FAQ

By providing quick and easy access to important information we seek to help you reducing your inquiries about our online store. If you cannot find what you are looking for please, send us an email and we will be happy to assist you.

PURCHASES

How can I purchase your products?

You may purchase our products from any of the countries included in the list provided at our online store. In order to purchase the items of your choice on our website, simply add them to your shopping cart and follow the purchase instructions provided.

If you have any queries, you may contact our Customer Service Department by sending an email to info@tlbmallorca.com and we will be delighted to offer you any assistance you may need in order to make your purchases.

How can I purchase your items online?

1) Make sure that the country specified is the country the order is to be sent to. If this is not the case, you can change the country on the drop-down menu you will find at the top of our page.

2) Once you have found the product you required, select the size and quantity and click on “Add to cart”. Make sure that you have selected the correct size. To find out your size, click on “Size guide” or visit our Fitting guide.

3) When you are ready to finalise your order, simply click on “Finalise purchase” in the corresponding section on the page.

4) Fill in the form with your billing details and select the payment method. If you wish the order to be shipped to a different address, select this option when filling in the billing address.

5) If your details are validated, the order will be successfully completed and you will be able to see the confirmation of your purchase including the order number. This information will also be sent to your email address.

FACTORIA TLB SAU reserves the right to withhold an order for security reasons, if it considers that it is unable to verify the shipping and billing details. Should this occur, the customers affected shall be duly informed.

Please note: FACTORIA TLB SAU aims to display its products in the most realistic manner possible. However, they may be subject to variations depending on the photograph quality and lighting, your device’s screen or other factors beyond our control. Please contact us if you have any queries regarding any of our items.

Which footwear sizes are displayed on the website?

The sizes displayed at TLB Mallorca online store may be UK or European, depending on the model. If you have any queries regarding sizes please, check our fitting guide.

We want to ensure that all our customers are buying shoes that fit properly. Here are some of the uses of our fitting guide:

  1. Ensuring comfort: our fitting guide seeks to help customers find shoes that are comfortable and do not cause pain or discomfort. By measuring the length and width of the foot, this fitting guide can help our customers select shoes that fit properly and provide the necessary support.
  2. Reducing the risk of injury: ill-fitting shoes can cause foot injuries, such as blisters, calluses, and plantar fasciitis. By using our fitting guide, you can reduce the risk of these injuries by selecting shoes that fit properly and provide the necessary support.
  3. Improving performance: shoes that fit properly can improve athletic performance by providing the necessary support and reducing the risk of injury. We help customers selecting their shoes that are appropriate for their activity and fit properly to enhance their performance.
  4. Saving time and money: by using our guide, customers can find shoes that fit properly and are comfortable without having to try on multiple pairs of shoes. This can save time and money by reducing the need for returns and exchanges.

In summary, our fitting guide aims to become a valuable tool for all our customers.

Do I need to open an account to place an order?

You don’t need to open an account to place an order with TLB Mallorca. You can simply check-out as a guest.

Why should I register for an account?

By creating an account you can:

  • Save items you like.
  • Receive our special promotions and style inspiration via Newsletter.
  • Review previous purchases.
  • Manage your account details.

PAYMENT

How can I pay for my orders?

Payment may be made by credit or debit card (Visa, MasterCard).

-When paying by credit card, the amount corresponding to your order will be blocked and will not be charged and discounted from your credit until the order has been dispatched. This operation is applied by the majority of banks.

-When paying by debit card, the charge will be made automatically at the time of purchase.

Payment may also be made by PayPal.

PayPal is a safe and convenient online payment method. It offers a service designed especially for those who are not satisfied with traditional payment methods.

More info at PayPal. http://www.paypal.com

Is my payment secure?

In order to guarantee maximum security during the purchase process, FACTORIA TLB SAU uses a “secure payment” system, namely the encrypted exchange of data using an SSL protocol of up to 256 bits and direct communication between the customer and the financial institution when paying by bank card, thereby guaranteeing that no party other than the bank may access your card details.

Our server encodes all personal information, thereby guaranteeing the privacy and security of your transaction.

FACTORIA TLB SAU reserves the right to withhold an order for security reasons. Should this occur, the affected customers shall be duly informed. It also reserves the right to cancel an order if it considers that it is unable to verify the shipping and billing details.

Which currency are prices given in?

Our prices are given in Euros or, depending on the country, in local currency.

The amounts shown are always the retail prices and are inclusive of all taxes (VAT).

Is VAT deducted from NON-European sales?

Yes, the Spanish rate of VAT (21%) is deducted from all sales made outside the European Union. However, all customs and excise duties and/or local taxes in the destination are payable by the buyer.

FACTORIA TLB SAU accepts no responsibility for any customs duties that may apply when the items reach their final destination.

Customs and and excise duties

Outside the European Union, sales may be subject to import duties and taxes. Customers shall be responsible for the payment of any such import or customs duty.

Please bear in mind that FACTORIA TLB SAU reserves the right to deduct from any reimbursement owing to customers the customs duties incurred in the country of destination when shipping returned goods that are unwanted by customers.

All customers returning items from outside the European Union must indicate on the product packaging, as well as on the invoice, that it is a product return. This is important, as it will help to prevent any further customs duties from being charged.

Shipping

What are the shipping costs?

Shipping is free for all orders of more than 160 euros.

In the case of all smaller orders, the shipping costs will be specified at the end of the purchase process.

How are items shipped?

Items can be delivered to any address located in the countries listed on our online store. Items purchased at our online store are shipped by leading carriers (UPS / DHL).

In the case of customers in RUSSIA / CHINA, items are shipped by postal service for customs reasons.

Once your order has been dispatched, you will receive an email with your tracking number. You may track the status of your order directly on the carrier’s website.

In order to prevent any delivery incidents (incorrect addresses, nobody at home, etc.). you must provide a contact telephone number in the corresponding box.

Items will NOT be shipped to PO boxes.

How long will my order take to arrive?

Once your order has left our warehouse, it will be delivered in approximately 3 to 10 working days by UPS / DHL.

Items shipped via the postal service will take between 10 and 40 days, depending on the final destination.

Delivery periods are approximate and are based on the services of our logistics agents. Remote areas and public holidays may add an extra 1 or 2 days to the periods given.

Deliveries are made from Monday to Friday, except on public holidays.

How can I track my orders?

When your order leaves our warehouse, you will receive an email with the carrier’s tracking number. You may track the status of your order directly on the carrier’s website.

EXCHANGES, RETURNS AND CANCELLATIONS

How can I cancel my order if I decide I no longer wish to receive it?

Orders may be cancelled provided that they have not been dispatched. You must bear in mind that if the items are in stock, orders are dispatched on the same day or the first working day after the purchase.

If you wish to cancel an order, please contact our Customer Service Department by writing to the following email address: eshop@tlbmallorca.com

If your order has already left our warehouse it cannot be cancelled, although it may be returned following delivery.

How can I change the size of an item I have received?

Remember that items purchased at www.tlbmallorca.com can always be exchanged, provided that they are in perfect condition and have not been used. Returns must also be made within 20 calendar days of delivery of the items. If you wish to exchange an item, you must write to eshop@tlbmallorca.com, remembering to include your personal data, order number and confirm your request for a change of size.

On receipt of your request we will contact you and explain the procedure to be followed. Items must be returned in the same condition as they were delivered (in the original box and in the same condition as sent). Protect the box with the original packaging used to send the items. If you no longer have the original packaging, you should use similar materials to ensure that the items are delivered in perfect condition. If we observe that the items are not in perfect condition when delivered, this may affect the exchange. Once we have received the product you purchased, and we have checked that it is in the correct condition, we will send you the new product with the change of size requested. If you have received an incorrect or faulty item, please contact us by email.

Please note: Items returned with unpaid postage or carriage will not be accepted.

How can I return items?

Our objective is to ensure the full satisfaction of all our customers. If for any reason you are not completely satisfied with the order you have received and do not wish to exchange it, you have 20 days following receipt to return it.

FACTORIA TLB SAU will not accept any returns that have not been previously authorised.

Customers must return or hand in the products directly to FACTORIA TLB SAU at the following address: Calle VICENTE ENSEÑAT, 87 07300, INCA (BALEARIC ISLANDS, SPAIN), with no undue delay and in all cases, within 10 calendar days following the date when the right of withdrawal from the contract is formalised. Said period shall be understood to have expired if the customer returns the product before this period has elapsed.

Customers are responsible for returning the product by their own means. Likewise, they shall be responsible for all costs arising from the product return, including carriage, customs and excise duties and all bank charges relating to the purchase.

In all cases, the returned items must be in perfect condition, unused and in their original packaging. In order to prevent problems during shipping, you are therefore asked to ensure that the package is properly protected and sealed. Once the item(s) have been received, we will check their condition. Once we have confirmed that the item(s) and any component parts, accessories, promotional gifts and documents are complete and in perfect conditions, we will proceed with the refund for the amount paid.

The following items may not be returned under any circumstances:

- Any products that have been altered by the customer.


Please note: No returns with unpaid postage will be accepted.

All customers returning items from outside the European Union must indicate on the product packaging, as well as on the invoice, that it is a product return. This is important, as it will help to prevent any further customs duties from being charged.

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

Shipping costs for returning items for reasons attributable to FACTORIA TLB SAU

If the return is due to a reason attributable to FACTORIA TLB SAU, namely

- Faulty goods.

- The items sent do not match the purchase order.

We will pay the return shipping costs and reimburse you with the amount you have paid for the item by cancelling the charge thereof.

In all other cases you will be liable for all return shipping costs, which will be deducted from the amount to be reimbursed. In all cases, you will receive confirmation of the amount payable when the item is returned.

Shipping costs for exchanges

When the exchange is due to the following:

- Change of size

FACTORIA TLB SAU shall pay the shipping costs for the first replacement. In the event of any further replacements, you will be liable for the shipping charges in both directions. In all cases, you will receive confirmation of the amount payable when the item is exchanged.

How will my return be paid?

Once the refund has been approved, you will receive the amount corresponding to the transaction (less the shipping costs) via the same means you used to make the purchase.