FREQUENTLY ASKED QUESTIONS

In order to maintain our policy of transparency with all the families that trust us for their purchases, if you want us to include any more comments and we will do it, or at least we will try to explain everything in the most understandable way.

In general, shipments usually take between 24 and 48 hours on weekdays (Monday to Friday) to reach your shipping address from the time you confirm the purchase, as long as you reside in Spain (Peninsula) and the Balearic Islands. The rest of Europe, the United States and Canada may take a little longer, perhaps 3 to 4 days depending on the area.

We cannot be held responsible for possible delivery delays caused by the courier service, however, we try to work with options that give us confidence and good service.

In periods of very important dates, campaigns and promotions, the delivery time may be a little longer than usual due to the volume of orders we can receive. Please contact us.

All orders received before 17:00h (Spanish Hour) from Monday to Friday will leave our store on the same day as long as there is no incidence with the products you have chosen in your purchase or are items that are made by order or reservation, in these products approximate delivery times are specified in their corresponding file.

If we are on holiday we will ALWAYS tell you clearly visible in our online store which day we will send your order for you to take into account.

Once you have finished paying for your purchase on Nuvolebabiesandkids.com, you will see a message with your order number and confirmation of the successful purchase. In addition, you will receive a confirmation email to the email you have indicated with a complete summary of the order placed.

If you have not received the order confirmation email, but in the shop you have displayed the message with your confirmed order number and you have been charged the corresponding fee, you can be sure that it has been processed successfully.

The reason why you have not received the mail may be because the email address entered has an error, the confirmation mail has entered you by mistake in the spam folder or that there has been some computer problem on our part or due to a failure of your mail service, especially in services such as Hotmail and Yahoo.

You will receive your order without any problem.

If the payment has not been made correctly contact us through info@nuvole.es and we will confirm the status of your order.

Generally orders are prepared in a maximum of 24 hours, when we deliver your order to the shipping agency we send you an email to notify you that the order is complete and soon after our logistics operator, which will indicate a link from which you can track the package and know when delivery is scheduled, even change your delivery preferences.

You can change the shipping address during order preparation, however if the order has already been delivered to the shipping agency we will not be able to change the delivery address.

You can cancel any product or order before we have delivered it to the shipping agency, always consult us as soon as possible. In the event that the order has already been delivered to the transport agency you will not be able to cancel or modify the order, however, you will always have the option of return. All the information about exchanges and returns you have in the following link.

See return and exchange policy →

If you have changed your mind, you can partially or completely return your order to us. To do this you must contact us via mail info@nuvole.es attaching our withdrawal form filled. Remember that you have 14 days to return your order from the day it was delivered to you. All the information about exchanges and returns can be found in the following link.

See return and exchange policy →

If you want to make a change of size, you must notify us the garment you want to return, how? attaching our withdrawal form filled in to the email info@nuvole.es.

Then you must make a new order onlinewith the size you want and once you receive the one you return we will proceed to pay the amount of the same.

See return and exchange policy →

You have the right to refuse the order in whole or in part within 14 calendar days of receipt. Remember that everything you are returning must meet the following requirements:

  • It must be in the same state in which it was delivered and must retain its original packaging and labelling.
  • You must send us the product(s) in a method that guarantees their arrival in good condition.
  • You must include the withdrawal form filled in the return package to be able to locate your order and pay you the corresponding amount.

In the event that all the galaxies of the Universe are aligned and the order arrives to you in bad condition or we have been confused in the sent product you should contact us immediately to give you a solution as soon as possible. You must write to us by email to info@nuvole.es commenting what happened and indicating the order number, below we will tell you the steps to follow. In this case we will take care of all the management.

Yes, you can finance your purchase from 50 to 3000 euros in 3, 6 or 12 months. (only for Spain Residents) When you go to finalize your purchase you must choose the payment method available for it. There is no need to present any kind of documentation at the moment and you will only have to pay the first instalment of your purchase with your credit/debit card.

When choosing this payment method we must wait a maximum of two hours within working days to complete your order and send it to you, as the company that manages the postponements must review some of your data and give us the go-ahead, so your order may take a few more hours to send.

The complete conditions of this option can be found in our terms and conditions, in the payment methods section.

See terms and conditions →

Yes, 10% in the entire online store except for Terese Enfants brand garments and items already discounted, is not applicable with other promotions.

Send us an email to info@nuvole.es requesting the discount and we will send you the necessary documents that you will have to fill in and send us. Once everything is checked you will receive a discount coupon that you can use whenever you want within the following year.

If it expires, you will have to apply again.