Shipping Policy

01Delivery zones

JetSend handles shipments to:

• Mainland Spain
• Balearic Islands
• Canary Islands, Ceuta and Melilla (territories with a special tax and customs regime; see section 7)
• Rest of the European Union
• United States

02Transport companies

Delivery is carried out by third-party logistics operators. Depending on the destination, weight and type of goods, transport may be handled by:

• DHL
• FedEx
• Meest
• Nova Post Global
• InPost
• Correos
• Correos Express
• Mondial Relay
• Zeleris
• SEUR
• UPS
• KEAVO

The specific operator assigned to each order will be stated in the dispatch confirmation. JetSend reserves the right to select the most suitable carrier for each route.

03Order preparation and consolidation

In the Purchasing-by-order service, JetSend provides a consolidation and dispatch service: goods bought from different suppliers are received, checked and grouped into a single shipment before being dispatched to the final destination. The sale of the goods is carried out by the selling entity indicated in the Terms & Conditions of Sale.

• Sourcing and consolidation time: determined individually and communicated in the quotation, depending on origin, product and availability. Made-to-order production may take several weeks.
• Free storage period: goods are stored at no cost for 60 days from their receipt at the consolidation warehouse. Order consolidation may take place within that period.
• Storage after the free period: after 60 days, a fee of EUR 0.50 per kilogram per day applies, for a maximum of 30 additional days. Accrued storage fees are deducted from the amount payable or invoiced to the customer.
• Goods not collected (abandonment): after 90 days of total storage without the customer having provided dispatch instructions, and following notice to the customer, the goods may be deemed abandoned and removed or destroyed, with no right to a refund of amounts already paid. JetSend will notify the customer before proceeding.

04Delivery time

Delivery time is not a fixed value: it is made up of two stages and the total depends on where the goods are sourced from and the destination. The time applicable to each order is calculated and shown at the point of purchase.

Total estimated time = order preparation + transit.

1. Preparation (sourcing and consolidation). The time from confirmation of payment to dispatch of the consolidated shipment (see section 3). For orders that group several products, the time is set by the item with the longest sourcing time.

2. Transit. The time from dispatch to delivery. It depends on the transport company and service the customer chooses (for example, express air, faster; sea freight, cheaper and slower), and on the route. Each available service shows its estimated time at the point of selection, before the order is confirmed; that is the timescale applicable to each shipment.

The carrier and the specific point of dispatch correspond to the service chosen by the customer and to the most suitable route.

Binding timescale. The estimated delivery time applicable to each order is the one shown at the point of purchase and confirmed by email. In the absence of an express indication, the statutory maximum of 30 calendar days from conclusion of the contract shall apply (Article 66 bis of Royal Legislative Decree 1/2007). By confirming an order whose estimated time exceeds that maximum, the customer expressly accepts that timescale.

Times are estimates and do not include customs clearance time. They may be affected by customs procedures, public holidays, carrier incidents or force majeure.

05Shipping costs

• Shipping costs depend on the transport company and service the customer chooses, as well as on the destination. They are generally calculated on the basis of the chargeable weight - the greater of actual and volumetric weight - according to the selected carrier's calculation method.
• The exact amount for each service is shown before you confirm the order, itemised.
• There is no free-shipping threshold: all shipments incur transport costs.

06Tracking

Once your order has been dispatched, you will receive a tracking number by email allowing you to follow the status of the shipment via the assigned carrier.

07Customs, duties and VAT

Shipments within the European Union (mainland and Balearic Islands). From 1 July 2026, the customs-duty exemption for consignments valued below EUR 150 is abolished. During the transitional period, a flat duty of EUR 3 per item applies to consignments valued below EUR 150. Import VAT is charged in accordance with the applicable rules.

Canary Islands, Ceuta and Melilla. These territories lie outside the EU customs and VAT area. Shipments to these zones may be subject to import formalities and local taxes (for example, IGIC in the Canary Islands), payable by the recipient unless stated otherwise.

Responsibility for duties and taxes (Incoterms). The applicable regime (DDP - import duties and VAT included in the price; or DAP - payable by the customer on delivery) is determined individually in the quotation, depending on the route and order value. In all cases, the quotation will state expressly, before the customer's acceptance, whether or not the price includes import duties and VAT (see clause 5.6 of the Terms & Conditions of Sale).

08Delivery incidents

• No one available at delivery: the carrier may leave a card and attempt redelivery or deposit the parcel at a collection point, in line with its own conditions.
• Incorrect delivery details: you are responsible for providing a correct and complete address. Costs arising from redelivery due to incorrect details may be passed on to you.
• Unclaimed or returned parcels: where a shipment cannot be delivered and is returned to origin (for example, due to the recipient's absence, failure to collect from the pick-up point, refusal or incorrect delivery details), the return and re-dispatch costs are borne by the customer, unless the return is due to an error attributable to the carrier or to JetSend.
• Damage or loss in transit: visible damage must be noted on the delivery note / PDA at the time of receipt; failing that, the carrier and JetSend are released from liability. Hidden damage must be reported within 7 days of delivery, with documentation and photographs. JetSend handles the claim on the customer's behalf against the carrier and/or insurer, without guaranteeing its outcome (see section 4 of the Returns & Refunds Policy).

09Customer service