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Frequently Asked Questions
Do you have any question? Click on the question that interests you and we will show you all the information you need.
- How do I place my order?
- Why can't I sign up for an account?
- How do I modify my personal data?
- How I can know if my order is registered correctly?
- How do I change or cancel my order?
- How can I pay?
- Is the site secure?
- What can I do if my payment was declined?
- Do the prices include VAT?
- Can I make the invoice in the name of a company?
- How long will orders take to reach me?
- How much does shipping cost?
- What if I'm not at home at the time of delivery?
- What happens if I receive a faulty or incorrect product?
- Can I add a different delivery address to the invoice?
- Do I receive the invoice with the package?
- How do I return or exchange an item?
- Does the product have a warranty?
How do I place my order?
Online store 24 hours a day, 7 days a week.
Why can't I sign up for an account?
If you have trouble signing up in Octilus, it may be due to several reasons:
- You were previously registered with the same e- mail. In that case, it is best that you resend your e- mail password that you had before and use the old.
- The mandatory fields marked with * are not completed or your data is not correct.
- Privacy statement is not accepted. Along with personal information, and product management should accept the privacy statement for registration, and continue the process.
How do I modify my personal data?
You can modify all your personal data by accessing in my account. You can change your password, email address, billing and shipping addresses.
How I can know if my order is registered correctly?
When you finish your order, a confirmation screen will appear indicating the order number and then you will receive a registration confirmation mail.
How do I change or cancel my order?
If you wish to cancel an order , you must notify us as soon as possible to our mail. You have to add the order number and the reason why you cancel. You may apply management costs if you cancel the order without just cause. Proceed to cancel the order and refund.
How can I pay?
Depending on your country, payment types are different. For more information about the options available in your country, check section C of our conditions of sale.
Is the site secure?
Octilus guarantees a purchase from an online store where security of your personal information and your payment is completely confidential.
In Octilus, comply with the regulations of the Spanish Data Protection Agency to ensure we protect and not used for other purposes you have authorized us not, all your personal data.
In card payments, you will introduce the details of your card directly at the POS alone bank. In this way, we guarantee a completely secure transaction.
When paying with PayPal, you bring them your account details directly onto the secure server of PayPal, who was in charge of arrange collection.
What can I do if my payment was declined?
It may be for several reasons. The first thing is to check that you have entered the data correctly. If the problem persists please contact our Customer Service.
Do the prices include VAT?
Yes , The price indicated at all times next to the product including VAT.
Can I make the invoice in the name of a company?
Indeed, in Octilus we give you the opportunity to get the bill of company or autonomous. Regardless of the billing address , you can send the order to the address you need. It is not necessary that the billing and shipping address be the same. However, you must write it down before your submission.
How long will orders take to reach me?
Depending on the type of delivery, the delivery time is different. For more information about options available for your country, check section B of our conditions of sale
How much does shipping cost?
Depending on the type of delivery, the price is different. For more information about options available for your country, check section B of our conditions of sale
What if I'm not at home at the time of delivery?
If you are not home, the carrier will leave you a note to contact them and arrange a second delivery, without additional costs. If you are not at home this second time, you'd have to go to the nearest post office, within a week. Otherwise, the package would be returned. Please, note that if the courier cannot access to the portal of your home, he won’t let you the passing note.
What happens if I receive a faulty or incorrect product?
If you receive a defective product or a wrong item, you must contact us immediately by email.
In the event that the client detects a problem at the time of delivery of your order ( defective product, damaged packaging , missing or damaged products) must contact our customer service center at the email within firstname.lastname@example.org the first 24 hours of receipt . If not reported , no claims will be accepted.
WE WILL NOT ACCEPT ANY ITEM MISSING OR DEFECTIVE IF YOU DON’T CONTACT US WITHIN 24 HOURS FOLLOWING DELIVERY ORDER.
Sometimes we do not send everything you've ordered in one delivery (eg, temporary lack of stock ) , so first, we ask you to check your email to see if you have notice that some of your items are shipped separately . If we have not contacted you , let us know your issue to our Customer Service Department by email (email) ..
Can I add a different delivery address to the invoice?
Yes , you can add other than the billing address for the shipment of your order. In the checkout process , after filling the data for the invoice you can add another address for shipping.
Do I receive the invoice with the package?
Yes, Octilus always attach the invoice with the package.
How do I return or exchange an item?
Octilus gives you the chance to benefit from 45 days (instead of 7 days marking the article L 121-20 of the Consumer Code ) to return a product you are not satisfied. This period starts from the date of receipt of your package.
You have 45 calendar days to change your mind!
Products must be returned in their original condition with the original packaging together with the invoice. You can return the products for 45 days from the date you received your package and we will refund the total product cost. Shipping costs of returning goods yourself. If the product is opened, it is essential that the packaging and contents as well as accessories, are in perfect conditions. We cannot access your refund request if the packing is worn, tampered or damaged product or its accessories.
Does the product have a warranty?
Under the provisions of Royal Decree 1 /2007, all products sold by Octilus benefit from a legal guarantee of conformity which lasts two years for new products.
But only if the defect or non- conformity of the product occurs during the first six months , it is understood that the fault existed when the product unless proven otherwise delivered.
If the lack of conformity becomes apparent after those first six months, which you will , to make use of the warranty, you must show that the problem is factory and has not been caused by misuse or by the passage of time. To do this, we suggest you ask an expert , the cost shall be borne , in order to specify the cause of the lack of conformity and whether it has been caused by misuse of the device or not . If it is shown that the failure is factory , you will be entitled to benefit from the guarantee.
The covers are considered decorative products except those in which other special features specified.
Return screensavers whose installation was not properly done is not acceptable.