Frequently Asked Questions

How do I submit my manuscript or illustrations to Cuento de Luz?

Please contact us on info@www.cuentodeluz.com, but only if you think that your submission is in line with the Cuento de Luz philosophy outlined on the Who we are web page.

What are your terms and conditions?

Please read our complete Conditions of Use & Sale.

Is it safe to give you my credit card information over the internet?

Yes, we have a secure server for your credit card payments. We do not keep credit cards on file so they cannot be accessed after your transaction is complete.

What forms of payment do you accept?

We accept PayPal and major credit cards.

How do I place an order?

To purchase products on our site, simply click on the ‘add to cart’ button for each product.

Do you gift wrap?

Unfortunately, gift wrapping is not available at this time.

What are my shipping options?

Cuento de Luz ships to addresses all over the world. Orders are shipped by DHL or Correos (Spanish Postal Service) for the whole world except for Spain and Portugal where we use Chronoexpres.

The shipping rates with Correos are (outside Spain and Portugal) outlined below (in Euros, €). Delivery time is between 8-14 days in Europe and 10-28 days for the rest of the world.

European Union: 4.10 EUR
Rest of the World: 7.10 EUR 

If you need express service then you can use the DHL option (outside Spain and Portugal).

The following is a summary of the shipping rates (in Euros, €) for packages up to 2.5kg:

Europe 1: 16.80 EUR
Europe 2*: 30.40 EUR
Europe 3**, Africa Middle East: 36.30 EUR
North America: 21.80 EUR
Latin America: 30.10 EUR
Rest of the World: 36.80 EUR

*Bulgaria, Cyprus, Slovakia, Slovenia, Estonia, Hungary, Lithuania, Latvia, Malta, Poland, Check Republic, Romania 
**Belarus, Bosnia, Croatia, Iceland, Faeroe Islands, Macedonia, Russia, Serbia, Ukraine, Turkey

 

For Spain and Portugal the shipping charges by Chronoexpres, independent on how many books you buy, are outlined below. Delivery time is normally between 24 hours to 48 hours (7-14 days for Canary Islands, Ceuta and Melilla).

Spain mainland: 5.90 EUR
Portugal: 5.90 EUR
Canary Islands Ceuta, Melilla: 8.90 EUR

We reserve the right to change shipping charges at any time.

Will I receive a confirmation of my order?

Yes, you will receive an order confirmation email once we receive your order. A shipping confirmation email will be sent to you when the order leaves our warehouse.

Am I able to track my order?

No. We are working on integrating data from DHL so that you can track those packages in the future.

What is your cancellation and return policy?

You may cancel an order at any time within seven working days, beginning on the day after you received the products. In this case, you will receive a full refund of the price paid for the products in accordance with our refunds policy. To cancel an order, you must inform us in writing. You must also return the product(s) to us immediately, in the same condition in which you received them, and at your own cost and risk. You have a legal obligation to take reasonable care of the products while they are in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation.

Can I ship to multiple addresses?

Yes, but each shipping location requires a separate order.

What are the benefits of registering for an account?

You need have to have an account to shop, and there are advantages to having one. You can view your order history and we’ll remember your contact details, which makes checkout quick and easy. We will also keep you up-to-date on our latest releases, news and special offers. Simply enter your email and a password to set up your account, and you’ll have the option to create a billing address and to save several delivery addresses.

What if I forget my password?

Please click on the “Forgot Password?” link under the Login button and fill out your email address in the form provided and we will send you an email with instructions to reset your password.

How do I change my account information?

If you are a registered user, you can sign into your account at any time by entering your Username and Password. You will also have the option to log in at checkout. Once logged into your account, you can edit your account details.

Will my email ever be shared with other companies?

When you register with Cuento de Luz, we will send you email updates on exciting news and events, as well as special offers and promotions. You will have the option to opt out from these emails. Our policy is never to rent or sell names of our community members to other companies.

What is your Privacy Policy?

See our separate Privacy Policy by clicking on the link at the bottom of the page.

Didn’t find your answer here?

Contact us! Cuento de Luz Customer Service Phone +34-91-3510135 Email: info@www.cuentodeluz.com