Shipping policy
Purchase conditions – Phoenix Arts Europe
1. Identification of the company
These Purchase Conditions govern the online sale of the products offered through this website by Phoenix Arts Europe, S.L.U., with tax identification number B-25753955, hereinafter Phoenix Arts Europe.
Registered office: Pol. Ind. La Canaleta, C/ Mas d'en Colom, 22, 25300 Tàrrega, Lleida, Spain
Contact email: info@phoenixarts.eu
Contact telephone and WhatsApp: +34 611 037 357
Customer service hours: Monday to Friday, from 9:30 to 12:00 and from 15:00 to 16:30
Accessing, browsing and buying through this website imply acceptance of these Purchase Conditions, as well as of the Privacy Policy, the Cookie Policy and, where applicable, the particular conditions applicable to certain products, promotions or services.
Phoenix Arts Europe may amend these conditions when necessary for legal, technical, commercial or organisational reasons. The conditions applicable are those in force at the time the customer places the order.
2. Acceptance of the purchase conditions
Before completing a purchase, the customer must expressly accept these Purchase Conditions and the Privacy Policy by means of the corresponding box.
By placing an order, the customer declares that:
- They have sufficient legal capacity to contract.
- The information provided during the purchase process is true, complete and up to date.
- They do not place false, fraudulent or speculative orders.
- They accept that Phoenix Arts Europe will use the data provided to manage the order, delivery, invoicing and after-sales service.
If the customer does not provide the necessary data correctly, Phoenix Arts Europe cannot guarantee that the order will be processed or delivered correctly.
3. Availability of the service and delivery areas
Phoenix Arts Europe ships online to mainland Spain, the Balearic Islands and, in a first phase, to certain European Union countries close to Spain. Delivery availability may vary according to the country, the destination address, the type of product, the weight, the volume or the applicable logistical restrictions.
Online shipments are not made to countries outside the European Union, the Canary Islands, Ceuta or Melilla. Shipments will not be made to post office boxes, postal boxes or incomplete addresses either. The customer must provide a valid, complete and accurate physical address.
Phoenix Arts Europe reserves the right not to process orders when a correct delivery cannot be guaranteed or when there are restrictions of transport, customs, safety or product availability.
4. Availability of products
All orders are subject to stock availability.
If, after the order has been placed, it is not possible to supply one or more products, Phoenix Arts Europe will inform the customer as soon as possible and will offer, as appropriate:
- Replacement by an equivalent product.
- Partial shipment of the order.
- Waiting until the product is available again.
- Cancellation of the unavailable product and refund of the corresponding amount.
Phoenix Arts Europe may withdraw, modify or update products, prices, images, descriptions or references on the website at any time, without this affecting orders already confirmed, except in the event of an obvious error or justified cause.
5. How to buy
The online shop is intended for B2C sales. Phoenix Arts Europe also works with professional customers and distributors through the B2B channel, but these commercial conditions are not managed directly through the website. Professional customers who want specific conditions must contact Phoenix Arts Europe by email at service@phoenixarts.eu.
To make an online purchase, the customer must follow the process indicated on the website:
- Select the desired products.
- Add them to the basket.
- Review the contents of the order.
- Enter the billing and delivery details.
- Select the available shipping method.
- Select the payment method.
- Accept the Purchase Conditions and the Privacy Policy.
- Confirm and pay for the order.
Once the process is complete, the customer will receive a confirmation email with the order information. This email confirms receipt of the purchase request, without prejudice to the actual availability of the products and to validation of the payment.
Phoenix Arts Europe may contact the customer if it detects incomplete data, errors in the address, stock issues, transport restrictions or any other circumstance affecting the proper handling of the order.
6. Order confirmation
The order will be deemed accepted by Phoenix Arts Europe once payment has been confirmed and the availability of the products has been validated.
Phoenix Arts Europe reserves the right to cancel or refuse an order in the following cases:
- Lack of product availability.
- Obvious error in the price, description or product information.
- Impossibility of delivery to the address indicated.
- Payment not authorised.
- Suspicion of fraudulent use or an irregular order.
- Breach of these conditions.
In the event of total or partial cancellation of the order, the customer will be informed and the corresponding amount will be refunded using the same payment method, unless another solution is agreed.
7. Prices, taxes and payment
7.1 Prices
The prices published on the website are shown in euros, unless another currency is expressly indicated.
For sales within Spain and the European Union, prices will include the applicable taxes where appropriate, in accordance with the regulations in force and the customer profile.
Shipping costs, special packaging, fees, duties, customs costs or other additional items, if any, will be shown during the purchase process before the order is confirmed.
Phoenix Arts Europe may change prices at any time. Changes will not affect orders already confirmed, except in the event of an obvious error.
7.2 Payment methods
The available payment methods will be shown during the purchase process and may vary according to the country, the type of customer or the configuration of the online shop.
The order will not be prepared until payment has been correctly confirmed, unless commercial conditions have been expressly agreed in writing with Phoenix Arts Europe.
7.3 Payment security
Phoenix Arts Europe uses secure payment systems and specialised providers to protect transactions. Payment data are transmitted through secure, encrypted connections.
For card payments or other electronic means, the transaction may be subject to checks and authorisations by the issuing institution or the payment provider. If payment is not authorised, the order cannot be confirmed.
8. Preparation, shipping costs and delivery times
8.1 Preparation of the order
Orders are prepared once payment has been confirmed and product availability has been verified.
The usual preparation time will be approximately 2 working days, except for special, bulky, personalised or made-to-order products, products not in immediate stock, or periods of high demand.
During promotional campaigns, fairs, holiday closures, stocktaking, public holidays, weekends or peaks of activity, customer service hours, preparation times and delivery dates may be affected.
When there is a relevant effect due to holidays, public holidays, temporary closures or special periods, Phoenix Arts Europe will communicate this in the order information, in the online shop or through the usual customer service channels.
8.2 Shipping costs
Shipping costs are calculated during the purchase process according to:
- Destination country and address.
- Weight and volume of the order.
- Type of product.
- Selected method of transport.
- Possible need for special packaging.
The customer can review the shipping cost before confirming the purchase.
For standard shipments, the following indicative conditions will apply:
| Shipping area | Order band | Shipping cost |
| Mainland Spain and the Balearic Islands | Up to 50 € | 5.19 € |
| Mainland Spain and the Balearic Islands | From 50 € | 3.95 € |
| Mainland Spain and the Balearic Islands | From 80 € | Free shipping |
| Selected EU countries | Up to 80 € | 14.25 € |
| Selected EU countries | From 80 € | 7.88 € |
| Selected EU countries | From 120 € | Free shipping |
These conditions will apply provided that the order meets the usual logistical conditions. Bulky or special products, or products subject to specific transport, will be subject to prior confirmation by Phoenix Arts Europe.
In a first phase, Phoenix Arts Europe will limit European online sales to the following countries:
- France
- Portugal
- Italy
- Germany
- Belgium
- The Netherlands
- Luxembourg
- Austria
- Slovenia
- Poland
- Czech Republic
- Slovakia
Phoenix Arts Europe may extend, reduce or modify this list according to logistical developments, transport costs and the operation of the online shop.
Phoenix Arts Europe may update shipping costs when necessary because of changes in transport rates, logistical conditions or the characteristics of the order. The final applicable cost will always be shown before the purchase is confirmed.
Phoenix Arts Europe usually works with GLS for shipments, without prejudice to using other logistics operators when the characteristics of the order or the destination so require.
8.3 Delivery times
The delivery times shown on the website, in the order information or communicated to the customer are estimates and may vary for reasons beyond the control of Phoenix Arts Europe, such as weekends, public holidays, holidays, temporary closures, logistical incidents, strikes, weather conditions, errors in the address or absence of the recipient.
Phoenix Arts Europe will work to meet the expected times, but will not be responsible for delays attributable to the carrier, customs authorities, force majeure or incorrect data provided by the customer.
8.4 Bulky or special products
Some products, because of their dimensions, weight, fragility or nature, may require special conditions of transport, packaging or delivery.
Bulky or special products, or products subject to specific transport, will always be subject to prior confirmation by Phoenix Arts Europe. In these cases, Phoenix Arts Europe will inform the customer of the applicable conditions before arranging shipment.
Certain bulky products may be delivered at street level or at the nearest accessible point, according to the carrier's conditions.
8.5 Shipments outside the European Union
Phoenix Arts Europe does not make online sales or shipments through the website to countries outside the European Union, the Canary Islands, Ceuta or Melilla.
For special requests, professional customers or international enquiries, it is necessary to contact us beforehand by email at info@phoenixarts.eu. Phoenix Arts Europe will assess each case individually and will communicate the applicable conditions if appropriate.
9. Delivery incidents
The customer must check the condition of the parcel at the time of delivery.
If the packaging shows visible damage, knocks, breaks or signs of tampering, this must be recorded on the carrier's delivery note and reported to Phoenix Arts Europe as soon as possible, with photographs of the packaging and the product.
If delivery cannot be made because the recipient is absent, the address is incorrect, there is no response, the parcel is refused or the impossibility is attributable to the customer, the costs of reshipment, return, handling or storage may be charged to the customer.
10. Customer service
For any enquiry relating to products, orders, shipments, payments, returns or incidents, the customer may contact Phoenix Arts Europe through:
Email: info@phoenixarts.eu
Telephone and WhatsApp: +34 611 037 357
Hours: Monday to Friday, from 9:30 to 12:00 and from 15:00 to 16:30
Phoenix Arts Europe will try to answer enquiries as soon as possible on working days.
11. Returns, exchanges and refunds policy
11.1 General return conditions
Phoenix Arts Europe accepts returns of products bought through its online shop, provided that the conditions set out in this policy are met.
Products must be returned in perfect condition, unused, undamaged, unstained, free of paint residue, unaltered and fit for sale as a new product.
Whenever possible, they must be returned in their original packaging, with all their accessories, protections, labels, documentation and items included in the shipment.
Returns will not be accepted of products that have been used, improperly handled, assembled, worked on, painted, opened when this affects their resale, damaged or returned incomplete.
11.2 Return period
When the customer is a consumer, they may exercise their legal right of withdrawal within 14 calendar days of receiving the order.
Phoenix Arts Europe may extend this period commercially in specific campaigns or promotions, provided that this is expressly indicated in the online shop or in the conditions of the promotion.
To start a return, the customer must contact Phoenix Arts Europe beforehand through the customer service email, stating:
- Order number.
- Customer name.
- Product or products they wish to return.
- Reason for the return.
- Photographs of the product and the packaging, when necessary.
Returns sent without prior notice or by means not authorised by Phoenix Arts Europe will not be accepted.
11.3 Product exchanges
Phoenix Arts Europe may accept product exchanges when this is operationally possible and provided that the original product meets the return conditions.
Exchanges are subject to stock availability. If the product requested for the exchange is not available, Phoenix Arts Europe may offer an alternative, a commercial voucher or the corresponding refund, depending on the case.
Transport costs arising from an exchange requested by the customer may be borne by the customer, except in the event of an error by Phoenix Arts Europe or a defective product.
For bulky, fragile or special-transport products, the cost of the exchange will be calculated according to weight, volume, destination and logistical conditions.
11.4 Products excluded from return or exchange
Returns and exchanges will not be accepted in the following cases:
- Products that are personalised, made to order or adapted to the customer's specific instructions. For this type of product, the customer must contact Phoenix Arts Europe beforehand by email at info@phoenixarts.eu.
- Products that have been used, painted, stained, assembled, handled or damaged.
- Stretcher bars, canvases, papers or other supports that have been worked on, marked, folded, incorrectly tensioned or damaged after delivery.
- Incomplete products, or products without their original accessories, packaging or protections, when this prevents proper inspection or resale.
- Products bought in a clearance sale, outlet, special sale or promotion with specific conditions, when this is expressly stated.
- Gift cards, commercial vouchers or other digital products, if any.
- Opened products which, for reasons of preservation, hygiene, safety or the nature of the product, cannot be resold as new.
11.5 Return costs
Except in the event of an error by Phoenix Arts Europe, a defective product or an incident attributable to the preparation of the order, return costs will be borne by the customer.
The customer may return the product using the return service provided by Phoenix Arts Europe, in which case the corresponding cost will be deducted from the refund:
Returns from mainland Spain and the Balearic Islands: 3.50 €.
Returns from available European countries outside Spain: 10.00 €.
Alternatively, the customer may return the product by their own means, using a traceable carrier and bearing the cost and risk of shipment until it is received by Phoenix Arts Europe.
These costs will not apply when the return is due to an error by Phoenix Arts Europe, a defective product or an incident attributable to the preparation of the order.
For bulky, delicate or special-transport products, additional collection or transport costs may apply according to the delivery area, weight, volume and type of product. In these cases, Phoenix Arts Europe will inform the customer in advance of the estimated cost.
The original shipping costs will not be refundable, except in the event of an error by Phoenix Arts Europe, a defective product or complete cancellation of the order before it is dispatched.
For returns from outside Spain or outside the European Union, there may be additional costs of transport, customs, taxes, clearance or handling. These costs will be the customer's responsibility, unless the return is due to an error attributable to Phoenix Arts Europe.
11.6 Returns of a defective, damaged or incorrect product
If the customer receives a product that is defective, damaged in transit or different from the one ordered, they must inform Phoenix Arts Europe as soon as possible, preferably within the first 48 hours of receiving the order.
To handle the incident, the customer must provide:
- Order number.
- Photographs of the outer packaging.
- Photographs of the inner packaging.
- Clear photographs of the damage, defect or incorrect product.
- A description of the incident.
Once the information has been reviewed, Phoenix Arts Europe may offer, as appropriate:
- Replacement of the product.
- Dispatch of a new unit.
- Replacement of missing parts or items.
- Collection of the damaged or incorrect product.
- Full or partial refund.
- Another solution agreed with the customer.
The costs arising from a return due to a preparation error, a defective product or an incorrect product will be borne by Phoenix Arts Europe, provided that the incident is duly proven.
11.7 Return procedure
Once the return has been authorised, Phoenix Arts Europe will tell the customer the procedure to follow.
For standard returns handled through GLS, Phoenix Arts Europe may provide the customer with a return label. The return handling cost will be 3.50 €, which will be deducted from the amount to be refunded. For bulky, delicate or special-transport products, Phoenix Arts Europe will inform the customer in advance of the applicable cost before authorising the return.
The product must be properly prepared for transport, using suitable packaging to protect it during the journey. For fragile products, canvases, stretcher bars, papers, easels or other delicate items, the customer must ensure that the product is sufficiently protected to prevent damage during the return.
Phoenix Arts Europe will not be responsible for damage caused during return transport when the product has been insufficiently or inadequately packed by the customer.
The customer must send or hand over the product within the period indicated after the return is authorised. If the product is not returned within that period, Phoenix Arts Europe may refuse the return.
11.8 Refunds
Once the returned product has been received at the premises of Phoenix Arts Europe, its condition will be checked.
If the product meets the return conditions, the refund will be made using the same payment method as for the purchase, unless a different arrangement is agreed with the customer.
The usual time for processing the refund will be 5 to 10 working days from receipt and validation of the returned product. During periods of high activity, promotional campaigns, holidays, Black Friday, Christmas or stocktaking, this period may be slightly longer.
Phoenix Arts Europe may deduct from the refund the costs of return, transport, customs, handling or deterioration of the product when this is appropriate under this policy.
If the returned product does not meet the conditions indicated, Phoenix Arts Europe may refuse the return or apply a depreciation proportional to the condition of the product.
12. Amendment or cancellation of orders
Once the order has been confirmed and paid for, it is not guaranteed that it can be amended or cancelled.
The customer must contact Phoenix Arts Europe as soon as possible if they wish to change delivery details, add products or cancel the order.
If the order has not yet been prepared or handed over to the carrier, Phoenix Arts Europe will try to handle the amendment or cancellation. If the order has already been sent, the corresponding returns policy will apply.
During promotional campaigns, periods of high demand or special orders, amendments may not be possible.
13. Customer registration
The customer may create an account in the online shop to make future purchases easier, consult previous orders, manage addresses and access the available features.
The customer undertakes to keep their data up to date and to keep their access credentials safe.
Phoenix Arts Europe will not be responsible for unauthorised access resulting from negligent use of passwords by the customer.
Commercial communications will be sent only when there is a valid legal basis and, when necessary, the customer's express consent. The customer may unsubscribe from these communications using the mechanisms provided in each communication or by contacting Phoenix Arts Europe.
14. Security and data protection
Phoenix Arts Europe applies technical and organisational measures intended to protect the security of the information and of the transactions carried out through the website.
The personal data provided by the customer will be processed in accordance with the Privacy Policy in force, which sets out the purpose of the processing, the legal basis, the recipients, the retention periods and the rights the customer may exercise.
15. Written communications
The customer accepts that communications relating to their order, invoicing, incidents, status changes, customer service or legal information may be made by electronic means, mainly through the email address provided during the purchase process.
The customer is responsible for checking that the email address indicated is correct and for checking their inbox, spam or junk mail.
16. Force majeure
Phoenix Arts Europe will not be responsible for failure to perform, or delay in performing, its obligations when this is due to causes beyond its reasonable control, including, among others, strikes, labour disputes, transport restrictions, logistical incidents, natural disasters, pandemics, technical failures, supply interruptions, governmental acts, customs problems or force majeure.
17. Applicable law and jurisdiction
These Purchase Conditions are governed by Spanish law.
In the event of a dispute, the parties will submit to the courts with jurisdiction under the applicable consumer and user regulations.
When the customer acts as a professional or a company, and whenever the regulations allow it, the parties may submit to the courts of Lleida, expressly waiving any other jurisdiction that might correspond to them.
18. Validity of the conditions
If any clause of these Purchase Conditions is declared null, invalid or unenforceable, that clause will be deemed removed or limited to the extent necessary, without affecting the validity of the remaining conditions, which will remain fully in force.