Shipping and Delivery

At EKIEKO we want to make receiving your orders a simple, fast and safe process. Below you will find all the necessary information about delivery times, shipping methods, available areas and incident resolution.

when will my order be shipped?

Once payment has been received and confirmed, we will prepare your order and ship it according to the chosen method. All shipments are made with our main carrier GLS, specialized in national and international deliveries.

If any item cannot be shipped due to stock shortage or logistical reasons, we will inform you to offer you an alternative or refund the corresponding amount.

can I change the shipping details after placing the order?

Yes, as long as the order has not been shipped yet. If it is already in transit, we will not be able to change the address. For changes or corrections, please contact us as soon as possible at contact (at) ekieko.com, indicating the order number.

what happens if no one is at the delivery address?

If you are not at home when the courier arrives, GLS will leave a notice and attempt a new delivery or offer to pick up the order at a nearby convenience point. You will also be able to reschedule the delivery from the tracking link.

can I know the status of my order?

Of course you can. Once your order leaves our warehouse, you will receive an email with the tracking number and a direct link to the GLS page so you can check its status in real time. You can also check it from your personal area in the "My orders" section .

when will I receive my order?

Estimated delivery times are:

• Peninsular Spain and Portugal: 3-5 working days.

• Balearic Islands: 5-7 working days.

• Europe (Germany, Austria, Belgium, France, Italy, etc.): 5-7 working days.

For orders weighing more than 30 kg, shipment will be handled by industrial carrier, with delivery time and cost calculated individually.

Occasionally, there may be slight delays due to causes beyond EKIEKO's control (weather conditions, logistical incidents or high demand campaigns). If you notice an abnormal delay, please contact us.

which countries do we ship to?

We ship to:

• Mainland Spain and Balearic Islands (we do not ship to the Canary Islands, Ceuta and Melilla).

• Portugal (except Madeira and Azores).

• Germany, Austria, Belgium, France, Italy, Netherlands, Luxembourg, Ireland, Finland, Greece, Malta, Cyprus, Slovakia, Slovenia, Estonia, Latvia, Lithuania and Croatia.

If you wish to receive an order in another country of the European Union, you can contact us beforehand by writing to contact (at) ekieko.es.

how can I know the shipping cost?

The shipping costs are automatically calculated in the purchase process, according to the country of destination and the amount of the order. In EKIEKO we work with a policy of reduced or free shipping from certain minimum amounts per country. You can check the updated amounts in our General Terms and Conditions.

For orders over 30 kg, the cost will be calculated individually and we will inform you before shipment.

what happens if I am not at home when the package arrives?

GLS will try to deliver it twice. If after those attempts it is not possible, you will be able to pick it up at the nearest delivery point or reschedule the delivery. If the package returns to our warehouse, we will contact you to arrange a new shipment or refund.

Reasons why a package may be returned to us

• Incorrect or incomplete delivery address.

• Impossibility of delivery after several attempts.

• Refusal of the order by the recipient.

In any of these cases, we will contact you to manage the incident.

can I send to an address other than the billing address?

Yes, during the purchase process you can indicate a delivery address different from the billing address. Make sure you fill in all the fields correctly to avoid delays or incidents.

can I cancel my order?

If the order has not yet been shipped, you can cancel it by writing to us as soon as possible. If it has already been shipped, you must wait to receive it and exercise your right of withdrawal within the legal period of 14 calendar days.

do you ship to PO Boxes, hotels or military bases?

No. For logistical and security reasons, we do not ship to P.O. boxes, hotels, freight forwarders or addresses without a contact person and telephone number. All orders require a signature upon delivery.

what happens if an item is not in stock?

Each product sheet indicates whether there is immediate availability or an estimated date. If an item is not available at the time of shipment, we will notify you so that you can choose between waiting, replacing the product or receiving a refund of the corresponding amount.

Customer Service

If you have any questions about your shipment or a delivery issue, our team will be happy to help you.
You can contact us at contact (at) ekieko.es or through the Contact Form available on the web.