Purchase conditions



Before placing an order, we advise you to read all of our Terms & Conditions of Use carefully; once you place your order, you will be expressly accepting these terms and conditions.


Offer duration.

  • The prices shown for our items, along with the terms and conditions of our website, will apply only while your session is open.
  • Raíz de Roble reserves the right to unilaterally modify the Website, our privacy policy and/or the terms and conditions of sale at any time, without prior notice.


Prices, billing and payment.

  • The prices and fees applicable to each item will be specified in the item’s description, including indirect fees and any other general or specific terms and conditions that may apply. (Please also read the DELIVERY section carefully)
  • Please be reminded that orders delivered within Spain and to EU Member States are subject to V.A.T. (21% on all items, except works of art – paintings, engravings, etc. –, which carry 10% V.A.T.).
  • Delivery costs are not included in the item description and will be applied according to the destination.
  • The payment methods you can use to pay for your orders from Raíz de Roble are:
Payment by credit/debit card.
  • Payment will be made through a secure server.
  • If for any reason it were not possible to debit the payment from your card, we would contact you at the email address provided.
  • The payment gateway used by Raíz de Roble is a secure gateway. Nevertheless, users are asked to bear in mind that all data transfers on the net are exposed to a certain degree of risk of interception. Raíz de Roble cannot guarantee that this will not occur and we take no responsibility if it does.

It is necessary that the PayPal account data correspond to the buyer’s, if not, Raiz de Roble could contact the buyer to verify their identity.

Wire Transfer.

Order delivery

  • Once you have placed your order, we will send you an email to confirm that we have received it and give you your delivery details.
  • You will be able to modify your order as long as the delivery process has not begun.
  •  Our orders are delivered by courier.
  • Raíz de Roble takes no responsibility for failed deliveries due to the recipient’s absence.
  • The buyer will bear all costs associated with a failed delivery and returns to sender.
  • If upon receiving your package you notice any visible signs of deterioration, bumps or other defects caused during shipment, or if your package has been opened, make sure you check the content is in good condition before signing receipt. Otherwise, please include an observation in the delivery note and write to within the next 24 hours. Raíz de Roble takes no responsibility for any claims made after that time relating to the right to refund.


  • The product description includes the price of the item excluding V.A.T. and the including V.A.T. This is because V.A.T. does not apply to all countries. You will be informed of whether or not this tax applies to your order before completing it.
  • V.A.T. (Value Added Tax) applies to all orders delivered within Spain and to all EU Member States.
  • Delivery costs are not included in the price shown in the product description.



  • For orders placed outside Spain, please check whether any taxes would apply to receive a package from Madrid. If so, any such taxes will be borne by you as the buyer.
  • Raíz de Roble shall not bear any additional costs or extra fees that may arise, such as customs fees, processing costs or any other expenses applied in the destination country.
  • If due to these costs you should choose to exercise your right to return your order and refuse to accept delivery, you must bear the costs of returning your order, along with any additional costs that may apply (customs duties, taxes, etc.). Once we have received your order and checked that the items are in good condition, Raíz de Roble shall proceed to refund your payment, after subtracting all and any additional expenses incurred.


Delivery times

  •  Inside the item description, we will let you know how long we estimate it will take to prepare your order, which will depend on stock levels at any given time.
  • Raíz de Roble takes no responsibility if the delivery time is not met due to force majeure (including severe weather conditions, courier strikes, etc.).
  •  Raíz de Roble will not be held liable for any delays caused by customs procedures or mail services.
Exchanges and returns
  • You will be entitled to return your order within 14 calendar days as from the day you receive it. To do so, email us at We will send you a returns form for you to fill in and include in the return package with the items.
  • This right will be conditional upon the items and their packaging being intact. You will not be entitled to exercise your right to return goods when the items have been opened and/or used or the seal has been broken.
  • The buyer shall bear all return delivery costs.
  • All return items must be sent in duly protected packaging within 14 calendar days of having informed us of your intention to return same.
  •  Once we have received your return package and checked that it is in good condition, Raíz de Roble shall proceed to refund your payment by the same method. The refund will be calculated by taking the total purchase amount and subtracting the delivery costs (as well as any additional costs involved in returning the order, such as customs duties, etc.).
  • You will not be entitled to seek a refund for customised items or items made to order.



  •  If you notice any defects in the items that are not related to an undue use, accident or negligence by the buyer within 14 days of receipt, please inform us by writing an email to
  • Once we have received your order, we will proceed to either repair it, where possible, or replace it, in the shortest time possible, at no extra cost to the buyer. If neither option is feasible, we would give you a full refund.
  • Items in the Gold Section cannot be replaced given that they are unique (non‑fungible) goods. Therefore, if it is not possible to repair such items, we will proceed to give you a full refund.
  • Raíz de Roble is not obliged to compensate users or third parties for any consequences of using the product, including direct or indirect damage, accidents, damage to objects unrelated to the item or loss of profit.


Item characteristics.

  •  The items we sell are specific products and we cannot guarantee the existence of various models of a given product.
  • Raíz de Roble will provide information relating to each item, including its measurements, its weight and a description of the main materials used to make it, along with pictures (though we remind you that colours may vary depending on the screen or device you are using).
  • As the user, you will be responsible for any consequences of failing to take into account the information provided by Raíz de Roble in relation to the item’s characteristics.


Items made to order.

  • We will start working on items made to order once we receive your order and the corresponding payment.
  • You will not be entitled to seek a refund for customised items or items made to order.



Customer care.

– For any claims or for further information regarding how the website works or any other aspects linked to the service provided, please contact the Customer Care Service by sending an email to