Shipping & Returns

Shipping

Delivery times

As long as the product is in stock, we try to ship orders the same day or within a maximum of 24 hours after receipt of the order. This forecast is valid for orders placed before 15h (for shipment to Spain).

If we receive your order on a Sunday or holiday, we will prepare it to be ready the next working day. 

The delivery time in Spain of your order is 24 to 48 hours within working days.

*If due to force major circumstances beyond Hamzah’s control the shipment is delayed, such as storms or other circumstances, we cannot be held responsible for the delay.

For shipments in Peninsula, the shipping cost is free. As a general rule, we do not ship to the Balearic Islands, Canary Islands, Ceuta or Melilla. But you can always contact us to see if it is possible.

International shipments

For international shipments, we use DHL Express to ship your orders. As it is a requirement when shipping with them to provide the phone number of the person who will receive the package, do not forget to attach it when placing the order. 

The approximate shipping times are:

  • USA and Canada: 4 to 7 working days.
  • Australia: 5 to 8 working days.
  • Europe: 2 to 5 working days.
  • Rest of the world: 7 to 12 business days.

*Please note that these shipping times are approximate and not binding.

If your order is destined for a country outside the European Union, it is possible that the shipment may be subject to duties, taxes or other charges due to local and/or customs laws. We will ship your package via the DDU (Duties and taxes upaid) Incoterm, which means that Hamzah will deliver your package, but will not be responsible for any local taxes or customs charges.

The person to whom the order is addressed will be responsible for all customs costs associated with importing the goods (even if they refuse the order). Please make sure that if you are sending products from the Hamzah website to someone outside the European Union that they are aware of this.

It is also possible that, for customs reasons, the order may be delayed.

General shipping and courier terms and conditions

For shipments to Spain, the courier company in charge of the delivery and transport of all our orders is Nacex, although we also work with other companies.

In case you want to make a change in the delivery address once the order has been placed, it is essential that you notify us as soon as possible. Once the package has been dispatched, it will not be possible to make any change of address. If you want delivery to a different address once the order has been shipped, there will be a surcharge equivalent to the shipping cost.

We do not ship to PO Boxes.

The courier makes two delivery attempts at the address indicated. If no one is at home, they will contact you to arrange a second delivery or you can pick up your package at your local office within ten days.

The extra expenses derived from possible errors on the part of the buyer when providing the delivery address will be borne by the buyer.

To avoid incidents with the delivery please make sure that the address you indicate when placing your order is correct and complete (street number, floor, local, zip code, etc.) and that there is usually someone to receive the package during working hours (if your schedule is complicated, we can send it to work or to a family member or friend’s house). Don’t forget to give us your telephone number.

Exchanges and returns

Deadlines

You have 14 natural days from the moment you receive your order to make any change or return free of charge.

When can I exchange or return an item?

  • I received my order in bad condition
  • I have the wrong model and I would like to exchange it.
  • The product is not what I expected and I would like to exchange it for another one or return it.

In either case, it is imperative that the products subject to exchange or return are in perfect condition and without obvious signs of use, otherwise no exchange or return will be possible. It is your responsibility to provide adequate packaging to ensure that the items arrive in perfect condition. If you have difficulty finding suitable packaging, we suggest using the original box in which you received your order. If the items are received in poor condition, we will not be able to make the requested return. 

What do I have to do to make an exchange or return?

Write us an email to info@hamzah.es informing us of your intention to exchange or return an item and we will let you know how to proceed. Normally, the process is as follows:

Request the exchange or return by mail within a period not exceeding 14 calendar days from the date of receipt of the product. To help us continue to improve, please let us know the reason for the return. In case of requesting an exchange, you must indicate the model for which you want to make the change. 

In exchanges or returns the items must be sent:

In their original condition (including labels and packaging), along with any related accessories, and in conditions that demonstrate that the product has not been used, washed or damaged.

Changes

As soon as your exchange is approved by our Customer Service team, you will have to send it to your nearest office or delivery point of our courier service. If it is not possible to deposit the package, we offer an express exchange service by which we will pick up your shipment with our transport company at the address and time that you indicate for an extra cost (from 7.95 €). (Valid for Spain).

In some cases we will not need to check the product and you will be sent the new item in a return service, in which the courier will deliver the new product and pick up the product you want to change. It is important that you have the product you want to exchange ready. In case of non-delivery of the item you want to exchange, the courier will not be able to deliver the new item.

Returns

After approving the return, you must send the product to the address indicated by depositing it in your office or nearest delivery point of our courier. If it is not possible for you to deposit the package, we offer an express return service by which we will pick up your shipment with our courier company at the address and time you specify for an extra cost (from 7.95 €). This amount will be deducted from the refund of your return. (Valid for Peninsula).

Once received at our facilities, you will receive a confirmation email indicating that the amount will be credited to your account within 2-3 working days. You will receive the amount in the same way you made your purchase, through a refund processed by PayPal or a refund on your credit card.

Hamzah will not be responsible for any loss of the package during shipment, and it will be the customer’s responsibility to ensure that the package arrives at our facilities in perfect condition.

Important note: Until we receive the item in our warehouse it is your responsibility. 

How much does it cost to make an exchange or return?

We offer free, fast and easy returns and exchanges within the peninsula (Please note that only the first exchange/return will be free of charge. If you want to make more than one exchange or return, the shipping costs will be on your account).

If you want to make it faster and easier, we also offer an express return service for an extra cost. The costs in Peninsula for the express return service are as follows:  

SPAIN (PENINSULA): 7,95€.

INTERNATIONAL: 17,00€.

If you want to exchange a product for another of a different amount, the difference will be paid or charged by bank transfer, credit card or PayPal.

In relation to the returns you only have to send us the product to be returned to the address indicated. 

Warranty of goods

All Hamzah items are guaranteed for 3 months from the date of delivery of the order. The warranty will only apply in those cases in which there is a manufacturing defect, and the damage has not been caused by misuse. Hamzah will study in detail if, in each case, the damage has been caused by misuse of the parts. To keep your parts in perfect condition, please visit our care guide.

To request a warranty claim, please email us at info@hamzah.es and our Customer Service team will give you further instructions.

Advices

It is important that you check the goods and products when you receive the shipment in order to verify that the products are undamaged and correct. If your product is damaged in transit, whether it is visible or hidden damage, you should report it as soon as possible to the shipping company. If upon receipt of your product you notice that it is damaged or does not match the one you ordered, you must contact us within 30 days from the date of receipt of the product.

All complaints should be addressed to our customer service department. Please provide us with your order number and the reason for your complaint and we will contact you as soon as possible with instructions on how to return the item.