Frequent questions

What are the payment options?

Any purchase of our online shop can be paid by credit / debit card, Paypal or Cash on delivery.

My payment card shows an error and I can´t finalize the payment even though I have enough funds.

The major part of denied transactions is caused by the limits of the debit/credit cards. Please, check it with your bank to increase the daily, weekly or monthly limit. The second most common failure is to try to make the payment with a very old or outdated browser. The bank payment gateways require an updated browser to keep your data safe at any moment. Try to make the purchase from another, more updated browser.

Is it safe to use my payment card information to place my order?

Muñecas Paola Reina doesn´t have access to your banking information at any time. Once you enter the payment process, you will be redirected to PayPal’s secure payment gateway (either your Paypal account or your secure gateway to pay with a card and your data is totally invisible to us.) Once the payment is made, it is The bank who gives us instant confirmation that the payment has been processed correctly.

How long it takes for my purchase to arrive?

Orders will be processed and sent within a period of between 5 and 7 working days.

Do the products have a Spanish guarantee?

Yes, 100%. All the products we sell are produced by Muñecas Paola S.L. and comply with the Spanish legislations regarding guarantee issue.

If I receive a wrong purchase, who should I contact to?

In this case you should contact us directly, because if the product has imperfections, we will replace it for a new one without having to pay any shipping costs.

Who do I contact if I need to use the guarantee?

In this case, you should contact us directly. Along with the product, we deliver all the warranty documentation, but in any case, you can always ask us for help in the process.

Can I return my purchase if the product is in perfect condition, but have I changed my mind?

Yes, of course. Moreover, you are in your legal right (right of withdrawal in online purchases) The only thing that we will verify, is that the product is in perfect condition to return it for sale.

How much time frame I have for returns?

The term is 14 calendar days.

What is the return policy?

When you want to return any of the items you must contact our Customer Service. We remind you that in order to return an item, you must do so within 14 days from receipt of the product at the customer’s address

How will I receive my refund?

The refund will be made in the same way as the initial payment..

In case of receiving an item with any imperfection, what do I have to do?

If you have received an item with some imperfection, first we apologize for that. In this case you should contact us directly, because if the product has any imperfection, we will exchange it for a new one without having to pay any shipping costs.

More information on the treatment of complaints.