Terms & Conditions.

Welcome to the maisongracen.com website. By accessing this website, you agree to these terms and conditions. If you do not agree to them, you may not use this website and should leave it immediately.

The following terms and conditions apply to all purchases made on www.maisongracen.com

1 GENERAL INFORMATION

This website is provided by: Marta Granados Centeno
Company name: Maison Gracen
VAT registration number:
Registered office address: 

Please do not hesitate to contact Maison Gracen’s Customer Care:

  • Email: martagranadoscenteno@gmail.com

  • Phone:

2 IMPORTANT NOTICE

Before placing an order please read through these Terms.

These terms apply when you purchase an item from this website. The Terms may be updated from time to time (for example to reflect changes in technology, our business model, our system capacity, or relevant laws and regulations), and we therefore ask you to accept the Terms and Conditions every time you shop with us. Any reference to "you" or "your" means you as a user of this website, any reference to "we", "us" or "our" means Maison Gracen.

If you do not accept these Terms, you cannot order or purchase products on this website.

You have the right to withdraw from this contract without giving any reason within 14 days after the date on which you or a third party other than the carrier received the item.

2.1 PLACING AN ORDER

The online shop is open 24 hours a day but may be closed due to maintenance services. To the extent possible, we try to perform such maintenance services during the night Central European Time.

An order placed on a Spanish public holiday or during the weekend will be processed on the following business day.

2.2 Delivery address

We can only process your order if the delivery address is a residential address or a business address in the area we deliver to. We do not deliver to PO boxes.

Among other things, we reserve the right to cancel the contract of purchase in one of the following situations, without being liable for compensation or other costs:

  • Your payment details are incorrect or cannot be verified

  • Your order is placed with the purpose of committing fraud etc. or placed in connection with a criminal offense or other unlawful activities

  • There is an inadvertent error on this website, such as a payment error or the like

Contracts can only be concluded on this website. We do not process orders made in letters or faxes.

2.3 ORDER VALIDITY

Before submitting the order, you have the option of changing the information that you have provided including payment information or delivery and billing information.

When you click "Complete order", enter your payment information and the receipt appears on your screen you are bound by the contract of purchase.

If you experience any problems or made a mistake while placing your order, please contact our Customer Care, that is open Monday-Friday 9 am to 5 pm.

Your order has been confirmed when you receive a confirmation email from Maison Gracen

After the conclusion of the contract, the provisions on withdrawal apply, see below.

2.4 ACCESS TO THE CONTRACT

You will receive a confirmation of the content of the contract by email. We store concluded contracts, including the order confirmation, for a reasonable amount of time, and we recommend that you save this information as well; they may not necessarily be available on this website subsequently. Please read more under "Order tracking and view history".

2.5 MEASURES AGAINST FRAUD

In order to protect you and our other customers from fraud and maintain a high level of security for online purchases, we may carry out verification checks. The verification check may comprise the data that you send when ordering, including your address and payment information.

 3 MEANS OF PAYMENT

We accept the following means of payment:

  • Paypal

  • Bizum

We do not accept other methods of payment.

3.1 CVV (CREDIT CARD VERIFICATION NUMBER)

If you choose to pay by credit card, you will be asked to enter the card's security code. You will find the three-digit security code on the back of your credit card, usually on the right side of the credit/debit card's back. The security code is necessary for the payment to be processed and for maintaining a high level of security. There may also be other similar safeguards.

3.2 PAYMENT PROCEDURE

Once your order leaves our warehouse, your payment will be debited on the selected payment service. In some cases, we might reserve the order amount from your money account, but if the order is to be cancelled, your money will be released back to you.

4 DELIVERY AND PRICES

We ship globally from our warehouse in Spain with DHL/FedEx or UPS shipping carriers. . All orders sent outside of Spain are delivered duties unpaid, and all import taxes, duties, and customs fees, as well as compliance with the laws and regulations of the destination country, are the customer's responsibility. Payment is usually collected at time of delivery. We suggest checking in with your local customs office to calculate those. This policy is effective from September 13th, 2023, 11 am CEST.

4.1 DELIVERY

We deliver to the EU within 1-3 business days.

If you order several items and one or more are out of stock, we will partially ship the products available and inform you via email about the delivery window of the remaining products.

We will not be held responsible for any delay or failure to comply with its obligations under these conditions if the delay or failure arises from any cause which is beyond our reasonable control such as if a package is lost by one of our carriers. This condition does not affect your statutory rights.
If the package is not picked up and any kind off fee is added, you are responsible for the extra cost and will be charged all costs and expenses associated with the return shipment. This includes freight charges, any extra payments, duties, taxes, return charges, any additional fees, etc.
Please note that the risk of loss of or damage to the products passes to you after delivery. If the package appears to be damaged or ripped open, you should refuse to receive the products. If you wish to complain about any lack of conformity, you are required to give notice to us. Please read more under "Non-conforming products and incorrect products".
We reserve the right to change the prices and are not responsible for any printing errors.

4.2 CURRENCY

The prices on the website are shown in EUR only. Your card will be charged in EUR.

4.3 ORDER TRACKING AND VIEW HISTORY

When you place an order on our website, you will receive a tracking number and link in a separate email to track your order via one of our courier’s websites. Please always contact Customer Care if you have questions regarding the status of your order.

5 RETURNS AND CANCELLATION

In your box you’ll find a return label and a return form that shall be used for returning an item. The return form can also be found here.
The withdrawal period will expire 30 days after the date on which you or a third party other than the carrier received the item.

All items shall be returned to:

Maison Gracen
ATT: Marta Granados
AÑADIR DIRECCIÓN
280XX Madrid, SPAIN

 

The below are the steps to follow if you are to return an item:

  1. Return Form. Find the return form that you received with your parcel.

  2. Fill out the return form and remember to write what you are returning and tick whether you wish to return or exchange your item.

  3. Book your collection. Contact your local DHL office.

  4. Pack the items. Pack your return item(s) using the original packing provided. Shoes must be returned in their original box, inside another solid carton box.

  5. Label the package. Attach one pre-paid  label securely to the box, ensuring the previous delivery label is covered.

  6. Complete the pick-up. Upon collection, hand the second label to the DHL driver. Please leave your package open so it can be presented to the driver for checking along with your customer invoice. Once checked, please make sure you seal the package securely.

5.1 REFUND

To prevent fraud, we are only able to refund the amount to the credit card that was used to place the order. We are entitled to retain the refund until we have received the items or proof of return of the items has been presented to us whichever is the earlier.

6 NON-CONFORMING PRODUCTS AND INCORRECT PRODUCTS

If your products are non-conforming or we have delivered the incorrect products, please contact our Customer Care. You are not responsible for costs associated with the return of non-conforming or incorrect products. If you notice the non-conformity or we have delivered incorrect products at the time of delivery, you should refuse to receive the products.

In case of non-conforming or incorrect products, you can choose between the following options:

  • Return the products with a shipping label provided by Customer Care and receive a refund of the purchase price when we have processed the returned products,

  • Return the products with a shipping label provided by Customer Care and receive similar products when we have processed the returned products, provided we can supply an equivalent, or

  • Keep the products and if the value of the products is less than the originally ordered products you will receive a discount for the difference in price.

When contacting Customer Care you will be asked to provide the order number, and to describe what is wrong with the products including a picture with a file size under 1 megabyte.

7 OTHER MATTERS

We do our best to update our website and to ensure that prices, offers, descriptions and other information concerning the products are correct. Typographical errors and errors in prices, offers, descriptions and other information concerning the products may occur, and sometimes we discover that the prices on goods are incorrect.

7.2 FORCE MAJEURE

We are not responsible for delays or failure to meet our obligations in relation to these Terms and Conditions, if the delay or the non-compliance is due to events beyond our control.

7.3 THE COMPLETENESS OF THE CONTRACT

These Terms and Conditions constitute the complete terms of the contract between us.

 7.4 INVALIDITY

If one or more of the provisions in the Terms and Conditions are declared fully or partially invalid, the remaining provisions still apply.

7.5 ASSIGNMENT

We are entitled to assign our rights and obligations under the contract with you to third parties. The standard of the service you receive will not be impaired by the assignment. We will notify you of such possible assignment. By accepting these Terms and Conditions you consent to any such future assignment. At the same time, you agree that from the time when we have given you notification of the assignment, your rights may be claimed only against the third party in question.

 7.6 PRIVACY POLICY

We treat your personal data confidentially. Please read our Privacy Policy that explains how we use the personal data that you provide in connection with the ordering procedure, and your use of this website in general.

7.7 RIGHT TO COMPLAIN

In case you wish to complain about products purchased from us, please contact our Customer Care.

You may also use the European Commission online complaints register when submitting your complaint. This is particularly relevant if you are a consumer residing in another EU country. You may submit the complaint by using the following link:
https://ec.europa.eu/info/about-european-commission/contact/problems-and-complaints/how-make-complaint-eu-level/submit-complaint_en
When submitting the complaint, you must state our email address: martagranadoscenteno@gmail.com

7.8 CHOICE OF LAW AND JURISDICTION

Any contracts concluded between us using these Terms and Conditions are governed by Spanish law. Any dispute which may arise in connection with our contract, including its existence or validity, must be brought before a competent court in Spain. As a consumer you may bring proceedings against us in the courts for the place where you are domiciled.

8 CONTACTING US

If you would like some help when ordering, have a query about your order or to provide us with feedback on our service, please call or email at: XXXXXX