Shipping and return policy



When will I recieve my order?

For all the products available in our online catalog, it takes between 1 and 2 business days to process an order, after which we will send it to you. For customized and made-to-order products, the order processing time can be between 5 and 10 business days.

The shipping time depends on your location, but you can estimate it as follows:

  • Spain: 1 to 2 business days
  • EU: 3 to 5 business days
  • Outside the EU: 5 to 7 business days

Where is my order shipped from?

We operate out of a small workshop by a single craftsman located in San Sebastian, Spain.

We are passionate about each and every product we make, which demands lengthy processing times. There are never any shortcuts taken to speed up production times to the detriment of product quality.

Will I have to pay customs fees for my order?

Orders placed from outside the European Union may incur additional customs charges. This fee is not under our control, and is the decision of your customs agency. Customs policies vary greatly between countries, so we recommend that you speak to your local authorities to clarify this point.

Orders under EXW (Ex Works) terms

With coupon LINAELEXW

Obligations of the buyer

Loading the products in vehicles provided by himself or clearing it from customs for export, unless otherwise agreed, will bear all expenses (licenses, authorizations, formalities, taxes, …) and risks of taking the merchandise from the domicile of the buyer (Paseo Riberas de Loyola, 20014, San Sebastian, Spain) to the desired destination, and even those of loss or damage that the merchandise may suffer from the seller’s notice.

It will reimburse the expenses incurred by the seller in assisting in obtaining documents, permits, etc. and make the payment of the merchandise as stipulated.

Seller’s obligations

Provide the products and the invoice, or its equivalent electronic message, in accordance with the sales contract and make it available to you at the designated place (Paseo Riberas de Loyola, 20014, San Sebastian, Spain) on the stipulated date, otherwise , in the usual place and date, with sufficient notice to the buyer.

It will provide the help that the buyer needs to obtain any license, authorization, insurance, etc. It will bear all the expenses (marking, packaging, weight, …), including the risks of loss and damage, until the merchandise has been made available to the buyer.

My order should have arrived by now, but I still haven’t received it. What should I do?

Before contacting us, please help us by following these steps:

  • Check your confirmation email to make sure there are no errors in the shipping address.
  • Ask for your order at your local post office.
  • Ask your neighbors if the carrier had left your package.

If the address is correct and the package is not in the post office or with your neighbors, contact us at with your order number. If there is a problem with your shipping address, we could send your product back to you, but you will have to pay for it.

Pro tip # 1: Avoid theft. If you will not be home on the day of delivery, use your work address or wherever you will be.

Pro tip # 2: Your ZIP code is a crucial part of your address. Make sure you enter it correctly.


How do I track my order?

If your shipping method includes tracking, you will receive a link by email when your order is shipped. If you have any questions about your shipment, contact us at

Returns and refunds

How do I return an order?

Products must be returned within 7 business days in new condition and in its original packaging. It must not have been used or washed, nor have suffered any damage and in a perfect state of cleanliness. Any product that is incomplete or whose original packaging is damaged will not be traded. 

From the reception of your package and our services validation, you will receive a confirmation email of your return. Then, we will proceed to the exchange or refund within 30 days maximum (refund to your credit card or payment method used).

You are responsible for the parcel until we receive it in our warehouse. Consequently, you should be cautious by using registered mail with acknowledgment.

Customized or Made-to-order pieces cannot be returned, nor refunded.

I have received a defective product. What should I do?

In Linael we give great attention to the manufacturing of our products. If however, despite all quality controls carried out, defects are reported, we invite you to email us at about this problem.

If proven fault on our part, you will have the possibility to exchange your item (subject to availability) or get a refund. The cost of returning and referral in this case would be the responsibility of Linael.


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