Shipping & Returns

At ORIGINALPAELLA, we do everything we can to make our shipments as cost-effective and fast as possible. That’s why we’ve selected the most competitive carriers available, so our system will automatically choose the best carrier for your order. Simply enter the destination country in your shopping cart, and we will automatically assign the best carrier based on the destination and weight of your order. You will immediately see the shipping cost (always before payment), it's that easy!

Shipping Costs

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

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

Transit times refer to business days (holidays and weekends are not counted).

You can also pick up your order at our warehouse located at Mariano Aser Street 56, Burjassot, free of charge—just select the "pick up in store" option in your cart. Remember, you can type "go to original paella" in Google Maps, and it will guide you to our location.

Free shipping applies exclusively to product purchases, excluding equipment rentals, which are considered leasing and will need to be sent to the destination and returned to the origin. The shipping cost is specified in the product based on 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: Balearic Islands only include shipments to the main islands (Mallorca and Menorca). For the other smaller islands, Canary Islands, Ceuta, and Melilla, please request a quote.

Our shipping rates and delivery times in EUROPE:

	Portugal Mainland	Germany, Italy, France, Austria, Luxembourg, Belgium, 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	X
5-10 Kg	€13.95	€20.95	€20.95	€27.95	€34.95	X
10-20 Kg	€18.95	€31.95	€31.95	€39.95	€45.95	X
20-30 Kg	€24.95	€40.95	€40.95	€49.95	€55.95	X
30-40 Kg	€30.95	€49.95	€49.95	€57.95	€65.95	X
40-50 Kg	€36.95	€57.95	€57.95	€65.95	€72.95	X
50-60 Kg	€42.95	€64.95	€64.95	€73.95	€81.95	X
> 60 Kg	Calculated by system	Calculated by system	Calculated by system	Calculated by system	Calculated by system	X
Time	2-3 days	3-4 days	3-4 days	3-5 days	4-6 days	X

Additional Information: Portugal, France, Italy, and Greece only mainland. Possible delays due to customs clearance in Switzerland, Norway, 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 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 via chat, phone, or through the contact form, and we will inform you of the shipping costs as soon as possible.

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

Ingredient Shipping

We announce that, due to Brexit, we are unable to ship any kind of ingredients to the United Kingdom because of new customs regulations for food products and ingredients.

Delivery Times

Within the peninsula, 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. Please check the shipping times according to the destination in the shipping cost table. Transit times apply once the shipment has been made.

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 be closed on Fridays. Therefore, orders placed after Thursday at 14h will be shipped on Monday. Due to a national holiday, shipments will not be made on August 15th, and the warehouse will be closed.

For staff rest, the warehouse will be closed on December 24th and 31st, and on December 25th, January 1st, and 6th due to national holidays.

Exceptionally, it is possible that we may be out of stock for some products, which may increase the delivery time.

Some products are made to order (large paellas, natural gas paella burners, and special international connections), in which case, the product page will indicate the characteristic “made to order” and/or the approximate availability time, to which the delivery time according to the destination should be added.

Store/Facility Pickup

Once you have placed your order and selected the option to pick it up at the store, you will receive an email once your order is ready for pickup, informing you of its availability.

You must wait to receive this email in your inbox because, if you haven’t received it, the product might not be in stock or prepared if you come before receiving it. If you don't receive this email after a long period of time, please get in touch with the Original Paella team.

Order Cancellation

You can cancel your order free of charge as long as the shipment has not yet been made.

Upon Receiving the Order

When receiving the package, upon signing the delivery receipt, write "pending inspection for hidden damages" if you notice any signs that the goods may be damaged. Otherwise, the carrier will be exempt from responsibility for any potential damage to the goods.

Return Policy

If the product does not meet your expectations, you have 14 days (from the receipt of the product) to return it. The product must remain in its original packaging without being tampered with and must not have been used. Additionally, you will need to keep the original invoice. Once the product has been received and checked, Original Paella commits to refunding the amount, subtracting the shipping costs.

If the return is due to a manufacturing defect, Original Paella will cover all transportation costs and will either refund the product amount or replace it with a new one in perfect condition.

For special products that are made to order (large paellas, industrial burners, etc.), we cannot accept returns unless the product is defective.

If your order was damaged during shipping, you must note it on the delivery receipt. Otherwise, we cannot handle any claims. Please inform us of the issue through our contact form, within 24 hours.

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

Shipping Products Outside the European Union:

If the products need to be delivered to a non-EU country, the total price indicated on the order and confirmed in the order confirmation does not include indirect taxes (if applicable) or customs duties and other sales taxes, which the Consumer agrees to pay (if applicable), in addition to the price indicated on the order and confirmed in the order confirmation, as required 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 the destination of the products for information on duties or taxes applied in their country of residence or destination of the goods.

Taxes

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

Purchases made by VAT taxpayers (companies, entities, organizations, etc.) residing in the European Union and equipped with an intra-community VAT number are exempt from VAT. The condition is essential that the intra-community VAT or CIF number document is sent to originalpaella@originalpaella.com to verify its registration in the intra-community operations register of their country.

Suggestions

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