FAQ

Shipping policy

SPAIN

-FREE above orders + € 39.

Otherwise, € 4.99 shipping costs for Spain including the Balearic Islands.

EUROPE

-FREE above orders + € 100.

Otherwise

-GLS EUROPE: € 8.99 shipping costs to Germany, Austria, Belgium, France, Italy, the Netherlands, the United Kingdom and Portugal.

-GLS EUROPE 2: € 14.99 shipping costs to the Czech Republic, Denmark, Slovakia, Slovenia, Liechtenstein and Poland.

-GLS EUROPE 3: € 19.99 shipping costs to Bulgaria, Croatia, Estonia, Finland, Hungary, Ireland, Latvia, Lithuania, Romania, Serbia, Sweden.

SPAIN: 1-4 Working days.

EUROPE: 2-7 Working days.

Yes. We will send you a confirmation e-mail after receiving your order. If you think that money has been taken from your bank account and you have not received a confirmation e-mail then please check your spam folder. If you have created an account, your order will also be visible on your account page.

Yes, during check-out you can choose to 'Use a different billing address' where you can enter a different address than the billing address.

Here are two ways to check the status of your order:

• In your Protella account: When you log in at protella.com and go to “My Account” and then “My orders” you can check the status of the shipment of your order.
When your order has been fully processed, the status will show as “xxxxx”.
Once the order has been shipped the status says “shipped” and a link with the transport, number will appear under the status.
When you click on the link, you will be forwarded to the site of the responsible courier and the tracking info of your order will appear.
Please note that the tracking link is only activated the moment the courier has received the package.

• E-mail: When the package has been shipped out you will receive a shipping confirmation by e-mail with a tracking link of the shipment.
When you click on the link, you will be forwarded to the site of the responsible courier and the tracking info of your order will appear.
Please note that the tracking link is only activated the moment the courier has received the package.

That depends on the shipping status. Please contact our Customer Service Department as soon as possible and have your order number ready. Once your order has been processed, it can no longer be cancelled.

PAYMENT OPTIONS

At the bottom of each page, you will find the different payment methods.

Yes, you will receive the invoice after your whole order is processed. We will update you by e-mail. In this e-mail the invoice is attached as part of our sustainability contribution.

Like most trustworthy websites, we use SSL technology (Secure Socket Layer) to protect your personal information when it's being sent over the Internet. SSL is the standard for payments over the Internet and is supported by Chrome, Firefox, Microsoft Internet Explorer, Safari and other popular browsers. We use this technology to encrypt sensitive information before it is sent over the Internet. SSL technology prevents your information from being accessed when you are submitting it.

One discount voucher code can be used per order. Possibly not applicable on sale items. Possibly only applicable on selected items. Possibly only applicable on orders with a minimum / maximum order value. A replacement voucher is only generated once after an order on which a code with an absolute amount was used was returned or cancelled. When a discount voucher code value is higher than the order value no new discount voucher code is generated for the rest amount

When selecting PayPal at the checkout you will be asked to log in to your account to confirm the payment.

We accept payments by Visa, Mastercard and American Express. Like most trusted sites, we use SSL (Secure Socket Layer) technology to protect your personal information when it is sent over the internet. When the order is canceled, the hold will be removed from the credit card within a few business days (this will depend on your bank).