Shopping Guide

HOW TO BUY

To buy in Firulastar is very easy, it follows the following indications:

  1. Select the product that you want to buy through our menu of categories and subcategories.
  2. Click on the product that you are interested in to visualize its file in which you will be able to see the photographs of the product with detail, its description, the available sizes, its composition, etc.
  3. If you want to buy the product, click on the ADD TO THE BASKET button.
    Then you can choose to keep buying or go to MY BASKET to process your order.
  4. If you want to buy more products in Firulastar, repeat the process until you add all the products you want to your basket.
  5. To finalize your purchase, you have to access MY BASKET and click on CONFIRM BUY.
  6. To process the order you will have to Register if it is your first purchase or Identify yourself if you are already registered in www.firulastar.es
  7. Once registered / identified, check that all basket products and shipping details are correct and click FINISH PURCHASE.
  8. Then a page will open on the bank gateway from where you can manage the payment by credit card.
  9. Once the payment process is completed within the bank’s gateway, you will see the summary of your purchase.
  10. You will receive by email the confirmation of your purchase with a summary of it.

GENERAL INFORMATION

  1. Where can I buy from www.firulastar.es?
    You can make your purchases from: Andorra, Australia, Austria, Belgium, Bulgaria, Cyprus, Corsica, Czech Republic, Denmark, France, Germany, Hungary, Guernsey, Hungary, Ireland, Northern Ireland, Italy, Japan, Jersey, Latvia, Lithuania, Luxembourg, Malta, New Zealand, Norway, Poland, Portugal, Qatar, United Kingdom, Czech Republic, Romania, Russia, Sweden, Switzerland, Turkey.
  2. If I lose my password, how can I recover it?
    If you have forgotten your password, you can retrieve it in the MY ACCOUNT section, follow the steps and we will send an email to activate your password.
  3. How do I know if my purchase was successful?
    When you have completed your purchase, you will receive an email confirming that it was successful. In addition, in the section MY ACCOUNT you will be able to consult all your orders made. If you do not receive the email or have any other problems, you can contact us at info@firulastar.es
  4. Is it safe to enter my data in the buying process?
    All information provided by the customers of www.firulastar.es will be incorporated into a database owned by Firulastar, SL, used solely to process purchase orders, to facilitate navigation and purchase and to inform via e- Mail or mail of new products, special offers and novelties related to the products offered in this web page. We guarantee that the data provided by customers will not be shared with third parties or companies.

PAYMENT

  1. How can I pay for my orders at www.firulastar.es?
    Payments at www.firulastar.es are made securely by credit card: Visa, Visa Electron, Mastercard.
  2. Is it safe to buy online?
    In order to give maximum security to the payment system, FIRULARTAS.ES uses “secure payment” systems from leading financial institutions in electronic commerce. In this sense, the confidential data of the payment are transmitted directly and in encrypted form (SSL) to the corresponding financial institution. For Visa and Mastercard payment, FIRULASTAR only accepts CES (Secure Electronic Commerce) transactions with the international 3D Secure protocol that is distinguished by the distinctive Verified by Visa and Mastercard SecureCode. The Safe Electronic Commerce is an initiative that has as basic principle to guarantee the security in the transactions by Internet. When you make the payment through the secure payment gateway, the system will automatically verify that the credit card is activated for Safe Electronic Commerce. Then, it will connect with the issuing bank of the same, which will request that it authorize the operation through a personal authentication code. The operation will only be performed if the bank issuing the credit card confirms the authentication code. Otherwise, the transaction will be rejected. As a complementary measure to the “Secure Payment” system and with the aim of collaborating in the prevention of Internet fraud, FIRULASTAR reserves the right to verify the personal data supplied by the client and to take the measures it deems appropriate (including Cancellation of the order) in order for the goods purchased to be delivered in accordance with the data contained in the order.

Shipping & Returns

  1. Where can I receive my order?
    You will receive your order at the address you indicate, it can be your home, your place of work, etc., but never a PO box.
  2. Can the country of delivery be different from the country of purchase?
    The country of delivery always has to be the same as the one indicated on the purchase at the time of registration.
  3. As the shipping cost?
    For domestic shipments to Spain, shipping costs are € 5. Shipments to Canary Islands, Ceuta, Melilla and Baleares are due. Finally, the shipping costs to other destinations are calculated at the time of order confirmation and the calculation is made taking the weight of the order and the country of destination.
    * Shipments to Ceuta, Baleares, Canary Islands, Melilla and Gibraltar; The possible customs charges, are not included in our rates and will be billed separately.
  4. What is the delivery time for the orders?
    National: Within approximately 4 working days (with the exception of the Canary Islands, Ceuta and Melilla)
    International: 7 days approximately.

RETURNS AND CHANGES

  1. Return by withdrawal:
    In case of not being satisfied with the products selected, you as a consumer may withdraw from the Contract and have 15 working days to return them, without penalty and without having to indicate the reasons. In no case will you be reimbursed for the price paid for such products, but you will be offered the possibility of exchange for another product or for the amount of the purchase made by you, the latter without limit of expiration. You will be responsible for the direct costs of returning the product when you do not do the direct return in store. Products must be returned in the same condition as they were received including their original packaging, with all instructions, documents and product wrappings. No refund will be made if the product has been used beyond the mere opening of the product or if it has suffered any damage, so be careful with the products while in your possession.
  2. Returns of defective products:
    In the cases in which you consider that at the time of delivery the product does not comply with what is stipulated in the Contract, you should contact us immediately through our contact form providing the product data as well as the Damage that suffers, or by telephone to the number 942844609 where we will indicate the way to proceed.
    The product can be returned in our shop FIRULASTAR, El Encinar Shopping Center. Camino del Cura, 10, 28109 Alcobendas, Madrid or making it arrive by a courier service through the Post Office.
    We will carefully examine the returned product and will inform you by e-mail, within a reasonable time, if the CHANGE or replacement thereof (if applicable) will proceed. The CHANGE or substitution of the article will be made as soon as possible and, in any case, within 15 days after the date on which we send you an email confirming that it is appropriate to return or replace the non-conforming article.
  3. Party Supplies Returns:
    No changes or returns are allowed on party items, whether clothing or accessories and shoes, after 24 hours.