Shipping policy
Please note the following terms and conditions applicable to orders placed through KLOK LONGEVITY.
1. General information
Order preparation and dispatch
Orders placed before 1:00 p.m. on business days will be prepared for dispatch on the same day. Orders placed after 1:00 p.m., at weekends or on public holidays will be processed on the next business day.
Once the order has been dispatched, you will receive an email confirming shipment and, where available, the corresponding tracking number or tracking link.
The delivery times indicated are estimates and are stated in business days, Monday to Friday, excluding Saturdays, Sundays and public holidays.
Issues affecting order preparation or dispatch
KLOK LONGEVITY may temporarily suspend the preparation or dispatch of an order where an issue prevents it from being processed correctly, such as incomplete or incorrect shipping details, inability to contact the recipient, IT incidents, obvious errors in the product information or an unexpected lack of stock.
In such cases, KLOK LONGEVITY will contact the customer, whenever possible, in order to resolve the issue.
2. Shipping destinations, costs and delivery times
KLOK LONGEVITY currently ships to the following destinations:
|
Destination |
Shipping cost |
Estimated delivery time |
|
Mainland Spain |
FREE |
1-2 business days |
|
Andorra |
FREE |
3-5 business days |
|
Balearic Islands |
€3.50 |
3-5 business days |
|
Canary Islands |
€9 |
7-10 business days |
|
European Union |
€6.90 |
3-5 business days |
|
Switzerland |
€6.90 |
3-5 business days |
|
Norway |
€6.90 |
3-5 business days |
|
United Kingdom |
€29 |
3-5 business days |
|
Martinique |
€29 |
3-5 business days |
|
Réunion |
€29 |
3-5 business days |
|
Guadeloupe |
€29 |
3-5 business days |
The applicable shipping costs will in all cases be displayed during the checkout process and before the order is confirmed and paid for.
KLOK LONGEVITY reserves the right to modify shipping destinations, rates or logistics conditions. The conditions applicable to each order will be those displayed to the customer at the time of purchase.
3. Delivery times and delays
The delivery times indicated above are estimated delivery times and may be affected by circumstances beyond KLOK LONGEVITY’s control, particularly in the case of international shipments or shipments subject to customs procedures.
In the event of a delay, KLOK LONGEVITY will take the steps reasonably necessary with the carrier to try to locate and deliver the order.
Where consumer protection legislation applies, the maximum delivery periods and the consumer’s statutory rights will in all cases be respected.
KLOK LONGEVITY will not be responsible for delays caused by incorrect or incomplete information provided by the customer, repeated absence of the recipient, inability to complete delivery for reasons attributable to the recipient, customs procedures or other circumstances beyond KLOK LONGEVITY’s reasonable control.
4. Order tracking and receipt
Once the order has been dispatched, the customer will receive the information required to track it, provided that such service is available for the relevant destination and carrier.
It is the customer’s responsibility to provide a complete and correct delivery address, as well as the contact details required for the carrier to complete delivery.
If the order cannot be delivered for reasons attributable to the customer, for example an incorrect or incomplete address, repeated absence or failure to respond to the carrier’s notices, and the parcel is returned to KLOK LONGEVITY, we will contact the customer to manage the issue.
Any additional costs arising from a new shipment may be charged to the customer where the failed delivery is attributable to the customer.
5. Damage or incidents during transit
All orders are prepared with care to ensure that they arrive in perfect condition.
If, upon receiving the parcel, you notice visible damage to the packaging, we recommend that you record this on the carrier’s delivery note or delivery system whenever possible and retain both the packaging and the product received.
If you identify any damage, missing product, incorrect product or any other transport-related issue, you must contact us as soon as possible at klok@kloklongevity.com, quoting the order number and, where possible, providing photographs that allow us to verify the issue.
KLOK LONGEVITY will manage the issue with the carrier and provide the appropriate solution in each case.
6. Customs, taxes and charges at destination
Certain destinations may be subject to customs controls, local taxes, duties, import charges, or customs handling and clearance fees.
This may affect, among others, shipments to the Canary Islands, Andorra, the United Kingdom, Switzerland, Norway, Martinique, Réunion and Guadeloupe, depending on the legislation applicable in each territory.
Unless expressly stated otherwise during the checkout process, the shipping costs paid to KLOK LONGEVITY do not include taxes, duties, fees, customs clearance charges or other costs that may be payable in the country or territory of destination.
Where applicable, these amounts must be paid by the recipient and are outside KLOK LONGEVITY’s control.
Customs procedures may also result in additional delays beyond the estimated delivery times.
RETURNS
7. Right of withdrawal
As a general rule, the buyer will have 14 calendar days from receipt of the order to exercise the right of withdrawal.
To request a return, you must contact us at klok@kloklongevity.com, quoting the order number.
Products must be returned unopened, unused, with the seal intact and in their original packaging, in perfect condition.
where the return is due to an error attributable to KLOK LONGEVITY or to a defective product.
For reasons of health protection and hygiene, products that have been unsealed after delivery may not be returned where the statutory exception to the right of withdrawal applies.
The direct costs of returning the product will be borne by the customer, except where the return is the result of an error by KLOK LONGEVITY or the receipt of a defective or incorrect product.
8. Products purchased as part of promotions
Where an order has been purchased as part of a promotion, pack or bundled offer, exercising the right of withdrawal may require the return of the products included in that promotion where they form part of an indivisible offer.
Products must meet the conditions set out above: intact, unopened, with the seal intact and in their original packaging.
9. Order errors
KLOK LONGEVITY has order preparation control systems in place that allow the products included in each shipment to be verified.
If you receive a product different from the one ordered, an item is missing, or there is any other error attributable to KLOK LONGEVITY, please contact us at klok@kloklongevity.com.
Once the issue has been verified, KLOK LONGEVITY may, as appropriate:
- Replace the correct product at no additional cost to the customer.
- Refund the amount corresponding to the affected product.
- Arrange collection of the incorrectly shipped product, where applicable.
The costs arising from the return of incorrect or defective products will be borne by KLOK LONGEVITY.
REFUNDS
10. Refunds
Once the return has been received and it has been verified that the products meet the conditions set out above, the corresponding refund will be processed.
As a general rule, the refund will be made using the same payment method used for the purchase, unless the customer expressly agrees to a different method.
Where the right of withdrawal is validly exercised, the refund will be made within the time limits established by law, without prejudice to KLOK LONGEVITY’s right to withhold the refund until the products have been received or until the customer provides proof of return, where legally permitted.
Where return shipping costs are payable by the customer, such costs will not be refunded.
11. Customer service
For any query relating to an order, shipment, return or refund, you can contact us at: klok@kloklongevity.com