Frequently Asked Questions

General

How can I contact you?

We'd love to hear from you! You can contact us in the following ways:
Contact us

info@cadenetashop.com

 

About our products

Can I order a custom cover?

Sure, you can contact us at info@cadenetashop.com telling us your requests and we will try to make it!

I'm not sure what is my planner size, can you help me? 

Yes, please take a look at the image below that contains the measurements for  each size and their names. If you still aren't sure, please contact us at info@cadenetashop.com and we will gladly help you.

Are your products handmade?

Yes! All our products including notebook covers, planners, notebooks and bags are made from scratch. 

How do I clean and take care of my cover?

• Vynil or PU covers: Clean it with a soft wet cloth or sponge. If you purchase a light color I don't recommend you to store it next to a dark color cover, because it may fade.

• Cork covers: You can wash it with warm water and rub gently with soap.

• Felt: Used in most covers for the inner layer. It can also be washed with warm water and soap.

Ordering

What is the processing time?

The current processing time is 3-5 working days.

Can I cancel my order?

Yes, it can be canceled within 12 hours of purchase.

Can I make a gift purchase?

Yes! All the items are packed up with tissue paper and wrapped with a yute thread. We can include a special note with your order. You can write the note at checkout and we will print it and add it to the package. We don’t include any receipt or packing slip with the shipment.

Is your packaging eco-friendly?

The items are wrapped with tissue paper and a jute thread. We use rigid cardboard envelopes or boxes, all of them recycled and recyclable.

Do you offer discount for bulk orders?

Yes, please email info@cadenetashop.com for more information.

 

Shipping

Do you ship worldwide?

Yes. Orders are shipped via Priority Mail with tracking number whenever possible (Priority Mail is not available in certain locations).

If you live in Spain, your order will be shipped via Paquete Estándar with tracking number.

How long it will take to arrive?

Shipping carriers are currently experiencing delays, and we cannot guarantee delivery dates, but these are the estimated delivery times:

How can I track my package?

When the package is sent, we will send you the tracking number so you can easily keep an eye on it.

What shipping carriers do you use?

We use Correos (postal mail) for most of the orders and DHL or Seur (DPD group) for big orders.

My tracking has not updated, and my order is delayed. Can you help?

We are only able to view the same tracking details as you. We recommend getting in touch with your carrier directly, for any further updates.

My tracking says delivered, but I haven't received my order. Can you help? 

Carriers sometimes prematurely mark packages as delivered, so please allow at least 48 hours after your package was marked delivered before reaching out.

Are there any customs/duties?

Usually no additional fees or duties apply but international customers are responsible for any additional fees upon delivery. Such fees may be different and vary from country to country.

I entered the wrong shipping address at checkout. Can you help?

If your order has not shipped yet we are happy to update your shipping address for you! Please email info@cadenetashop.com with your order number and new shipping address.

 

Returns and exchanges

Do you accept returns or exchanges?

We don't accept returns or exchanges in personalized items. If you want to return or exchange an item that is not personalized you would need to assume the shipping costs of the return and also the new shipping in case of exchanges.

The package is damaged, can I return it?

In case of damage during shipping, let us know about it within 24 hours and we will replace damaged item.

The package has been returned, what can we do?

We don't offer any refunds when orders are returned due to the incorrect shipping address or when you did not pick it up but we can resend the order for an additional shipping charge to the customer.