What are customer service hours?
Our team is available from Monday to Friday from 9:00 a.m. to 6:00 p.m. We will try to answer you and solve anything as quickly as possible.
Please note that our team is not available during holidays in the Community of Catalonia, but we will be happy to assist you the next business day.
How to redeem a discount coupon or promotional code?
Once you have all your products added to the cart, on that same page at the bottom you will find a "Apply discount code" box. It is right there where you must enter the code to enjoy your discount.
If the code gives an error, write to us at email@example.com so we can fix it as soon as possible.
Where can I buy your products?
You can buy them online at www.protella.com or other websites such as Amazon, Miravia, Decathlon, Bulevip...
There are also physical stores throughout Spain selling sports supplements, nutrition, herbalists... that have our products. Write to us at firstname.lastname@example.org and we will help you find the store that is closest to you.
Are the products suitable for children?
Yes, Protella products, except sports supplementation, can be consumed by children and are a healthier alternative to other products on the market, since they are without added sugar, without palm oil and have protein.
Are your products suitable for diets and weight loss?
Our products are good substitutes for typical industrial pastries, since they do not contain added sugars, do not contain palm oil and have protein.
They are ideal for those moments when, being on a diet, we feel like something sweet and can enjoy it without any regrets.
What allergens do your products have?
Most of our products may contain gluten, lactose, nuts... In the description of each product you will find all the nutritional information as well as the allergens of the product.
If you have any intolerance, contact us to email@example.com and we will be happy to help you.
Are Protella products vegan?
Not as many as we would like to have, but yes, we have some vegan products. You can find them all in the "Vegano" section found in Food.
ORDERS AND SHIPPING
What countries do you ship to?
We ship to all of Spain (except the Canary Islands, Melilla and Cueta) and to almost all countries in Europe. If you want to place an order from another country not mentioned, write to us at firstname.lastname@example.org and we will help you.
In how much time will my request be delivered?
Confess it! We know you are looking forward to enjoying Protella. We prepare and ship orders every business day. Once it leaves our warehouse, the order is usually delivered within 24/72 hours in Spain. If it is a European country, it may take between 2 and 7 business days.
Can I pay cash on delivery or by transfer?
For now we do not have these payment methods available.
You can place your order with Visa, Visa Electron, MasterCard and American Express. We also have several online payment methods, without using a credit card, such as Google Pay and Apple Pay.
If you have any problem when making payment, contact us at email@example.com.
What should I do if I am absent from my home on the day of delivery?
Don't worry! If you are absent at the time of delivery, the carrier will notify you by SMS, email or telephone so that you can arrange a new delivery. In addition, when the order leaves our warehouse you will receive an SMS with a tool that allows you to make modifications if you wish and track it at all times.
If you have any problem related to the shipping or delivery of your order, you can contact us at firstname.lastname@example.org and we will help you so that the delivery is perfect.
I just placed an order and I made a mistake or I want to cancel it. What I can do?
Send us an email to email@example.com as soon as possible indicating the number of your order that you wish to cancel or with the change you would like to make.
Please note that, if the order has already been been prepared or sent, it will not be possible to make any modifications or cancel it.
I have received my order but there is a wrong or damaged product. What I can do?
Apologies! Write to us at firstname.lastname@example.org with your order number and tell us what happened so we can solve it quickly. You won't have to worry about anything and it's free of charge.
Can I return my order?
Yes, contact us at email@example.com with the number of your order that you wish to return. We will contact you to tell you how to process the return.
Please note that to return an order, the period of 14 calendar days cannot have passed and that we do not accept returns of opened, used or products that do not retain their original packaging. Once your order has been received in our warehouse and its good condition has been verified, the refund will be processed directly immediately with the same payment method used for the purchase. The refund will be visible within 2 to 5 business days.
In this case, you only assume the costs of returning the product to our warehouse.