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Frequent questions

How long does it take for orders to arrive (except in exceptional situations such as vacation periods or pandemics)?

If your order is addressed to a point within the peninsula, the duration of this will be 24-48 business hours once it has left the warehouse. The Balearic Islands 48-72h and the rest of Europe, the Canary Islands, Ceuta and Melilla 2-7 days.

 

Can I return my LAVA?

At IT'S LAVA we want our clients to feel 100% comfortable with their purchase, so if it is not what you expected, you have up to 15 calendar days to change or return your order, counting from the day you received it. (EXCEPT SELECTED PRODUCTS)

To make the change or return, the product must be in perfect condition, in its original packaging (with everything inside) and with its corresponding labels.

Once It's Lava has been notified of the incident, the client must execute the procedure within 7 working days , except in the case of an exceptional situation, which must be justified.

 

How should I care for and clean my LAVA?

In the case of synthetic leather models, washing should be with neutral soap or alcohol-free wipes. Contact with materials such as acid soaps, alcohol, perfume or hydrogel are completely corrosive with synthetic materials, so they will damage the surface of the bag or accessory in question. IT'S LAVA is not responsible for these damages or collateral damage due to misuse of the product.

In the case of fabric models, we recommend a careful hand wash and without using acid soaps.

We recommend storing the bag in the bag in which it is delivered to give the product a long life.

 

To proceed with a return, the following steps must be followed:

  • You must report the return via email hola@itslava.es within 15 calendar days from the day you received your order.
  • The administrator of the Web page will inform the USER/CLIENT of the address to which the product must be sent.
  • The USER/CLIENT must return the products through a courier company of their choice . The return must be paid by the USER/CLIENT unless it is an error on the part of IT'S LAVA.
  • The package must contain both the CLIENT's first and last name and the order number in question.
  • Once the return is received after verifying that it is in perfect condition, the amount of the product will be refunded, the amount returned will appear again in your account in a period of 1-7 days, depending on the banking entities involved.
  • In the event that the package does not arrive at our offices, It's Lava is not responsible for the refund of the amount.
  • Changes are not accepted, only returns. In other words, if you want to exchange one item for another, you will have to purchase the new item and return the old one. Upon receipt we will refund the price of the returned item.

 

Return refund to user/customer

The administrator of the web page will manage the return order under the same system that was used for the payment. The application of the return in the account or card of the USER/CLIENT It will depend on the card and the issuer. The application period will be up to 30 days for credit cards.

 

How can I contact LAVA?

You can use both the contact form and write to us at hola@itslava.es, within a maximum period of 48 working hours we will answer you.

 

What material are the accessories made of?

From the first moment we knew that we wanted high quality accessories but where the use of animal leather was not necessary. Thanks to our national suppliers we can work with high quality synthetic and recycled materials, avoiding animal skin and using a zero waste pattern.

 

Where are the accessories made?

All our products are designed and made in Spain. Our workshops are distributed throughout the province of Alicante and Catalonia.