Frequently Asked Questions
ORDERING INFORMATION
The average delivery time is 7 to 8 working days.
However, the time may be longer or shorter depending on the type of product, the size of the order, available stocks, public holidays at origin or destination, adverse weather conditions on roads, or a peak season accumulation of demand.
We suggest that you check before making the payment if your purchase is a seasonal product, because the stock movement is very dynamic at this time of the year.
You can also see on each product page the estimated standard delivery time of the product.
You can use the filter tool in the catalogue to get search results according to delivery times.
The state of the stock (Stock) is indicative. Although it is updated frequently, it is possible that some seasonal products may be out of stock. If you buy "X units" and we do not have enough stock; we will let you know that we have less quantity and the estimated date on which we will be able to serve the order.
We can also search for a similar product or refund the value of the order.
For most products you may find that there is a minimum purchase quantity, sales in packs or kits. This may be because the type of product and the packaging requires it.
There are 2 types of quantity purchases.
Minimum plus added units: You can start with a minimum number of units and then add them to the order list by single units.
Minimum plus multiples added: A minimum number of units is taken as a starting point and then added to the list by multiples of units. For example. Minimum of 2 units and then added by multiples of 2 units to the order list.
YES. On the one hand, we understand that it usually does not make sense for the buyer to pay more for shipping than for the product being purchased.
On the other hand, although this platform is automated, the processing of orders has associated administrative costs that would be unfeasible below this amount.
For this reason, we have set a minimum purchase amount of €50.
PAYMENT INFORMATION
We will soon have a service available so that you can pay for your purchases with us in monthly instalments. You will be able to make the deferred payment by using the financial service Pay+Late integrated into this platform.
For special orders and large accounts, we accept bank confirming with a surcharge for bank charges.
Refunds of payments are provided for in our terms and conditions
Basically they are concentrated in 2 types:
- Returns due to incidents or out of stock: In this case Deckplanet assumes the cost of returning the order and returns it in full to the buyer.
- Commercial returns: It is related to the buyer's request to cancel the order. In this type of return, the partial refund of the order will be made to the buyer, subtracting the costs and commissions stipulated in the terms and conditions of this platform.
YES.
By selecting bank transfer as payment method, you get a discount of 1,5% on your order.
We understand that when you select this method of payment, your bank charges you a commission for handling the transfer, and by applying this discount, we compensate you for those costs.
On our platform there are several ways to verify that a payment has been made.
At the end of the payment process, a message appears on the screen that your order has been received.
In the case of bank transfer, it is necessary to send the transfer receipt via email with our account number visible on it. Once the payment has been credited to our account, we will send you an email notification confirming the payment.
If you are a registered user, you can check the status of your payments by logging into your account. If your order is in the "Completed" status, this indicates that your payment has been received and your order is in the process of being prepared and shipped.
