FAQ

Which payment methods does bonnet à pompon accept?

Bonnet à Pompon offers you different payment methods:

Visa, Mastercard and American Express. Card payments are always made in euros.

Bonnet à Pompon also accepts payment through PayPal.

We do not accept payment on delivery.

Are card payments really secure?

Bonnet à Pompon takes a very serious approach to payment security and the confidentiality of all data it receives. Consequently, the website uses HTTPS and Stripe to perform payments securely, and guarantee that your bank data are encrypted while they circulate through the network, to make sure this data cannot be read.

Are taxes included?

Pursuant to the provisions of Article 68 of Law 37/1992 of 28 December on Value Added Tax, the delivery of items will be deemed to be located in the territory where Spanish VAT is applicable if the delivery address is in Spanish territory, except for the Canary Islands, Ceuta and Melilla.

The applicable VAT rate will be the one legally in force, from time to time, depending on the specific item involved. For orders where the delivery address is in the Canary Islands, Ceuta or Melilla, deliveries will be exempt from VAT, pursuant to the provisions of Article 21 of Law 37/1992, notwithstanding the application of taxes and duties pursuant to the legislation in force in each of these territories.

You are expressly authorising us to issue your invoice in electronic format, although you may, at any time, tell us that you wish to receive a paper invoice, in which event, we will send you an invoice in that format.

For purchases sent to the European Union, invoicing will be based on Spanish legislation, unless otherwise requested, by sending an email to invoice@bonnetapompon.com, providing the EU requirements.

For deliveries made outside the European Economic Community, invoicing will be based on Spanish legislation, unless otherwise requested, by sending an email to invoice@bonnetapompon.com. The VAT corresponding to the purchase will be deposited, following this request, within a maximum period of 7 days after the request has been processed.

Why has my payment been denied?

Firstly, make sure that your card details and the information you provided to Bonnet à Pompon (name, surname, etc.) are correct. Next, try again.

If your payment is still denied, please contact your bank to find out if any limit or bank protection is blocking payment authorisation. If the problem persists, please contact our customer services team.

Can I place an order by telephone?

We offer the option to place a completely secure order by telephone, with the assistance of our customer services team:

Spain: +34 91 435 06 58

Email contact: pedidos@bonnetapompon.com

Our representatives will be available from Monday to Friday, from 9:30 am to 7 pm, and Saturday, from 10 am to 3 pm, except on public holidays.

I have forgotten my username/password

It is very easy to recover your username: it is your email address. To find out your password, click on “My account” at the top of the homepage. On the log-in page, click “Forgot your password?” Click here”. We will send your password to your email address.

How do I change my account details?

Log in to your “My account” space using your email address and password, to change your account details.

How do I unsubscribe from the newsletter?

All you have to do is click on the link “If you no longer wish to receive our newsletter, click here”, located at the bottom of the newsletter.

Where is my cart containing my order?

Your cart is at the top of the homepage. When you click on “My cart”, you will immediately be shown a detailed summary of your order.

How do I add items to my cart?

Click on the items that you like and a description of the item will automatically appear. From there, you can choose between different options for size, colour and the number of items you want. Next, click on “Add” and your item will appear directly in your cart. You can continue with your order by logging in, or keep shopping on the website. You can access your cart whenever you want, by clicking at the top of the homepage.

How do I place my order?

You can place your order online 24 hours a day, every day of the week, or by telephone, by calling Customer Services on +34 91 435 06 58, Monday to Friday, from 10 am to 7 pm, and Saturday, from 10 am to 3 pm, except public holidays.

Which garment size should I choose?

Each product description will give you the option to view the customised size guide for each item.

How do I change or cancel an order that has already been placed?

It depends on the status of your order. You can get in touch with Customer Services, with your order number and product reference(s), through the contact form, by sending an email to pedidos@bonnetapompon.com, or by phoning +34 91 435 06 58, Monday to Friday, from 10 am to 7 pm, and Saturday, from 10 am to 3 pm, except public holidays.

How do I know that my order is being processed?

Once you have approved your order and made your secure payment, you will receive a confirmation email. This will contain a summary of the order and will tell you the type, quantity and price of the product(s) you have selected, the payment method used and the delivery address.

Can I see the details of my order?

You can see the details of your order, and those of your previous orders, in your account, in the “My orders” section. You can request invoices by sending an email to pedidos@bonnetapompon.com.

How do I use my promo code?

The first thing to do is to make sure your promo code is valid. Remember that these codes are valid only for the products specified on the www.bonnetapompon.com website. Each person can use a code only once and codes are non-refundable. You cannot use more than one code at a time. If you have a Bonnet à Pompon promo code, give it to us before you finalise your order, in the section that says, “Enter coupon code here”.

What are the delivery options?

There are different delivery options, with a range of fees:

·Same Day Madrid M-30: Delivery the same day, in Madrid, if you make your purchase before 2 pm, from Monday to Friday. * €5.95

·Next Day peninsular Spain: Delivery the next working day, if you make your purchase before 5:30 pm, from Monday to Friday. * €3.95 FREE (ORDERS OVER €100).

·SEUR Pick-up Points:(please contact customer services for more information).

*Same Day Madrid: except public holidays, Balearic Islands, Ceuta, Melilla and remote regions.

* Next Day: The delivery costs for the Canary Islands, Ceuta and Melilla are:

Standard fees:

-the delivery costs for the Canary Islands are €9.95;

-the delivery costs for the Balearic Islands are €5.95;

-the delivery costs for Ceuta and Melilla are €9.95.

In principle, orders sent before 11 am will be processed the same day. However, it may take longer to process and prepare an order. Depending on the items, it can take between 1 and 2 working days. As soon as your order is ready for dispatch, we will send you a confirmation email. From then, the delivery period will depend on the courier's delivery times.

What are the delivery times?

For deliveries in Spain, orders will be sent within 24 hours (not including the time needed to process and prepare the order). In the case of deliveries to the Canary Islands, Ceuta and Melilla, the delivery time will be a maximum of 72 hours.

For deliveries in Europe, orders will be sent within a time frame that oscillates between 2 and 7 working days (not including the time needed to process and prepare the order).

For deliveries to other countries, please contact our Customer Services department.

Once you have placed your order, you will receive an email confirmation. Furthermore, on the day of delivery, you will be sent an email/message telling you the time slot for you to receive your order (service valid for Europe).

How do I monitor my order?

In your online account, in the “My account” section, you can monitor the status of your order at all times, from preparation in our warehouses, until delivery at the address you have given us.

What happens if no one can receive the order at the delivery time?

If the customer should be out, our courier will send you an email to notify you of the attempt to deliver the order, and you will be able to respond to the transport company and organise a new delivery time.

If the customer cannot receive their order at the address originally provided, we will offer you the option to pick up your order at the SEUR centre closest to the delivery address. Once the stipulated 10 calendar days have passed, the order will be returned to Bonnet á Pompon’s official address.

Can I have my order gift wrapped?

If you would like your order gift wrapped, state this when finalising your purchase, in the section “Gift wrap”, at the end of the checkout process. You can also write a personalised message, which will be printed on a Bonnet à Pompon card, and which we will attach to the delivery.

How do I return an item online?

In the event that you should wish to return an order or specific item, you can organise your return in different ways:

-You can process your return through the dedicated page on our website, in the “My account” section. You will have to click on the link shown in the section and enter the requested information.

-You can also make your return by telephoning our customer services team. Telephone no. +34 91 435 06 58. Our representatives will be available from Monday to Friday, from 9:30 am to 7 pm, and Saturday, from 10 am to 3 pm, except on public holidays.

Once the return has been authorised by Bonnet à Pompon, our courier will come to collect your package the working day after the one on which you send us your collection request. The item you are returning must be correctly packaged, using the white bag included with your order. 24 hours after collection, the item will be deposited at the official address of Bonnet à Pompon, for the customer’s return to be checked and processed.

Within a maximum period of 10 to 15 working days following acceptance of your return, we will refund the amount of the returned goods. The refund will always be made using the same method as the one you used to pay.

The standard delivery cost for peninsular Spain is €3.95.

If you wish to exchange or return a product delivered in the Canary Islands, Ceuta or Melilla, please get in touch with us by phoning +34 91 435 06 58, to request collection:

-the return costs for peninsular Spain are €3.95;

-the return costs for the Canary Islands are €9.95;

-the return costs for the Balearic Islands are €5.95;

-the return costs for Ceuta/Melilla are €9.95.

Which items can be returned?

All products bought at Bonnet à Pompon can be returned, unless stated otherwise, for reasons of hygiene (socks, leotards, underwear, etc.). Products are to be returned intact, in as-new conditions for resale, in the packaging that was sent with the order. They must not have been used, or undergone even minimal deterioration, and they must be completely clean. Any products that are broken or incomplete cannot be returned and no refund will be given for them.

What is the time limit for making a return?

You have a legal limit of 7 days following receipt of the goods to inform us of your intention to return a product and the reason for that return. Once we have given you a return authorisation number, we should receive the goods within a maximum period of 15 days.

What happens once I have returned my items?

As soon as we receive your return and our services have approved it, you will receive confirmation of the return by email. Next, Bonnet à Pompon will make the refund using the same payment method as the one you used to make the purchase, within a maximum of 14 days, depending on your bank.

In the case of promotions, please check the returns conditions to see if any type of discount is applicable or if you are charged the amount of the discount.

How do I get in touch with customer services?

Bonnet à Pompon attempts to respond to all your questions as best we can, and as quickly and in as much detail as possible, through our FAQs.

However, if you would like to get in touch with our customer services team, we are here to help:

- fill in the form in the “Contact” section and we will get back to you as quickly as possible. We will phone you if you give us your telephone number;

- send an email to contacto@bonnetapompon.com;

- Call us from Monday to Friday, except public holidays, from 10 am to 6 pm, on +34 91 435 06 58, and Saturday from 10 am to 3 pm.

Where can I read the general conditions of sale?

The Purchasing conditions are available to you directly in the footer of the homepage on the website www.bonnetapompon.com. If you ask us, we can also send them to you by email.

How can I tell you my suggestions or comments?

You can send us your suggestions and comments by getting in touch with us via our email address: contacto@bonnetapompon.com