*Under no circumstances will Design Pont S.L. be responsible for customs clearance costs or potential customs delays. Shipments requiring customs processing may need an additional business day.

Any duties, fees, or local taxes at destination are the sole responsibility of the recipient. Customers must also ensure the package is in good condition upon delivery. If the box is open or the packaging appears damaged, the customer must refuse the delivery and notify Design Pont S.L. immediately at hola@vacavaliente.com.

Exceptional circumstances such as promotional periods, courier service issues, system updates, or force majeure events may prevent us from meeting delivery times. In such cases, Design Pont S.L. will inform the customer of any incidents.

If no one is available at the delivery address and the package cannot be delivered, our courier service will contact the customer to arrange an alternative. If, despite these attempts, the package cannot be delivered after repeated efforts, it will be returned to our warehouse. Once received, we will refund the value of the purchased products, excluding the original shipping costs, which are non-refundable.

If, after the order has been shipped within the indicated timeframe and is out for delivery, the customer refuses the package, they will be responsible for all resulting costs (shipping, customs, taxes, duties, etc.). These costs will be deducted from the refund amount.

How do I track my order?

After placing your order, you will receive periodic email updates on the completed steps. Additionally, you will receive an email notification when your order leaves our warehouse. This notification will include the shipping company’s tracking number and a link to check the delivery progress.

Policy on Undelivered Orders and Cancellations

If an order cannot be delivered after multiple attempts by the shipping company, it may be temporarily held at the carrier’s facility awaiting instructions from the customer.

Furthermore, if the order is held at the customer’s request (for a preferred later delivery date) or due to lack of response to contact attempts, and the order is eventually canceled—either by the customer or due to delivery impossibility—the refund will be reduced to cover the logistical costs incurred during that period.
This includes, among others, shipping costs and fees associated with managing the held order.