🛒1. Placing an Order

Once you place an order, you will receive an email confirming we have received it. Your order is only accepted — and the contract between us formed — once payment has been successfully processed and debited.

You may be able to cancel your order within a short window after placing it, depending on your chosen delivery method:

• Paid delivery items are sourced from our local stores. As long as the item has not yet been shipped, we can stop processing it.
• Free delivery items are dispatched directly by our suppliers. These cannot be cancelled or changed once placed. If there is an issue, please wait until you receive the goods and contact us — we will work it out from there.

Orders cannot be changed after they are placed. If you need something different, you will need to cancel and re-order, subject to availability.

If an item sells out after you have ordered, we will contact you as soon as possible and offer the choice of proceeding when stock is available, selecting an alternative, or receiving a full refund.

💰2. Prices & Products

We are a small team and, very occasionally, a product may be listed with an incorrect price or description. If this happens with your order, we will let you know straight away and give you the option to confirm the order at the correct price or cancel it.

If we cannot reach you, we will treat the order as cancelled and issue a full refund, excluding any delivery costs already incurred.

• All prices are in Euros (EUR) only.
• All applicable taxes are included in the displayed price.
• Any delivery costs are shown clearly at checkout before you confirm your order.

📦3. Delivery

Before you finalise your order, you will be shown the available delivery options along with estimated delivery times. These are estimates only — delivery may occasionally take a little longer due to factors outside our control. We aim to be reliable and will keep you updated if there are any delays.

🔄4. Returns & Refunds

We understand that sometimes something does not work out. However, as a small family store shipping from the Atlantic, return logistics are genuinely costly for us — we do not receive free or discounted return shipping. For that reason, return shipping costs are always the customer's responsibility. We appreciate your understanding.

To be eligible for a return and refund:

• The return must be requested within 14 days of receipt. The 14-day window starts from the date shown on the parcel tracking system, or proof of delivery provided by you. If no tracking or proof is available, it starts from the date of postage.
• Items must be returned in their original, unused condition, with all original packaging and tags intact (e.g. shoes must be returned in their original box).
• The return address will be included on your delivery slip.

Once we receive the returned item and confirm it meets the above conditions, we aim to process your refund within 14 days, excluding the original shipping cost.

If you believe an item was sent in an incorrect size or is not as described, please contact us first — we will do our best to find the right resolution.

📮5. Damaged or Lost Parcels

While we are not liable for damage or loss that occurs in transit, we will do everything we can to help you resolve the situation.

If your parcel arrives damaged or goes missing, please:

• Contact your local post office or delivery carrier as a first step.
• Take clear photographs of the damage, including the packaging.
• Send us the photos along with your order number and any tracking information.

With this information, we can help build a case with the carrier on your behalf.

🌎6. Customs & Import Duties

The Canary Islands are geographically Spanish but sit outside the European Union customs territory and outside the EU VAT area. This means every order we ship — whether to the EU, the UK, the US, or anywhere else — is treated as an international import by the destination country's customs authority.

This includes customers in EU countries. Even if you are based in Spain, Germany, France, or any other EU member state, your order ships from outside the EU customs zone and is subject to import VAT in your country upon arrival.

Any import duties, VAT, or customs handling fees charged by your country are the sole responsibility of the customer. We have no control over these charges and cannot predict or cover them. Business customers with a valid VAT number registered in their country may be eligible for VAT relief — please check with your local customs authority.

We recommend checking your country's current import regulations before placing an order.

🏷7. Promotional Codes

From time to time, we may offer promotional codes or discounts at our discretion. When we do, the following conditions apply:

• Codes are valid for use on alohacanary.com only.
• They are applied as credit towards the order value and have no cash redemption value.
• Codes cannot be combined with other offers or promotions.
• We reserve the right to withdraw or modify any promotion at any time.

⚠8. Exceptional Circumstances

Sometimes things happen that are outside our control — extreme weather, supplier issues, carrier disruptions, or other unforeseen events. In these situations, we will do our best to let you know as soon as possible.

If your order has not yet been shipped and we cannot fulfil it due to exceptional circumstances, you may request a full refund.

🔒9. Your Information

How we collect and use your personal data is explained in our Privacy Policy. We take your privacy seriously and handle your information in accordance with applicable data protection law.

🔗10. Linking to Our Website

You are welcome to link to alohacanary.com provided the link is non-commercial, fair, and lawful, and does not misrepresent our brand or imply any endorsement or affiliation that does not exist.

• Our website may not be framed within another site without our written permission.
• Images from our website may not be used without written permission from the owner of Alohacanary.
• Any attempt to breach, test, or compromise the security of our services without prior written consent is strictly prohibited. We reserve the right to pursue legal action in such cases.

⚖11. Legal

We reserve the right to amend, update, or remove any part of our services or these Terms & Conditions at any time without prior notice. Continued use of our website after changes are posted constitutes acceptance of the updated terms.

Disputes: Before taking any formal action, we ask that you contact us directly by email or through our contact form so we can attempt to resolve the matter. These terms and all dealings between us are governed by EU law and Spanish law, and subject to the jurisdiction of the courts of Spain or the EU, at our discretion.

Alohacanary.com is a company registered in Spain, Canary Islands. Our headquarters are in Mogán, Gran Canaria.