Frequently Asked Questions

Shipping

How much does shipping cost and when is it free?
It depends on the destination country. In mainland Spain and mainland Portugal, standard shipping costs 3,95 € and is free from 19,95 €. In the Balearic Islands, it is 4,95 € and free from 49,95 €. In mainland France, 6,95 € and free from 44,95 €. In Germany and Italy, 6,95 € and free from 49,95 €. You can see the full details in the Shipping Policy.

How long will it take for my order to arrive?
Between 1 and 2 working days in mainland Spain, and between 2 and 5 working days in the rest of the enabled European destinations, depending on the country. These are estimated times for products in stock.

How is free shipping calculated?
Based on the value of the products after applying discounts and promotional codes, excluding transportation costs. The final amount is the one shown at Checkout.

Do you ship to the Canary Islands, Ceuta, or Melilla?
Currently not with the standard online purchase rate. Write to us at info@alpinaluz.com and we will prepare a transport quote for you.

Can I track my order?
Yes. When the order is dispatched and tracking is available, you will receive the transport information.

Returns and Warranty

How long do I have to return a product?
You have 14 calendar days of legal withdrawal and, additionally, Alpinaluz extends the period commercially up to 30 calendar days from receipt.

How do I request a return?
Write to us at info@alpinaluz.com with your order number. We will send you the instructions and the current return address. Do not send the product before receiving our confirmation.

Who pays for return shipping costs?
For returns due to a change of mind, the customer. If the product arrives damaged, incomplete, or incorrect, we will handle it at no cost to you.

What warranty do the products have?
All new Alpinaluz products have a 3-year warranty against non-conformities.

When will I receive the refund?
By the same payment method. Once the product is received and reviewed, we aim to process it within 3–7 working days.

Payment and Billing

What payment methods do you accept?
Credit or debit card (Visa, Mastercard, Maestro, American Express, UnionPay), Shop Pay, Apple Pay, Google Pay, PayPal and Klarna, depending on your country and device. More information on the Payment Methods page.

Can I pay by bank transfer?
Only by prior agreement, mainly for professional clients, quotes, or special orders. Write to us at info@alpinaluz.com.

Can I receive an invoice?
Yes. Provide us with your tax details and we will provide the invoice through the enabled means.

Products and Technical Documentation

Where can I find the technical specifications?
In each product sheet, you will find the specifications and, in many cases, a downloadable PDF data sheet and the dimension diagram.

Are the bulbs included?
It depends on the product. It is expressly indicated in the technical sheet of each item.

Can I use the product outdoors?
Only if it has the appropriate IP protection rating, indicated in the product sheet.

Professional Clients

Do you offer conditions for professionals?
Yes. We offer direct attention, project quotes, volume purchases, and conditions subject to individual review. You can request it from the Professional Account page.

Contact

How can I contact you?
By email at info@alpinaluz.com or by phone at +34 658 122 333, from 09:00–24:00.