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Frequently Asked Questions

Search for your enquiry in the index. Click on a question, and the answer will display.
If you do not get any answer, have a look in the Shopping Help or contact us at customersupport@brildor.com, we will answer you shortly.
 

Order management

Can I place an order by email or by phone?
No, all sales are made through the online store.
How do I shop on the Brildor Store?
Add desired items to the cart and press on "PLACE ORDER" when you are ready to check out. Then, follow the steps provided.
Do you close during the summer holidays?
We do not, and orders will be processed normally throughout the summer. However, our staff goes on holiday by turns and so a department may be inoperative for 1 or 2 weeks in August. You can check it in the Contact section.

Customer account

Do I need to register as a customer to place an order?
No, you will automatically be assigned a customer account when making your first purchase.
What are the advantages of having a customer account at Brildor?
It makes your purchases and enquiries easier on our online store. After signing in, you will be able to:
  1. save your shopping cart to check out at another time.
  2. place orders without re-entering your data.
  3. repeat an order.
  4. check and modify your billing/shipping address.
  5. check your credit balance.
  6. subscribe and unsubscribe to our newsletter.
How do I sign in to the store?
Click on "Sign in or register", in the upper right area of the screen and follow the steps.
What should I do if I cannot remember my password?
Click on "Sign in or register", press on "Forgot your password?" and enter your email address. You will receive a link to your mailbox. Click on that link, and you will get to a screen where you can select a new password.
Can I sign in with two different email addresses?
No, each address is linked to a customer account. We recommend you only use one email address to sign in, to prevent your orders to disseminate over several accounts.
Can I change my company's data and VAT number?
For legal reasons, we cannot modify the VAT number of a company that is already registered on our online store. If you have set up a new company with a new VAT number, you will have to create a new customer account with its email address. If you want to keep using the same email, please send an email to contabilidad@brildor.com.

Taxes

Do the prices include VAT?
No, never, and neither are the shipping costs. After adding items to your cart, select "View Cart" or "Place Order", and you will see the VAT amount that will be applied to the invoice.
Will VAT be applied if I live in the Canary Islands?
No, it will not. If your order is showing VAT, it is because you are not signed in yet, and the store cannot know where you are based. Do not worry, VAT will disappear as soon as you complete your data. The IGIC will be applied when the order reaches customs.
Do I have to pay taxes on orders to the Canary Islands, Ceuta, Açores or Madeira?
We do not charge SAD departure expenses, but you must pay taxes and fees for customs clearance at destination. Those charges are between €15 and €25.
In which cases can I benefit from a VAT exemption?
The only cases in which we can issue a VAT-free invoice are the following:
  1. If you are a company based in an EU country and registered as an intra-Community operator. In this case, you must notify us of your intra-Community operator number that we will check through the VIES system.
  2. If you are a company based in the Canary Islands, Ceuta, Melilla or a country outside the EU deliveries to these destinations will be considered as exports, as long as we can prove that the merchandise has left the EU through a supporting shipping document, as stated in the Spanish VAT Law 37/1992, dated 28 December.

Prices

Do you have special prices for distributors?
There are no fees for distributors. Some items may have quantity discounts that will show on their product card.

Payment method

How can I pay for my order?
By debit or credit card, Instant Financing with Pagantis, bank transfer (only countries with euro as their official currency) or PayPal.
Can I pay cash on delivery?
No, we do not accept this payment method.

Shipping

How can I know my order's shipping cost?
When all the products are in the shopping cart, click on "View Cart" in the upper right area of the screen. You will then be able to calculate your shipping cost by selecting the destination and your shipping preferences. We have negotiated for you the best rates, starting at €19.99 for the UK and €17.94 for Ireland.
When is my order prepared?
If the product is available and the order and payment are processed before 11.00 a.m.* (10.00 a.m. in August), your shipment will be prepared and given to the transport agency on the same day.
How quickly will I get my order?
Delivery times for shipments to a European Union country are 2 to 7 working days, depending on their size and weight. Small shipments (up to 3-5kg) travel by air transport and their dispatch is faster. Bigger packages are delivered by ground transportation and require more time. We do not send partial shipments of orders.
Do you ship to other countries?
Yes, to all the European Union and some non-EU countries. We can only sell to countries that appear in the "SHIPPING COST" calculation drop-down menu (inside the shopping cart).
Are the deadlines always met?
Unfortunately not, but we deliver more than 95% of our orders within the deadline. If we fail to do so, you can ask for the cancellation of the order, and we will refund the money immediately.
Would you rather send your agency for collection?
If you indicate it when placing the order, you will receive a notification email when the order is ready to be collected. Pick up times are from 7.00 a.m. to 5.00 p.m.* (6.30 a.m. to 1.30 p.m in August). Keep in mind that when you receive the notification, your order will be ready. If after 15 days of such notice, you fail to pick up the merchandise, the order will be cancelled. Items will be returned to their location in the warehouse, charging 5% of the goods' value in terms of handling expenses.
What should I do if I need a faster transit?
You can send your own agency to collect the order.
Where will I receive my order?
At your account's "Shipping Address" (never at a post office box). If you do not specify this address, we will understand that it is the same as your "Billing Address". Do not forget that our rate only allows for street-level deliveries.
Can I collect the order personally?
Yes, notify it when placing the order and wait for the reception of our confirmation email to collect it at our facilities in Benimarfull (Alicante).

Returns & Exchanges

Can I return a product?
If you are not satisfied with a product, you can return it as long as it has not been used. It must remain in the same original packaging and its original condition. In the By the Metre service, since the product has been handled, no refunds will be made except for product defects. In the case of textile vinyl, we do admit returns on the cutting service, provided that 5 or more metres have been purchased. The deadline for any type of return is 30 calendar days from the date of delivery.
What should I do to return an item?
Explain the problem using the form or by sending an email to customersupport@brildor.com, always indicating the order number. We will contact you by email and will give you instructions to follow.
What is the cost of a return?
If you have received a defective item, or if we made a mistake, returning the product is costless for you. If Brildor has not caused the reason for the return, you will have to send the goods through your agency. The refund will be paid to your Credit once our technical department has checked its condition. It will be available for use in your next purchase.
How will I receive my refund?
Once the return is approved, received and verified, its amount will be added to the balance in "My Credit". If you prefer, we can also pay it through the same method you used to make the purchase.

*All times are given in UK time

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