Delivery Policies

 

Order Management

Purchase Products and order confirmation

Users buying products through the Website do so by following the procedure in the "Order Form" section.

The Company will send the user an email, within twenty-four (24) hours of receipt of the formal order by the user, which is an email acknowledgment and confirmation of the purchase. The order and, therefore, the contract shall be formalized upon receipt of payment of the price set by the Company.

Payment for Products

At the time of payment of the final price plus the shipping cost of the purchased products through the Website an email is sent to the User by the Company with an acknowledgment and confirmation of the purchase.

The corresponding proof of purchase will be available in "My account/My orders."

The User must pay by credit card or debit card Visa, MasterCard, 4B, American Express, Visa Electron and / or other similar cards, through the PayPal system or by bank transfer.

The User shall notify the Company via the email info@theorangecut.com of any abuse or fraudulent charges on the card used for purchases on the Website, in the shortest time possible, in order to allow the Company to take the appropriate actions.

The Company has the highest security measures available commercially in the sector. Also, the payment process works over a secure server using SSL (Secure Socket Layer). The secure server establishes a connection so that the information transmitted is encrypted using 128-bit algorithms, which ensures that it is only intelligible to the user's computer and the Website. Thus, using the SSL protocol ensures:

(I) That the user is submitting their data to the central server of the Company and not to any other.

(II) That between the User and Business center server data is transmitted encrypted, avoiding any possible access or use by third parties.

Likewise, the Company states that they do not have access or store sensitive data concerning the means of payment used by the User. Only the payment processing entity has access to this data and to the administration of payments and receipts. Once the sale is completed, an electronic document in which the contract is detailed can be found in the "My Account: Order History and details ".

The Company in order to ensure the safety of its users and the transactions that they make though the Website reserves the right to request information, confirmations and/or documents from users after having made one or more purchases through the Website, by telephone or e-mail to the number provided by the user, in order to confirm that the User made or authorized such purchase(s) and / or to ensure that the delivery or return of an item has been successful. The Company may make various checks on the identity of the user, or request: (a) a confirmation and authorization in writing signed by the User responsible for the purchase(s), and (b) copy of official User identification with photograph to confirm their identity. The Company is obligated to safeguard such information and documents with the highest available security measures, in terms of the Spanish “Ley de Protección de Datos de Carácter Personal“ in force.

If the user does not answer favorably or deliver to the Company the documents and information requested within seven (7) calendar days from the date of the call or of the sent email, the transaction(s) detail(s) in such communication and the order(s) concerned will be canceled automatically, without further notice or liability to the Company for security of the User, and the Company will proceed with automatic refund of the amount paid by the user for the purchase(s).

This procedure is for the safety of the Users of the Company and therefore, the User, by accepting these Conditions of sale, agrees to undergo the procedure of detecting possible fraudulent transactions referred to above, without liability to the Company, and authorize the Company to use the information and documents provided for future transactions that are performed by the same User.

 

Order Delivery

(I)  Place of delivery

The Company agrees to deliver the product in perfect condition to the address specified by the User, except PO Boxes, either if you chose delivery to residential address, which must fall within the Territory, or collected at the shop, in Barcelona (Spain). However, for some products that include more than one piece, i.e. mostly knife blocks and cutlery, the Company will send a message to the user to ask for permission to open the product, introduce additional protection for transport and verify that it includes all parts specified in the Product description before sending it. If the user does not give this authorization to the Company, the Company is not responsible for the conditions in which the product is delivered and in case of return, the User shall bear the shipping costs. If the user chooses delivery to a residential address and to optimize the delivery process, the given address must be an address where delivery can be made during normal business hours.

The Company shall not be liable for errors or damages caused by delivery when delivery addresses entered by the user do not fit the place of delivery desired by him/her.

The Company may attempt to deliver the same order by multiple deliveries of different dates.

Alternatively, the User can select pickup at the shop as a delivery method. In these cases, the Company will send an email to the user notifying the date on which the order will be available in the office.

The product will be available to the User in office for fourteen (14) calendar days from the date indicated in the email and/or phone. If the User does not collect the Product after that period, the total amount shall automatically be refunded minus 20€ handling fee, and the item becomes available for re-sale.

At the time of delivery of the order, the user must show personal ID to the carrier, sign the delivery note and request a copy from the carrier.

 

(II)  Delivery

Under normal conditions, if the Company has the product in stock, shipping is done on the same day or next day depending on the time of purchase. Delivery time of the Product depends on the country of destination and shipping option chosen, among the different options and carriers offered by the Company.

If the Company does not have the product in stock, a new order to the local supplier is immediately placed. Typically, in a maximum 10-day period the Company is in a position to ship the product. If the Company cannot receive the product within this time-frame, an email is sent to the user informing him/her of the delay.

If the local supplier does not have the item in stock, the Company will inform the User of this event and will attempt to communicate a delivery date, provided that the local provider is able to give a date.

If the local provider does not provide a delivery date, the Company will provide a) alternatives to the Product purchased and b) the option of a full refund of the amount paid.

The Company does not deliver on Saturday, Sunday, or local holidays.

The Company will inform the user, by sending an email, of the shipping of the order, the contact details of the shipping company that will perform the delivery and a tracking number.

The delivery is considered complete at the moment the product has been handed to the User at the place of delivery indicated by him, according to information from the shipping company, or when the User collects the Product at the shop.

The liability of the Products (including loss, damage or theft) will be transmitted to the user at the time the order has been delivered in accordance with these Conditions of Sale.

 

Order cancellation, extension, and order returns

Users may cancel orders or extend orders accepted and confirmed by the Company provided that stock is available.

Order cancellations or extensions will not be accepted: if (I) the brand/product is no longer in stock (II) the order has already been sent. If the User wishes to cancel an order in these cases, it shall be returned, as indicated below.

The cost of extending an order is specified for each particular case.

In case of return, there will be a maximum of seven (7) business days after delivery of the item.

After the seven (7) business days, the Company will not accept returns for withdrawal.

Product returns that the Company deems to have been misused will not be accepted.

To make a return, the user must send an email to info@theorangecut.com attaching a copy of the delivery note and indicating the reason for return. If applicable, the Company will respond to the request with the shipping address and return authorization number. Once the return is authorized the following requirements must be met in order to become effective:

1) The Product must be in the same condition as delivered and shall retain the instructions, documentation, accessories, original packaging and labeling.

2) The return to the Company must be made using the same box used in delivery or in a similar format to ensure the return of the Products in good condition and properly safeguarded.

3) A copy of the purchase order, the authorization document previously provided and the delivery note of the Products should be included within the package, itemizing the returned Products and the reason for return.

Shipping costs must be paid by the User unless the Company agrees otherwise. The pickup address must be the same as delivery. The Company is not responsible for any incident that may arise in the shipping process, for example customs formalities. In these cases, the responsibility lies on the user.

Once products are received, the Company will notify the user and check the adequacy of the returned Product and will reserve the right to refuse refund if it detects that the products purchased and returned are incomplete or mismatched or if the return was not performed in accordance with the Conditions of Sale.

Partial returns of an order will result in partial refund.

The Company will manage the refund by using the same payment system used by the user to purchase the Products, within forty-eight (48) hours after the arrival of the returned items. The refund of the price in the User account or credit card depends on the card and the bank. The application deadline for the return of the price will be up to seven (7) calendar days for debit cards and up to thirty (30) calendar days for credit cards. The Company will not return shipping costs paid by the User unless the Company agrees otherwise.

 

Warranty of the Products acquired

The products have the legal warranty period of two (2) years from the date of delivery and in accordance with the applicable regulations. The User must inform the Company of the lack of conformity within two (2) months after he has knowledge of it.

The warranty offered corresponds to that established in the Spanish Royal Decree 1 /2007, of 16 November, approving the revised text of the General Law for the Defense of Consumers and Users.

The warranty does not cover defects caused by neglect, beatings, use or misuse, unsuitable voltage, electrical accidents, installation and / or use not in accordance with the instructions or not carried out by authorized service where appropriate. Excluded from warranty are products modified or repaired by the user or any other person not authorized by the manufacturer or supplier.

The User shall not be entitled to exercise the guarantee of products and therefore the warranty does not apply:

a) If some of the details of the warranty provided, or proof of purchase of the Products are modified, altered or replaced.

b) If the identification number or the product is handled or repaired without the knowledge and authorization of the service or the issuer of the product.

c) If there is no proof of purchase of the Products to make use of the warranty, it is essential to retain the Product receipt.

In the event that the manufacturer gives additional commercial guarantees for its exercise, the retention of these documents is required.

 

Carriers:

We use the following carriers to deliver our orders:

  • FedEx
  • TNT
  • UPS
  • MRW

 

Shipping Rates

The rate charged for the shipping of your order is based on the weight of your products, the total price and your location. Before the final checkout page you will be shown what the cost of shipping will be, and you will have a chance to cancel your order. Check shipping rates for different zones and weights at the table below. European Union countries have an additional 21% VAT.