Frequently Asked Questions

This section attempts to provide answers to questions that often arise at different stages of the order:

To place an order, just follow these simple steps:

1. All you have to do is Create an account o Log in with your customer account. Optionally, you can place an order by logging in as a Guest.

2. Add the products you want to the shopping cart.

3. Enter your billing and shipping details and choose your payment method.

Yes, all published prices include VAT. By default on the website, the prices including VAT are shown as estimated for Spain. It will be in the payment process where the VAT corresponding to each country will be reflected.

Most of the products have a flat shipping rate, that is, regardless of the number of items, the cost will be the same: 11,90 € to mainland Spain and 19,90 € to the Balearic Islands. The shipping cost to Portugal is 13,90 €. If the order total exceeds 300 € (VAT not included), shipping is free only for these areas. For the rest of the areas visit the page shipping costs.

These rates exclude Ceuta, Melilla, Canary Islands, Madeira and Azores. If you want to place an order to these places, you must Contact directly with us.

More information about the shipping costs.

ProDos aims to guarantee the availability of all products that are published on www.prodos.es. However, in the event that any product ordered is not available or if the product is out of stock, the customer will be informed within 72 hours of placing the order.

Before placing your order, please check the estimated delivery time shown in the individual item details.

In the event of unavailability of all or part of the order, and the rejection of the replacement products by the customer, the refund will be paid within a maximum period of 72 hours.

ProDos offers you the following forms of payment:

1. By credit or debit card.

2. By bank transfer.

3. By Bizum (only customers with Spanish bank accounts).

The delivery time will depend on the availability of each product, which is indicated in all the published articles, we invite you to know the details about the delivery times in each product sheet.

The transport companies we work with make deliveries from Monday to Friday from 8am to 7pm, except for public holidays, whether they are local in each town where the delivery is made or national. In addition, these transport companies usually send an email to your email informing you of the approximate date and time of delivery.

You can contact the transport company that will deliver your order to coordinate delivery. We recommend that you provide an address (e.g. work address) where there is someone to whom the package can be delivered.

The shipment of the products purchased will only be made when the user has made full payment and this has been received. Until then, the purchase will not be considered completed.
 
In any case, once the order has been shipped, we will send you an e-mail from the online platform to the address you provided.

An order will be considered delivered when the delivery receipt is signed by the customer. From then on, the customer will have 72 hours to check the integrity of all the components of the order and that it includes everything that should be included in the products included. After these 72 hours the shipment will be considered accepted and no claims will be accepted for defects or faults with the shipment.

Once the order has been shipped it cannot be cancelled. For products manufactured to order, it will not be possible to cancel an order once production has begun. The only accepted way to request the cancellation of the order will be by email, where we will inform you of its status and whether it is possible to cancel it.

The invoice is sent automatically to the email address you provided during the purchase process 24/48 hours after we send your purchase. In any case, if you wish, you can Contact Please contact us to send a copy.

If you receive a product damaged in transit, please contact us via our contact form. Contact indicating the order number and the problem, as well as a photograph of the damaged packaging, a photograph of the damaged product and a photograph of the transport label. In this way, we will be able to complain to the transport company. Once the incident has been received, it will be processed in order to provide the most efficient solution in each case.

Remember that an order will be considered delivered when the delivery receipt is signed by the customer. From then on, the customer will have 72 hours to check the integrity of all the components of the order and that it includes everything that should be included in the products included. After these 72 hours the shipment will be considered accepted and no claims will be accepted for defects or faults with the shipment.

If the goods you have received do not correspond to the order you have placed, you should contact us by e-mail or through our form indicating the order number, as well as the goods you have received and the goods you should have received. In addition, it is advisable that you provide us with photographs of the product you have received in order to be able to process the incident. Once the incident has been received, it will be processed in order to provide you with the most efficient solution in each case.

In accordance with current legislation, products may be returned, for whatever reason, within 15 calendar days of receipt of the goods by the customer. Products manufactured to order cannot be returned. In order to make a return, you must comply with the conditions set out in our Return and withdrawal policy.