Frequently Asked Questions

Do prices include shipping costs and VAT?

When you finish filling your shopping cart, and before paying, you will be offered the possibility of picking up your purchase in LUPA free of charge, or having it delivered to your own address, in which case the system will estimate the cost and inform you accordingly.

Since we have customers from Autonomous Communities with special regimes and, also, many others from out of Spain, our prices DO NOT include VAT..

What does a product with a 100% value mean?

The percentage indicates the amount of points attributed to each item with respect to the cost of the whole purchase. If it has a value of 100%, it will give you as many points as its price.

Will I find the same prices on the website and at the store?

Yes, the prices and the possibility of obtaining different discounts depending on your purchase are the same for both the online orders and any purchases made at the store itself. As you fill your cart, the system will inform you about this.

How can I place an order online?

Placing an order online is:

  • Simple: you will automatically be able to choose any number of items you wish, add them to your shopping cart, and keep on adding items until you have all you want. At any moment, you may check the bill and/or modify the cart. To confirm your purchase, you must first register as a user and then continue the process. You will be given the possibility of picking up your order at the store free of charge or having it sent by courier service. If you were already registered as a client, you will be able to connect directly with our website indicating your e-mail and personal password. If you forgot your password, the system will help you recover it.
  • Quick: click “confirm purchase” and your order will be immediately submitted to LUPA. At the store, we usually have all items in stock, so the majority of orders are shipped in 24 hours.
  • Safe: if you live in the Iberian Peninsula and your order contains products which can be sent as normal packaging, you will have the possibility of using the payment gateway. Your data will be directly received by the bank, which guarantees their complete safety.

If your order contains an item that is temporarily out of stock, if it consists of materials that require a specific shipping cost estimate, or if it must be sent to the Canary Islands, the Balearic Islands or abroad, the system will not allow the use of the payment gateway. Once we receive the order in LUPA, we will check it and send you an e-mail confirming the shipping costs and VAT (when applicable). We will also indicate the payment means you can use.

When I try to finish my order, the system sends me to a “stock revision” screen. What does it mean?

If you have been sent to a stock revision screen, it is because one or more of the items you wish to order are not in stock at the moment (or we do not have enough stock). Since our products rotate frequently, it will soon be restocked. Therefore, you may cancel the purchase of that item, you can ask us to send all or part of the items we do have in stock, or you can send us an e-mail asking us to inform you when we receive the item in question.

Why are there items for which the “purchase” option is not available?

These are “special” products that are supplied only upon request, or products that are made to measure (e.g., a stable door). This can also occur with items whose composition or estimated cost must be provided by us (e.g., the linear metre price of a fence). In addition, there are very large or heavy products for which it may be convenient to make a specific shipping cost estimate, more advantageous for the customer than the automatic estimate made by the website. This is the reason why the purchase option is not available on the website. In any case, the prices are shown, so that you have all the information you need to make your selection.

In the majority of cases, we have the products in stock, but it is advisable to make your purchase after being assessed by us. If you are interested in any item for which the purchase option is not available online, we invite you to contact us, either by phone or through the contact form on our website and we will send you a free no obligation estimate.

Will I receive the same product I see on the photograph?

Usually, you will, though manufacturers reserve their right to modify their products to improve them, which may imply some type of change.

If I make a home delivery order, when will I receive it?

Delivery times depend on the type of product, the total purchase volume and its destination. In the Iberian Peninsula, orders that can be sent by courier service in an envelope will be delivered in a maximum of two working days since the payment date and shipping. Large orders may require a longer delivery time.

Where can I receive my order?

We will send your order to any address you wish. The shipping costs are paid by the customer and depend on the products ordered, their destination, weight and volume.

What security do I have that I will receive what I have ordered and paid for?

Your online purchases are guaranteed by Lupa Ibérica, S. A., a Spanish company of acknowledged professionalism, which has its own storehouse and is not a mere virtual store. On our website, you may find our address, telephone number and other data of interest and we will send you a detailed invoice. We would also like to inform you that in 2006, the International Chamber of Commerce awarded us with its ChamberTrust seal certifying the quality of our website, the accurateness of the information found within, and our professionalism in our online transactions. Without doubt, this should offer an added security for all users.

LUPA has a civil liability insurance that covers all our procedures.

What should I do if I receive a faulty or incorrect item?

LUPA does not send faulty products, but an item may be damaged during its transportation. All goods shipped will be covered by a general insurance which the hauler is obliged by law to have. Any fault or damage to the package or product must be duly registered on the hauler’s delivery note, in order to guarantee the subsequent claim. A specific insurance can be taken out at the customer’s express request, but must be paid by the customer before shipping.

If the items delivered were not the correct ones, LUPA would substitute the mistaken items with no cost for the customer. You have a 7-day period to lodge a complaint. LUPA’s general terms and conditions of sales and services include a specific section for online sales.

Can I change or return an item?

LUPA issues invoices for all its sales. If you prove that you are not liable to paying the VAT, we will not charge you such a tax.

Can I buy tax-free?

Lupa realiza factura de todas sus ventas. Si vd. acredita no ser sujeto pasivo del IVA, no le cargaremos dicho impuesto.

How can I ask for an estimate?

Click “contact us” on our website, fill in all the data and, in the “message” box, tell us clearly and concisely what you need. You will receive the estimate as soon as possible.

Is your assessment free of charge?

Any enquiry and/or information requested whatsoever are free. If you need a construction project which implies the work of experts, journeys, planning... we will be delighted to send you the corresponding estimate for your consideration.

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