Shipping and returns

Last updated: 31 August 2026

This policy is part of the Terms and conditions of dipayla.com and applies to every order placed on the site.

Part I — Shipping

1. Where we ship

We ship to Spain, including the Canary Islands, Ceuta and Melilla, and to the rest of the European Union.

Canary Islands, Ceuta and Melilla. Shipments there are exempt from VAT, but they may be subject to import taxes and customs handling (IGIC, IPSI, DUA and handling fees). Those are for the recipient and are not included in the price.

2. Preparing the order

Our products are made by hand. Each order is prepared individually, which usually takes 1 to 2 working days from the moment payment clears until the parcel is handed to the carrier.

If preparation will take longer than usual, or an item turns out not to be available, we will email you as soon as we know, and you can wait or cancel for a full refund.

3. Delivery times

These times start when the parcel leaves our studio, and they sit on top of the 1–2 working days of preparation above.

The times are estimates, not a guarantee. Once the parcel is with the carrier, delivery is up to them and can slip for reasons outside our control, such as customs, weather, strikes or peak demand. We will help you chase a delay, but we cannot promise the carrier’s timetable.

Orders placed at the weekend or on a public holiday are processed on the next working day.

In any event, under article 109 TRLGDCU, delivery will be made within 30 calendar days of the contract, unless we agree otherwise. If we cannot meet that, we will tell you and you may end the contract for a full refund.

4. Shipping cost

Shipping is free on every order over €100, to any destination we ship to, including the whole of the European Union.

Below that, the cost is calculated at checkout from the destination, the weight and the service you choose. The exact amount is always shown separately before you confirm.

5. Carriers and tracking

Shipments are arranged through Easyship, which assigns the carrier. Carriers include DHL Express, FedEx and UPS, and others that may be added.

Once the order has shipped you will receive an email with the tracking number and a link to follow it.

6. Delivery

Delivery is to the address you give. It is your responsibility to give a correct and complete address, a valid email, and a phone number when one is asked for.

• If no one is there, the carrier leaves a notice and tries a second delivery, or leaves the parcel at a pickup point, depending on their process.
• If the parcel is not collected in the carrier’s time and comes back to us, we will contact you. We may charge you for sending it again.
• If delivery is impossible because the details you gave were wrong or incomplete, the cost of the return and of sending it again is yours.

The risk of loss or damage passes to you when you, or a third party you name other than the carrier, take physical possession of the products.

7. Damaged parcels and shipping problems

Check the parcel when it arrives.

• Packaging that is visibly damaged: note it on the carrier’s delivery slip before you sign.
• A product that is damaged, wrong or incomplete: write to hello@dipayla.com within 4 calendar days of receiving it, with your order number, a description, and photographs of both the packaging and the product. We will replace it or refund you at no cost, shipping included.
• An order that never arrived: if tracking says delivered and you do not have it, tell us and we will open an investigation with the carrier.

Telling us after those 4 days does not take away your legal rights under the guarantee of conformity, but it makes it much harder to show that the damage happened in transit.

Part II — Withdrawal and returns

8. Right of withdrawal

As a consumer you may withdraw from the purchase within 14 calendar days, without giving a reason and without a penalty.

The period starts on the day you, or a third party you name other than the carrier, take physical possession of the products. If several products arrive separately, it starts when the last one arrives.

9. How to use it

1. Tell us before the period ends, by email to hello@dipayla.com, with your order number and the products you want to return. You may use the form in section 14, but you do not have to: a clear statement is enough.
2. We will confirm we have received your request and send you the return instructions.
3. Send the products back within 14 calendar days of telling us.

10. Condition of returned products

Products must come back complete, with all accessories, paperwork and the original packaging, and in a condition that lets us sell them again.

You may handle and examine the product as you would in a shop. You are responsible for any loss in value that comes from handling beyond what is needed to establish its nature, characteristics and functioning, and we may deduct that amount from the refund.

11. Cost of the return

The cost of the return is yours. To keep it simple, we arrange the pickup and deduct a flat fee from the refund:

That fee is the real cost of the return service we arrange for you. If you would rather arrange the return yourself with any carrier, you can, and we will not deduct a fee, but the cost and the risk of the return shipment are yours.

This does not apply to products that are faulty, wrong, or damaged in transit: in those cases we pay all the return costs.

12. Refunds

We refund every payment we received, including the standard outbound shipping, within 14 calendar days of you telling us you are withdrawing.

• If you chose a shipping option that cost more than standard, we refund only the standard cost.
• We may hold the refund until we have received the products, or until you show you have sent them back, whichever comes first.
• The refund goes back to the same payment method, unless you expressly agree otherwise. It costs you nothing.
• The return fee in section 11 is deducted from the refund.
• If you return part of an order and what remains falls below the €100 free-shipping threshold, we may deduct the outbound shipping that then applies.

Once we issue it, your bank or payment provider may take a few more days to show the money.

13. Exceptions to withdrawal

Under article 103 TRLGDCU, you cannot withdraw from products made to your specifications or clearly personalised. When a piece is made to measure, that is stated on the product page before you buy.

14. Model withdrawal form

Complete and send this form only if you wish to withdraw from the contract. You do not have to use it.

To: Álvaro Muñoz de Dios de Paz
Address: C/ Enrique Granados 4, 28224 Pozuelo de Alarcón, Madrid, Spain
Email: hello@dipayla.com

I hereby give notice that I withdraw from my contract of sale of the following goods:

Product(s): ________________________________________________
Order number: ______________________________________________
Order date: ________________________________________________
Date received: _____________________________________________
Consumer’s name: ___________________________________________
Consumer’s address: ________________________________________

Signature (only if this form is on paper): _________________
Date: ______________________________________________________

15. Exchanges

We do not offer exchanges for now. If you want a different product, return the original one under the right of withdrawal above and place a new order.

16. Faulty products and the guarantee

The right of withdrawal is separate from the legal guarantee of conformity. If the product arrives faulty, or stops being in conformity during the guarantee period, we are liable for three years from delivery under articles 114 and following of the TRLGDCU, and we pay the cost of return, repair or replacement.

How the guarantee works is set out in the relevant section of the Terms and conditions.

17. Contact

For anything about shipping, returns or a problem with a delivery:

• Email: hello@dipayla.com
• We reply within 24 to 48 working hours