Frequently Asked Questions
Why are some of your prices so low?
People often ask how or why our prices are so low: are the goods reconditioned or refurbished or are they second hand? The answer is always NO! The goods are brand new, the same as you’d buy from any of the big-name stores, and are all supplied to us direct from the manufacturers.
Are your products European Stock with Genuine Warranties or do you Grey Import from overseas?
All of our products are sourced from local European suppliers therefore they come with the Genuine European Manufacturers Warranties. We do not Grey Import or participate in Parallel import activities for any of our stock. JORDIBASFOTO is an Authorized European re-seller for ALL the brands we stock. Also we are an European Business with a physical shop front based in Barcelona. When you purchase from us you have peace of mind knowing that you’re getting a genuine product, with an European Warranty and also you are protected under the European Consumer Laws.
What warranty is provided?
All products are genuine, European-sourced products and are provided with full manufacturer”s warranty. This will vary between products, but is typically 3 Years cover against manufacturing failure, in some cases 4-5 Years Warranty.
All warranties are issued on a ”return to base” basis. I.e. you will be responsible for the cost of returning the goods to us or the manufacturer if a claim is necessary.
Are you having problems with an item you purchased from us?
Dont stress – we’re here to help!
First call to action would be to get in touch with us to see if we can trouble shoot or resolve your problem over the phone or via email.
If we can’t resolve the issue and your product is still under the manufacturer’s warranty, you may need to send it back to the supplier for a warrany assesment.
What is your Shipping Policy?
What is the cost of shipping?
For Orders Over €50* Incl tax; Shipping is Free!
What is the transit time for your deliveries?
Once your order is despatched from our warehouse, it generally takes between 1-4 days to get delivered, subject to your location. There can be extra delays for remote locations in which case deliveries can take between 4-8 business days.
What is the Method of shipping?
We currently use DPD, UPS, Fedex and DHL. This is a standard service and not an express service.
Do you offer Express Shipping?
Yes, we do! For express shipping on orders over 5KG, a shipping quotation will need to be arranged. Please send us an email and we’ll provide you with a quote.
Can you ship to a PO Box address?
Yes, we do. Just place your order as you normally would and enter the PO Box details in the delivery address section on the checkout page.
How soon do we ship your order?
Orders for products that are in stock and placed before 14:00 on weekdays (excluding public holidays) will normally be shipped on the same day.
Orders that are placed after 14:00, on weekends or on public holidays will be processed on the next working day.
If any of the items on your order aren’t in stock, we’ll let you know as soon as possible and provide an estimated shipping time. This will normally be 3-4 days, but can be longer for more popular items.
As a basic rule:
- If the item says In Stock & Ready to Ship – this means we have the item in stock and will ship on that day
- If the item says Normally 3-4 days – this means that we do not have the stock in our store and we may need to either transfer stock from our warehouse or have to order from our suppliers.
- 98% of Out of Stock items are ordered immediately from our local suppliers and goods are generally received and orders are fulfilled within 1-3 days.
Where do we store the goods?
We store our items in Warehouse which is based in Barcelona. However, in order to give you the best prices by keeping our costs low, some goods are shipped direct from our distributor’s warehouse. This also ensures you get your order as soon as possible, but does not affect the terms and conditions of the sale.
My order is Out-of stock?
Whilst we make every effort to ensure that the stock availability information on the site is kept up-to-date, it is not always 100% accurate and should therefore be used as a guideline only. If any part of your order is out-of-stock we will let you know as soon as possible and advise you when we expect to receive more. Part-shipment of orders (shipping the items that are available at the time with the rest to follow) is available by arrangement, but may be subject to additional freight charges.
What about Pre- or back-ordered goods?
As we source most items direct from the manufacturers, if an item is out-of-stock, it’s likely to be difficult to source anywhere in Spain. You can still place an order for this product; we don’t charge anything (not even a deposit) to be in the queue for pre-ordered (not yet released or available) or back-ordered (temporarily unavailable) products. Whilst you’re in our queue you can continue to look around and, in the unlikely event that you do find the item available elsewhere, you just cancel your order with us. This service costs you nothing.
Once the goods become available and are allocated to your order, we’ll contact you to let you know and ask you to arrange payment at that time (all standard payment options are available).
How Can I Check the Status of My Order?
Simply log in to your account and check the progress of your order while it’s being processed.
Pending – order has been submitted and is being imported to our database
On Hold – order is being verified or has payment issues
Processing – order is ready to be processed
Picked – order is currently being picked in the shipping department
Invoiced – order has been finalized and ready to be packed
Shipped – order has been shipped and is in transit
Backorder – one or more of the items in your order are out of stock; we are waiting for the item(s) to become available
Canceled – the order is canceled.
How Can I Track My Order?
We email you a tracking number as soon as it’s available (Note: it may take up to 24 hours to be updated online). You can track your order by logging in to your account and clicking the “Track Orders” link.
How Do I Cancel an Order?
You can cancel your order provided it hasn’t yet entered the shipping process by contact us by filling out our online Contact form. If the item has entered the shipping process, it cannot be canceled. However, you can return the item for a refund. See Return policy.
How Can I Verify an Order?
Some orders might be subject to our verification procedure before we can process it. For your protection from credit card fraud or identity theft, we may ask you to verify that you’re the card owner or that the order and the ship-to information are valid. If your order requires verification, you will be notified by email within one business day.
How do I Place a VAT Free Order?
Add your items to the cart as normal but set up your Billing using Company details then email your company details to us. This should include your Company Name and VAT Registration Number.
I'm in the EU, but I don't have a VAT Number?
Unfortunately we still have to charge VAT on these orders, you may be able to claim the tax back on these items, please check with your local tax authority.
What Payment Methods do you Accept?
Credit/debit card (VISA, Mastercard & American Express)
We currently accept Visa, Mastercard and American Express. There is a 3% Surcharge
If you select this option we will provide our bank details for you to make an electronic transfer. Please note, however, that we are unable to ship the goods until the funds have appeared in our account
What Credit Card Security?
If you choose to pay for your order by credit card, you can be assured that we employ the latest security measures to ensure the safety of your details. This includes, but is not limited to:
- We do not store your credit card details
- We will never ask you to email your credit card number to us (although we may ask for additional information to verify the details provided at order time)
- If your order is over €300 in value and or its your first time ordering with us; we will do additional security checks with you to ensure you are the genuine credit card owner that has been used. One our sales team members will get in touch with you to verify some information