Frequently asked questions
ORDERS:
SHIPPING:
Why haven't I received any email after placing my order?
Notifications related to your order are sent to the email address you used to complete the order. If you're not receiving notifications, you may have entered the wrong email address. We also invite you to check your SPAM (junk mail) folder.
Where I can get my order?
Tell us the address where you want to receive your order. If it is different from the billing address, do not forget to provide us with both addresses.
How will I be informed of the delivery?
Ohana Marbella will send you a confirmation email and the Logistics company will contact you to confirm the date, time and place of delivery.
Can I buy from one country and request delivery in a different one?
No, the purchase and delivery must be in the same country.
How much are the shipping costs?
Shipping is free for peninsular Spain.
For orders destined outside mainland Spain, the amount corresponding to each purchase and destination will be displayed during the purchase process.
The current delivery time that we offer is a maximum of 72 hours for Spain, with delivery in 48 hours being the usual. For shipments abroad, it will be around a week, depending on the delivery time of the destination location.
What are the shipping time and costs?
You can consult all the information about….
How to track my order?
RETURNS:
How I can return an order? Can I return items that do not meet my expectations?
Of course!
In the event that you wish to return the item purchased at https://ohanamarbella.com/en/, you must fill in the information in the RETURNS section in the footer of this online store, or contact us by sending an email to [email protected] and we will indicate how proceed.
How many days do I have to return the order?
From the date of placing the order you have 30 days to return it if you are not completely satisfied.
Do I have to pay expenses for the return?
Returns at https://ohanamarbella.com/en/ are free as long as the place of origin of the merchandise is mainland Spain.
What should I do if an item arrives broken?
Contact us by sending an email to [email protected] attaching a photograph of the item and we will inform you of how to proceed.
When will I receive the refund amount for my order or the items I have returned?
Once we receive the package in our warehouse, and verify that the item you wish to return is in the same condition as when we sent it (except for breakage), the refund of said item will be made through the same payment method with which you bought it.
To do this, we will have previously sent you an email indicating the amount that will be credited to your account. The payment to the credit card always depends on the issuing bank of said card.
In the event that you have to return an item to us, make sure that it is perfectly packed to avoid breakage during transport. Upon receipt of the order, keep the packing box until you are sure that you do not have to return it to Ohana Marbella. In case of return, try to pack it in the same way it arrived.
What to do if I have an incident with my order?
If there has been any incident regarding your order, you can contact us by sending an email to [email protected] and we will contact you as soon as possible.
PAYMENT METHODS:
What forms of payment do I have?
Credit or debit card
Once the type of card has been selected, it is necessary to enter the full number of the credit or debit card without spaces, the expiration date, the security code (CVV / CVC) found behind the card and the data of the card holder. Accepted credit or debit cards are Visa, Visa Electron, Mastercard and American Express. In case of payment with Mastercard and American Express cards, a prior transaction of €1 will be made to verify the validity of the data entered. This amount will be released automatically. The amount of the order will be blocked on the card and will be charged only at the billing of the order. In case of total or partial cancellation of the order, the blocked amount will be released automatically. Release times may vary, depending on your credit card issuer's processing time.
In case of payment by credit card, it will be necessary to proceed with the authentication of two or more factors to finalize the purchase. In addition to the security code (CVV) located on the back of the card, it will be necessary to enter an additional factor to complete the payment, such as a password, a PIN code or an OTP code (one time password), depending on the default settings by your banking entity.
To find out if your card is authorized for authentication or to have additional information about it, we invite you to contact your bank.
PayPal
What is PayPal AutoPay?
This is a PayPal feature that allows you to save your PayPal details on the website and complete the purchase faster, without being redirected to PayPal. You can bypass the email and password login to PayPal account, while keeping your data safe. By enabling this option during checkout on our website, your PayPal account details will be directly connected to your Guess account through a code registered in your PayPal account.
Can I enable one-click payment with PayPal?
Everything is easier and faster if you select PayPal as the payment method during the checkout process and select "I authorize to save my PayPal data and pay faster with one click.”
How can I disable one-click payment with PayPal?
You can easily remove automatic payment directly from your PayPal account settings. For more information, visit the PayPal.comwebsite
Bank Transfer
If you wish to pay for your order by bank transfer, here are our account details:
Owner: ETNIKARTE PLANET S.L
IBAN: ES5201824135480201672753
SWIFT: BBVAESMM
Send us an email with the order number, date and amount to [email protected] with proof of the transfer.
As soon as the amount is in our bank account we will send your order.
What taxes apply to the purchase of products?
The price of each product is indicated on the file for each item and includes Value Added Tax (VAT). If any other tax were applicable, this would be indicated. If your order is blocked in any customs, we are not responsible for the additional charge that this entails.
We are not responsible for customs expenses, tariffs or other taxes derived from special situations (free ports)
How can I apply the discount code to my order?
If you have a discount code, write it on the summary screen of your order in the corresponding box before finalizing it, so that the discount percentage can be applied to the total amount before payment.
