Refund policy

1) Seller & contact

CASA MANGURRINO
NIF: 06699829K
Calle Zurbano, 92, Chamberí, 28003 Madrid, España
Contact (shipping & orders): contact@casamangurrino.com


2) Shipping destinations

We ship to EU countries available at checkout. If your destination is not selectable, it may be temporarily unavailable due to carrier limitations or delivery constraints.

Note: Non-EU destinations are not covered unless explicitly offered at checkout.


3) Processing time (order preparation)

Processing time depends on the product format:

  • Whole pieces (e.g., whole ham/lomo): typically prepared in 1–5 business days.

  • Sliced / portion formats (machine-sliced or hand-carved): prepared to order, typically 3–5 business days, as we slice, portion, and vacuum-pack specifically for your order.

  • Olive oil bottles: typically prepared in 1–3 business days.

During peak periods (holidays, promotions, limited releases), preparation may take longer. If we expect a meaningful delay, we’ll contact you.


4) Dispatch days and weekend protection (food & premium goods)

To reduce the risk of parcels being held in transit over the weekend—especially for sliced products—we may schedule dispatches to avoid unnecessary storage time with carriers. In some cases, this can slightly extend dispatch timing to protect product quality.


5) Delivery times (estimates)

Delivery times vary by destination and carrier service. Estimated transit times after dispatch are typically:

  • Spain (mainland): 24–72 hours

  • EU nearby (Portugal, France): 2–4 business days

  • Other EU destinations: 3–7 business days

  • Remote areas/islands: not covered

These are estimates, not guarantees. Factors like weather, strikes, peak season, or carrier disruptions can affect transit.


6) Shipping fees

Shipping fees are calculated and shown at checkout, based on destination, weight/volume, and service level.


7) Tracking

When available, you’ll receive a shipping confirmation email with tracking details once the order is dispatched. Tracking updates are provided by the carrier and may take time to appear after label creation.


8) Delivery address & customer responsibilities

Please ensure your delivery details are accurate and complete, including:

  • full address, door code, floor/unit, and a valid phone number (if required by the carrier).

If a parcel cannot be delivered due to incorrect details, repeated absence, or refusal, it may be returned to us. In such cases:

  • we can reship the order (additional shipping costs may apply), or

  • if reshipping is not possible (especially for sliced/food-safety sensitive items), we may not be able to offer a full refund.


9) Packaging and protection (sliced products & olive oil)

We pack each order to protect quality and minimize transit risk:

  • Sliced / portion formats: packed to preserve freshness and integrity (commonly vacuum-packed).

  • Olive oil bottles: shipped with protective materials designed to reduce breakage and leaks.

If exceptional temperatures or conditions could compromise product quality, we may adjust dispatch timing or packaging methods where reasonably possible.


10) Upon delivery: storage guidance (best experience)

For best enjoyment, we recommend:

  • Sliced/vacuum-packed blisters: store refrigerated 4–10°C and consume promptly after opening for peak aroma and texture.

  • Whole pieces: store in a cool, dry place away from direct heat/sunlight.

  • Olive oil: store in a cool, dark place away from heat sources; close the cap tightly after use.

(Always follow the product label and any instructions on the product page.)


11) Damaged parcels, leaks, or breakage (important)

If your order arrives with visible damage (crushed box, broken bottle, leaking oil, torn vacuum seal, etc.):

  1. Take photos immediately: outer box, inner packaging, labels, and the damaged item(s).

  2. Contact us as soon as possible, ideally within 48 hours of delivery, at retur@terramaris1982.com with your order number and photos.

We will assess the case and offer an appropriate solution (replacement, refund, or other remedy depending on the situation and legal rights).


12) Missing items / wrong items

If something is missing or incorrect, contact return@terramaris1982.com with your order number and a photo of what you received. We’ll resolve it as quickly as possible.


13) Force majeure and carrier disruptions

We are not responsible for delays caused by events beyond our reasonable control (e.g., severe weather, strikes, customs/security checks even within logistics networks, or carrier system disruptions). If this happens, we will support you with tracking assistance and practical solutions where possible.