Below are some of the most frequently asked questions. If you can't find what you are looking for, you can write to us at ibericos@montesano.es and we will try to answer you as soon as possible.
MY PURCHASE
Payment Methods
How can I pay for my purchases?
Currently you can pay by bank transfer, bank card (Mastercard or Visa), PayPal or using the Bizum mobile payment app.
If you choose to pay by bank transfer, you must indicate the order reference in the subject line of the transaction. We will start processing the order only when receipt of funds is confirmed.
Do I need to register to buy online?
Not necessarily, at the time of finalizing your purchase, you can finish with the "guest" mode, you will be asked for the essential data to be able to manage the payment and shipment.
If you prefer, in order to have a better after-sales management of your orders, you can register before starting the purchase process or once you are going to make the payment. This process will make it easier for you to track your order, request invoices or view your favourite products.
How do I know that I have placed my order correctly?
When you have made the payment of your purchase, a confirmation message will appear on the screen, along with the number of your order with a format like this: #ABCEDEFG, then you should receive an email with your confirmation with the order number. Likewise, when the order has been collected by the transport company, you will receive an email with the tracking number, so that you will always know where your order is.
What is the status of my order?
Being registered as a customer in our online shop, you can access the section, "My account" and know at all times the status of your order. Access the "My orders" section and one of the following statuses will be displayed:
- Payment accepted: We have successfully received your order and it will be processed as soon as possible.
- In preparation: We are preparing your order and it will be shipped shortly.
- Shipped: Your order has been shipped.
- Delivered: When the logistics operator has delivered your order.
- Incident: There is a problem with your order that requires action by either party.
- Cancelled: Your order has been cancelled. You can contact us by email, ibericos@montesano.es
- In transit/return: Your order has been collected from your home by the logistics operator and is on its way to the warehouse, to be checked and to proceed with the exchange or refund.
- Refunded: The order amount has been refunded using the same payment method initially used.
MODIFICATION OR CANCELLATION OF AN ORDER
Can I modify my order?
You cannot modify an order that has already been confirmed, you will need to cancel the order and re-process a new order. If you prefer, you can contact customer service for help with the process by emailing ibericos@montesano.es.
Can I cancel my order?
As long as your order is not in the "Shipped" status, you can cancel it by accessing the "MY ACCOUNT" section, and once there, select "MY ORDERS", locate the order number you want to cancel, and proceed with the cancellation.
SHIPMENTS AND COLLECTIONS
What are the shipping costs?
Shipping costs are automatically calculated before the order is confirmed, depending on the products chosen and the delivery address. There are also certain promotions that allow free shipping. For more information, please visit this page
Where can I receive my order?
You can receive your order at the address you provide during the checkout process. If your country is not listed when you save your delivery address, please check here to see if it is within the delivery zones we work with.
How long does it take for my order to arrive?
Orders are normally prepared the same day they are received or during the next working day and delivered to the courier the following day. The time in transit will depend on the delivery address and the transport option chosen.
Please note: Occasionally, transport operations may be affected by adverse weather conditions, in which case your order may be delayed for a day or so.
What do I have to do in case of delay or error in the received shipment?
A tracking of your order will always be available on our website or on the website of our logistic partner, so you will be able to know where your order is at any time.
The carrier will try to deliver your order within working days, but if they are unable to reach you, you will have to pick it up at the carrier's office where you are told that your package is located.
In the event of a shipping or delivery error, please contact us by email: ibericos@montesano.es as soon as possible, so that we can provide a quick and efficient solution.
SHIPPING AREAS
Where can you ship the products?
Check this page to find out which countries and regions we ship to. If you wish to consult another destination, you can contact us at ibericos@montesano.es, and we will inform you of the extra costs.
Order Tracking
When you place your order, you will receive a confirmation email with a tracking number. In the same email you will receive a link to the website of our logistics operator, with which you can check the status of your order at any time.
You can also check the status of your order in the "My orders" section of your user account.
The couriers do not contact you by telephone to notify you before delivery, but they may send you a text message to your mobile phone.
RETURNS
Can I return my order?
Of course! If you are not 100% satisfied with your purchase, you have 14 calendar days to send us the product you want to return. For hygienic and food safety reasons, we do not accept the return of used products or products whose packaging has been opened.
Is there any cost to return the product?
To return the products you can use our carrier or one of your choice. In the event that you prefer to send it by another means, it is important that it is by a certified means in order to be able to track it, and remember that it will always be at your expense. We do not accept freight collect returns. If you prefer to use our carrier, please contact us.
Remember that the product must not have been used and that it must be in its original packaging in perfect condition, and with the labels that the product had at the time it was sent.
Where and how can I return it?
You can manage the return in 3 ways:
Collection at the address you indicate.
The easiest way is to write to us at ibericos@montesano.es and we will tell you the steps to follow. This type of collection involves the cost of return transport, with an amount that varies depending on the distance. In order to speed up the return of the amount paid for the product, the cost of this return service will be deducted from the amount to be paid.
Return on your own account.
If you prefer, you can proceed on your own to send the product to the address or addresses indicated by our customer service team at ibericos@montesano.es, together with its original packaging and the code that you receive, with the shipping method that you prefer, the cost of shipping will always be charged to the customer. Returns will not be accepted for freight collect items.
Returns made with home collection, either by Correos or by another logistics operator, do not mean an implicit acceptance by IbericosMontesano.es of the merchandise, until the staff responsible for returns check the condition of the product in question, as it must be returned in the same condition in which it was delivered. In the event that the return is accepted, the amount of the purchase will be credited within 10 working days of receipt and in the same means of payment that was made, in the event that the return could not be accepted, we would contact you to let you know where you would have to pick up the product.
Returns due to defect or mistake:
By rule and company policy, we check all the merchandise before being sent, offering in this way, an optimal service and with guarantee to our clients, nevertheless, we are not exempt of that it can occur the case of defects consequence of the transport, or hidden, for this reason, in the case that there is some defective product* you will have to contact us via email, ibericos@montesano.es, within the 72 hours following the reception of the order, so that our department of attention to the client, can tell you how to proceed, giving you the best solution as soon as possible.
If the product you have received does not match the one confirmed in your original order, you must also contact us via email, ibericos@montesano.es, within 72 hours of receiving the order.
Ibéricos Montesano will pay for all the costs involved in collecting the product and the subsequent delivery of the new one.
The replacement of the product shall be made as soon as possible and, in any case, within 14 days from the date on which Ibéricos Montesano has sent an email to the customer with the confirmation of the return or replacement of the product.
In the event that the product cannot be replaced by an identical one, the amount paid will be refunded in full, including courier costs. Refunds will be made by the same means of payment used by the customer to make the purchase.
* If the article is defective, you must send photos of the defect within 72 hours of receiving the order.
How and when do I receive the refund?
Once we have received the package in our warehouses and checked that it meets all the conditions, we will refund you within a maximum period of 10 working days, the corresponding amount through the same payment method you have used.
INVOICES
Can I request an invoice?
Yes, it is important that when you pay for your order, you indicate if the invoice address is different from the shipping address, so that when the invoice is generated later, the data will be correct.
If you are not logged into your customer account, you must access it with your username and password in Ibéricos Montesano, go to "my account", then "My orders", there you can see all orders placed on our website, and next to each of them, an icon, which says invoice, click there and you will automatically download a PDF document with it.
Any change or return you make to the original order for which you have requested an invoice, implicitly involves the modification of that invoice with the generation of a corrective invoice, which will be generated automatically and will also be available in your account.
If you have made your purchase as a guest, in the confirmation email you receive, there will be an order tracking link, clicking on it, takes you to a page where you can also request your invoice. In any case, you can always contact us at ibericos@montesano.es.
DISCOUNT CODE
How do I apply a discount code?
If you have a discount code, you can redeem it during the payment process of your purchase, where you will find a box where you should enter the code provided for this purpose.