FAQ
Frequently Asked Questions (FAQ)
About Our Products
1. What kind of products do you sell?
We specialize in high-quality Spanish food products — including cured meats, cheeses, olive oils, alcohol-free wines, and gourmet delicacies — carefully selected from trusted Spanish producers.
2. Are your products authentic and made in Spain?
Yes! All our products are 100% authentic and sourced directly from Spain. Some have French or Italian origin. We take pride in offering traditional Spanish flavors to customers across Europe.
3. Do you sell perishable items?
Yes, some of our items (such as ham, cheese, or chorizo) are perishable. We package and ship them carefully to preserve freshness during transport. Most of them are vacuum sealed, except the whole pieces.
Shipping and Delivery
4. Where do you deliver?
We currently ship to Scandinavia (Denmark, Sweden, Norway).
If you live outside these regions, please contact us — we’ll do our best to arrange shipping.
5. How long does delivery take?
Delivery time depends on the destination:
Scandinavia: 5–10 business days
Please note these are estimates — customs and courier delays may occasionally occur.
6. How much does shipping cost?
Shipping fees are calculated automatically at checkout based on your order’s weight and destination. You’ll always see the full cost before confirming payment.
7. Will I receive a tracking number?
Yes! Once your order ships, we’ll send you an email with your tracking number so you can follow the shipment online.
Orders and Payments
8. What payment methods do you accept?
We accept secure online payments through Shopify Payments, G Pay, Klarna, and major credit or debit cards (Visa, Mastercard, Amex).
All transactions are processed securely using SSL encryption.
Returns and Refunds
9. Can I return my order?
If you’re a consumer, you have the right to return non-perishable items within 14 days of receiving your order.
However, we cannot accept returns for perishable or opened food items for hygiene and safety reasons.
10. How do I request a return or refund?
- Email us at santiagofraguas@donjamon.net with your order number and reason for return.
- Wait for our confirmation and return instructions.
- Send the unopened product back in its original packaging.
We’ll issue your refund once we receive and check the returned goods.
11. What if my order arrives damaged or incorrect?
If your package is damaged or an item is missing, please contact us within 7 days of delivery.
We’ll investigate and offer a replacement or refund at no extra cost to you.
Accounts and Communication
12. Do I need to create an account to place an order?
No, you can check out as a guest. However, creating an account allows you to view order history, save your address, and speed up future purchases.
13. How can I contact customer service?
You can reach us anytime at:
santiagofraguas@donjamon.net
We aim to respond to all messages within 24 hours on business days.
Business Customers (B2B)
14. Do you sell to companies or restaurants?
Yes! We supply authentic Spanish food products to businesses, restaurants, and retailers across Europe.
Contact us for wholesale inquiries at santiagofraguas@donjamon.net.
Invoices and Taxes
15. Will I receive an invoice with my order?
Yes — all orders include a digital or printed invoice.
Business customers can provide their VAT number for proper invoicing within the EU.
Privacy and Security
16. Is my personal data safe?
Absolutely. We comply with the EU General Data Protection Regulation (GDPR).
Your personal information is securely processed and never sold to third parties.
You can read more in our Privacy Policy.