Frequently Asked Questions
How do I know if my order has been placed?
Once the payment has been confirmed, you will receive an email at the address you have indicated. In it, the articles and all the information about your order will be detailed.
Can I change or cancel my order before I have received it?
Contact our customer service department using the contact form, so we can analyze the situation and see how we can manage it, before shipping it.
Can I use more than one promotion code in an order?
The promo codes are unique and in each order you can use only one.
What payment methods do you accept?
You can choose to pay with a credit or debit card or through PayPal. Payments with credit or debit cards will be processed through the Stripe payment system. FUSTA CULTURE does not manage credit card numbers.
I have problems to make the payment. What I do?
This incidence may be due to the card you have used. Make sure your card details are correct (exactly as it appears on the card)
If the problem persists, you can try another payment method. In any case, you can contact us whenever you consider it appropriate.
Where are products shipped from?
Each order is prepared in a personalized way in Barcelona and we send it from Barcelona.
How much is the shipping to Spain?
Standard shipping in mainland Spain and the Balearic Islands is totally free and takes between 7 and 10 days. If you want an express shipping, the cost is 5€. For the Canary Islands, Ceuta and Melilla, the shipment takes between 7 and 10 days and has an additional cost of 5€. Customs charges must be paid by the customer.
Do you do international shipping? How much do they cost?
We ship our products throughout Europe. If it is a country that belongs to the EU, the shipping cost is 10€. For the rest of Europe, the rate is 20€. The order that is to be sent to a delivery address that is outside the EU, may be subject to import duties and taxes whose payment must be made when the shipment arrives at the delivery address. You will be responsible for the payment of these amounts corresponding to import duties and taxes. The order takes approximately 2 weeks to arrive.
Can I track my order?
Yes, you will receive an email with a tracking number once the order has been prepared and shipped from our warehouse. When you receive the tracking number, you can enter it on the tracking page of the courier company. If your order goes through customs, we are not responsible for for any additional charges involved. If there is any incident during the delivery of the order, please contact the courier company and provide them with the tracking number. In any case, do not hesitate to contact us if you have any doubt.
How long will it take to receive my order?
We will prepare and send the products within 24 hours on working days from the confirmation of payment. Standard shipments take between 7 and 10 days throughout Spain. In the rest of Europe, 2 weeks. For mainland Spain and the Balearic Islands, you have the option of express delivery, which takes 3 days to arrive. Of course, we do not assume responsibility for the delivery of orders in the event that the data provided by the user are false, incorrect or incomplete, as well as for reasons attributed to the customer.
Returns and exchanges
I want to change or return my order
As a customer you can return any product and receive a refund of the full amount within a maximum period of 14 calendar days from the date of delivery of your order. excluding shipment costs. As long as the product has not been used and is not a customized product. In that cases, returns are not accepted.
Contact us to complete the return process. Keep in mind that the product must be in exactly the same (new) condition in which you received it. Pack the item in the original package and in the same way as it was delivered. Fusta Culture will not accept returns that do not meet the above conditions.
Upon receiving the items and after verification of them we will proceed to refund the amount, in the same modality in which the charge was made. The direct costs of the return will be borne by the customer as established by the LGCU. The refund in the client’s account as a result of this refund will be made in the shortest possible time.
About Fusta Culture products
How can I resize my watch?
Use the pin that comes as an accessory with your watch to adjust it correctly to the desired size.
Are Fusta Culture watches water resistant?
You have to keep in mind that we use organic materials, so our products are not water resistant.
The wood of our watches receives a special treatment so that it does not swell or absorb water. For this reason, Fusta Culture watches are resistant to water splashes and are designed for daily activity.
The durability of our straps is comparable to standard leather.
What is included?
Our watches are made according to the highest Fusta Culture quality standards. Nevertheless, your watch is covered by a limited warranty, applicable to any manufacturing defect. This includes the watch movement, its index, face and hands. The Fusta Culture warranty is valid for 24 months from the date of purchase. After this warranty expires, repairs will be subject to a service charge. Other parts not listed above are not covered by this warranty. If the product is returned during the warranty period, Fusta Culture will repair or replace any defective watch or parts without additional cost.
What is not included?
Defects or damage caused by unauthorised repairs or modifications. Battery, strap, watch case, crown or crystal/face. Defects or damage caused by inappropriate use, lack of care (impact, broken crystal etc.) or accidents. Aesthetic modifications, defects or damage due to normal use, wear and aging. Defects in the watch face that weren’t reported within 7 days of receiving the product. Save your order confirmation email, which is your warranty.
Instructions and how to proceed
In case the damages are covered by the guarantee, the client must contact us and send us the product (shipping costs must be borne by the customer). Once received, repaired or replaced (if necessary), Fusta Culture will send the watch to the customer free of charge.