FAQ
COMPRAS
¿Cómo puedo asegurarme de que he realizado la compra correctamente?
Una vez hayas finalizado el proceso de compra en la tienda online se te enviará un email de confirmación con toda la información de tu pedido. En caso de no recibirlo, contacta con nosotras mandando un email a web@mercules.es para confirmar que la compra se ha realizado y enviarte de nuevo el email de confirmación.
¿Por qué no recibo el email de confirmación de mi compra online?
Todos los pedidos realizados a través de a tienda online reciben un email de confirmación de manera automática. En ocasiones, estos emails llegan a la carpeta de correo no deseado, comprueba que no está ahí. Si no te ha llegado el email de confirmación puede ser que el pago no se haya realizado adecuadamente, que el email introducido no sea correcto o que exista algún problema informático. Por favor, comprueba si el pago se ha realizado, y si es así, mándanos un email a web@mercules.es con la información de tu pedido.
¿Hay alguna manera de saber en qué estado se encuentra mi pedido?
Normalmente los pedidos salen de nuestro almacén el mismo día para pedidos realizados antes de las 14h. o al día siguiente. Una vez tu pedido haya salido del almacén recibirás un email de nuestra empresa de transporte con la información de seguimiento.
PAGOS
¿Cuáles son los métodos de pago aceptados en la tienda online?
Puedes realizar tu pago mediante:
- Tarjeta de crédito (Mastercard, VISA, Maestro, American Express)
- Apple Pay
- PayPal
- Aplázame
¿Cómo funciona el pago a plazos (Aplázame)?
Puedes conocer todos los detalles sobre las compras con Aplázame en https://mercules.es/pages/pago-aplazado.
ENVÍOS
¿Desde qué países puedo realizar compras a través de la tienda online?
¡No nos ponemos límites! Se pueden realizar compras en la tienda online desde cualquier parte del mundo.
¿Se hacen envíos a Ceuta, Melilla, Canarias y Baleares?
¡Claro que sí! El tiempo de envío suele ser de entre 2 y 3 días y tiene un coste de 8€. En el caso de Ceuta, Melilla y Canarias agradeceríamos nos proporcionaras el DNI en la sección de comentarios al hacer tu pedido ya que nos lo solicitan para realizar el envío.
¿Cuánto cuesta el envío?
Tienes toda la información sobre los costes de envío en https://mercules.es/pages/envios-y-devoluciones
¿Cuál es el plazo de entrega de mi pedido?
Puedes consultar toda la información relacionada con los plazos de entrega en https://mercules.es/pages/envios-y-devoluciones
¿Puedo solicitar la recogida de mis pedidos en una de las tiendas?
¡Claro! Entendemos que esto puede facilitar mucho las cosas a la hora de hacer un pedido, por ello, puedes poner como dirección de entrega de tu pedido la dirección de la tienda Mercules en la que quieras hacer la recogida. Te recordamos las direcciones de nuestras tiendas:
Se ha perdido mi pedido ¿qué puedo hacer?
Esperamos que esto no ocurra nunca, pero en caso de que así sea, contacta con nosotras a través de web@mercules.es proporcionándonos toda la información de tu pedido y te diremos algo al respecto lo antes posible.
CAMBIOS Y DEVOLUCIONES
¿Se permite realizar devoluciones de las compras online? ¿Tienen algún coste?
¡Por supuesto! Tienes toda la información al respecto en https://mercules.es/pages/envios-y-devoluciones
¿Puedo realizar cambios o devoluciones de mis pedidos online en tienda física?
Sí, puedes hacer esos trámites en la tienda. En el caso de realizar un cambio se tendrían que llevar a cabo dos procesos diferentes: por un lado, la devolución del producto (se te haría un reembolso por el importe pagado por el mismo método por el que realizaste la compra), y por otro, la compra del nuevo producto en tienda.
He hecho un pedido online y el producto está defectuoso, ¿qué puedo hacer?
En caso de recibir un producto defectuoso, por favor contacta con nosotras mandando un email a web@mercules.es y tramitaremos un cambio o devolución lo antes posible.
¿Se puede devolver un producto comprado en Flash sales?
Los productos vendidos durante los días de “Flash sales” no se podrán cambiar o devolver.
CUIDADOS DE LOS PRODUCTOS
¿Qué puedo hacer para mantener mis productos de piel en buen estado?
Te contamos todo lo que necesitas saber para mantener en perfecto estado tus productos comprados en Mercules en el siguiente enlace: https://mercules.es/pages/cuidados
PURCHASES
How can I be sure I have made the purchase correctly?
Once you have completed the purchase process in the online store, you will receive a confirmation email with all the information about your order. If you don´t receive it, contact us by sending an email to web@mercules.es to confirm the purchase has been made and send you the confirmation email again.
Why don´t I receive the confirmation email of my online purchase?
All orders made through the online store receive a confirmation email automatically. Sometimes these emails reach the spam folder, check if it´s there. If you haven´t received the confirmation email, it may be that the payment has not been made properly, that the email entered is not correct or that there is a computer problem. Please check if the payment has been made, and if so, send us an email to web@mercules.es with the information of your order.
Is there a way to know my order status?
Normally orders leave our warehouse the same day for orders placed before 2pm. or the next day. Once your order has left the warehouse you will receive an email from our transport company with the tracking information.
PAYMENTS
What payment methods are accepted in the online store?
The payment methods accepted are:
- Credit card (Mastercard, VISA, Maestro, American Express)
- Apple Pay
- PayPal
- Aplázame
How does the deferred payment (Aplázame) work?
You can find all the details about purchases with Aplázame at https://mercules.es/pages/pago-aplazado.
SHIPPINGS
From which countries can I make purchases through the online store?
We don't set limits! Purchases can be made in the online store from anywhere in the world.
Are shipments made to Ceuta, Melilla, the Canary Islands and the Balearic Islands?
¡Of course! The shipping time is usually between 2 and 3 days and costs € 8. In the case of Ceuta, Melilla and the Canary Islands, we would be grateful if you could provide us with your DNI in the comments section when placing your order as they request it to do the shipment.
How much do the shipments cost?
You have all the information about the shipping costs in https://mercules.es/pages/envios-y-devoluciones
When will I receive my products?
You can check all the information related to delivery times in https://mercules.es/pages/envios-y-devoluciones
Can I request the picking of my online orders in one of the stores?
Of course! We understand that this can make things much easier when placing an order, therefore, you can put the address of the Mercules store where you want to pick up as the delivery address for your order. We remind you of the addresses of our stores:
My order is lost, what can I do?
We hope that this never happens, but if so, contact us through web@mercules.es giving all the information of your order and we will tell you something about it as soon as possible.
RETURNS & EXCHANGES
Are returns allowed for online purchases? Do they have any cost?
Of course! You have all the information about it at https://mercules.es/pages/envios-y-devoluciones
Can I make changes or returns of my orders in physical store?
Yes, you can do these procedures in the store. In the case of making a change, two different processes would have to be carried out: the return of the product (you would be reimbursed for the amount paid by the same method by which you made the purchase), and the purchase of the new product in store.
I have ordered online and the product is defective, what can I do?
In case of receiving a defective product, please contact us by sending an email to web@mercules.es and we will process an exchange or refund as soon as possible.
Can I return a product purchased in Flash sales?
Products bought during “Flash sales” days cannot be exchanged or returned.
PRODUCT CARE
What can I do to keep my leather products in good condition?
We tell you everything you need to know to keep your Mercules products in perfect condition at the following link: https://mercules.es/pages/cuidados
PURCHASES
How can I be sure I have made the purchase correctly?
Once you have completed the purchase process in the online store, you will receive a confirmation email with all the information about your order. If you don´t receive it, contact us by sending an email to web@mercules.es to confirm the purchase has been made and send you the confirmation email again.
Why don´t I receive the confirmation email of my online purchase?
All orders made through the online store receive a confirmation email automatically. Sometimes these emails reach the spam folder, check if it´s there. If you haven´t received the confirmation email, it may be that the payment has not been made properly, that the email entered is not correct or that there is a computer problem. Please check if the payment has been made, and if so, send us an email to web@mercules.es with the information of your order.
Is there a way to know my order status?
Normally orders leave our warehouse the same day for orders placed before 2pm. or the next day. Once your order has left the warehouse you will receive an email from our transport company with the tracking information.
PAYMENTS
What payment methods are accepted in the online store?
The payment methods accepted are:
- Credit card (Mastercard, VISA, Maestro, American Express)
- Apple Pay
- PayPal
- Aplázame
How does the deferred payment (Aplázame) work?
You can find all the details about purchases with Aplázame at https://mercules.es/pages/pago-aplazado.
SHIPPINGS
From which countries can I make purchases through the online store?
We don't set limits! Purchases can be made in the online store from anywhere in the world.
Are shipments made to Ceuta, Melilla, the Canary Islands and the Balearic Islands?
¡Of course! The shipping time is usually between 2 and 3 days and costs € 8. In the case of Ceuta, Melilla and the Canary Islands, we would be grateful if you could provide us with your DNI in the comments section when placing your order as they request it to do the shipment.
How much do the shipments cost?
You have all the information about the shipping costs in https://mercules.es/pages/envios-y-devoluciones
When will I receive my products?
You can check all the information related to delivery times in https://mercules.es/pages/envios-y-devoluciones
Can I request the picking of my online orders in one of the stores?
Of course! We understand that this can make things much easier when placing an order, therefore, you can put the address of the Mercules store where you want to pick up as the delivery address for your order. We remind you of the addresses of our stores:
My order is lost, what can I do?
We hope that this never happens, but if so, contact us through web@mercules.es giving all the information of your order and we will tell you something about it as soon as possible.
RETURNS & EXCHANGES
Are returns allowed for online purchases? Do they have any cost?
Of course! You have all the information about it at https://mercules.es/pages/envios-y-devoluciones
Can I make changes or returns of my orders in physical store?
Yes, you can do these procedures in the store. In the case of making a change, two different processes would have to be carried out: the return of the product (you would be reimbursed for the amount paid by the same method by which you made the purchase), and the purchase of the new product in store.
I have ordered online and the product is defective, what can I do?
In case of receiving a defective product, please contact us by sending an email to web@mercules.es and we will process an exchange or refund as soon as possible.
Can I return a product purchased in Flash sales?
Products bought during “Flash sales” days cannot be exchanged or returned.
PRODUCT CARE
What can I do to keep my leather products in good condition?
We tell you everything you need to know to keep your Mercules products in perfect condition at the following link: https://mercules.es/pages/cuidados