Shipping policy
What are the shipping options available?
All our products are shipped via Standard Service within Spain. Europe will be launching soon. For shipments outside of the EU, please contact us direcly via email so we can make exceptional arrangements while we set up our worldwide service.
How long does it take for my order to arrive?
Delivery time varies depending on the location. Orders without special tailor-made frames are processed within 1-2 business days, and shipping time within Spain usually takes between 3 to 7 business days. Orders with framing service might take an extra week.
Therefore, the total delivery time from the moment your order is confirmed is between 5 to 9 days plus framing time if relevant, unless unforeseen external factors affect transportation (e.g., strikes, extreme weather conditions, etc.).
How much does shipping cost?
The shipping cost is calculated based on the weight and dimensions of the product, the destination and the shipping option chosen. You can see the total shipping cost before you checkout on the checkout page.
Shipping costs will change from time to time due to the variable cost of fuel, which is a surcharge from the carrier. Jalea de Luz does not pass this monthly variation on to the customer but it is normal to update these shipping rates 1 or 2 times a year.
How can I track my order?
Once your order is shipped, you will receive an email with a tracking number and a link to track your shipment.
Do you ship everywhere in Spain?
Yes, we ship to the Spanish mainland as well as to the Balearic Islands, Canary Islands, Ceuta and Melilla. Shipping costs are higher outside the Peninsula.
Do you ship internationally?
International shipping is not available yet but we will have it activated in a few weeks.
What is your return policy?
Due to the nature of the product sold: artworks, products CANNOT BE RETURNED as these are unique pieces that cannot be replaced. Of course, products can be returned if they are damaged during shipping. Please check our Returns Policy for more details.
How do I return a product?
To request a return, email our team and we will evaluate the situation on a case by case basis.
Return shipping costs are the responsibility of the customer, unless the product is defective.
Can I exchange an item instead of returning it?
To avoid artworks being damaged during transport back and forth we will make sure before you receive your goods that you are really happy with your purchase, so exchanges will not be necesssary. Please note that artworks are not like other products that can be replaced if damaged so each purchase follows a different validation process.
Please note that any return shipping costs will be the responsibility of the customer.
What do I do if I receive a faulty or incorrect item?
In the unlikely event that this happens, if you receive a faulty or incorrect item, please contact us immediately. We will be happy to resolve the problem.