Frequently Asked Questions:

If you have a different question, please contact us.

In which countries does iberSPAIN distribute?

In iberSPAIN we are working to ship our products to all parts of the European Union, although for the time being we distribute in the following countries:

You can consult the shipping costs by clicking on the country you are interested in. If you are interested in sending your purchase to a different country, you can make your inquiry without commitment through our contact form or sending an email to info@iberspain.com and we will inform you about the possibilities that exist.

We also ship to the following islands:

We are currently working to ship to new destinations in the European Union.

When will I receive my purchase?

Usted podrá consultar los plazos de entrega establecidos para cada país, en nuestro apartado de envíos, pero recuerde que a la hora de calcular los tiempos de tránsito, los transportistas no tienen en cuenta los fines de semana ni los festivos locales de los destinos por los que transite su pedido, los cuales podrían afectar a los plazos de entrega establecidos. A los plazos de tránsito deberá sumarle los plazos de preparación del pedido para saber cuánto tardará en llegar su compra (varían en función del fabricante y del producto).

En iberSPAIN valoramos la alta calidad de nuestros productos por encima de todo, por eso no disponemos de stock, ya que es la única forma posible de garantizar la máxima calidad de un jamón o paleta, por lo que realizamos todos los envíos desde las instalaciones del fabricante, que será quien prepare su pedido. De ahí que dependiendo de los productos que usted adquiera (depende del fabricante), la preparación del pedido podría variar entre 1 y 6 días. Usted podrá ver los tiempos de preparación del pedido en todas las fichas de nuestros productos, ya que estos varían en función del fabricante y del producto.

In iberSPAIN we work with low cost shipping rates in virtually all of the European Union, but through the major transport companies, which despite its low cost allow us to make any transport to the Iberian Peninsula in 24 hours and between 48 and 72 hours in many destinations in the European Union.

All shipments of those orders on which there is doubt that they can be delivered before the last hour of Friday, may be delayed until Monday, to ensure the minimum possible time of products in transit, in order to ensure the highest quality of them (see our quality guarantee).

You can consult the delivery times established for each country, in our shipping section, but remember that when calculating transit times, carriers do not take into account the weekends or local holidays of the destinations through which your order transits, which could affect the delivery times established. In addition to the transit times, you must add the order preparation times to know how long it will take for your purchase to arrive (they vary depending on the manufacturer and the product).

In iberSPAIN we value the high quality of our products above all, so we do not have stock, as it is the only possible way to ensure the highest quality of a ham or shoulder, so we make all shipments from the facilities of the manufacturer, who will prepare your order. Therefore, depending on the products you purchase (depending on the manufacturer), the preparation of the order could vary between 1 and 6 days. You will be able to see the times of preparation of the order in all the cards of our products, since these vary according to the manufacturer and the product.

Do I have to pay any tax to receive my purchase outside Spain?

All our shipments comply with the law and include the necessary taxes for border crossing, so you only have to pay your purchase at the time of making the same.

In any case, if in iberSPAIN we are not able to send you your purchase, we will immediately refund the full amount of it.

How can I pay for my purchase?

In iberSPAIN we are working to make available to our customers different forms of payment, so that this process is not an impediment when depositing their trust in us. We currently have the following means of secure payment:

• Bank card
• iupay virtual wallet/purse
• Bank transfer
• PayPal

Is it safe to pay with my iberSPAIN bank card?

All your credit card information is transmitted in encrypted form (SSL certificates), so you can pay for your purchase using the credit card, with total security that your data are not being copied by third parties.

The POS integrated in our website have been developed under the security standards required by brands such as Verified by Visa, MasterCard SecureCode and J-Secure among others.

How can I pay for my purchase by credit card?

1) “Once you have the products in your shopping basket, and after clicking on the "Card payment" option, iberSPAIN will connect to the Virtual POS (of the BBVA entity), and in that first connection, it will provide the POS with the transaction details:

• The amount
• The currency
• The locator number of the purchase
• The name of the trade. 

2) After this, the Virtual POS will present a page on the buyer's PC requesting the payment card details.

3) Once the requested data have been entered, the Virtual POS will send them to the bank that issued the card used to pay for the purchase.

4) The POS will be able to ask the buyer to enter his secure e-commerce key (each issuing bank has its own; password, sending SMS to the mobile phone, coordinates card, etc.), thus certifying that it is the cardholder who is making the purchase and immediately rejecting any purchase in which the authenticity of the cardholder cannot be certified.

5) When the payment has finished, the cardholder will see a screen with the result of the operation. This is the receipt and it will contain an order number. For any questions or clarification must provide iberSPAIN this order number (locator number).

Which cards does iberSPAIN accept for card payment?

This website accepts credit cards, debit cards, prepaid cards and virtual cards from the following companies:

 
Payment cards accepted by TPV-BBVA.

Why can my bank card be rejected?

If you are unable to pay with your credit card, you will need to make the following checks:

• Review the data entered and check that they are all correct, you could have made a mistake when entering any of them. The solution is as simple as correcting erroneous data.

• Observe the validity date of the card, as it could be expired, in which case the bank will not let you operate with it. In this case you would have two possible solutions:

1. Use another credit card that has not expired.
2. Use another means of payment (bank transfer).

• You may have reached the maximum amount of payments that you have established daily for your card. In this case you would also have several options:

1. Increase the balance limit you have set on your card to make payments in stores.
2. Use a different card that has enough balance available.
3. Use another means of payment (bank transfer).

How can I pay for my purchase through iupay (virtual wallet)?

1) Once you have the products in your shopping basket, and after clicking on the "Payment with iupay" option, iberSPAIN will connect to the Virtual TPV (of the BBVA entity), and in that first connection, it will provide the TPV with the transaction details:

• The amount
• The currency
• The locator number
• The name of the trade. 

2) After this, the BBVA Virtual POS will present a page on the buyer's PC requesting the details of his iupay account, exactly the same as in the case of a PayPal account.

3) Once you have entered the requested data and verified that you are the account holder, you will be given the option of selecting which card you wish to use to pay for the purchase. This way you do not have to enter your credit card details every time you want to pay for a purchase online.

See the advantages of paying with iupay.

What is iupay (virtual wallet)?

Iupay is the alternative payment method to PayPal, which has been launched by the Spanish bank and avoids the surcharges applied by PayPal on many occasions.

It is one of the most innovative and secure payment methods on the market, since the buyer does not have to enter the details of his bank card to make the purchase. This is a wallet or digital bank wallet that allows the cardholder to pay for purchases faster and without the need to enter your card data, thus preventing such sensitive data travel over the network. Exactly the same as PayPal.

Iupay is a payment method that has already been implemented by the main financial institutions, such as ING DIRECT, Santander, BBVA, Banco Popular, Banco Sabadell or La Caixa, among others.

To create your digital wallet all you have to do is register at www.iupay.es and associate all the payment cards you want to your account. It doesn't matter if you have cards from different banks, you can associate them all to your iupay digital wallet.

See the advantages of paying with iupay.

How do I pay for my purchase by bank transfer?

When you make a purchase on our website, and decide to pay by bank transfer, you will receive an email, providing:

• The locator number of the purchase (alphanumeric number).
• The data of the bank account in which you must make the payment.

Then you only have to make the bank transfer to the account provided, for the total amount of your purchase, reflecting in the concept the locator number of the purchase.

This method of payment will result in the preparation of the shipment does not begin until the payment is made effective, so the receipt of it could suffer a delay of a couple of days, or even more if the purchase is made on Friday or coincides with holidays.

What can I do if I don't receive the email to pay for my purchase by transfer?

If you do not find in your inbox the e-mail with the locator number of your purchase, providing the details of the bank account in which to make the payment, possibly the mail has been diverted to your SPAM tray. Check this tray for how to prove if so.

In case of locating the mail in your SPAM tray, please contact us, either through our contact form, or sending us an email to the address info@iberspain.com and we will immediately send you the necessary data to make the payment of the purchase and be able to send your order.

How can I pay for my purchase with PayPal?

1) Once you have the products in your shopping cart, and after clicking the option "Payment with PayPal", iberSPAIN will connect to the Virtual POS (PayPal), and will provide you with the transaction details:

• The amount
• The currency
• The locator number
• The name of the trade

2) After this the PayPal Virtual POS will present a page on the buyer's PC requesting the details of his account.

3) Once you have accessed your account and verified that it is the account holder, you will be given the option of selecting with which card you wish to make the payment of the purchase. This way you do not have to enter your credit card details every time you want to pay for a purchase online.

Payment processing with PayPal.                                                                                                                                    

What cards does iberSPAIN accept for payment through PayPal?

This website accepts payment cards from the following firms:

Payment Cards Accepted by PayPal.

Can I receive the invoice in the name of my company?

Yes, you only have to provide your company details in the billing address and we will issue the invoice in the name of the company.

Can I send my purchase as a gift?

At ibserSPAIN we can send your purchase to the person you indicate, so you will not have any problem if you want to give someone a ham or a palette of the highest quality, as well as one of our batches of products.

If you also want your gift to have a special presence, and your recipient can see at a glance that someone has made an exclusive gift, you can enter in the search engine of our website (at the top of all pages) the word "gift", or go directly to the horizontal menu, and click on the tab "what to give" and select one of the products or batches of products that will appear on screen, as they are the only ones that have an exclusive packaging for gift.

We will also send you the package locator so that you can track the shipment and know when it is delivered to its final recipient.

How will my purchase arrive?

All purchases you make in iberSPAIN are delivered by hand, at the shipping address you indicate when placing the order, so we will not accept shipments to PO Boxes.

To make the delivery, a carrier will go to the shipping address you have provided and if we can not locate you, call you by phone to contact you or leave a notice in the mailbox.

What happens if I am not at home to receive my purchase?

If you are not at home at the time of delivery, the person who is at home may pick up the package, for which you must sign the delivery note as everything is in order. If there is no one at home, the carrier will call you by phone or leave a notice to contact the carrier and arrange with them the collection of your package.

Normally (depending on the destination) either the carrier, or another employee of the carrier, will contact you to arrange a second delivery, so that you can receive the package.

In the case of a second failed delivery, as well as in the case of companies that do not establish agreements for a second delivery (depending on the destination), it must be you who go to the office of the carrier or place of collection that has established for shipments to the postal district of your home.

Do I have to pay transportation or other taxes when I receive my order?

No. All purchases you make in iberSPAIN or have free postage, or the cost of them is already included in the final purchase price, so you already pay all expenses at the time you accept the purchase and will not need to pay anything to the carrier.

The transport is included in the final price of the order.

What should I do if my package is damaged when it is delivered?

TAll the shipments of our products have an insurance that covers the damages suffered during the transport, reason why in the moment of receiving the package you will have to examine it and to discard that it presents no type of blow or damage and in any case, you will have to open the package in the presence of the transporter, to verify if the delivered products present some damage or not, and if yes, it is very important that you reflect such damage on the delivery note before signing it, since the transport company will not be responsible for the deterioration of the products, understanding then iberSPAIN that the damage could have been caused by a mishandling of the product by the customer.

Once the damage has been recorded on the delivery note, you must take charge of the product and communicate what happened to iberSPAIN.

Can I modify or cancel my order?

When you confirm your order (with the payment of the purchase), in iberSPAIN we issue an order to immediately prepare the necessary packages with your products, and nothing after completing their preparation is ordered the shipment. Once the shipping order is issued, the package leaves our supplier's premises, and it is no longer possible to cancel or modify your order. You can only add products by making a new purchase.

If your order has not yet been shipped, you are still in time to cancel or modify it. To do so, you only have to contact us through our contact form or by email to info@iberspain.com, indicating the order number and the changes you want to make.

Please note, that to expedite the process of preparing orders and shipping, usually emits the shipping order before changing the status of it on our website, so it could be the case that an order that appears in the process of preparation has already been issued shipping order of the same.

Can I return my purchase?

Yes, for more information on returns please refer to our Return Guarantee.

What happens to the personal data I provide to iberSPAIN?

All data that you provide when making a purchase will be included in our database and treated in accordance with our Privacy Policy and other company policies iberSPAIN. The data that you provide us and that are necessary for sending the package will be provided to:

• The manufacturers of the products you have purchased, since it will be the manufacturer who will prepare your order and consign the shipping address on the package.
• The parcel companies that participate in the transport of the products, since the necessary management for the tracking of the package is done in a computerized way.

The data provided both to the manufacturer and to the transport companies involved in the shipment of your package, will be treated according to their own company policies.

All the data you provide will be treated in accordance with current legislation and will not be provided, transferred or sold without your express consent to third parties, outside the commercial transaction you make with us, except to the Judicial Authority or Government when they require to be provided.

If you have a different question, please contact us.