FAQ

All our items leave the warehouse with the packaging in perfect condition.

The first thing you should do is check that the number of received packages matches those sent. Second, inspect each package externally with great care in order to see if there are any signs of it having been hit or mishandled, such as bumps, dents, holes, boxes in poor condition, courier seals or any sign that may lead to suspect that the goods may be damaged. It is mandatory to leave a note and signature on the courier’s delivery note, either on paper or digital support (PDA), “PACKAGE VISIBLY DAMAGED” if these signs are present. Not signing a package as VISIBLY DAMAGED and then presenting images that show visible damage to it will mean the incident will automatically be rejected.

The estimated time to process an order is 24-48 hours from confirmation, i.e. from the time we receive the order and payment for it.

In the event that there is a need to change some specific shipping addresses information, it may be modified if the order has not yet been sent. To do this you’ll need to contact us via the contact link at the top of the header. If its to late the package will be returned to our facilities. Upon receipt of the returned package, we will proceed to reimburse the amount of the products, deducting the shipping and return costs from the amount paid.

The delivery company used, by default, is DPD. The delivery charge is automatically calculated when checking out.

If a package cannot be delivered because the address is wrong or the necessary information for delivery is missing (street number, block, company name, etc.), or the addressee is absent during the delivery attempts made, the package will be returned to our facilities. Upon receipt of the returned package, we will proceed to reimburse the amount of the products, deducting the shipping and return costs from the amount paid.

The shipping charges include:

• – Suitable packaging 
• – Transportation
• – Insurance
• – Customs clearance at origin

If you wish to cancel an order and stop your shipment, you can cancel it from the contact link at the top of the header.

However, we inform you that, due to the high level of automation in the management of orders, the timescale in which an order can be cancelled may be short. The cancellation process is automatic and, for this reason, if the system does not allow a cancellation to be made, this will no longer be possible.

Please review your orders, delivery addresses, amounts, products, quantities and attributes thoroughly before finalising them.

Login to have access to the contact link. Once logged in a contact link will show in the top of the header.

We currently ship too Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland,  France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden. 

If the country you are looking to ship too is not available, you can contact us and request information without obligation.

At ProTiara, you will have up to 48H from receipt of the merchandise to open an incident from the Contact Us link. After this period, we can no longer claim transport insurance and our system will not allow you to open the incident.

To report incidents after receiving all the packages of your order. You must provide all the required documents as requested. Sending incorrect or inaccurate documents, or not sending them, will invalidate the possibility of any claim and will result in the cancellation of the incident.

You can find all the information requested in the return policy

You will need to provide a clear explanation with as much detail as possible. You must also add the requested images of the object of the claim in the attachments.