FAQ – FREQUENTLY ASKED QUESTIONS

BUYING PROCESS

You can make the purchase both as a "customer" by providing your email address and password or as a "guest".

How can I make an order?

Choose a category (e.g. chocolates), once inside the specific section, you will see the different assortment of products and just click on the one that interests you (e.g. dark chocolate with almonds). If you click on the product photo, you will see will be able to have a closer look at the product image and information. You will also be able to to find nutritional information and even recipes or cocktail mixes.

Add to your cart the product you want to buy by clicking "Buy now". If you want to include or reduce items of the same product, you can do so by clicking on the arrows indicated in the “Quantity” box.

Once your shopping cart is included, a screen will appear on which you will have to choose if you want to continue shopping (click on "continue shopping") or finalize your purchase (click "finish now").

If you decide to “finish now” a screen will appear with your detailed order and will give you the option to select the “The order is for a gift” box in case you would like to send your order as a gift.

Check the information of your order and if you want to continue shopping click on “continue shopping”; If you have already finished your order, click on “finalize purchase”. If you have finished, review your order information and click on “select payment method”.

The next step is to check your personal, shipping and billing information. You can add comments for the carrier mentioning any indications you consider. Then on the next screen, you will have to review your order, and then select your payment method, accept our conditions and confirm the order.

Once the payment is made, you will receive an email confirming your order, and indicating that the products will be sent to you as soon as possible from our warehouse.

In any case, if you have any questions or additional clarification you can consult us through our contact form.


May I make an order and send it as a gift? / Create your own gift package

Yes, it is possible to do so. Once registered, in the purchase completion process you must check the option “the order is for a gift”. At this time, an indication box will be displayed to place an order as a gift. The data will be entered in it with the name of the beneficiary, delivery address (if different from the one indicated above), or any information that you consider appropriate in order to facilitate it to be delivered effectively.

My online order is a gift. How will it reach the recipient and it what format?

Yes, it is possible to do so. Once registered, in the purchase completion process you must check the option “the order is for a gift”. At this time, an indication box will be displayed to place an order as a gift. Please provide the name of the beneficiary, delivery address (if different from the one indicated above), delivery schedule or any other comment or information that you consider appropriate in order to facilitate the delivery.


Are there buying limits?

For security reasons, you cannot make orders above 600 € for a period of 15 days. If you are interested in making an order more than the said amount, we request that you to please get in touch with our Customer Service found in our Contact Section.


USER REGISTRATION

Is it required to register?

No, you also have the possibility to make the purchase as a guest. 
 

I forgot my username and/or password

In this case, at the time of registration, you must select the option “have you forgotten your password?”. An email will be automatically sent to the address with which you made the registration. In it you will have a link to reset your new password.

 

I want to modify my personal data. What should I do?

Once registered within the private area, a section enabled for this purpose is available. You must save the changes made so that it will take effect in our database.

 

How can I contact Filipinan Customer support:

You can fill up the Contact Form in the website or contact us through :
Email: info@filipinan-market.com
Mobile: +34 609 876 290


PAYMENTS

How may I pay for my order / What payment methods are accepted?

The payment methods are:

- Debit or Credit card
- Pay Pal
- Bank Transfer

How is the payment through debit/Credit card done?

When making the payment through the secure payment gateway, the system will automatically verify that the card is activated for Secure Electronic Commerce. Then, it will connect with the financial entity that issued it, which will request the buyer to authorize the operation through a personal authentication code. The operation will only be carried out if the bank issuing the credit card confirms the authentication code and at that time the card will be charged. Otherwise, the transaction will be rejected.

 

Is the payment system secured?

When managing the order, all purchases made from that moment are made under a secure connection that guarantees the confidentiality of all your data. For this reason, purchases are made in a secure server environment under the SSL (Secure Socket Layer) protocol.

 

Why your card gets rejected?

The payment with your card can be rejected for the following reasons:

- Your card is expired. Please check the expiry date of your card.
- Your card has reached its credit limit. Please contact your bank.
- The date inputted could be wrong. Please double-check that you have inputted correctly the 16 digits of your card number, expiry date and CVV.
- When making the payment through the secure payment gateway, the system will automatically verify that the card is activated for Secure Electronic Commerce. Then, it will connect with the financial entity that issued it, which will request the buyer to authorize the operation through a personal authentication code. The operation will only be carried out if the financial entity issuing the credit card confirms the authentication code and the card will be charged at that time. Otherwise, the transaction will be rejected.


INVOICING

How do I acquire the invoice?

Your ticket will be automatically sent to your email address, both as if you are a private individual or company. In turn, you can download it in “private area” in your order register. In case you need an invoice, please contact us through our contact form or by sending an email to the following address: info@filipinan-market.com.


My order is a gift and I don’t want a receipt / invoice included.

For gift orders we never include the invoice or delivery note.

 

Can I issue an invoice under a company’s name?

Yes, it is as easy as registering in our website with the company’s website, that way you will be able to make orders under your name or under a company’s name without any complications.

 

You have sent me an invoice through email but I don’t receive it (please look at your Spam)

Please check your Spam folder in your email box. If you still can’t find it in Spam then please contact our Customer Service and we will make sure that the invoice is resent to the email address registered in the system.


METHODS AND TIME OF DELIVERIES

How do you assure safe deliveries of fragile products?

Our packaging is designed to minimize possible breakage and our transport company is aware of the fragility of our products.

Check your order at the time of receipt. If you notice any moisture in the box or it is broken, do not accept the order. Our transport company will notify us of the incident and we will contact you to solve it.

 

Delivery Fee
Spain
Our shipments, for products that do not require cold transport, have a fixed cost of € 4.95, but if your order is equal to or greater than € 39, shipping is free.
In the event that they require cold transport, have a fixed cost of € 8,90, but if your order is equal to or greater than € 95, shipping is free.

Portugal
Our shipments, for products that do not require cold transport, have a fixed cost of € 7.50, but if your order is equal to or greater than € 50, shipping is free. 

Delivery times in Spain When will I receive my order?

Orders that do not require cold
The shipment is made through TIPSA and the delivery time is 1-2 days from the time we confirm the shipment. Once the shipment is prepared you will receive an email with your shipment number.

Orders that require cold transport

The shipment is made through SEUR FRIO and the delivery time is 2-3 days.
The days that deliveries are made are: Wednesday, Thursday, Friday and Saturday preferably before 1:30 p.m. so that the order arrives in the best conditions.
Once the shipment is ready, you will receive an email with your shipment number.

Please take into Account that national and local holidays could affect the delivery time.

Who handles the deliveries?

Our courier company for shipments that do not require cold is TIPSA. His website https://www.tip-sa.com/

For shipments that require cold transport, it is SEUR COLD. His page www.seur.-com

Where do I receive my deliveries?

The product/s will be delivered to the address that is registered during the time the order is made in the website. Deliveries can be made to hotels, apartments, tourist accommodations and offices. Please facilitate the delivery by indicating in the Observations field all the data needs in order to complete the delivery if there are special instructions, such as if the products must be received by the concierge or give a specific name of a person or place.


Is it possible to track my order?

Yes, we will send you a tracking number via e-mail once you complete your order.

 

What happens if nobody is able to receive my order at the moment?

There is no problem if at the first delivery attempt no one is able to receive the order because you will receive an e-mail notification and you will be able to contact the agency in order to specify a date and time for a second delivery attempt or go to the nearest office of the delivery agent for pickup.

 

I am out of the house the whole day. What do I do?

In this case you have various options in order to receive your products. You may pass by the nearest TIPSA office to the address you indicated or you may indicate the address of your office where the delivery may be done.

 

What happens if I don’t receive my delivery during the time period established?

Our delivery company will make the first delivery attempt during the hours established, if this wasn’t possible then they will get in touch with you in order to do a second delivery attempt. If in any case there is a delay, please do not hesitate to contact our Customer Service.

 

Can I change the delivery address once the delivery has already been attempted?

Please give us a call immediately if there is a need to change the delivery address.


Can I send my order to a hotel or to an apartment for tourists?

Yes it is possible.

 

What regions do you do deliveries?

For now, we only deliver within the Spanish peninsula (Spain and Portugal).

 

Could I request for an urgent delivery?

In order to guarantee and urgent delivery, please contact our Customer Service and we will do the best we can to prioritize your urgent delivery.


INCIDENTS WITH THE ORDER

What should I do if the product I receive is defective or broken?

Our packaging is designed to minimize the risk of the items breaking during the delivery and our delivery company is conscious of the products being fragile. Please check the products the moment you receive them. If you detect that the box is wet or is broker, please do not accept the order. Our delivery agent will notify us of the incident and we will immediately contact you in order to solve the problem.

If you detect that the product has arrived broken after opening the order, contact our Customer Service Department to notify us.


What do I do if the wrong order arrives or is incomplete?

If there is any error in the preparation of your order, please contact with our Customer Service and we will send you the product that is missing without any additional cost and or we will refund the cost of the product.

 

What happens if the product is expired or defective?

If you receive any of our products in bad condition, then please contact and file a complaint to our Customer Service and we will send you a new product without any additional cost or refund you.


What happens if I buy a product and it is out of stock?

We will contact you as soon as possible in order for you to modify or cancel the order.

 

How do I file a complaint?

Please contact our Customer Service to present your complaint through the following form:

Contact Form
Email: info@filipinan-market.com
Tfno: +34 609 876 290


RETURNS POLICY

You can consult our Return Policy at:

https://www.filipinan-market.com/en/return-policy/
 

SECURITY AND PRIVACY

How are you going to use my data?

We are only going to use your data to deliver the order to the address indicated and do the other necessary tasks.

In compliance with the provisions of Organic Law 15/1999, of December 13, on the Protection of Personal Data, at the time a customer makes an order, their personal, domiciliary data and those related to their payment details, are incorporated into our database, being used only to process the order and send information about offers and services that may be of interest to our customers. Mactan Trading SL ensures the confidentiality of the data provided by our customers, since the personal data requested is always strictly necessary.

In any case, customers may at any time exercise their rights of access, rectification, cancellation and opposition, communicating it in writing to our email address.

 

I am a client and I do not want to receive any email advertisements, what should I do?

You can unsubscribe to our Newsletter through the client area, or through sending us an email or clicking “Unsubscribe” at the bottom of each newsletter that we send.


How do I exercise my ARCO rights?

You can exercise your rights of Access, rectification, cancellation or opposition by sending us an email.


NEWSLETTER

What information will be sent if I subscribe to the newsletter and how often will I receive it?

We will never send advertisements of products or services that we don’t offer.

 

Can I unsubscribe?

You can unsubscribe to our Newsletter through the client area, or through sending us an email or clicking “Unsubscribe” at the bottom of each newsletter that we send


OTHER QUERIES

I want a product that isn’t in the website.

Please contact us through our Customer Service and indicate what product you wish to buy so that we may study to have it included in our product catalog.

 

Can I sell my products in your website?

Please contact our Customer Service through our contact form or send us an email.

 

Are there special discounts?

If you have a store or business and wish to have our products then please contact our Customer Service in order to help you.

 

Is it safe to buy food online? How will I know where it comes from? What are the guarantees?

Buying food online is just as safe as buying it in a physical store. All of our suppliers are registered under the Health Ministry and comply with all Spanish regulation for food production and distribution. This guarantees that they are safe to consume.