These General Terms and Conditions for Sales govern all relations between:
The website of the company LOS ENCAJEROS, S.A. (hereinafter, LOS ENCAJEROS or, with Customer Service telephone no. +34 94 463 81 05,
And its online customers (hereinafter, “the Customer”).
Before carrying out any transaction, the customer acknowledges having read and declares to accept said conditions.
1/ Particular conditions of sale
The customer acknowledges having read, at the time of placing an order, the specific conditions of sale shown on the screen (name, price of items, quantity, color, product details, cost of the service, etc.) and expressly declares to accept them without reservation. The order placement and its confirmation by the customer implies full and complete acceptance of the particular conditions of sale, which are only applicable to the order.
2/ Order
The customer places an order by clicking on the tab “Add to cart". The order is then added to a total which includes all the articles confirmed by the customer.
The automatic registration systems of serve as proof of the nature, content and date of the order.
3/ Order confirmation confirms acceptance of the order through an e-mail sent to the customer. reserves the possibility not to confirm any order due to a specific reason, such as product sourcing, a problem with the order received, an abnormal order, a suspicion of a fraudulent use of credit cards or a predictable problem regarding delivery. shall notify this to the customer.
The property of the merchandise shall not be completely transferred until LOS ENCAJEROS, S.A. has received the sums due from the customer.
4/ Delivery conditions
At the time of placing the order the customer shall choose the place of delivery of the merchandise. LOS ENCAJEROS reserves the right to use all necessary means to carry out the delivery of the products at the address provided by the customer.
5/ Delivery times
Once the product is manufactured (from 30 to 60 days, depending on the product), delivery shall be carried out within a maximum deadline of 7 business days.
The shipping cost is borne by the recipient.
6/ Shipping costs and reception of orders
SPAIN (Peninsula and Balearic Islands)
Shipping costs amount to 15 € Euros (VAT included) for orders below 3000 Euros (VAT included).
For orders exceeding 3000 Euros, shipping costs are free.
SPAIN (Canary Islands)
Shipping costs amount to 40 € Euros (VAT included) for orders below 3000 Euros (VAT included).
For orders exceeding 3000 Euros, shipping costs are free.
INTERNATIONAL (Shipments outside SPAIN)
Shipping costs amount to 100 € Euros (VAT included) for orders below 3000 Euros (VAT included).
For orders exceeding 3000 Euros, shipping costs are free.
When placing an order, customers undertake to sign the receipt form submitted by the person doing the delivery, where they may include any remarks they deem appropriate. By signing such receipt form, customers acknowledge having received the number of packages shown therein. If customers find that there are damaged or missing products, they should make a claim and send it to Servicio de Relaciones con los Clientes [Customer Service] by e-mail to:, or by postal mail to:
LOS ENCAJEROS, S.A. ,Gran Vía, 57, 48011 BILBAO, Vizcaya- ESPAÑA
within a maximum deadline of three days.
7/ Shipping company
Deliveries shall be carried out by courier service, during normal business hours. Please fill in the shipping address so that someone may receive the package.
8/ Price
All prices are expressed in Euros. The price invoiced to the customer is the price shown in the order confirmation sent. Payment of the products and services may be carried out by Pay Pal or credit card through a secure server environment of our dealer bank.
9/ Product cards
The pictures shown with the products are supplied for illustrative purposes. Any differences between pictures and products can only be minimal and do not affect the essential characteristics of the products. The color of products shown in the online store may differ from the real color of the product.
10/ Payment conditions
Ordered products shall be delivered after payment by credit card (Master Card, Visa Card) or Pay Pal.
11/ Requested information
By placing orders through the website, you give your consent for the company LOS ENCAJEROS, S.A. to use your personal data, completed by you or collected through the operation of the website. Such data (name, e-mail address, postal address, etc.) are necessary for the processing of your orders.
Our products are hand-made by specialized craftspeople. Therefore, each product is unique.
We will only accept returns if there is a faulty manufacture or if a product other than the one ordered was sent. In such case, the customer has a retraction period of seven days since reception of the merchandise to return the products*, at his/her own expense, in order to have them changed or to get a reimbursement, to LOS ENCAJEROS at the following address:

Gran Vía, 57
48011 BILBAO, Vizcaya- ESPAÑA

* In their full original packaging (with accessories, etc.), in good condition and together with a copy of the invoice.
15/ How to get in contact with us
If you have any queries about a product of LOS ENCAJEROS, S.A., such as, for example, how to perform maintenance or if you have any questions regarding your order, please send us an e-mail to: