Shipments

It is very likely that we can ship to your country because we ship to almost every country in the world. To confirm, place your order on the website and if no shipping options appear when you enter the delivery address, it means that we do not ship to your country.

Below are the days on which we do not ship:

• January 1
• January 6
• April 17
• April 18
• May 1
• May 2
• May 15
• July 25th
• August 15th
• November 1th
• November 10th
• December 6
• December 8
• December 25

Regarding the cut-off time for order shipping, orders placed before 16:00 PM (Spanish time) are shipped the same day.

Please note that orders placed after this time will be processed the next business day.

You will receive an email with the subject line ‘Your PingaOculto order has been shipped!’ or ‘Note added to your order...’ with the link and tracking number. If you have not received it within 24 working hours of placing your order, please do not hesitate to contact us.

Yes, you can collect your order from our shop in Madrid, Spain. When placing your order, please provide a delivery address in mainland Spain so that you can select the in-store collection option. You will receive an email when your order is ready.

For delivery to a collection point, you must first check the carrier that will deliver your order at the top of this page.

• If your order is delivered by GLS or UPS, you will receive an email when it is shipped or ready for delivery, and you can select a pick-up point near the address you provided. You can check the GLS Collection Points and UPS Collection Points.
• If your order is delivered by Correos (Post Office), you must indicate the address of the post Office and and indicate in the "Order Note" field delivery to Post Office.

You must contact us as soon as possible through any of our communication channels so we can modify the address in our system. You can view them by clicking here.

Upon receiving your package, you will not have to pay anything, except:

• For cash on delivery orders, you must have cash available to make the payment, and we recommend having the exact amount.

• For shipments to Spain (Canary Islands, Ceuta, and Melilla), you must pay the corresponding customs fees, which are not included in the order price.

• For shipments to countries outside the European Union, you must pay the customs and import duties applicable in your country. These costs are not covered.

Estimated delivery times may be affected by unforeseen circumstances, periods of high demand (such as promotional campaigns or Christmas periods) or public holidays. In these situations, delivery times may be slightly extended. We recommend that you place your orders in advance.

Before your package is delivered, you'll receive an email with a link to track your shipment.

If you are not at home when the courier attempts to deliver your order, they will look for the best alternative. They may leave the package at a collection point near your location or schedule a new delivery to your address for the following day. Remember to check your email and SMS as you will receive notifications from the carrier.

Contact us through any of our contact methods by clicking here. We will be happy to help you.

First, check your order tracking, emails received from the carrier, and text messages. It's very likely that the carrier has contacted you.

There are three main reasons why you may not have received your package:

1. Customs: There is a customs payment pending to receive your order. Please access the carrier's website and track your order using your tracking number to proceed with payment.

2. Incorrect address: We suggest you check that the address provided during the purchase is correct.

3. Failed delivery attempts: Carriers make up to two delivery attempts. After this period, the item is deposited at a collection point.

If we have been unable to contact you and more than 7 working days have passed since the first delivery attempt, we will begin the process of returning the package to our offices. We recommend that you check your SMS messages, calls and emails to verify any messages from the carrier.

If an order cannot be delivered for reasons beyond PingaOculto's control and more than 7 working days have passed since the first delivery attempt, the package will be returned to our warehouses. In this case, we will automatically process a refund for the total amount of your order, excluding shipping costs.