Shipping and returns

1. What this page covers

This page applies to the products sold in the Casita-Museo de Ratón Pérez online shop: books, toys and souvenirs. The shop on this website is not open yet; these terms will apply once it opens.

Tickets are not shipped: you receive them by email, and they have their own change and cancellation rules, explained in the terms of sale.

The seller is Mouseo-a8 SL (Casita-Museo de Ratón Pérez), tax ID (NIF) B87991287, Calle Arenal, 8 - Local 14 - 1.ª planta, 28013 Madrid (Spain). Email: [email protected]. Telephone: +34 91 522 69 68.

2. Shipping zones and costs

We ship by courier. Shipping zones and their costs are calculated at checkout, based on the delivery address.

Before you pay you will always see the exact amount of your order, including shipping costs.

3. Processing and delivery times

• We prepare orders Monday to Friday, on working days. We do not ship at weekends.
• Orders placed after 19:00 leave the warehouse on the next working day.
• In mainland Spain, delivery usually takes 24 to 72 working hours from when the order leaves the warehouse.
• In August, delivery may take 4 to 7 working days.

If we cannot send a product, we will tell you as soon as possible. If the order includes other products, we will ask whether you would like to receive the rest or cancel the order. We will refund what you paid for anything we cannot send and, if the whole order is cancelled, the shipping costs too.

4. Collection at the museum

You can choose to collect your order at the museum, at Calle Arenal, 8, during opening hours, with no shipping costs. We will email you when it is ready.

5. When you receive your order

Please check the parcel when it arrives. If it has been damaged in transit or something is missing, write to [email protected] with your order number and photos of the parcel and the product. Please do so as soon as possible and, if you can, within 24 hours of delivery, so that we can claim from the carrier. This notice does not limit your guarantee rights.

6. Right of withdrawal

If you are a consumer, you may withdraw from the purchase without giving a reason within 14 calendar days of the day you, or someone you nominate, receive the product (article 102 TRLGDCU). If the order arrives in several deliveries, the period runs from receipt of the last one.

How to do it: before the period ends, send an email to [email protected] with your name, order number and the products you wish to return. You may use the withdrawal form, although you do not have to.

Then send us the products within 14 calendar days of telling us you are withdrawing, to the address we give you.

You pay the cost of returning the products.

You may examine the product as you would in a shop, but you are liable for any loss in value if you handle it more than necessary. Please return it in good condition, with its packaging and labels if possible.

There is no right of withdrawal, among other cases set out in article 103 TRLGDCU, for:

• Personalised products or products made to your specifications.
• Sealed products that cannot be returned for health protection or hygiene reasons, once unsealed.
• Sealed audio or video recordings and software, once unsealed.

7. Refunds

We will refund everything you paid, including the original delivery costs, within 14 calendar days of you telling us you are withdrawing. If you chose a more expensive delivery option than our standard one, we will not refund the difference.

We may wait until we receive the products, or until you show us you have sent them, before refunding you.

We will use the same payment method you used for the purchase, at no cost to you.

8. Exchanges

If you would rather exchange a product for another, write to us within 30 calendar days of receiving your order. We accept exchanges for delivery to mainland Spain, the Balearic Islands, Ceuta and Melilla.

9. Faulty products and guarantee

All products carry the legal guarantee of conformity: if a product does not match what you bought, you are entitled to have it repaired or replaced and, if that is not possible, to a price reduction or to cancel the contract, at no cost to you. The guarantee lasts 3 years from delivery (article 120 TRLGDCU).

To use it, write to [email protected] with your order number, the product concerned, a description of the fault and, if possible, photos. We will tell you how to get the product to us. In these cases, we pay the shipping costs.

The guarantee does not cover damage caused by misuse or tampering with the product.

10. Contact

For any questions about shipping, returns or guarantees, write to [email protected] or call +34 91 522 69 68.