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Shipping and Return Policy

How long does my order take?

We work hard so you can have your order at home as soon as possible. Orders take approximately 24-48 working hours from when they leave the warehouse within the peninsula and 3-7 working days to the islands and the rest of Europe.

Can I return my lava?

At It's lava we want our customers to feel 100% comfortable with their purchase, so if it is not what you expected, you have up to 15 calendar days to 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 process the return within 7 working days, except in the case of an exceptional situation that must be justified.

In case of deterioration of a product due to use or misuse, It's lava is responsible for up to a maximum of one month after receiving the product. After 30 calendar days It's lava does not take charge of cases of deterioration due to use.

 

Can I make an item change?

At It's Lava we do not make exchanges of articles, but returns. Therefore, if the customer wishes to change the item for a different one, they must purchase the new item and return the old one. The refund of the returned item will be made once It's lava receives the order and verifies that it is in perfect condition.

TO PROCEED WITH A RETURN, THE FOLLOWING STEPS MUST BE FOLLOWED:

  • You must inform about the return through the email hola@itslava.es within a period of 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.
  • The return must be executed within a maximum period of 7 days from the date on which the client is informed of the address to which the product in question must be sent. In the event that this period is exceeded, It's Lava will not be responsible for the return and will proceed to send the order back to the customer.
  • 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.

What happens if I detect some type of defect in my article?

We want to offer our clients the best possible experience with our articles. As they are made by hand, it is possible that they occasionally present some damage, for this reason we review all our articles one by one before being sent.

Even so, if upon receiving the item you detect any type of damage in it, you must notify us within a maximum period of 72 hours from the delivery of your order to the email hola@itslava.es . You must report the defect or attach photos of it so that we can make an item change or proceed to repair it, the product in question cannot be used. After that period It's Lava will not be responsible for the damage.

Alcoholic liquids such as hydrogel are corrosive to synthetic materials, It's lava is not responsible for these damages.