1. Order Processing Time

• All retail orders are processed within 1–2 Spanish business days (Lunes–Viernes, excluding Spanish national holidays and EU bank holidays) after payment confirmation and order verification.
• All wholesale orders are processed within 2–3 Spanish business days (additional time for prepack assembly and documentation).
• Delicate Packaging / Embalaje Delicado: All handcrafted beaded jewellery, DIY kits and wholesale prepacks are packaged in protective branded pouches/boxes, acid-free tissue paper, bubble wrap and rigid cardboard cartons—custom hand-packaging to prevent damage (e.g., bead breakage, kit component loss, wholesale item scratches) during transit, included in standard processing time.
• Weekend/holiday orders are processed on the next Spanish business day. Processing time is separate from shipping transit time—delivery estimates start only after your order is shipped and a tracking number is provided.
• Pre-order items: Processing time is stated on the product page (typically 3–5 Spanish business days for retail; 5–7 for wholesale); we will notify you of the estimated shipping date via email (in Spanish/English).

2. Shipping Methods & Delivery Estimates

3. Shipping Costs & Fees

• Shipping costs are calculated automatically at checkout and are based on your shipping zone, order weight, order type (retail/wholesale) and product type (delicate jewellery vs. prepacks)—no hidden fees (sin costos ocultos).
• Free Shipping Promotions / Promociones de Envío Gratuito:
  • Spain (España): Free Correos Express shipping for retail orders with a subtotal of €50 or more; wholesale orders may qualify for free shipping per promotional terms (stated on prepack pages).
  • EU: Free DHL Parcel EU shipping for retail orders with a subtotal of €100 or more.
   
• No Hidden Packaging Fees: All custom protective packaging costs for our delicate jewellery/DIY kits/wholesale prepacks are included in the shipping rate—we do not charge additional handling fees.
• International Customs Fees: For non-EU international orders, the customer is solely responsible for all local customs duties, import taxes and brokerage fees—these fees are not included in our shipping costs and are collected by your local courier/customs office upon delivery (compliant with Spanish/EU export laws). We cannot estimate or pay these fees on your behalf.
• All shipping costs, fees and surcharges are non-refundable, unless the order is canceled by us (e.g., product unavailability) or the item is faulty/incorrect due to our direct error (per EU/Spanish law).

4. Shipping Address Accuracy

• Delays, lost shipments, misdeliveries or returned packages caused by incorrect/incomplete address information—especially critical for international orders and rural Spanish addresses.
• Additional fees charged by the carrier/courier for address correction, redelivery or rerouting of packages.
• Lost or stolen packages due to “leave at door” instructions (we recommend signature confirmation for high-value orders ≥€150).

5. Order Tracking & Notifications

• A shipping confirmation email (email de confirmación de envío) (containing a unique tracking number and direct carrier/courier link) is sent to the email address you provided at checkout as soon as your order is shipped.
• The email also includes care instructions (instrucciones de cuidado) for your handcrafted jewellery/DIY kits/wholesale prepacks (e.g., how to store beaded bracelets, care for paper beads) in Spanish and English.
• Tracking information may take 24–48 hours to update on the carrier/courier’s website (due to processing and scanning delays, especially for international shipments).
• If you do not receive a shipping confirmation within 3 Spanish business days of placing your order (or the estimated pre-order ship date), please check your spam/junk email folder first (shipping emails are often filtered), then contact our customer service team for assistance.

6. Risk of Loss & Title Transfer

7. Lost, Stolen or Damaged Shipments

7.1 Damaged Products (In Transit)

• Your full order number (and wholesale account number, if applicable).
• Clear, high-resolution photos of the damaged product, original packaging (inside and out), and the shipping label/courier documentation.
• A brief description of the damage (e.g., “Aniah Paper Bead Bracelet Set – broken bead / Set de Pulseras de Perlas de Papel Aniah – perla rota”).

7.2 Lost/Stolen Shipments

• Marked as Delivered but Not Received: If the carrier/courier marks your order as “delivered” but you have not received it, we are not liable for stolen shipments—you must file a theft report with your local police department and contact the carrier/courier for a delivery investigation (we will provide carrier contact information, packaging proof and full claim support for your order).
• In Transit for Excessive Time: If your order is marked as “in transit” for more than 10 business days beyond the estimated delivery date (and is not marked as delivered), please contact us immediately—we will assist you in filing a lost shipment claim with the carrier/courier. If the carrier/courier approves the claim, we will offer a full refund or free replacement (if available) at your sole discretion.

8. Order Cancellations & Changes

• We accept order cancellations and changes (e.g., product additions, address corrections) only if the order is unprocessed/unshipped. To cancel/change an order, email us at service@fytnj.com with the subject line: Cancellation/Change Request – [Your Order Number] / Solicitud de Cancelación/Cambio – [Tu Número de Pedido] and include the requested changes. Wholesale order changes require additional verification.
• Once packaging for a delicate piece (e.g., beaded bracelet, DIY kit, wholesale prepack) has begun, the order cannot be canceled—this is to avoid waste of custom protective packaging materials and ensure we can fulfill other orders for limited-edition pieces/prepacks.
• Once an order has been shipped, we cannot cancel, change or reroute it—you must follow our Return & Refund Policy for returns/exchanges (if the product is eligible for return).
• Canceled unprocessed orders will receive a full refund (including product price, VAT, shipping fees and any other charges) within 3–5 Spanish business days of cancellation confirmation.

9. Shipping Restrictions

• We ship to all valid physical addresses worldwide (PO Boxes are accepted for Spanish/EU orders only; international orders require a physical address – carrier/courier restriction for delicate items/prepacks).
• High-value orders (≥€150) require signature confirmation (confirmación de firma) at delivery (for all shipping zones)—the carrier/courier will not leave the package without a physical signature to prevent theft.
• All international shipments comply with Spanish/EU export laws and include a commercial invoice (customs documentation) with the correct product description and value—this is required for customs clearance in your country. Wholesale shipments may include additional export documentation (e.g., certificate of origin) upon request.

10. Contact Us

• Email: service@fytnj.com (response within 24 Spanish business hours – urgent for damaged product claims)
• Mailing Address: Trabajo de marino, Maestro Amado 98 Casa, 11690 Olvera, Cádiz, España (Spain)