Shipping policy

Always Companions – Custom Pet Portrait Frames

At Always Companions, we strive to deliver your personalized pet portraits as quickly and safely as possible. This policy outlines our shipping process, delivery times, and important legal information for customers in Spain and internationally.

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1. Processing Time

• Each pet portrait is handmade to order.

• Production time: 5-7 business days (excluding weekends/holidays).

• Orders are processed in the order they are received.

2. Shipping Methods & Delivery Times

We ship worldwide via trusted carriers (DHL, FedEx, or local postal services).

*Free shipping may apply for orders over €50 (Spain only).

3. Tracking Your Order

• Once shipped, you’ll receive a tracking number via email.

• Delays may occur due to customs, weather, or carrier issues (we’ll notify you if possible).

4. Customs & Import Fees (Non-EU Orders)

• EU customers: No additional fees (VAT included at checkout).

• International customers (outside EU): Your order may be subject to customs duties/taxes, payable by the recipient. We cannot predict or cover these fees.

5. Lost, Damaged, or Delayed Packages

• Lost in transit? Contact us at mayedage1@gmail.com within 30 days for assistance.

• Damaged item? Send photos of the damage within 7 days for a replacement/refund.

• Delays? While we aim for fast delivery, we cannot guarantee exact arrival dates due to external factors.

6. Returns & Refunds (Shipping-Related)

• Wrong address? Notify us immediately. If the package is returned, reshipping fees apply.

• Changed your mind? Custom portraits are non-refundable unless defective (per Spanish consumer laws).

7. Contact Us

For shipping questions or issues:

📧 Email: mayedage1@gmail.com
🌐 Website: www.alwayscompanions.com

GOVERNING LAW- These Terms of Service and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the law of Spain