Shipping
Our shipments in the peninsula (including Portugal) are made through the most appropriate Courier.
International: We work with several agencies always seeking the best service.
Delivery time
If we have the product and the order is placed before 12 noon, you will receive it in 24 to 72 hours. It is clear that it will depend on the country where you are located and the carrier we use. Generally it doesn't take long but all shipments are made from Spain so we will do it as soon as possible. Shipments are made in order of order and prioritizing depending on whether it is Urgent or Standard.
We have our own workshop, we also collaborate with several artisans and since we have so many models we make them according to the queries we receive, so it is important that if you don't see the product you like, that you ask us.
We work with more than 15 suppliers since each product is made up of many pieces. Sometimes they fail us due to temporality or other causes. For this reason our delivery times are relative and each product has its story behind it.
Limited Edition or custom models : 10 to 15 business days
The models Basics that are in stock: We try to always have these in stock, but luckily, as we are always full, we make them as we go because we always have the different components to take less time.
In exceptional situations Comp discount season, and especially Black Friday there is a lot of accumulation of orders and shipments can be delayed. We do not send any incomplete order unless you expressly ask us to. The times can be extended up to 1 month.
International: 2 to 10 business days
+4 days land route in Europe
+2 days via plane Rest of the world
For more information contact us at hello@whitemates.eu
Marketing campaigns and discounts
The brand is free to carry out appropriate marketing campaigns and discounts at any time without prior notice and depending on the products it has in stock and considers appropriate.
In no case will refunds of money be accepted due to difference in prices between campaign and campaign, as claims of this nature will not be accepted under any circumstances.
Shipping costs
Peninsula included PORTUGAL: Free for orders over €20
Balearic Islands and Canary Islands: Free for orders over €24. Check the rates on the website (when you make your cart).
Canary Islands: Check the rates on the website (when you make your cart).
Europe: Free depending on the country in your area. Check the rates on the website (when you make your cart).
International: It depends on each country. Ask us if you don't see the country broken down in your cart.
Customs: Whitemates is not responsible for customs fees incurred by some countries. This expense is at the client's expense and risk and we always warn with conflictive countries that Whitemates is in no way responsible.
For more information contact us at hello@whitemates.eu
Track your order
You receive tracking so you know where your order is and when it will arrive. If from when you place your order (Made to order orders) until the expected delivery date there are changes of address, please inform us at hello@whitemates.eu as soon as possible.
Returns & Exchanges
MODEL CHANGE: Model changes made on the same day have a cost depending on the model. Some products have the same price and if the change is at the same time or before shipping, it can be made.
CHECK YOUR ORDER AS SOON AS IT ARRIVES: Once the product arrives at your home, you have to check it and see that everything is fine.
NO EXCHANGES OR RETURNS WILL BE ALLOWED FOR ANY PART OF ANY PRODUCT FOR NOT HAVING TESTED IT AFTER 15 DAYS AFTER PURCHASE.. The products are handmade, they are made to measure and there are products and especially the pumpkins that do not match 100% with each other. Therefore, please see the photos carefully before placing the order.
Unless it is a brand error, or product defect, the shipping costs for returns will be borne by the customer, without exception.
The used, cured or modified product They do not accept changes or returns.
If you are missing any part, contact us so we can solve it as soon as possible. Please cure the mate well before using it. After 15 days from delivery without having reviewed it, changes are not allowed.
Personalized products: Exchanges and returns are NOT ALLOWED. We make these models to order and we create the product just for you.
For the rest of the product: After 15 days from receipt of the order, the money is not returned, instead we issue a voucher. Without exception.
Money back: Up to 15 days after receiving the order and if you are not happy or the product is defective, or it has been a fault of the brand. An attempt will be made to correct the error and it will be replaced with a similar one. If an agreement is not reached, the money will be returned, but the return costs are the responsibility of the client.
Changes: Tell us what you want to change and we will solve it as soon as possible.
We only accept exchanges or returns on unmanipulated products, defective and with demonstrable breaks of origin (in this case a file will be opened with Courier).
The products that are returned must be in their original packaging and without washing, soaking, curing or handling. Once verified at origin, the value will be refunded. except round-trip shipping costs, which amount to €29. if the claim is correct.
The products will be collected by our courier for return. In no case do we accept returns by other means unless it is by mutual agreement.
Changes or cancellation due to delay: Our products are handmade so they may suffer delays. We give deadlines of 10 working days. There are cases that even because it is summer, holidays, Christmas... everything is paralyzed so it can take longer. Returns or cancellations due to late delivery are not accepted. If you need to have your order urgently, there is an Express Shipping option or it is better that you contact us first and ask us. We understand that your personalized product is sent to be made to our workshops and artisans, we all want to have our product ahead of time and for us helping you is one of the tasks we like the most, generally we have products in stock or that we can send you super fast.
For any type of claim the email is hello@whitemates.eu
Cancel purchase
If you make a purchase on our website and decide to change your mind before it arrives, contact Whitemates as soon as possible at hello@whitemates.eu with the Subject: Purchase cancellation.
It is important that you do it soon as we begin to prepare the shipment and manage your order in no time. within 24h-48hIf you exceed this time you will not be able to cancel and we can make you a voucher without expiration so that you can use it on our website.
Payment Methods
- Debit or credit card By entering your card details into the payment gateway you are not giving them to Whitemates but rather you are directly entering them into the Stripe payment gateway and with very secure encryption, which does not allow anyone to have access to your card details. , except you and your bank. This type of online payment is very similar to paying with a card in the supermarket or restaurant. Additionally, in the rare event of a problem, all transaction information is automatically saved in your bank's database and you can access it whenever you need.
- PayPal through the website, you do not need to have a Paypal account since you do it directly with your credit or debit card.
- Paypal postponed up to 3 installments through the website, you do not need to have a Paypal account since you do it directly with your credit or debit card.
- Wire transfer. Your order will begin to be managed once payment is confirmed in the number. account that we provide you.
- Stripe. With your card.
- Direct payment with Paypal.me. We will contact you via email for special and custom orders.
LEGAL WARNING
We are committed to your privacy, we take care of your data and we take the new European Data Protection Regulation seriously.
We are the owners and responsible for this site www.whitemates.eu
WHITEMATES – is a commercial brand and belongs to the group Mate Sabio Spain SL, Carrer Martí l'Humà, 28, 46930 Quart de Poblet, Valencia, Spain CIF B98913387.
Central warehouse – Mate Laboratory located at: Blandengues 260 floor 4 C, B8000 Bahía Blanca, Province of Buenos Aires, Argentina.
Whitemates® is a registered trademark.
Data Protection
By registering on the Website or requesting an order, you are authorizing us to include your personal data in a file owned by Whitemates and to use and process them for the purpose of promoting our products.
Your data is processed solely for the purposes of customer management, advertising and commercial prospecting, including the sending (via postal mail, e-mail or other electronic means) of commercial communications about products, services, offers, promotions and news.
We process the information you provide us to provide you with the requested service (purchase of products from our Website) and bill you for it. We will retain the data for as long as the business relationship is maintained or for the years necessary to comply with legal obligations.
The data will not be transferred to third parties except in cases where there is a legal obligation.
You have the right to access your personal data, to rectify inaccurate data or to request its deletion when the data is no longer necessary for us.
cookies
This website stores information about the IP addresses of computers and uses cookies. Cookies are small text files that contain information and that websites send to the User's computer when they are browsing them.
Cookies help improve our Website and provide a better and more personalized browsing experience. Specifically, they allow us:
1. Store information about your preferences and personalize our Website in accordance with your particular interests.
2. Remember the products that you have previously selected and entered in Your Bag.
3. Speed up your searches.
4. Recognize the computer when the User returns to our Website.
5. Collect data derived from the traffic and interaction of Users on our Website to identify trends and for statistical purposes.
The User can reject cookies by activating the settings in the browser. However, if they are deactivated, you will not have access to many of the Website's functionalities and some services may stop working correctly.
Links to third party websites
In no case will the existence of hyperlinks on websites other than our Website imply the existence of commercial or commercial relations with the owner of the website where the hyperlink is established, nor the acceptance by Whitemates of its contents or services. Under no circumstances is Whitemates responsible for the use or content of third-party websites that may link to the Website. Applicable legislation and competent jurisdiction The conditions of use of the Website are subject to Spanish legislation and disputes arising therefrom will be resolved before the Courts and Tribunals of the city of Barcelona, Spain, which will have exclusive and exclusive jurisdiction over any another jurisdiction. This will be without prejudice to the jurisdiction of the Courts and Tribunals of the consumer's domicile in the event that the User has the status of consumer and user as provided for in Law 1/2007, which approves the consolidated text of the General Law for the Defense of Consumers and Users, as well as other complementary laws or current regulations that replace it at any time.
Intellectual and industrial property
The Website and its contents, including designs, texts, graphics, logos, icons, buttons, as well as software, trade names, brands, works, illustrations, photographs or industrial drawings and any other signs susceptible to industrial and commercial use. (i) are the property and ownership of Whitemates or third-party owners who have duly authorized their inclusion on the Website and (ii) are protected by national and international legislation on intellectual and industrial property.
In no case will it be understood that WHITEMATES grants any license regarding the renunciation, transmission, total or partial transfer of said rights nor is it conferred any right, and in particular, of alteration, exploitation, reproduction, distribution or public communication on said contents without the prior written authorization from Whitemates
The User may only use the Website and its contents for personal and private use, any other use being prohibited.
User Obligations
In general, users must always act in accordance with the law, good customs and the requirements of good faith, using due diligence and refraining from using the Website in any way that could prevent, damage or deteriorate the normal functioning of the Website. , the goods or rights of Whitemates, its suppliers, the rest of the users or in general of any third party.
Specifically, and without implying any restriction to the previous section, while using the Website, the User is obliged to:
a) Provide truthful information about the data requested in the registration or order form, and keep them updated.
b) Do not introduce, store or disseminate on or from the Web any information or material that is defamatory, libelous, obscene, threatening, xenophobic, incites violence, discrimination based on race, sex, ideology, religion or that in any way violates morality, public order, fundamental rights, public freedoms, honor, privacy or the image of third parties and in general the current regulations.
c) Do not introduce, store or disseminate through the Website any program, data, virus, code, or any other electronic device that is likely to cause damage to the Website, any of the services, or any equipment, system or networks.
d) Do not carry out advertising or commercial exploitation activities through the Website, and do not use its contents and information to send advertising, or send messages for any other commercial purpose, or collect or store personal data of third parties.
e) Do not use false identities or impersonate others when using the Website or any of its services.
Terms of use
Access and use of the website www.whitemates.eu grants you the status of user of the Website and implies full acceptance of these conditions of use. If you do not accept, please do not use the Website.
