FAQS

PAYMENT

  • We accept payments made via credit or debit card (Visa, Master Card and American Express) and PayPal.
    Payment is due at the time of order.
  • All prices include Value Added Tax (VAT), but no other taxes, fees or duties.
  • All payments will be handled in Euros.
  • All credit/debit cardholders are subject to validation checks and authorisation by the card issuer, if authorisation is refused we will not be liable for any delay or non-delivery. We reserve the right to delay any order for a security review.
  • The delivery charges are added in the purchase summary before making payment.

SHIPPING

Shipping cost

  • All products ordered at Marsupial online store are shipped via Nacex with insured standard courier, no exceptions.
  • We are not responsible for items not received due to an incorrect or incomplete address.
  • Orders will be delivered to the delivery address indicated on the order form. It is important to be careful when completing the details of the delivery address to ensure that everything is correct.
  • Duty/Import taxes are the responsibility of the customer.
  • Shipments made in Peninsula and Portugal in orders over 150 € are free. For other destinations the cost will be calculated and detailed at the time of confirming the purchase for your approval before payment. It will depend on the destination and weight of the package. Each package with one of our products ranges from 1 to 2 kg, for which the following rates table apply. For other international shipments consult rates at info@marsupialbarcelona.com.
Zone Countries Price
Spain I Balears 16 €
Spain II Canarias, Ceuta and Melilla 32 €
Andorra Andorra 4 €
Zone 1 France 14 €
Zone 2 United Kingdom, Italy, Belgium, Netherland, Luxembourg, Germany 19 €
Zone 3 Austria 36 €
Zone 4 Greece, Eslovaquia, Eslovenia, Estonia, Hungary, Irland, Latvia, Lithuania, Poland, Czech Republic 51 €
Zone 5 Sweden, Switzerland, Finland, Noruega 62 €

Delivery time

  • Orders are prepared at the time that payment has been confirmed and at the following time: Monday to Friday from 9:00 to 14:00 h.
  • Orders placed outside these hours will be prepared the next business day. No shipments will be made on Saturdays, Sundays or bank holidays.
  • The shipping times are:
    • Spain: from 1 to 2 working days
    • European Community countries: from 3 to 5 working days
    • Rest of the world: from 5 to 7 working days
  • Your purchase will be delivered with the original Marsupial packaging: red cotton dust bag with the Marsupial logo packed in our signature cardboard box.

RETURNS

  • To proceed with the return of an item purchased at our online store, the customer will send an email to contact@marsupialbarcelona.com no later than 14 working days from the date the product was received.
  • The products have to be returned in the same condition as received together with all their accessories and may not be used, washed or damaged. You must keep their labels and complete original packaging and attach the invoice or a copy of it in case of returning part of the order. The product must be sent to the following address: Marsupial Barcelona, c/Ter, 1-3, Pol. Can Calopa, 08197, Sant Cugat del Vallés (Barcelona).
  • If your return does not meet the stipulated conditions, you will not have the right to reimbursement and it will be returned the product assuming the shipping cost.
  • The customer accepts the responsibility of proving that items have been returned. Until we receive the item, it is at your own risk. We recommend you to ship the item by courier or certified mail and that you retain proof of sending. The customer will assume the shipping cost.
  • Be aware that we cannot refund custom duties and sale taxes for shipments outside the European Union. In most countries, the recipient can claim local taxes/ duties back from the local authorities once the return confirmation has been issued.
  • The reimbursement will be made through the payment method used in the purchase. The price to return is the one originally contained in the order, excluding transport costs, which will not be returned. Once verified the correct state of the returned product, we will proceed to refund the amount within 30 days.