Shipping and Returns Policy

Shipping costs

Shipping costs are the responsibility of goldenpyramide.com for all orders destined for mainland Spain for an amount equal to or greater than €49.99. For orders of a lower amount, shipping costs of €6.95 will be charged.

For the rest of shipments, costs will be calculated based on weight and destination as follows:

Balearic Islands and Portugal
Up to 2kg €6.95
From 2kg €24.99
Free shipping on orders from €250

Ceuta and Melilla, Canary Islands and Andorra
Up to 2kg €44.99
From 2kg €54.99
Free shipping on orders over €400

Europa Light (Germany, Belgium, Netherlands, France)

Up to 2kg €11.99
From 2kg €15.99
Free shipping on orders from €250

Central Europe (Andorra, Austria, Denmark, Finland, Greece, Luxembourg, Monaco)
Up to 2kg €19.99
From 2kg €29.99
Free shipping on orders from €250

Rest of Europe
Up to 2kg €35.99
From 2kg €45.99

Rest of the world
Up to 2kg €79.99
From 2kg €95.99

Shipping

The packages will be sent via courier and will be delivered within 24-48 business hours* depending on the delivery area. Purchases made before 1:00 p.m. will be processed the same day.

*Delivery times correspond to business days excluding national, regional or local holidays. All purchases made after 1:00 p.m. will be processed the next day.

During holidays such as Christmas or national holidays, we cannot guarantee delivery within 24 hours due to the high volume of shipments. Likewise, during the second Easter, September 11 and December 26, our shipping service will remain closed due to local holidays.


As soon as your order is dispatched from our warehouse, you will receive a confirmation email along with information from the transport company so that you can track it online. Through tracking you will be able to manage the delivery of the package, whether selecting a preferred time slot, changing the delivery date or the delivery address.

Returns

You can return your order or part of it in the following cases:

1. Your product is damaged or defective. You can return it by contacting us at almacen@goldenpyramide.com or by calling +34 93 453 84 42.
2. If you are not happy with the product, you can also return it, respecting the following conditions:

  • Products must be returned within 15 business days from the date of receipt of the order by the customer.
  • Products must be returned in their original box/packaging. If the product is wrapped in transparent paper, said paper cannot have been opened.
  • The products cannot have been used.
  • Likewise, it is important not to put tape or stickers directly on the packaging or box.
  • We cannot accept the return of products that do not meet these conditions. Please keep them in mind when processing your return.

To return a product you can contact us by sending an email to almacen@goldenpyramide.com or calling +34 93 453 84 42.

When you return a product you can choose to:

  • Refund of the amount paid.*
  • Replacement of the same reference (in cases of return due to being damaged or in poor condition).*
  • Replacement of a substitute product. (In the event that the new product has a lower value, Golden Pyramide will be responsible for refunding the difference; on the contrary, if the product has a higher value, the customer must pay the difference).*

*The refund of the amount or the new shipment of products will be made upon receipt of the package in our offices. In the event that we finally proceed with the refund of the amount, it will be made in the payment method used at the time of purchase and it may take a maximum of 14 days from when we receive the withdrawal notification to be at your disposal, according to the payment method used.

Shipping costs on returns

If you have received the order with any or all of the products damaged or in poor condition, you will not have to pay the shipping costs in any case. Likewise, if you request that the same product that was damaged be replaced or even want to change the reference, the management and transportation costs will be borne by us.

We also give you the option of returning or exchanging the products, even if you have received them in perfect condition, however, in this case the management and transportation costs will be your responsibility.

Shipments not received

If you do not receive your order within the stipulated period, you can contact us by sending an email to almacen@goldenpyramide.com or calling +34 93 453 84 42 and we will find a solution immediately.
There are two main reasons why you have not received your package:

  • Wrong address: In this case, we recommend that you always check that the address you entered is correct, since it is possible that your package has been delivered to the wrong address.
  • Failed delivery attempts: Our courier makes up to two delivery attempts with an agreed delivery date/time. In the event that they have not been able to contact you and more than 14 business days have passed since the first delivery attempt, the procedures for returning it to our offices begin. We recommend checking all SMS, calls and emails.

When an order has not been delivered for reasons beyond the control of Golden Pyramide and more than 14 business days have passed since the first delivery attempt, the package is returned to our offices. We will automatically refund the total amount of your purchase within 14 business days of receiving the order, except for the costs incurred by shipping and returning the package.