Shipping/Delivery

DELIVERY

Our shipping options and prices are displayed during checkout.

If you order a large item or multiple items, then we will obtain a shipping quote for you. This will ensure the best delivery method is selected.  In addition if you require an item urgently we can request a quote for express shipping. However while we will do our best to get an item to you as soon as possible we cannot guarantee delivery dates once the item has left the studio. 

 

TAX AND IMPORT DUTY

The buyer and/or receiver is/are responsible for all tax and import fees or costs incurred for receipt of their items.

Please consult your country/region tax/import guidelines if you are in any doubt about these.

We are not responsible for any additional costs/fees/taxes.

 

DELIVERY TIMES

We will dispatch your order via the means chosen during checkout. Please note that some items are made

to order and so dispatch times will be longer. If an item is made to order please note the dispatch times

quoted. However, we will of course always do our best to get items dispatched sooner if possible.

 

RETURNS

Our products are made with much love and we want you to love them too. However, if for any reason you are not totally satisfied with your online purchase and wish to return it, please first send an email to us at tina@tinavaia.com and if we cannot resolve the issue, we will provide you with a return code.

Please return your item to us in original packaging and condition within 14 days of receipt.

When we have received your item you will be entitled to receive an exchange or a refund. Shipping costs are NOT refundable as they are paid to a third party shipping company.

We are unable to offer free returns and the costs of return shipping and must be covered by the customer.

We cannot take responsibility for items damaged or lost in transit and so any returned item should be appropriately insured. We recommend that you get proof of postage and/or a tracking number to follow your parcel.

Returns from outside Spain, must be marked clearly marked return, so as not to incur any customs charges. We are NOT LIABLE for any return costs charged by customs.

We can only accept returns on products that are unused and items can only be returned if they are in perfect condition and in the original packaging. Please ensure that products are packed well. We reserve the right to refuse any item which is not in a saleable condition.

All orders will be refunded within five working days of receipt of your return. Refunds may take up to 10 days to clear in your account. We are not responsible for any interest charges made by your credit card company or bank whilst waiting for returns to be refunded to your card.

 

FAULTY OR DAMAGED ITEMS

If your item is faulty or damaged, please contact tina@tinavaia.com. When emailing please include photographs of the damaged/faulty item, and a description of the fault. Please do not attempt to fix the item of your own accord or via a third party as this may affect your entitlement to a refund, compensation or reimbursement.

In the case of a damaged item please retain the original packaging, as we may need to make a claim with the shipping company. Photographs of the original packaging are also required. We are unable to make any insurance claims or refunds without the damaged packaging or photos of the damaged packaging.

All items must be checked upon receipt of delivery. If there are any breakages, defects or discrepancies please notify us within 48 hours at tina@tinavaia.com. We are unable to replace or refund items if we are not notified within this time.

NON-REFUNDABLE ITEMS

If you purchase “made to order”, bespoke items through the website or by telephone the order cannot be cancelled once it has been placed.

Gift vouchers: gift vouchers and e-vouchers are non-refundable.

If you have any questions regarding your return, please email tina@tinavaia.com.