{"id":10730,"date":"2020-10-23T08:58:46","date_gmt":"2020-10-23T06:58:46","guid":{"rendered":"https:\/\/lustau.es\/?page_id=10730"},"modified":"2021-02-17T18:37:21","modified_gmt":"2021-02-17T17:37:21","slug":"help-faqs","status":"publish","type":"page","link":"https:\/\/lustau.es\/en\/help-faqs\/","title":{"rendered":"Help \/ FAQS"},"content":{"rendered":"\n  <div class=\"banner has-hover\" id=\"banner-1632871989\">\n          <div class=\"banner-inner fill\">\n        <div class=\"banner-bg fill\" >\n            <div class=\"bg fill bg-fill bg-loaded\"><\/div>\n                                    \n                    <\/div>\n        <div class=\"banner-layers container\">\n            <div class=\"fill banner-link\"><\/div>            \n   <div id=\"text-box-665381363\" class=\"text-box banner-layer x50 md-x50 lg-x50 y50 md-y50 lg-y50 res-text\">\n                                <div class=\"text-box-content text dark\">\n              \n              <div class=\"text-inner text-center\">\n                  \n<h5 class=\"thin-font\"><span style=\"font-size: 350%;\">FAQs<\/span><\/h5>\n              <\/div>\n           <\/div>\n                            \n<style>\n#text-box-665381363 {\n  width: 60%;\n}\n#text-box-665381363 .text-box-content {\n  font-size: 100%;\n}\n<\/style>\n    <\/div>\n \n        <\/div>\n      <\/div>\n\n            \n<style>\n#banner-1632871989 {\n  padding-top: 350px;\n}\n#banner-1632871989 .bg.bg-loaded {\n  background-image: url(https:\/\/lustau.es\/wp-content\/uploads\/2020\/12\/cabecera-medium-cream.jpg);\n}\n#banner-1632871989 .bg {\n  background-position: 54% 71%;\n}\n<\/style>\n  <\/div>\n\n\n\t<section class=\"section\" id=\"section_1444405684\">\n\t\t<div class=\"bg section-bg fill bg-fill bg-loaded bg-loaded\" >\n\n\t\t\t\n\t\t\t\n\t\t\t\n\n\t\t<\/div>\n\n\t\t<div class=\"section-content relative\">\n\t\t\t\n<div class=\"row\"  id=\"row-400515268\">\n\n\t<div id=\"col-2100188444\" class=\"col small-12 large-12\"  >\n\t\t<div class=\"col-inner\"  >\n\t\t\t\n\t\t\t\n<h5><span style=\"font-size: 160%;\">MY ACCOUNT<br \/>\n<\/span><\/h5>\n<div class=\"accordion\" rel=\"\">\n<div class=\"accordion-item\"><a href=\"#\" class=\"accordion-title plain\"><span> 1. Is it mandatory to create a user account in order to purchase?<\/span><button class=\"toggle\"><i class=\"icon-angle-down\"><\/i><\/button><\/a><div class=\"accordion-inner\">\n<p><span style=\"font-weight: 400;\">Yes, you must create a user account. We just need your first name, last name and email address. You can register here (<\/span><a href=\"https:\/\/lustau.es\/mi-cuenta\/\"><span style=\"font-weight: 400;\">https:\/\/lustau.es\/mi-cuenta\/<\/span><\/a><span style=\"font-weight: 400;\">)<\/span><\/p>\n<\/div><\/div>\n<div class=\"accordion-item\"><a href=\"#\" class=\"accordion-title plain\"><span> 2 How do I become a registered member?<\/span><button class=\"toggle\"><i class=\"icon-angle-down\"><\/i><\/button><\/a><div class=\"accordion-inner\">\n<p><span style=\"font-weight: 400;\">You can become a member here (<\/span><a href=\"https:\/\/lustau.es\/mi-cuenta\/\"><span style=\"font-weight: 400;\">https:\/\/lustau.es\/mi-cuenta\/<\/span><\/a><span style=\"font-weight: 400;\">). We just need your first name, last name and email address.<\/span><\/p>\n<\/div><\/div>\n<div class=\"accordion-item\"><a href=\"#\" class=\"accordion-title plain\"><span> 3 Why is it that when I register in Lustau, an account is created in Caballero?<\/span><button class=\"toggle\"><i class=\"icon-angle-down\"><\/i><\/button><\/a><div class=\"accordion-inner\">\n<p>The Luis Caballero Group is a large company formed by many brands and one of the most relevant is Lustau. We want to make it easy for you to shop at any of our online shops creating only a single.<\/p>\n<\/div><\/div>\n<div class=\"accordion-item\"><a href=\"#\" class=\"accordion-title plain\"><span> 4. How do I unsubscribe?<\/span><button class=\"toggle\"><i class=\"icon-angle-down\"><\/i><\/button><\/a><div class=\"accordion-inner\">\n<p><span style=\"font-weight: 400;\">To unsubscribe, please send a request to: <\/span><a href=\"mailto:tiendaonline@lustau.es\"><span style=\"font-weight: 400;\">tiendaonline@lustau.es<\/span><\/a><span style=\"font-weight: 400;\">\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">If you cancel your account all your personal data and orders record will be deleted. <\/span><\/p>\n<\/div><\/div>\n<div class=\"accordion-item\"><a href=\"#\" class=\"accordion-title plain\"><span> 5. Forgot your password?<\/span><button class=\"toggle\"><i class=\"icon-angle-down\"><\/i><\/button><\/a><div class=\"accordion-inner\">\n<p><span style=\"font-weight: 400;\">If you have forgotten your password, you can recover it here (<\/span><a href=\"https:\/\/lustau.es\/mi-cuenta\/\"><span style=\"font-weight: 400;\">https:\/\/lustau.es\/mi-cuenta\/<\/span><\/a><span style=\"font-weight: 400;\">), click on \u201cForgot password\u201d to reset it.<\/span><\/p>\n<\/div><\/div>\n<div class=\"accordion-item\"><a href=\"#\" class=\"accordion-title plain\"><span> 6. How can I change my personal data?<\/span><button class=\"toggle\"><i class=\"icon-angle-down\"><\/i><\/button><\/a><div class=\"accordion-inner\">\n<p><span style=\"font-weight: 400;\">Access your account through this link (<\/span><a href=\"https:\/\/lustau.es\/mi-cuenta\/\"><span style=\"font-weight: 400;\">https:\/\/lustau.es\/mi-cuenta\/<\/span><\/a><span style=\"font-weight: 400;\">) and modify them in the section &#8220;Personal Data&#8221;.<\/span><\/p>\n<\/div><\/div>\n<\/div>\n\t\t<\/div>\n\t\t\t<\/div>\n\n\t\n<\/div>\n<div class=\"row\"  id=\"row-235563201\">\n\n\t<div id=\"col-1585184097\" class=\"col small-12 large-12\"  >\n\t\t<div class=\"col-inner\"  >\n\t\t\t\n\t\t\t\n<h5><span style=\"font-size: 160%;\">MY ORDER<\/span><\/h5>\n<div class=\"accordion\" rel=\"\">\n<div class=\"accordion-item\"><a href=\"#\" class=\"accordion-title plain\"><span> 1. How do I place an order? <\/span><button class=\"toggle\"><i class=\"icon-angle-down\"><\/i><\/button><\/a><div class=\"accordion-inner\">\n<p><span style=\"font-weight: 400;\"><br \/>\nThe process is very simple. Create a user account, select and add the products you would like to buy to the cart. Once you have all the desired products in the cart, access it and start the purchase process following the steps indicated. For more information have a look here (<a href=\"https:\/\/lustau.es\/terminos-y-condiciones\/\">https:\/\/lustau.es\/terminos-y-condiciones\/<\/a>)<br \/>\n<\/span><\/p>\n<p>&nbsp;<\/p>\n<\/div><\/div>\n<div class=\"accordion-item\"><a href=\"#\" class=\"accordion-title plain\"><span> 2. I have a discount code. How do I use it? <\/span><button class=\"toggle\"><i class=\"icon-angle-down\"><\/i><\/button><\/a><div class=\"accordion-inner\">\n<p><span style=\"font-weight: 400;\"><br \/>\nSelect the products you want to buy and add them to the cart. During the purchase\u00a0 process, you will be able to add the discount code in the field &#8220;Coupon&#8221;.<br \/>\n<\/span><\/p>\n<\/div><\/div>\n<div class=\"accordion-item\"><a href=\"#\" class=\"accordion-title plain\"><span> 3. How do I change my shipping address?<\/span><button class=\"toggle\"><i class=\"icon-angle-down\"><\/i><\/button><\/a><div class=\"accordion-inner\">\n<p><span style=\"font-weight: 400;\"><br \/>\nThere are 2 ways to modify the shipping address: 1) modifying your user account in the section &#8220;Addresses&#8221; or\u00a0 2) during the purchase process in the \u201cShipping and billing&#8221; step.<br \/>\n<\/span><\/p>\n<\/div><\/div>\n<div class=\"accordion-item\"><a href=\"#\" class=\"accordion-title plain\"><span> 4. How do I modify or cancel an order? <\/span><button class=\"toggle\"><i class=\"icon-angle-down\"><\/i><\/button><\/a><div class=\"accordion-inner\">\n<p><span style=\"font-weight: 400;\">Once you have confirmed and paid your order, you will not be able to modify it. If you want to delete, change or add a product, please contact our customer support at <\/span><a href=\"mailto:tiendaonline@lustau.es\"><span style=\"font-weight: 400;\">tiendaonline@lustau.es<\/span><\/a><span style=\"font-weight: 400;\"> to provide you with the best possible solution. <\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">If you wish to cancel an order, log in to your account and go to &#8220;Orders&#8221;. Unless the order is already in the shipping process, you will be able to cancel it.\u00a0\u00a0<\/span><\/p>\n<\/div><\/div>\n<div class=\"accordion-item\"><a href=\"#\" class=\"accordion-title plain\"><span> 5. What payment methods are accepted?<\/span><button class=\"toggle\"><i class=\"icon-angle-down\"><\/i><\/button><\/a><div class=\"accordion-inner\">\n<p>Currently, the only accepted payment method are credit or debit cards.<\/p>\n<\/div><\/div>\n<div class=\"accordion-item\"><a href=\"#\" class=\"accordion-title plain\"><span> 6. How do I get an invoice?<\/span><button class=\"toggle\"><i class=\"icon-angle-down\"><\/i><\/button><\/a><div class=\"accordion-inner\">\n<p><span style=\"font-weight: 400;\">During the purchase process you can request the invoice of you order clicking on the\u00a0 corresponding box. <\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">If you need an invoice you have not requested at the time of purchase, please contact our customer support at <\/span><a href=\"mailto:tiendaonline@lustau.es\"><span style=\"font-weight: 400;\">tiendaonline@lustau.es<\/span><\/a><\/p>\n<p><span style=\"font-weight: 400;\">\u00a0<\/span><\/p>\n<\/div><\/div>\n<div class=\"accordion-item\"><a href=\"#\" class=\"accordion-title plain\"><span> 7. Can I place a gift order? <\/span><button class=\"toggle\"><i class=\"icon-angle-down\"><\/i><\/button><\/a><div class=\"accordion-inner\">\n<p><span style=\"font-weight: 400;\">Yes, you can. The addressee of the gift will not receive any documents that includes prices. Invoices are sent in electronic format exclusively to the buyer&#8217;s e-mail.<\/span><\/p>\n<\/div><\/div>\n<div class=\"accordion-item\"><a href=\"#\" class=\"accordion-title plain\"><span> 8. What should I do if my order is received damaged or incomplete?<\/span><button class=\"toggle\"><i class=\"icon-angle-down\"><\/i><\/button><\/a><div class=\"accordion-inner\">\n<p><span style=\"font-weight: 400;\">To know how to proceed in such cases please enter here (<\/span><a href=\"https:\/\/lustau.es\/terminos-y-condiciones\/\"><span style=\"font-weight: 400;\">https:\/\/lustau.es\/terminos-y-condiciones\/<\/span><\/a><span style=\"font-weight: 400;\">). In\u00a0 section 6 you can check how to proceed according to your case.\u00a0<\/span><\/p>\n<\/div><\/div>\n<div class=\"accordion-item\"><a href=\"#\" class=\"accordion-title plain\"><span> 9. Can I pick up my order somewhere? <\/span><button class=\"toggle\"><i class=\"icon-angle-down\"><\/i><\/button><\/a><div class=\"accordion-inner\">\n<p>There is currently no option for pick ups, all orders have to be sent to the address provided by you.<\/p>\n<\/div><\/div>\n<div class=\"accordion-item\"><a href=\"#\" class=\"accordion-title plain\"><span> 10. What should I do if I was absent at the time of delivery? <\/span><button class=\"toggle\"><i class=\"icon-angle-down\"><\/i><\/button><\/a><div class=\"accordion-inner\">\n<p>In case of absence, a second and free delivery attempt will be made.<\/p>\n<\/div><\/div>\n<div class=\"accordion-item\"><a href=\"#\" class=\"accordion-title plain\"><span> 11. Where\u2019s my order?<\/span><button class=\"toggle\"><i class=\"icon-angle-down\"><\/i><\/button><\/a><div class=\"accordion-inner\">\n<p>You will be able to see the status of your order in your user account clicking on &#8220;Orders&#8221;. You will also be able to track your order through the link that will be sent to you by our logistics company.<\/p>\n<\/div><\/div>\n<\/div>\n\t<div id=\"gap-1592664149\" class=\"gap-element clearfix\" style=\"display:block; height:auto;\">\n\t\t\n<style>\n#gap-1592664149 {\n  padding-top: 25px;\n}\n<\/style>\n\t<\/div>\n\t\n<h5><span style=\"font-size: 160%;\">TRANSPORT<\/span><\/h5>\n<div class=\"accordion\" rel=\"\">\n<div class=\"accordion-item\"><a href=\"#\" class=\"accordion-title plain\"><span> 1. Do you deliver anywhere in Spain? <\/span><button class=\"toggle\"><i class=\"icon-angle-down\"><\/i><\/button><\/a><div class=\"accordion-inner\">\n<p><span style=\"font-weight: 400;\">Currently we only ship our products in Spain mainland and to the Balearic Islands.<br \/>\n<\/span><\/p>\n<\/div><\/div>\n<div class=\"accordion-item\"><a href=\"#\" class=\"accordion-title plain\"><span> 2. Do you deliver outside of Spain? <\/span><button class=\"toggle\"><i class=\"icon-angle-down\"><\/i><\/button><\/a><div class=\"accordion-inner\">\n<p>No, shipping outside of Spain is currently not available.<\/p>\n<\/div><\/div>\n<div class=\"accordion-item\"><a href=\"#\" class=\"accordion-title plain\"><span> 3. What are the shipping costs?<\/span><button class=\"toggle\"><i class=\"icon-angle-down\"><\/i><\/button><\/a><div class=\"accordion-inner\">\n<p><span style=\"font-weight: 400;\">Shipping costs are automatically calculated based on the destination and number of products purchased. Shipping costs will be detailed throughout the puchase process and can be reviewed before the purchase is completed. For more details on shipping costs please review here (<a href=\"https:\/\/lustau.es\/terminos-y-condiciones\/\">https:\/\/lustau.es\/terminos-y-condiciones\/<\/a>).<\/span><\/p>\n<\/div><\/div>\n<div class=\"accordion-item\"><a href=\"#\" class=\"accordion-title plain\"><span> 4. Do you offer free shipping from a certain amount or number of bottles?<\/span><button class=\"toggle\"><i class=\"icon-angle-down\"><\/i><\/button><\/a><div class=\"accordion-inner\">\n<p><span style=\"font-weight: 400;\">Yes, shipping is free for orders over 90 euros no matter the amount of bottles. <\/span><\/p>\n<\/div><\/div>\n<div class=\"accordion-item\"><a href=\"#\" class=\"accordion-title plain\"><span> 5. What are the delivery times?<\/span><button class=\"toggle\"><i class=\"icon-angle-down\"><\/i><\/button><\/a><div class=\"accordion-inner\">\n<p><span style=\"font-weight: 400;\">Delivery times depend on the destination (Peninsula or Balearic Islands). For orders in Spain mainland there are 2-3* working days. For orders shipped to the Balearic Islands delivery time will be 3-4* working days.\u00a0 *<\/span><i><span style=\"font-weight: 400;\">indicated deadlines are understood starting from the working day following the order confirmation day.\u00a0\u00a0<\/span><\/i><\/p>\n<p><span style=\"font-weight: 400;\">\u00a0<\/span><\/p>\n<\/div><\/div>\n<div class=\"accordion-item\"><a href=\"#\" class=\"accordion-title plain\"><span> 6. What days and times do you deliver orders?<\/span><button class=\"toggle\"><i class=\"icon-angle-down\"><\/i><\/button><\/a><div class=\"accordion-inner\">\n<p>The deliveries are usually Monday to Friday, between 9am to 7pm.<\/p>\n<\/div><\/div>\n<div class=\"accordion-item\"><a href=\"#\" class=\"accordion-title plain\"><span> 7. Can I request delivery at a preferred time?<\/span><button class=\"toggle\"><i class=\"icon-angle-down\"><\/i><\/button><\/a><div class=\"accordion-inner\">\n<p>During the purchase process you will find a &#8220;Notes&#8221; section, where you can leave indications for delivery. However, we cannot guarantee your indications are followed in all cases, as they relay on our logistics company.<\/p>\n<\/div><\/div>\n<div class=\"accordion-item\"><a href=\"#\" class=\"accordion-title plain\"><span> 8. What logistics company do you work with?<\/span><button class=\"toggle\"><i class=\"icon-angle-down\"><\/i><\/button><\/a><div class=\"accordion-inner\">\n<p>We work primarily with Envialia, being able to use other companies if needed punctually.<\/p>\n<\/div><\/div>\n<\/div>\n\t<div id=\"gap-1726737223\" class=\"gap-element clearfix\" style=\"display:block; height:auto;\">\n\t\t\n<style>\n#gap-1726737223 {\n  padding-top: 25px;\n}\n<\/style>\n\t<\/div>\n\t\n<h5><span style=\"font-size: 160%;\">RETURNS AND REFUNDS<\/span><\/h5>\n<div class=\"accordion\" rel=\"\">\n<div class=\"accordion-item\"><a href=\"#\" class=\"accordion-title plain\"><span> 1. If I want to return an item, how can I do it? <\/span><button class=\"toggle\"><i class=\"icon-angle-down\"><\/i><\/button><\/a><div class=\"accordion-inner\">\n<p>To see how to proceed on returns and refunds, access here (https:\/\/lustau.es\/terminos-y-condiciones\/). Go to section 6 and follow the steps indicated.<\/p>\n<\/div><\/div>\n<div class=\"accordion-item\"><a href=\"#\" class=\"accordion-title plain\"><span> 2. How long do I have to return an item? <\/span><button class=\"toggle\"><i class=\"icon-angle-down\"><\/i><\/button><\/a><div class=\"accordion-inner\">\n<p><span style=\"font-weight: 400;\">You can return an order within 14 calendar days after receiving it. For more information access section 6 of our Terms &amp; Conditions here (<a href=\"https:\/\/lustau.es\/terminos-y-condiciones\/\">https:\/\/lustau.es\/terminos-y-condiciones\/<\/a>).<\/span><\/p>\n<\/div><\/div>\n<div class=\"accordion-item\"><a href=\"#\" class=\"accordion-title plain\"><span> 3. How and when will I be refunded for the amount of the returned item(s)?<\/span><button class=\"toggle\"><i class=\"icon-angle-down\"><\/i><\/button><\/a><div class=\"accordion-inner\">\n<p><span style=\"font-weight: 400;\">Returns will be made in exchange with new product(s) agreed with you or through the same payment system used at the time of purchase. To check eligibility and for more information access section 6 of our Terms &amp; Conditions here\u00a0 (<\/span><a href=\"https:\/\/lustau.es\/terminos-y-condiciones\/\"><span style=\"font-weight: 400;\">https:\/\/lustau.es\/terminos-y-condiciones\/<\/span><\/a><span style=\"font-weight: 400;\">).<\/span><\/p>\n<\/div><\/div>\n<\/div>\n\t\t<\/div>\n\t\t\t<\/div>\n\n\t\n<\/div>\n\t\t<\/div>\n\n\t\t\n<style>\n#section_1444405684 {\n  padding-top: 30px;\n  padding-bottom: 30px;\n}\n<\/style>\n\t<\/section>\n\t\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":3,"featured_media":0,"parent":0,"menu_order":16,"comment_status":"closed","ping_status":"closed","template":"page-blank.php","meta":{"footnotes":""},"class_list":["post-10730","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/lustau.es\/en\/wp-json\/wp\/v2\/pages\/10730","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/lustau.es\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/lustau.es\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/lustau.es\/en\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/lustau.es\/en\/wp-json\/wp\/v2\/comments?post=10730"}],"version-history":[{"count":0,"href":"https:\/\/lustau.es\/en\/wp-json\/wp\/v2\/pages\/10730\/revisions"}],"wp:attachment":[{"href":"https:\/\/lustau.es\/en\/wp-json\/wp\/v2\/media?parent=10730"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}