Frequently Asked Questions

Information and terms of sale

The e-commerce store of Quely S.A, is aimed at the sale of its own products, and by merely accessing the website and carrying out e-commerce on it implies acceptance of these terms of use.

Access to the service is obtained through direct registration on the website.

The procedures for entering into the contract online are as follows:

Choose the products you wish to purchase by clicking on the "Add to cart" button.
When you have selected the products, go to the cart (which allows you to rectify, delete, or correct errors in your selection of products).
In order to continue the purchasing process you must register as a customer, creating a registered customer account. Follow the steps requested by the system, such as provision of shipping address, invoicing, etc.
After this step, all the data requested during the purchase process will appear on the screen and you will then be asked to confirm the order.

If you want to leave your comments or suggestions about our products or online shopping you can do so at info@quely.es

Is there product availability at all times?

Quely S.A. always has the products it offers in the store in stock, if, however, this is not possible, we will contact the customer, either by email or by phone to inform them of any incident that may have occurred.

If the delivery time is too long for the customer, they have the option to cancel the order and we will inform them as soon as that product is once again in stock.

Is there a minimum order?

Minimum orders are indicated in our catalogue of products; the customer cannot place orders for products that do not appear in it.

Is the price that appears in the catalogue of products the end price?

All the prices listed in the product tab include VAT. The prices are quoted in euros (€). The applicable price shall be that recorded at the time the customer made the purchase. The published prices are valid until the offer has finished.

Shipping costs are included in the price of the product, but are indicated during the purchasing process and will depend on the place of delivery and weight. The company reserves the right to change the prices of the products without prior notice.

Do I have to pay shipping costs on reception of the order?

No, shipping costs are already included in the final price of the order.

How do I pay for the order?

Payment of purchases is made by card or PayPal. The following cards are accepted: Visa, Visa Electron, MasterCard and American Express.

If you are paying by card, we will send a debit request to your bank within 24 hours; the amount will not be debited from your account until authorisation from your bank has been given. The debit period will depend on the rules that apply to your method of payment (immediate, deferred debit, etc.). If paying by PayPal, the purchase amount will be charged to your PayPal account immediately. In the event that the bank declines the request, the order will be cancelled automatically and the member will be informed by means of an e-mail.

Members must ensure that they are fully authorised to use the payment card or Paypal method of payment. Only persons with the legal capacity required to enter into contracts relating to the class of goods proposed on this website can place orders on the Quely S.A. online store.

By clicking on the button "Buy" during the process of completing an order, the member declares that they fully and unreservedly accept all these General Conditions of Sale that, in addition, may be stored and printed by members for reproduction when they deem necessary.

In accordance with current legislation and for the security and confidentiality of your data, Quely S.A. does not save information concerning bank account details.

Members will be responsible for saving and printing their bank transfer if they want to retain the bank details relating to their transaction.

Quely S.A. never has access to confidential information relating to the means of payment.

Can a purchase be made by a minor?

No, to place an order the customer must be at least 18 years old.

How are shipments carried out?

All shipments that arrive before 12:00 a.m will be prepared on the same day they are made, however, all those made after this time will be prepared and will leave the following day.

How long does it take for orders to arrive?

For national shipments, the haulage company picks up orders on a daily basis, delivering them to their destination within 48 to 72 hours, as long as there are no extraordinary events beyond our control that prevent it. Pick-ups are made from Mondays through to Thursdays, so orders requested on Fridays, Saturdays or Sundays will not leave until the following Monday.

Ensaimadas are only made on request. Therefore, we ask the bakery to make them the first working day after receiving a request. This may delay the delivery date 1- 2 days depending on the manufacturing process.

For international orders delivery time will vary depending on the country where the order is being delivered.

Why are orders made on Thursday or Friday not received until Monday or Tuesday?

Orders received on Thursday are prepared following the same policy as other orders, but as there is a weekend in the middle, the haulage company will not deliver the crackers until the beginning of the following week.

However, there is a difference in orders prepared on Friday in that they will not leave our warehouses until Monday in order to prevent deterioration of the product in the haulage company's warehouses.

What happens if after placing an order the courier arrives and there is nobody at home?

If the courier arrives when there is nobody at home, they will leave a note indicating what has occurred in carrying out the delivery. This note indicates the phone number of the haulage company in the area. Normally when an order cannot be delivered, it is left for the following day, unless the customer prefers to collect the order himself/herself from the transport agency. In such cases we recommend that you telephone so that you can be given better guidance. It is also possible, in the event that your order cannot be delivered to you directly, that you will be called by telephone to arrange another delivery day.

If your delivery is being made by post, once you have received the notice informing you that the postman has already been to the delivery address, you should go to the post office as soon as possible to pick up your order.

Is technical assistance and after-sales service available?

We provide all our customers with an after-sales service that will respond to any incident, doubt, query or question that could arise from purchases made in the online store of Quely S.A. by phoning 900 720 238.

Precautions to be taken into account at the time of delivery and order returns.

It is the recipient's responsibility to check shipments on their delivery, express any observations and submit all claims deemed justified, this may also include rejecting the package, if this is thought to have been opened or if it shows clear signs of deterioration.

Returns will only be accepted if the box or the product is received in poor conditions, and this should be reported to the carrier at the time of receipt so that it is recorded on the delivery note.

Within the following 48 hours you must send a photo showing the conditions of the package received to: info@quely.es writing "online shopping" as the subject and calling 900 720 238.

If the return is a result of a wrong order shipment by Quely, S.A., you must also send a photo and complaint e-mail to: info@quely.es indicating "online shopping" as the subject and calling 900 720 238, at all times indicating your order number and the product list included in the said order.

In fewer than 7 days we will pass by to pick up the package and replace it with the new product.

Returns of orders that have already been opened and show signs of use and/or handling will not be accepted.

Amendment to general conditions of sale

Quely S.A. reserves the right to amend these general conditions of sale without prior notice. Likewise, it may change, delete or add to the content and services provided on this website as well as the way in which these are presented or located on its servers. These changes must be accepted by the User each time a purchase is made. Therefore this page should be reviewed frequently or every time a purchase is made.

If any clause of these General Contractual Conditions were declared totally or partially null or ineffective, such nullity and ineffectiveness will only affect the provision in question or the part that is null or ineffective, while the remaining parts will be upheld, as will the rest of the general conditions and such provision or part thereof that is considered affected will be considered to have been removed, unless, due to it being essential to these General Conditions, it were to affect them in full.

Legislation

These general conditions are governed by Spanish law. The parties, waiving any other jurisdiction, shall submit themselves, through their own choice, to the courts and tribunals of the company's location for the resolution of any disputes.