Envíos y Devoluciones

At ORIGINALPAELLA, we do everything possible to make our shipments with the lowest possible cost in time and money. That is why we have selected the most competitive carriers possible so that our application will choose the best carrier available. You simply need to indicate the destination country in your cart or shopping basket and we will automatically assign the best carrier according to the destination and weight of your order, and you will immediately see the shipping cost (always before payment). It’s that easy!

Shipping costs

Spain: For shipments within Spain, shipping costs and transit times are as follows:

	SPAIN (Mainland)
Orders under €70	€5.95
Orders over €70	FREE SHIPPING
Transit time	24-72 hours

Transit times refer to business days only (holidays and weekends are not included)

You can also collect your orders from our warehouse at Calle Mariano Aser 56 bajos, Burjassot, free of charge, you only need to select the "store pickup" option in your cart. Remember that you can type "go to original paella" into Google Maps and it will bring you directly to our facilities.

Free shipping applies exclusively to the purchase of products, excluding equipment rental from this promotion, since as a rental it must go to the destination and return to the origin. The shipping rate is specified on the product itself according to its weight and volume.

	Balearic Islands (Mallorca)	Canary Islands, Ceuta and Melilla
0-1 Kg	€9.95	Request a quote
1-5 Kg	€12.95
5-10 Kg	€16.95
10-20 Kg	€24.95
20-30 Kg	€32.95
30-40 Kg	€40.95
40-50 Kg	€49.95
50-60 Kg	€56.95
> 60 Kg	Calculated by the system
Time	2-4 days		6 days

Note: The Balearic Islands only include shipping to the main islands (Mallorca and Menorca). For the rest of the smaller islands, the Canary Islands, Ceuta and Melilla, please request a quote.

Our rates and delivery times in EUROPE:

	Portugal mainland	Germany, Italy, France, Austria, Luxembourg, Belgium, the Netherlands, Slovakia, Poland	Denmark, Czech Republic, Slovenia, Croatia, Hungary	Ireland, Latvia, Romania, Lithuania, Bulgaria, Greece, Estonia	Finland, Sweden	Switzerland and Norway, United Kingdom, Serbia
0-1 Kg	7.95 €	10.95 €	10.95 €	12.95 €	21.95 €	X
1-5 Kg	9.95 €	13.95 €	13.95 €	22.95 €	25.95 €	37.95 €
5-10 Kg	12.95 €	18.95 €	21.95 €	30.95 €	30.95 €	39.95 €
10-20 Kg	16.95 €	24.95 €	29.95 €	37.95 €	37.95 €	43.95 €
20-30 KG	21.95 €	34.95 €	41.95 €	42.95 €	42.95 €	49.95 €
30-40 KG	26.95 €	49.95 €	51.95 €	51.95 €	51.95 €	55.95 €
40-50 KG	32.95 €	59.95 €	59.95 €	59.95 €	59.95 €	64.95 €
50-60 KG	37.95 €	69.95 €	69.95 €	69.95 €	69.95 €	72.95 €
> 60 KG	Calculated by the system
Time	2 days	3-5 days	3-5 days / 4-6 (Croatia)	5-6 days	4-6 days	3-5 days

Additional information: Portugal, France, Italy, the United Kingdom and Greece mainland only. Possible delays due to customs clearance in Switzerland, Norway, the United Kingdom and Serbia

For shipments to the REST OF THE WORLD, our rates are:

	Canada, USA	United Arab Emirates, Chile, Brazil, Argentina	Philippines, Singapore, Australia, South Korea, China, Taiwan, Japan, Malaysia, Hong Kong
0-1 Kg	45.95 €	55.95 €	64.95 €
1-5 Kg	79.90 €	99.95 €	99.95 €
5-10 Kg	94.95 €	129.95 €	149.95 €
10-20 Kg	139.95 €	179.95 €	199.95 €
20-30 Kg	164.95 €	215.95 €	245.95 €
30-40 Kg	199.95 €	249.95 €	289.95 €
40-50 Kg	239.95 €	289.95 €	329.95 €
50-60 Kg	269.95 €	319.95 €	369.95 €
60-70 Kg	309.95 €	359.95 €	415.95 €
> 70 Kg	Request a quote
Time	5-8 days	5-8 days	5-8 days

If your country is not on the list or your order exceeds the weight limits, please contact us by chat, phone or through our contact form and we will inform you of the shipping costs as quickly as possible. 

For more information related to shipping to other international destinations, you can send us a message through our contact form and we will reply as soon as possible.

Shipping of ingredients

We announce that, due to Brexit in the United Kingdom, we cannot send any type of ingredients to the United Kingdom due to the new customs regulations for food products and ingredients.

Delivery times

Within mainland Spain, our shipping times are 24h/72h, excluding national or local holidays and weekends. For international shipments, delivery times vary depending on the destination between 3-8 business days. Check shipping times according to destination in the shipping costs table. Transit times always apply once the shipment has been dispatched.

If we receive your order before 12:00h (Monday to Friday) and all items are available, we will ship it that same afternoon.

During the month of August, due to staff holidays, shipments will be made from Monday to Thursday as the warehouse will remain closed on Fridays. For this reason, orders placed from Thursday at 14:00 onwards will be shipped on Monday. Due to the national holiday on August 15, no shipments will be made and the warehouse will remain closed.

Due to staff holidays, the warehouse will remain closed on December 24 and 31, and on December 25 and January 1 and 6 due to national holidays.

Exceptionally, it is possible that we may not have some product in stock, so delivery time may increase.

There are some products that are made to order (large paellas, natural gas burners and special international connections), in which case the product page indicates the feature “made-to-order product” and/or the approximate availability time, to which we must add the delivery time according to destination.

Store/facilities pickup

Once you have placed your order and selected the store pickup option, when your order is ready for collection, an email will be sent to your email address informing you that it is available for pickup.

You must wait until you receive this email, because if you have not received it, it is possible that the product is not in stock or not yet prepared if you come before receiving it. If you do not receive this email for a long period of time, please get in touch with the Original Paella team.

Order cancellation

You may cancel your order at no additional cost as long as the shipment has not yet been dispatched.

Upon receiving the order

If the order has been deteriorated, damaged or shows signs of damage on its own packaging during transport, you must state this on the carrier’s delivery note, indicating on the proof of delivery "pending inspection for concealed damage"; otherwise, we cannot process any claim. Notify us of the incident through our contact form or by email to originalpaella@originalpaella.com, attaching photos of the damaged parts, photos of the packaging and photos of the shipping label within 24h. In this way, the transport agency’s insurance will cover the product costs. Otherwise, originalpaella will not assume any direct or indirect responsibility for damages, defects or delays caused in the delivery of the product.

Returns policy

If you are not satisfied with the product, you have 14 calendar days (from receipt of the product) to return it. To do so, the product must keep its original unopened packaging and must not have been used, and you will also need to keep the original invoice. Once the product has been received and checked, originalpaella undertakes to refund the amount using the same payment method used to place the order, deducting the transport costs generated by it, with a minimum charge of 7 euros.

If the return is made because the product has a manufacturing defect, originalpaella will bear all transport costs incurred, as well as refund the amount of the product or replace it with another in perfect condition.

In the case of special products that are made to order (large paellas, industrial burners, etc.), we will not be able to accept returns unless the product is defective.

If your order has been deteriorated or damaged during transport, you must state this on the carrier’s delivery note; otherwise, we cannot process any claim. You must also notify us of the incident through our contact form, within 24h.

To proceed with a return, please contact us and we will inform you of the steps to follow for shipping.

Shipping of Products outside the European Union:

In the event that the Products must be delivered to a country outside the European Union, the total price indicated in the order and confirmed in the order confirmation does not include indirect taxes (if applicable) nor customs duties and other sales taxes, which the Consumer undertakes to pay (if applicable), in addition to the price indicated in the order and confirmed in the order confirmation, as provided by the laws of the country where the products will be delivered. The Consumer must consult the competent authorities of their country of residence or destination of the products in order to obtain information on the duties or taxes applicable in their country of residence or destination of the goods.

Taxes

All our products include VAT (Value Added Tax) whenever applicable.

Purchases made by VAT taxable persons (companies, entities, organizations...) residing in the European Union and holding an intra-community VAT number will be exempt from VAT payment, provided that the intra-community VAT or tax identification document is sent in advance to originalpaella@originalpaella.com so that we can verify its registration in the intra-community transactions register of their country.

Suggestions

We work every day to improve and meet your expectations. If you have suggestions, improvements, comments, questions, or would like to propose new challenges, you can send them to originalpaella@originalpaella.com or through our contact form. We look forward to hearing from you!