebook, Instagram or Messenger)
In case it helps, here are the most frequently asked questions:
- How much does shipping cost?
Shipping is free to the Iberian Peninsula and the Canary Islands if your purchase is over €45. Shipping is €4.95 if your purchase is over €45.
If you purchase from the Balearic Islands, shipping is €11, but it's free if you spend more than €85.
- Where do you ship to?
We ship to all of mainland Spain, the Balearic Islands, and the Canary Islands.
- Do you ship products to the Canary Islands?
Yes, we ship to the Canary Islands if you purchase from canariasprime.com.
- Do you ship internationally?
Not yet. From our online store, we ship to any address in mainland Spain, the Balearic Islands, and the Canary Islands.
If you want us to send an order to another country, Contact our Customer Service team for more information.
- Have I placed my order correctly?
Sometimes order confirmation emails go directly to your SPAM folder. If you haven't received an order acceptance email in your inbox, please check your spam folder.
The fastest way to verify If your order is placed correctly, go to the "Log in" tab in the online store. There, enter your details, and all your order information will appear.
- In what cases can products be returned?
If the packaging arrives broken, please let us know by email at info@tiendaketo.es . We'll ask for a photo and begin the refund process. Once we receive it, we'll refund the amount you paid for the product within 48 hours.
- How long does it take for the product to arrive?
Generally, the delivery time for your order to an address in Peninsular Spain and the Balearic Islands is 1 to 4 business days from the moment of purchase. In the Canary Islands, we have a delivery period of 21 business days.
If you place your order before 2:00 PM, we'll prepare it that same day and ship the next business day . Once it's ready, the approximate transit time is 1 to 4 business days. You'll receive an email with a tracking number and the current status of your order.
You can place an express order, to receive it within 24-48 hours, at a cost of €9.90.
- My order has already been shipped, but I haven't received it.
He delivery time to receive an order from the moment it has left our facilities is 1 to 4 business days for mainland Spain and the Balearic Islands . You can track the status of your order using the shipping reference found on the "Login" tab in the online store. Enter your details there, and all your order information will appear.
If there is any problem with the shipment of your order, please, Contact our Customer Service team so we can help you.
- What do I do if I received the wrong product or something is missing from my order?
We carefully prepare each of the orders so that you receive it without any errors and just as you ordered.
Still, if when you open your order you see that something doesn't match the purchase invoice, we apologize! And please, Please contact our Customer Service team so we can resolve the issue as quickly as possible. To review your order invoice, you'll find it in your order confirmation email or in your account.
If you're missing a product, we'll refund you for the product you paid for that didn't arrive.
- Can I return the products I have ordered?
You can always return your products within 14 days of receiving them. We'll refund the order amount and ask you to send it back to our address. Shipping costs are the customer's responsibility.
