Once the order has been placed and processed, go to our website and check the status of your order. Below the order number you will find the assigned courier company and the tracking number. Click on the tracking number link and you will be able to see the progress of your order.

SPAIN

Home delivery: 1–3 business days in mainland Spain, 3–7 business days for the Balearic Islands and 10–15 business days for the Canary Islands (no deliveries are made to Ceuta and Melilla).

Delivery to collection point: 1–3 business days in mainland Spain (no deliveries are made to the Balearic Islands, Canary Islands, Ceuta and Melilla).

Store delivery: 7–10 days (mainland Spain only)

PORTUGAL

Home delivery: 2–5 business days

Delivery to collection point: 2–5 business days

Store delivery: 7–10 days

ITALY

Home delivery: 4–7 business days

Delivery to collection point: 4–7 business days

INTERNATIONAL

Home delivery: 10–15 business days

*Shipping costs will be calculated and shown at checkout. Delivery times may vary depending on location and time of year.

To issue your invoice, it is essential that you enter your NIF or CIF when making the purchase. We recommend carefully checking your tax details before completing the order. Once the order has been confirmed, the invoice will be available for download from the order page. If you need to change the billing details or did not enter them during the purchase, send us an email to posventa@tramas-home.com indicating the following:

Subject: Order invoice + order number

Email body: include all your billing details complete and correct, as if they contain errors we will not be able to issue the invoice.

If your order has already been processed, it is not possible to make changes, as it goes directly to preparation so that you receive it as soon as possible. To avoid any inconvenience, we recommend carefully checking the items, sizes, colours and address before completing the purchase. If your order has not yet started preparation, you can inform us through our website. If you do not receive a response from the Tramas Home team to your cancellation request, the order will not be considered cancelled. To cancel it, we recommend contacting the customer service team by phone (Mon–Fri 10:00–14:00 and 16:00–18:00). We will do everything possible to help you cancel it. However, as we work to ship orders as quickly as possible, we cannot guarantee that the request can be processed in time.

It is not possible to modify an order once it has been placed. If preparation has not yet started, we can cancel it so that you can place a new order with the changes you need. Please note that by cancelling and placing a new order, the promotions applied may be lost if they are no longer active. We will do everything possible to help you; however, as we work to ship orders as quickly as possible, we cannot guarantee that the request can be processed in time.

The time available to collect the order depends on the selected shipping method:

• Home delivery: if it is not possible to receive it at the address, it will be sent to the courier’s reference office and will remain there for 14 days (Correos) or 7 days (MRW)
  
• Service Point Delivery: the time varies depending on the courier company: Inpost = 7 days / SEUR = 6 days
  

*If it is not collected in time, the order will be returned to the central warehouse and the customer must assume €3.99 as return costs.

Store collection: the order remains in the store for 2 weeks before it is put back on sale and the refund is issued to the customer.

Lost packages

At Tramas Home we strive to ensure that every order arrives in perfect condition. If your order is lost during transport, please contact our customer service team here with your order number and any relevant information.

Damaged packages

We understand the inconvenience of receiving a damaged package. In these cases, you have 30 days from receiving the order to inform our customer service team with your order number and photos of the damaged items or package.

We will review the documentation provided and offer you a solution as soon as possible.

If the order appears as delivered, it is possible that there has been an error in the notification and the courier will complete the delivery within the 24 hours following that status change. If after this time you still have not received it, contact our Customer Service team.

If your order has been cancelled by us, please note that the charge you see in your account is a debit reservation. The usual procedure for purchases by card is as follows: on the day you make the purchase, a pre-authorisation of the transaction is made on your bank account, so you will see a charge on your account for that amount. However, the actual charge is only made when the order is shipped. As your order has been cancelled, no charge was authorised; therefore, your bank will release the debit hold within a maximum of 15 working days from the cancellation date.

If items have been removed from your order, it is due to a lack of stock. Our warehouse attempted to send the order complete, but it was not possible. Contact customer service so they can assist you.

In our stores you can place orders through our screens with the help of our team. This option allows you to complete the payment directly at the checkout or from your own mobile device. Please note that if you place this type of order and pay at the checkout, the purchase conditions that apply will be those of Tramas Home physical stores. If you make the payment through the QR code, the conditions will be those of online purchases and you will be able to benefit from their advantages.

You can return your order placed on tramas-home.com in the following way:

SPAIN

• In a Tramas Home store free of charge.

• At a collection point with a cost of €2.99 (mainland Spain).

Returns of orders from the Canary Islands and the Balearic Islands must be covered by the customer. Items must be sent to TRAMAS CENTRAL C/ Río Viejo 52, 41700 Dos Hermanas, Sevilla. Tramas is not responsible for shipments that are not sent to this address. We also recommend keeping the tracking number of these returns for better monitoring.

PORTUGAL, ITALY AND INTERNATIONAL

You can return your order placed on tramas-home.com in the following way:

• In a Tramas Home store free of charge if it is available in your country

• At a collection point with a cost of €2.99, which will be deducted from your refund, if it is available in your country

• If none of these two options are available, please contact Customer Service

You have 30 days from the receipt of your order to make the return. Make sure to follow the instructions to manage your return from your profile.

You have 30 days from the receipt of your order to make the return. Make sure to follow the instructions to manage your return from your profile.

SPAIN, ITALY AND INTERNATIONAL EXCEPT PORTUGAL

Purchases made on tramas-home.com can be exchanged for another size or colour only in our Tramas Home stores*, provided that it is within the return period, in perfect condition, the order number is presented, the item is available in store and the price remains the same. If you wish to exchange your purchase for a different item by sending it to our central warehouse, you must return it and place a new order online.

PORTUGAL

Purchases made on tramas-home.com cannot be exchanged for another size or colour either in store or at the central warehouse. Therefore, you will need to make a return and purchase the product again either in store or online.

*Online purchases can be returned or exchanged in Tramas Home physical stores, except in Seville city (C/O'Donnell and Avda. San Francisco Javier), Fuengirola, Ceuta and Melilla.

Purchases made directly in a physical store are managed according to the conditions applicable to in-store purchases. Returns and exchanges must be made exclusively in Tramas Home stores. The refund amount will be issued as a store voucher, which can be used in Tramas Home physical stores. Refunds to the original payment method are not made for purchases completed in physical stores. You have 30 days from the purchase date to request an exchange or return. To process the return, you must present the purchase receipt in store. Items must be in good condition and show no signs of use. Purchases made in physical stores are not considered online orders, therefore they cannot be returned by courier to the logistics centre.

In the case of orders placed in store through screens, the return method will depend on the payment method used:

Option 1: Payment made via QR: the order is considered an online purchase.

• You can return it free of charge at any Tramas Home store.
  
• Send it to our logistics centre with a return cost of €2.99. The refund will be made to the original payment method.
  

Option 2: Payment made at checkout (cash or card): the order is considered an in-store purchase.

• The return must be managed exclusively in a Tramas Home store.
  
• The amount will be refunded through a store voucher, according to the conditions of in-store purchases.
  

You have 30 days from the receipt of the order to make the return.

To make any exchange or return, you have 30 days from receiving the order or purchasing the product in store.

Yes, whether you return in a physical store or at a drop-off point, you have 30 days from receiving the shipping confirmation email for your order to make the return. Please note that regardless of when you submit the return request, you must deliver the package to the drop-off point within the 30-day period from the moment you receive the order.

The time to receive the refund depends on the type of purchase and how the return has been managed.

Web orders

• Return in store: the refund will be issued within a maximum of 72 hours, always to the original payment method.
  
• Return by courier: the refund will be issued within a maximum of 14 days from when the order arrives at the logistics centre.
  

Orders placed from store

• Payment via QR (online purchase): In store: refund within a maximum of 72 hours. Or by courier: refund within a maximum of 14 days from receipt at the logistics centre.
  
  
  

Payment made at checkout:

• The amount will be refunded through a store voucher, delivered at the moment of the return in store.
  

Purchases made in physical store:

• The amount will be refunded through a store voucher, which will be provided at the moment the return is processed in store.

Once delivered, the carrier will send your return to Tramas Home where the goods will be reviewed and, if the return is accepted, the refund will be processed within a maximum of 14 days from the moment it is received at our logistics centre.

If you want to cancel or modify your request and you have not yet delivered your return at the drop-off point, contact customer service so they can assist you.

No, exchanges and/or returns must always be carried out in the same country where the purchase was made.

No, products sold as a “PACK” are indivisible and cannot be returned partially or individually. In case of defect, the complete pack must be returned or replaced.

You have the free option of going to a Tramas Home physical store or, if you prefer, you can leave your return at a collection point with a cost of €2.99, which will be deducted from your refund.

*Online purchases can be returned or exchanged in Tramas Home physical stores, except in Seville city (C/O'Donnell and Avda. San Francisco Javier), Fuengirola, Ceuta and Melilla.

**Except in Spain for returns from the Canary Islands and the Balearic Islands.

We do not currently offer this service, but you can leave your return at one of our available drop-off points or, if you prefer, you can return it free of charge at a physical Tramas Home store. You can check the location of all our Tramas Home stores on our store locator page.

We are sorry, but if you made your purchase in a physical store and have lost the receipt, we will not be able to process the return. The purchase receipt is the legal proof required to manage returns or exchanges in store, so it is important to keep it. Please note that payment by card does not replace the receipt and cannot be used as a valid proof for these processes.

The fastest way to resolve your issue is to follow these steps:

Step 1: Take a photo of the outer packaging of the parcel.

Step 2: Take a photo of the incorrect items you received where the references can be seen.

Step 3: Contact our team providing your order number through the email posventa@tramas-home.com

If an item is missing from your order, it may have been shipped in multiple deliveries. You can check the total number of parcels for your order in the shipping confirmation email. If you have already received all deliveries and an item is still missing, contact our customer service team with the following information: the reference of the missing item or items, a photo of the outer packaging of the parcel, the order number, your full name and email address.

The fastest way to resolve your issue is to follow these steps: take a photo of the incorrect item received where the reference can be seen and contact our customer service team providing your order number. Please note that slight variations in the colour of items may occur due to factors such as screen settings, photo editing or lighting conditions in the product images.

The fastest way to resolve your issue is to follow these steps: take a photo of the item where the defect can be seen, take a photo of the item where the internal and external label of the defective product is visible, and contact our customer service team providing your order number and the photos.

If you purchased an item in a Tramas Home physical store and it has a defect, you should go directly to the same store where you made the purchase. The team there will review the product and help you manage the claim or the corresponding exchange depending on the condition of the item.

If your order has been returned, the first thing we recommend is checking whether it happened for any of the following common reasons:

• The address was incomplete or incorrect and the courier could not complete the delivery.
  
• You chose a collection point and were unable to collect it within the time provided by the courier.
  
• The courier could not deliver the order to your address after several attempts.
  
• You did not collect the order from the store within the deadline.
  
• You entered an incorrect email address and they were unable to notify you.

If your order has been returned, the first thing we recommend is checking whether it happened for any of the following common reasons: the address was incomplete or incorrect and the courier could not complete the delivery. You chose a collection point and were unable to collect it within the time provided by the courier. The courier could not deliver the order to your address after several attempts. You did not collect the order from the store within the deadline. You entered an incorrect email address and they were unable to notify you.

At this time we cannot guarantee the availability of out-of-stock products, but we encourage you to continue visiting our website to see future restocks. If you prefer, you can subscribe to the stock alert on the product page and we will notify you as soon as the item you want becomes available again.

We encourage you to visit our website to locate the reference of the item. You can search using our search bar or by browsing through our different sections and product categories.

Sometimes the same item may have a different price on our website and in our physical stores. This is because each channel may have different promotions, campaigns or availability. Sometimes you may find an offer available exclusively online or only in store. These variations allow us to offer promotions tailored to each channel and maintain a flexible shopping experience for our customers. If you see a different price, it is not an error, it simply corresponds to the campaign currently active on that channel. You can always choose the option that suits you best at any time.

When you place an “online” order from the store checkout or through our touch screens, the prices and promotions applied are always those of the physical store where you are. Although the order is processed online, this type of purchase is part of the service provided by our store, so the offers and conditions active there at that moment are respected, even if the price on the website is different. In this way, we guarantee that you will pay exactly the price you see in store when placing your order.