Shipping, returns and guarantee terms
Version: 20 September 2026
Seller: HERA TECH VENTURES SL, operator of weddings.help. Contact: [email protected]. We use external production, fulfilment and delivery providers, but your contract is with us and we remain your point of contact. Legal notice
Contract, price and payment
The product, personalisation, quantity, total price, applicable VAT, delivery charge and estimated delivery window are shown before payment. The order becomes binding when we email the payment and order confirmation. If an item is unavailable or cannot be produced safely, we may reject or cancel it and refund the affected amount in full. Payment is processed by an authorised payment provider.
Personalisation and voluntary 30-minute review period
Check all names, dates, spelling, sizes, product and artwork colours and the delivery address before paying. The preview is illustrative: minor differences in screen colour, print tone, scale and placement may occur within normal production tolerances. A material difference remains a lack of conformity. Contact us immediately if you spot an error. We voluntarily hold the production queue for at least 30 minutes after payment and will try to change or cancel the order if you contact us during that time. This courtesy is not guaranteed once preparation or production has started.
Production and delivery
Made-to-order products normally require 2–5 business days for production before transport. Large quantities, stock changes, seasonal demand, artwork checks, embroidery preparation, carrier incidents, strikes, severe weather or other circumstances beyond our reasonable control may extend the estimate. Weekends and public holidays are not business days.
The current delivery window for the selected products and country is shown before payment and saved with the order. It is an estimate, not a guaranteed appointment. A wedding, trip or event date entered in the artwork does not become an agreed essential delivery date unless we expressly accept that date in writing. Order with enough time to check the goods before the event.
Unless a different period is expressly agreed, the statutory maximum delivery period is 30 calendar days from conclusion of the contract. If that period or an expressly agreed date expires, the consumer may require delivery within an appropriate additional period and, where the law permits, terminate the contract if that additional period is not met. Delays caused by external providers do not remove these mandatory remedies. To the extent permitted by law, we do not accept liability for indirect event expenses or loss of use caused solely by an estimated date changing.
We currently deliver to Spain, Portugal, France, Italy, Germany, the Netherlands, Belgium, Ireland and Austria, subject to item and address availability. One order may arrive in several parcels. The risk of loss or damage remains with us until you, or a person indicated by you other than the carrier, takes physical possession.
Status, tracking and delivery incidents
The confirmation email includes a private order page with its latest status. When a parcel is dispatched, we add the carrier link and tracking number and send an update. Tracking may take up to 24 hours to show its first movement. Keep the private link and contact us, rather than any production provider, about the order.
If the end of the estimated window has passed or tracking has stopped, email [email protected]. Please notify us promptly and, if possible, within 30 days after the estimated date so we can use the carrier’s fastest investigation route. This operational request never shortens a statutory limitation period or a mandatory consumer right.
Withdrawal and change-of-mind returns
Under article 103(c) of Spanish Royal Legislative Decree 1/2007, the 14-day change-of-mind withdrawal right does not apply to goods made to the consumer’s specifications or clearly personalised. This includes an item printed or embroidered with the names, date, wording or other individual content approved in the order. Production beginning is not the legal test: the exception arises from the individual specification or clear personalisation.
For those personalised items, we do not accept a return or exchange because the buyer changed their mind, selected the wrong size or colour, or approved incorrect personalisation. This does not affect the voluntary 30-minute review period above or any right arising from a lack of conformity.
If a physical item is not made to your specifications and is not clearly personalised, the ordinary 14-calendar-day withdrawal right applies from physical receipt. Notify [email protected] with an unequivocal statement within that period or use the online withdrawal function linked below. The item must be returned within the following 14 days, unused beyond what is necessary to inspect it and in suitable protective packaging. The customer bears the direct return cost unless we agree otherwise or failed to disclose that cost. We refund the item and ordinary outbound delivery amount required by law, using the original payment method, and may wait until receipt of the item or evidence of dispatch. Withdraw from an order.
Defects, damage and lack of conformity
The personalisation exception never removes your rights if an item is damaged, defective, misprinted, materially different from the approved order or lost in transit. Email the order number, a description and, where reasonably possible, clear photographs of the item, packaging and shipping label. Photographs help us assess the incident but do not replace or restrict your statutory rights. Do not return an item until we provide the appropriate return instructions.
New goods sold under Spanish law have a three-year statutory conformity period from delivery. The remedies and their order are those provided by mandatory consumer law: normally free repair or replacement and, when legally applicable, a price reduction or termination and refund. An operational provider or carrier claim period does not replace or shorten that legal protection.
A product is not non-conforming merely because it reproduces the text, date, size, colour or other specification approved by the buyer, or because it has a minor variation inherent in the disclosed production process. We remain responsible for manufacturing mistakes and for material differences from the description or approved design.
Incorrect address, failed delivery and returned parcels
The buyer must provide a complete, accurate address and make reasonable arrangements to receive or collect the parcel. Contact us immediately about a correction; changes may be impossible after preparation starts. If a parcel is returned solely because the supplied address was wrong or incomplete, collection was not completed, or delivery was unjustifiably refused, we may charge the actual reasonable cost of a new shipment. We will provide the amount before reshipping. Production, carrier and address-processing errors attributable to us or our providers remain our responsibility.
Digital content
Downloadable products are supplied through the private order page and confirmation email after payment. Before immediate supply, we request express consent and acknowledgement that the withdrawal right is lost when downloading begins, under article 103(m) of Spanish consumer law. Files are licensed for personal use by the buyer and their guests and may not be resold or redistributed.
Personal data and applicable law
We share the recipient’s name, delivery address, necessary contact details and print design with external production and delivery providers only to fulfil and track the order. Payment details are handled by the payment provider. Privacy policy
Spanish law applies, without depriving consumers residing in another country of mandatory protections granted by the law of their habitual residence. Any mandatory consumer forum and out-of-court rights remain unaffected. If one clause is invalid, the remaining clauses continue to apply.
