Help Center

In our Help Center section you can resolve any questions that may arise when buying at Susana Requena, shipping and returning, registering as a user and much more. ¡All you need to know in Help Center!

Register

Registering is very easy!

Click here, or click on the “Registration” link that you will see in the upper right part of the screen, enter your information (name, email, password and zip code).

To finish, you must confirm your registration through the email that we will send you and …

 Ready!

WELCOME!

You can make your purchases on the website without having to register in advance. To do this, you can use our search engine and add all your products to the basket.

After completing your purchase, you must fill out a form with your personal information and the address where you wish to receive your purchase. We recommend you include the telephone number to contact you if necessary.  

Select the desired form of payment, confirm it and your purchase will be finished! Your order will have been made successfully!

Once you have accessed your user account, your name will appear in the text above and you will find your information as a customer and what you can do. Also the panel on the left contains all the sections that you can see as a client:

Desktop: From the desktop of your account you can view your recent orders, manage your billing and shipping addresses and edit your password and account details.

Orders: You will find your most recent orders.

Addresses: Information about shipping addresses.

Account details: Your personal information, email preferences and password changes.

In this “ADDRESSES” tab you will find all the personal information that you wish to provide. Your email, name, contact number (preferably mobile) and a complete address so that our messenger can make the delivery of your order or locate you if necessary.

You can modify any of the fields whenever you wish to: your email, phone, address or password … You only have to edit it and click on Save address.

Where can I see my orders?

In the Orders tab, you will find all the information about your orders: purchase date, order number, amount, product (s), status (in process, en route …), tracking code of our messenger (to have your order located at any time through here or from the web of the posting company).

We are very sorry you want to leave us … But as you well know, you have the right to be able to choose! If you want us to delete your account permanently, we just need you to send us an email to hola@susanarequena.com indicating your request and we will manage it.

Be careful! Once the total withdrawal of your user has been processed, you will not be able to access your purchase history.

See you later!

Purchase Information

To finalize your order, it is necessary that the payment is made online. Therefore, we give you all the facilities and the greatest confidence.

You can make your purchases through bank transfer or Paypal.

We do our best to provide price accuracy and other product information that is displayed on our website, but sometimes errors occur. In such cases, we expressly reserve the right not to accept the price errors found on this website when accepting an order online.

If an error occurs, we will notify you and cancel the order. Any authorized payment for that order will be reimbursed immediately. If you find an error once your order is delivered, please contact our customer service team or check our return policy.

Click on a product photo or product name to see some more detailed information. To place your order, choose the specification you want and enter the amount, and click on ‘Buy now’.

Enter the required information, such as delivery address, type of quantity, etc. Before clicking on “Place order”, carefully check the details of your order. If you want to add a new delivery address, click on “Add a new address”. If you want to edit a current delivery address, click on ‘Edit this address’. After confirming your order, you will be automatically directed to the payment page.

Our expenses are structured in two ways:

1- Fixed shipping costs in Spain: € 6 and Europe: € 12 (max. 1,5 kg), € 24 (max. 2 kg), others weights ask for information at hola@susanarequena.com

2- Free shipping from € 100 for each purchase.

3- For outside Europe check rates at hola@susanarequena.com

To be able to exchange your promotional code, make the purchase process as usual and at the top, there is a section named “Do you have a coupon?; there you can apply the code before making the payment. Enter the digits and click on “Apply coupon.”

The discount will be applied, in percentage, to the value of each of the products in the basket and you will see it reflected in the total amount of your order.

You can also apply the promotional code on the “Cart” page, where you will find all the orders before paying and you can apply the code to update the prices with the promotional discount.

What are the conditions of the promotional codes?

All promotional codes or coupons have a validity and a minimal expense. For example: Coupon of € 5, valid from 01/01/2017 to 31/01/2017 for a minimum purchase of € 35.

It is not worth cheating. If this function is abused, the coupons may be withdrawn and the user account closed.

So do not be naughty!

Shipping and Returns

Depending on the items you buy at Susana Requena and the location to which the items will be delivered, different shipping methods will be available. At the end of the purchase, the cost will be applied or not.

Shipping areas:

• Spain.

• Europe.

• For other destinations consult delivery time and prices.

Of course you can! The law allows you to return your entire order or part of it. You have 15 business days from the moment of purchase to request cancellation.

Send an email to the address hola@susanarequena.com, specifying the reasons for the cancellation and attaching the invoice and payment receipt. We will process the payment of the amount paid in the shortest possible time and using the same payment method that you used for the purchase.

You have 15 business days, from the moment of receipt of your order to process the return.

Send an email to the address hola@susanarequena.com, specifying the reasons for the return and attaching the invoice and payment receipt. We will process the payment of the amount paid in the shortest possible time and using the same payment method that you used for the purchase.

A messenger will go to pick up the product in 24-48 hours at the indicated address. It is important that you package the product well so that it does not deteriorate.

Please remember the product must be in perfect condition and in its original packaging; in exchange we will not charge you anything to return it!

Once your order has been sent, you will receive an email with your tracking and shipping information. Simply click on the link in the email or select the “order tracking” option here and enter your order number and email address or log in to your account.

We are very fast!

Since you make your purchase, we prepare and ship your order, the delivery time is 2 to 5 business days in Peninsula and Balearic Islands if there is stock of the product you have purchased.

If you find yourself absent at the time of delivery, our messenger will try to contact you by phone and make a second delivery attempt.

If it is not possible to make the delivery, you will receive a notification at your home indicating the details of the nearest offices where we will keep your order for 15 days.

If there is no stock, we will tell you before making the purchase the time of realization of the product and its shipment

For the rest of Europe, the delivery time is between 7-12 days. For other destinations consult delivery time and prices.

- Help Center Support -

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