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FAQ

How can I place an order in Amazon.es?

Placing an order with Amazon.es is easy. There's no need to create an account first. You automatically create an account when you place your first order online.

Here are the steps you need to follow to place an order:


1. Visit Amazon.es and find the items you want
2. Add the items to your shopping basket (Cesta)
3. Proceed to checkout (Tramitar pedido)
4. Choose a delivery address and a delivery method
5. Amazon.es automatically receives the payment authorization
6. Amazon.es begin to prepare your order
7. Your payment card is charged for the total of your order
8. The carrier collects your order and delivers it to you
9. You can then enjoy your order

Note: We cannot accept orders by phone, fax, or e-mail. All orders must be placed online.

How can I find the products I want in Amazon.es?

First you will need to browse or search for the items you would like to order. Keyword search boxes are located on nearly every page of our store. You will also find links to browse lists and more detailed product-specific searches in the top navigation bar of each store. When you find an item that interests you, click the title or name of the item to see its product detail page. Here you will find more information about the item, including an availability estimate of how long it will take before the item will be ready to leave our fulfilment centre.

If you are not sure about the product you are looking for, you can select the desired category in the 'Todos los departamentos' drop-down menu located at the top of the Amazon.es main page. Once a category is selected, you will be able to define your search by product type, brand, manufacturer and seller.

The images of furniture and of any other item in our catalog that will need to be assembled might show the product already assembled. However it might be delivered without being assembled. Since Amazon does not offer any assembly service, unless otherwise stated, the product will be delivered unassembled and in its original packaging.

If you don't find what you're looking for in one of our Amazon.es stores, you may want to visit one of our international websites, including Amazon.co.jp, Amazon.ca, Amazon.com, Amazon.fr, Amazon.de, Amazon.it, Amazon.co.uk and Amazon.at.

How can I add my products to my shopping basket?

If you want to order an item from Amazon.es, click the "Añadir a la cesta" button on the item's product detail page. (If you want to buy the product from another seller, click the link in the "Más opciones de compra" box instead and follow the directions). Once you've added an item to your Shopping Basket, keep searching or browsing until your basket contains all of the items you want to order. You can access the contents of your Shopping Basket at any time by clicking on your basket (Cesta), at the top of every page of our website.

How do I need to enter my delivery address?

Tell us where you would like your order delivered. If it's being delivered to a post office box, please enter "AP" before your box number.

Remember to include the name of the street and the dwelling number, as well as the corresponding number of the flat, floor, unit or room. Moreover, please do not forget to include the postal code.

It is recommended that you include a phone number that you can be contacted on, as part of our delivery address. This will ensure that if there is any issue with the delivery, the carrier will be able to contact you.

How can I pay for my order?

We accept Visa, Visa Electron 4B, euro6000, MasterCard, American Express and international Maestro cards. You will be asked to enter your payment details at the check-out. You can also add your payment information through your account (Mi cuenta) without having to place an order.

Security is a priority at Amazon.es and we make every effort to ensure that our transaction process is safe and that your personal information is secure.

We do not accept other payment methods except for the ones aforementioned, including but not limited to: cheques, cash, promissory notes, standing orders, bank transfers, cash on delivery (COD) and purchase orders.

Note: Gift certificates purchased through Amazon.es can also be used as payment for your orders.

How can I use your promotional gift certificates?

We want to thank you for shopping with us by offering you a wide variety of promotional Gift certificates. To apply a promotional Gift certificate to an order:


1. Add all the items you wish to purchase to your basket by clicking on the button 'Añadir a la cesta' located on the right hand side of the products detail page
   Note: Promotional Gift certificates cannot be used with 1-click orders
2. Proceed to the check-out from within your basket (Cesta) by clicking on 'Tramitar pedido'
3. Select your delivery address and delivery method.
4. Choose your payment method (when needed) and insert the code of the promotional Gift certificate in the box 'Cheques regalo y Códigos promocionales'. Then click on 'Aplicar'
5. You will see the amount of the promotional Gift certificate deducted from the total of your purchase on the order confirmation page

How can I complete my order?

Confirm that all the information you have entered is correct and modify it if necessary. Then click on 'Finalizar pedido' to complete your order. Once you have placed your order, the following message showing your order number will appear on your screen, and a confirmation e-mail will be sent to you with all the details of your order.



In order to keep you informed, we will send you another e-mail once your items are shipped out.

Note: After you purchase a product from us for the first time, we will automatically activate 1-Click ordering for you.

How can I place my order with 1-click?

1-click is the quickest and easiest way to place your orders. We activate 1-click ordering for you after you purchase a product from us for the first time.

To place your order with 1-click:


• Find the product you wish to purchase and click on the button 'Comprar ya en 1-clic' on the left hand side of the product detail page
• Orders places with 1-click are sent to the address selected by default in your address book. This will be the address you entered when you placed your first order with Amazon.es
• You can change your 1-click default delivery address by clicking on the option 'Editar la configuración 1-Clic' within your account (Mi cuenta). Then click on 'Haz clic aquí' to make that address your 1-Click default one
  

How can I change my payment method?

You can edit, add or remove your payment methods in your account (Mi cuenta). Click on the option 'Editar o eliminar un método de pago' within the section named 'Pago'.

It is also possible to change your payment method within your orders as long as they have not entered the shipping process. You can view your opened orders in your account (Mi cuenta) by clicking on the option 'Ver pedidos en curso' within the section named 'Pedidos'.

You will be asked to sign into your account before being able to make your changes.

What is our 30-day returns guarantee?

At Amazon.es we want you to be delighted every time you shop with us. Occasionally though, we know you may want to return items. That's why under our 30-day returns guarantee, if for any reason you are unhappy with your purchase, you can return it to us in its original condition within 30 days of the date you received the item.

By law, customers in the European Union also have the right to withdraw from the purchase of an item within seven business days of the day after the date the item is delivered. This applies to all of our products except for digital items (eg: e-Books) where the item has been downloaded. We regret that we also cannot accept cancellations of contracts for the purchase of video, DVD, audio, video games, Sex and Sensuality products and software products where the item has been unsealed.

We can not accept the return of an item once 30 days have passed since it was received, unless it arrived damaged, or it is defective or incorrect.

Should Amazon.es send you a replacement, you will have to return the damaged, defective or incorrect item within 30 days since we confirm the replacement. If we do not receive your return within this period of item, Amazon.es reserves the right to charge the card you used for the purchase for the amount of that item.

How do I return something I ordered?

You can use our Online Returns Centre (Centro de devoluciones online) to obtain your return mailing label which your return instructions.

Each return mailing label is uniquely assigned to a specific return. To make sure you receive the correct refund, please don't include items from other orders or other deliveries in the same box. Every return must have a separate mailing label.

If you return something because of an error on our part or because it's damaged or defective, we'll refund the delivery charges incurred in sending the item to you and pay your costs of returning it to us (either by a personalised pre-paid return label or by refunding your return postage costs). We'll also refund the cost of giftwrapping and other services provided to you in connection with your purchase, where applicable.

Note: When returning items from the category Shoes and accessories, you will not be charged any return fees if you return the product from within Spain.

You will also have the chance to exchange your product for another in a different size or colour in our Online Returns Centre (Centro de devoluciones online). This option will only be available if the product meets certain criteria, it is not a gift order and if it comes in different sizes or colours such as jewellery, watches, shoes, etc.

We'll check all items returned as damaged or defective. In the event we find no fault, we reserve the right to re-charge you for the item/s and to recover our fees and expenses from you.

Note: We can only accept the return of Music, DVD & Video, PC & Video Games and Software if they are unopened, with seals intact.

When will I get my refund?

When you return an item, we will process it and refund it, and we will send you a confirmation e-mail. The vast majority of the refunds are issued to the original payment method, and it could take up to 3 weeks since the receipt of your return for the refund to be applied to your payment method.

However, in some cases, you can also choose to receive an instant refund by selection the option 'Reembolso instantáneo con Cheque regalo de Amazon.es' in the Online Returns Center (Centro de devoluciones online). Then the amount of the refund will be credited instantly to your Amazon.es Gift Certificate balance for use on your next order.

This will allow you to use your refund without waiting for your return to process. You will still need to return your items within 30 days. If we do not receive the item(s) after 30 days, we may charge the payment method that was used to place the initial order for the amount that you received for the refund.

You can track the status of your refund at the bottom of the order details in your account (Mi cuenta). Click on 'Mis pedidos' in your account and then on your order number. You will see the status of the refund within the 'Reembolsos' section.

What are your national and international shipping rates?

The following charts contain our national and international shipping rates.

Spain shipping rates

National deliveries - Mainland Spain and Balearic Islands (Inclusive of any applicable tax)
Delivery methods and times (business days)	Rates	Amazon Premium rates
3-5 business days standard delivery	2,99 EUR/shipment	FREE
2-3 business days delivery	5,99 EUR/shipment	FREE
1 business day delivery	8,99 EUR/shipment	2,99 EUR/product





National deliveries - Canary Islands, Ceuta and Melilla (Inclusive of any applicable tax)
Delivery methods and times (business days)	Rates	Amazon Premium rates
5-13 business days standard delivery	5,99 EUR/shipment	FREE


When possible, we will try to combine and send together in the same parcel some of your open orders. However, we'll never charge you more for delivery than the amount that was originally quoted to you at the time you placed the order.

Note:

• When you order shoes and accessories, or if your order only contains books and is over 19 ¤, you can enjoy free delivery by selecting the option 3-5 day standard delivery. Proportional delivery charges will be applied to any other type of item in your order. Bear in mind that this option is only available for items in the categories Books and Shoes and accessories directly sold by Amazon.es.
• If your order contains items that are eligible for free delivery as well as items in other categories, and you select the 3-5 day standard delivery option, the shipping costs will be calculated by dividing the delivery charges of 2.99 ¤ by the total number of items in your order, and the proportional part of the items that are eligible for free delivery will be deducted from the delivery charges.
• We do not offer free delivery on books or shoes and accessories in orders to the Canary Islands, Ceuta and Melilla with the 5-13 day standard delivery method.

International shipping rates

International shipping rates - Standard
Country	Delivery time (business days)	For all products except for electronics, toys, watches and small appliances. Inclusive of any applicable tax	For all electronics, toys, watches and small appliances. Inclusive of any applicable tax
Andorra, Austria, Belgium, Denmark, Finland, France, Germany , Gibraltar, Greece, Ireland, Iceland, Italy, Liechtenstein, Luxemburg, Monaco, Netherlands, Norway, Poland, Portugal, San Marino, Sweden Vatican and United Kingdom	2-10 business days	6,99 EUR per shipment	6,99 EUR per shipment + 0,59 EUR per kg
Bulgaria, Cyprus, Czech Republic, Estonia, Hungary, Latvia, Lithuania, Malta, Romania, Slovakia and Slovenia	3-10 business days	7,00 EUR per shipment + 5,00 EUR per kg	7,00 EUR per shipment + 5,00 EUR per kg
Switzerland	3-7 business days	6,99 EUR per shipment	These products cannot be sent to this country with this delivery method
Albania, Bosnia Herzegovina, Croatia, Montenegro and Serbia	8-10 business days	6,00 EUR per shipment	These products cannot be sent to these countries with this delivery method
Argentina, Bolivia, Brazil, Chile, Colombia, Costa Rica, Dominican Republic, Equator, El Salvador, Guatemala, Honduras, Mexico, Nicaragua, Panama, Paraguay, Peru, Puerto Rico, Uruguay and Venezuela	8-15 business days	8,00 EUR per shipment + 4,00 EUR per kg	These products cannot be sent to these countries with this delivery method
Japan and United States	10-12 business days	10,00 EUR per shipment + 7,00 EUR per kg	These products cannot be sent to these countries with this delivery method
Others	12-15 business days	20,00 EUR per shipment + 10,00 EUR per kg	These products cannot be sent to these countries with this delivery method


When possible, we will try to combine and send together in the same parcel some of your open orders. However, we'll never charge you more for delivery than the amount that was originally quoted to you at the time you placed the order.



International shipping rates - Express
Country	Delivery time (business days)	For all products except for electronics, toys, watches and small appliances. Inclusive of any applicable tax	For all electronics, toys, watches and small appliances. Inclusive of any applicable tax
Andorra, Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany , Gibraltar, Greece, Hungary, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxemburg, Malta, Monaco, Netherlands, Poland, Portugal, Romania, Slovenia, Sweden, and United Kingdom	1-2 business days	17,00 EUR per shipment + 5,00 EUR per kg	17,00 EUR per shipment + 5,00 EUR per kg
Albania, Bosnia Herzegovina, Croatia, Iceland, Montenegro, Norway and Serbia and Switzerland	1-4 business days	20,00 EUR per shipment	20,00 EUR per shipment
Argentina, Bolivia, Brazil, Chile, Colombia, Costa Rica, Dominican Republic, Equator, El Salvador, Guatemala, Honduras, Mexico, Nicaragua, Panama, Paraguay, Peru, Puerto Rico, Uruguay and Venezuela	3-4 business days	20,00 EUR per shipment + 4,00 EUR per kg	20,00 EUR per shipment + 4,00 EUR per kg
Japan and United States	1-5 business days	30,00 EUR per shipment + 7,00 EUR per kg	30,00 EUR per shipment + 7,00 EUR per kg
Others	2-6 business days	30,00 EUR per shipment + 10,00 EUR per kg	30,00 EUR per shipment + 10,00 EUR per kg


When possible, we will try to combine and send together in the same parcel some of your open orders. However, we'll never charge you more for delivery than the amount that was originally quoted to you at the time you placed the order.

Where is my order?

If you have placed an order recently and you have not received it, check if we have already sent it to you:


1. Click on your account (Mi cuenta) at the top right corner of the majority of our pages
2. Click on 'Ver pedidos en curso' (view open orders) and sign in using your e-mail address and password
3. The following page will show the details of your order




Where is my order?
Pendiente de envío (pending)	Envío próximamente (shipping soon)	Enviado (dispatched)
It means that we have not begun to prepare your order yet. You will be able to find the estimated delivery time next to each product in your order based on their availability and on the delivery method chosen.	It means that we are preparing your order and that it will be dispatched shortly, normally within 24 hours. It is not possible to make changes in your order at this stage.	It means we have already sent your parcel. You can check your estimated delivery time through your account (Mi cuenta). If you had not received your order by the estimate delivery time, please contact us.



If you cannot locate your order in your account (Mi cuenta), it is possible that you did not fully complete it. Thus, click on your basket (Cesta) on the right top corner of the majority of our pages to check if the items you want are still there.

Should this be the case, click on 'Tramitar pedido' (place your order) to be guided through the ordering process.

If you could not find your items in your basket either, it is possible that you placed your order in another account with a different e-mail address or different password.

What is 'My account'?

My account (Mi cuenta) is the place where you can view or modify all your orders, personal details, payment methods, etc. Your account is automatically created and configured once you place your first order and you can access it on the right top corner of the majority of the pages of our website.

If you have placed an order and has not been dispatched yet, you can use your account to:


• Cancel your order or products within your order
• Change your delivery and/or invoice address
• Change your payment method
• Select a different delivery option
• Modify the giftwrap options and the gift message
• Apply a Gift certificate (not a promotional Gift certificate)
• Split your order in several shipments
• Check if your order has been already sent

You can contact us if you need any assistance with your account of if you wish to close it.

What is Amazon Marketplace?

Amazon Marketplace is an Amazon platform which allows you to buy Brand new, second hand, collective and refurbished items from other sellers through our website.

If the product you are looking for is available through our Marketplace platform, you will be able to see the box 'Más opciones de compra' (more buying options) on the right hand side of the product detail page.

Once you have placed your order, we will send an e-mail to the seller of the product with the payment authorization and your delivery address. The seller will then dispatch your order within 2 business days and you will be able to check the status of your order through your account (Mi cuenta).

If you have not received your order by the estimated delivery time or need to contact the seller of your order, you can do it by following these steps:


1. Click on your account (Mi cuenta) on the right top corner of the majority of our pages
2. Click on 'Mis pedidos' (my orders) and sign in using your e-mail address and password
3. Find the order you need to query about and click on 'Contactar con el vendedor' (contact the seller) on the right hand side of the screen

Note: Bear in mind that some sellers might not offer support in English and that order shipping has been restricted temporarily to mainland Spain and the Balearic Islands.

What is the Amazon A-to-z Guarantee (Garantía de la A a la Z)?

We want you to buy with confidence anytime you purchase products on the Amazon.es website. That is why we guarantee purchases from third party sellers when payment is made via the Amazon.es website. The condition of the item you buy and its timely delivery are guaranteed under the Amazon A-to-z Guarantee (Garantía de la A a la Z).

You can file an Amazon.es claim under our A-to-z Guarantee if you purchased physical goods from a seller or merchant selling on the Amazon.es website (including the Amazon.es Marketplace platform).

To be able to submit a claim under our A-to-z Guarantee, one of the three conditions below must also apply:


1. You made payment to the seller through the Amazon.es website, but the seller failed to deliver the item within 3 calendar days from the maximum estimated delivery date for your order; or
2. You received the item, but the item was defective, damaged, or not the item depicted in the seller's description; or
3. You have returned the item to the seller under an agreement between you and the seller but the seller has not provided the agreed refund to you after receiving the item.

You must first contact the seller through your account (Mi cuenta) before filing a claim. Please allow three business days to give your seller a chance to address the issue. You can submit a Guarantee claim if the seller does not respond or if the issue is not addressed to your satisfaction by clicking on this button:

How can I contact Amazon.es?

If your question remains unanswered after having read the information in this page, you can contact us by e-mail, by phone, or through our chat.

Note: due to security and privacy reasons, we are not able to answer queries which are not sent from the e-mail address associated with the account, including relatives or gift recipients. Therefore, if you have recently changed your e-mail address, we recommend you to update your account information in order to be able to receive our correspondence.