Terms & Conditions

1- Contact

2- Shipping methods

3- Packaging & Gifts

4- Purchase and secure payment

5- Exchanges and returns

6- Care and repair guide

7- Terms and conditions

8- Legal & Cookies

Contact

Should you need any assistance, please get in touch.

Email us:
customerservice@utzella.com

Shipping methods

Deliveries are free of cost. Estimated delivery time by country/region:

Europe

Asia, Middle East

America, Oceania

Africa

Please note that any order made after 1pm (GMT +1) on Friday and throughout Saturday and Sunday will be dispatched for delivery on the Monday of the following week. Spanish national holidays, local public holidays in Madrid and bank holidays in the shipping destination countries can also lead to delays in deliveries.

Once your order has been dispatched, you will receive a tracking number and a direct link by email that will allow you to check the status of your order.

Deliveries will require a signature to ensure safe and secure delivery of your order.

Collect in store

We also offer the possibility to pick up your order in the selected store of your choice.

You will receive an email confirmation when your order is ready to be collected from the store. Please visit the selected store in within 15 days after this email is sent to collect your order.

To collect your order, you will need:

– Order confirmation email
– photo identification ID
– Authorization letter signed by the purchaser, in case the purcharser will not collect the order. Purchaser must make sure the authorized person is aware of all the required documents he will need to bring to be able to collect the order.

We will verify your identity for security reasons. The store reserves the right to verify the Card or method of payment used to place the order.

Your order will be available in-store for 15 days. If not collected, it will be sent back and your original method of payment will be refunded.

Packaging & Gifts

You will receive your order in our extraordinary packaging. Products are arranged in our signature bamboo gift box which you can use it in order to store so many things and also as decoration. The items will come protected by tissue paper and includes a card where the materials, care and history of that piece are explained.

Gifts

It is possible to include a Gift Message in the package, you can select this option at check out and write your personal message. There is no invoice with price included, only a delivery note in which the price is omitted will be included in the parcel, so that you can send your purchase as a gift directly.

Insurance

All UTZELLA goods remain the property and responsibility of UTZELLA until delivered to the specified delivery address and payment has been received. Items are insured against loss and accidental damage during delivery. In any case, this issue will need to be validated by the courier company. If, for any reason, your purchase is not delivered within eight (8) working days, please contact our Customer Service Department. Please notify us of this delay within 30 days from the estimated delivery date, so that we can deal with the incidence.

Should you wish to exchange or return your purchase from UTZELLA’s online store, you may do so in accordance with the terms set out in the Exchanges & Right of withdrawal, Returns.

Purchase and secure payment

To purchase an item from UTZELLA’s online store, simply select “Add to Shopping Bag” on the product page, and then click on the “Purchase” button to finalize your purchase. You will then be directed to our secure checkout area where you can choose a billing address (where we will send your invoice) and a delivery address (which may be different to the billing address) The final step is the Secure Payment, where you will be able to select from various payment methods.

In some cases, after pressing the ‘Purchase’ button, you may be directed to your bank’s webpage where you will be asked for an extra security password for payment with your credit card.

This is the 3D Secure Code, a security system which has been developed by your bank and which will ask you for your password to ensure your payment is secure. This password for online shopping with your card is personal to you and should be given to you by your bank. For further information, please contact your bank directly.

Once payment has been received and your order has been confirmed, your order will automatically be sent to UTZELLA for processing. Confirmation of your order means your acceptance of the whole Terms and Conditions of Sale through UTZELLA’s online store.

You will receive an email with the confirmation and details of your order.

The prices of UTZELLA products are shown in Euros, Pounds Sterling and US Dollars, Yens and the different local currencies of each country or region including taxes.

We reserve the right to change the prices of the products on the  www.utzella.com  website at any time and without prior notice. However, the prices that appear when the consumer makes a purchase will be considered valid.

Any data registered by the www.utzella.com website will serve as proof of the transactions carried out between UTZELLA and its customers. In the event of a dispute between UTZELLA and one of its customers about a transaction carried out through the www.utzella.com website, all the data registered by UTZELLA GROUP S.L will be considered as irrefutable proof of the transaction.

Stock availability

UTZELLA cannot be liable if stock is unavailable at any given time. In the case of an issue with ordered stock, UTZELLA will contact the customer within 48 hours after purchase to offer a solution.

Select your country/region

To ensure that the correct currency, payment methods and shipping conditions for your area are displayed, please select your country/region from the drop-down menu on the top left-hand corner of the www.utzella.com webpage.

Exchanges and returns

You may exchange the items purchased from UTZELLA’s online store within fifteen (15) days with the delivery note provided with every purchase, the order confirmation email or the official invoice of your online purchase. The item(s) must be in their original condition and with their original packaging and their corresponding accessories in order to be exchanged.

Any other product purchased from the UTZELLA online store which has been customized or is part of special pre-order collections, is not subject to the Exchanges and Return policy.

Returns

If you would like to Return an item or items purchased from the UTZELLA online store, you may do so within 15 working days following the date of delivery.

You will be refunded the amount paid for the item(s) within a maximum period of fifteen (15) days of receiving and approving the Return.

In accordance with applicable regulations, your legal right to withdrawal will not be applicable to orders for:

–          The supply of goods manufactured according to customer specifications or which are clearly personalised.

–          The supply of goods whose return is not suitable on health or hygiene grounds.

In the case of perfumes, the items must be returned in their original packaging, perfectly sealed and intact in order to garantee the correct hygienic conditions. Depreciation could also be considered in this case.

In the case of Books or Stationary, the items must be returned in their original packaging, perfectcly sealed and intact.

Costumer will pay for the delivery cost of returning the item(s) to our Central Warehouse. You can contact our Customer Service  at customerservice@utzella.com, and they will assist with the return. 

The article(s) must be in perfect condition, and returned in its/their original packaging, along with all the accessories.

UTZELLA will refund the amount paid (excluding any return delivery costs) to the card with which you made the payment. Only the original purchaser of the product(s) can request a return as the refund will be directly made to the card with which the payment was made. This process might take up to 15 days.

Any product ordered from the UTZELLA’s online store which has been customized cannot be returned or refunded.

UTZELLA will not be responsible or liable if any item(s) you wish to return to UTZELLA’s online store is lost, misdirected or delivered late. The customer must bear the risks of shipping their purchase.

In the event an item bought online is deemed faulty, UTZELLA reserves the right to either repair, replace or refund the item at no additional cost to the customer. UTZELLA will address non-conformities within a period of 2 years after the date of purchase. Customers and users will have a maximum period of 2 months to report the non-conformity to UTZELLA.

Care and repair guide

You will find an specific Care Guide by type of product on each product page.

To maintain and conserve your UTZELLA item in its best condition, avoid prolonged and direct exposure to sources of light and heat. We recommend storing the product in its original packaging. Avoid contact with water, oils, perfumes or cosmetics.

If you have any questions regarding our products and their upkeep, please contact us at customerservice@utzella.com.

UTZELLA respects international standards of protection and conservation of the environment in all its products.

After-sales service

UTZELLA’s Customer Service team will be pleased to assist you with any queries.

Terms and conditions

At the end of the ordering process, you will be requested to click on “Purchase” to confirm your purchase. Once your order has been confirmed, it will be processing. Your order cannot be modified or cancelled except in accordance with the Terms and Conditions of Sale or with the provisions set out by Spanish law. Confirmation of your order implies your acceptance of the whole Terms and Conditions of Sale. You will be sent an email with the details of your order.

Any data registered by the www.utzella.com website will serve as proof of the transactions carried out between UTZELLA GROUP S.L. and its customers.

In the event of a dispute between UTZELLA GROUP S.L. and one of its customers about a transaction carried out on the www.utzella.com website, the data registered by UTZELLA GROUP S.L.. will be considered as irrefutable proof of the transaction contained therein. On the effective date of delivery, the risks (in particular loss, theft or damage) relating to the Products Delivered will be passed on to you.

The sale of any product through UTZELLA’s Official online store is subject to these Terms and Conditions of Sale. The offeror is UTZELLA GROUP S.L. (henceforth “UTZELLA”) with headquarters at Avenida de los artesanos 16, despacho 9. Tres cantos, Madrid, Spain, included in the Madrid Commercial Register.

Orders to acquire UTZELLA products can only be made by natural persons and companies with no intention of resale. Any resale or distribution of UTZELLA products purchased from the www.utzella.com website is strictly forbidden.

Customer complaint forms can be obtained by emailing customerservice@utzella.com

UTZELLA may update these Terms and Conditions of Sale at any time. You may consult the most up-to-date version of the General Conditions of Sale at any time by clicking on the Customer Service link. To place an order through UTZELLA’s online store you must accept the Terms and Conditions of Sale in force at the time of placing the order.

Legal and cookies

Intellectual property

All the material within the www.utzella.com web site (drawings, designs, illustrations, photographs, sound tracks, written texts, logos, trademarks, etc) is the exclusive property of UTZELLA GROUP S.L. or any of its subsidiaries (henceforth “UTZELLA”). You may not reproduce, distribute, publish, transmit, create works deriving from or based on, modify or sell any of the contained material, either totally or partially, by any means or process (unless otherwise expressly stated in this document).

The ‘UTZELLA’ trademark, the logo, and the rest of the brands and logos related with UTZELLA, whether registered or not, that are displayed on the www.utzella.com web site, as well as the utzella.com domain name, are and will remain the exclusive property of UTZELLA GROUP S.L.. Any reproduction, distribution, transmittal, modification or use of these trademarks without the prior written consent from UTZELLA GROUP S.L. is forbidden.

You may not eliminate any reference to copyrights, trademarks or any other indication regarding intellectual property rights contained in the www.utzella.com web site, or any other content included therein. You may create copies of the web pages published in the www.utzella.com web site for private and personal use and not for profit or commercial use, as long as any copies of said web pages retain all copyright or proprietary notifications and the rest of the intellectual property notifications contained therein.

The UTZELLA GROUP S.L. web site, with headquarters in Avenida de los artesanos 16, despacho 9, Tres Cantos. 28760 Madrid, is original creative work protected by the laws of intellectual property protection. The web site, as well as all the elements therein, is the exclusive property of UTZELLA. Reproduction or representation, either totally or partially, of the web site or of any of the elements therein, as well as their modification, is strictly forbidden. UTZELLA has applied all reasonable means to ensure the information obtained in the web site is accurate. However, we make no guarantee about the accuracy, integrity and updating of said information. UTZELLA provides no warranty, either express or implied, regarding all or part of its web site. UTZELLA will not be liable under any circumstance for any direct or indirect damage, regardless of its nature, resulting from your use of the web site.

Applicable legislation, jurisdiction and controversies

These Terms and Conditions shall be governed by the legislation of Spain. Any cause of action that may arise will be brought in the appropriate court in the Madrid capital.

Both access to the web site and use of its contents are subject to the conditions set out in the Terms and Conditions of use of the UTZELLA web site.

Limitation of liability

UTZELLA GROUP S.L. does not guarantee or state that the www.UTZELLA.com web site is free of viruses, worms, Trojans or other types of destructive material.

Cookie policy

Cookies Settings

Cookie List

A cookie is a small piece of data (text file) that a website – when visited by a user – asks your browser to store on your device in order to remember information about you, such as your language preference or login information. Those cookies are set by us and called first-party cookies. We also use third-party cookies – which are cookies from a domain different than the domain of the website you are visiting – for our advertising and marketing efforts. More specifically, we use cookies and other tracking technologies for the following purposes:

Functional Cookies

These cookies enable the website to provide enhanced functionality and personalisation. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies then some or all of these services may not function properly.

Cookies are small text files that are sent to the user’s device by the web site. Cookies are stored in the device’s hard drive so that the web site can recognize the user and store certain information on him/her so as to allow or improve the service provided.

There are different types of cookies. Some are required to browse through the web site, whereas others are used for other purposes, such as guaranteeing internal security, performing system administration tasks and statistical analyses, studying what sections of the web site are most important for the users and providing a customized experience in the web site.

The Web Site uses cookies that do not run any program or load viruses on your device, so they cannot control it in any way. UTZELLA does not use cookies to obtain information about the device, to store information or to track the activities that are performed. This refers to both your device and to any other device used to access the Web Site.

Session cookies are temporarily stored in the device and are eliminated when the user closes the browser. If a user registers in the web site, UTZELLA may use cookies to collect personal data that allow the user to be identified in subsequent visits and that facilitate access and registration in the Web Site (for instance, storing his/her username and nationality) or browsing through the Web Site. UTZELLA also uses cookies for system administration purposes and to customize visits to the Web Site. The Web Site may contain links to other web sites.

UTZELLA has no access to or control over the cookies and other tracking technologies that are used in third party web sites that may be accessed through the Web Site, over the availability of any content and material published in or obtained through those web sites or over their handling of personal data. Therefore, UTZELLA expressly excludes any liability resulting from the above.

The user shall check the Privacy Policy in third party web sites that are accessed through the Web Site so as to learn about the conditions that apply regarding the handling of personal data, since this Privacy Policy is only applicable in this Web Site in accordance with the above indications.

Disabling cookies may limit the user’s capability of using this Web Site and prevent him/her from fully enjoying the features and services provided therein.

Access to the site implies the acceptance of UTZELLA’s use of cookies for the above-stated purposes. Users will have a clear and accessible way of withdrawing that authorization.

You can obtain more information about how to change your cookie configuration by selecting your browser and following the instructions provided.