Frequently Asked Questions

Online Shopping

If you need assistance with your order or want information about our services, delivery options, return process, or website functionality.

Orders

Contact our Villanueva boutique partners by phone at (914357454) or by email at info@bombonerialapajarita.es.
Contact our Villanueva boutique partners as soon as possible by phone at (914357454) or by email at info@bombonerialapajarita.es.
Click on the “My Account” section, located in the top right corner of the website bombonerialapajarita.es (link to my account), and select the “Forgot Password” option to receive a new password on the email associated with your account.
It is possible that the order summary will be sent a few minutes after completing the order. We recommend checking your “Spam” folder, as depending on your email settings, the message may end up there. If you do not receive any email, contact our Villanueva boutique colleagues.

Delivery

The delivery times are as follows:

  • Deliveries in Madrid with postal code 280XX from Monday to Friday:

If you place your order before 12:00h, you will receive it the same day between 16:00 and 19:00h.

  • Deliveries in the Peninsular Spain or Portugal from Monday to Thursday:

If you place your order before 17:00h, you will receive it the next day between 09:00 and 19:00h.

  • Deliveries in the Peninsular Spain or Portugal from Friday to Sunday:

If you place your order on Friday, Saturday, or Sunday, it will leave our boutique on Monday and you will receive it on Tuesday between 09:00 and 19:00h.

  • Deliveries in Madrid for orders under €60:

The cost of Nacex service for orders below €60 is €6.60.

  •  Deliveries in the Peninsular Spain and Portugal for orders over €60:

Standard Nacex shipping is free for orders totaling €60 or more.

  •  Deliveries in the Peninsular Spain and Portugal for orders under €60:

The cost of Nacex service for orders below €60 is €9.35.

  • Deliveries in the Balearic Islands:

The cost of Nacex service is €20.00.

Standard Nacex shipping is free for orders totaling €100 or more.

  •  Deliveries in the Canary Islands:

The cost of Nacex service is €59.35 euros.

To track your order, click on the “My Account” section, located in the top right corner of the website bombonerialapajarita.es (link to my account). Log in and access the tracking of your orders through the menu.
Contact our Villanueva boutique partners by phone at (914357454) or by email at info@bombonerialapajarita.es for urgent shipping solutions.
For various reasons, especially security, we do not process any orders with a delivery address to a P.O. Box. All La Pajarita packages are delivered in person to the recipient, so delivering them to a mailbox is not possible.
We can deliver your order to your hotel. To do so, please indicate the hotel name in the “Company” field when filling out the delivery information. Remember to provide your stay dates in the “Additional Information” field so our colleagues can verify the availability for delivery within that timeframe. If delivery is not possible, we will contact you to inform you.

In-Store Pickup

You can pick up your orders made on the La Pajarita website in our Villanueva boutique. This service is exclusively available at our Villanueva boutique and should be selected when choosing the shipping method during the order process. You will receive an email confirming the arrival of your order at the store. You will have 21 days to pick up your order from the receipt of this message. To pick up your order, please approach the staff when you arrive at the store. You will need to present the following:
– The email confirming the arrival of your order at the store (printed or on your phone screen).
– An identification document.
When placing your order, you can designate another person to pick up your items at the store. Enter their name and surname in the corresponding fields and forward them the email confirming the arrival of your order at the store. By presenting this email along with an identification document, they can collect the items.
You will receive an email confirming the availability of your order in-store. You will have 21 days to pick up your order from the receipt of this message.

Payment

You can pay for your orders with credit or debit cards: Visa®, MasterCard®. We accept payments with Paypal® and Bizum®.
All transactions made on La Pajarita are secure. The padlock displayed next to the website address starting with “https” indicates that you are in a secure environment. Thanks to the 3D Secure system, the security of payments made with Visa® and MasterCard® cards is reinforced with the “Verified by Visa®” and “MasterCard® SecureCode” payment methods. You can find more information about the 3D Secure system in the question “What is the 3D Secure system? How do I pay with this system?”.
We accept international credit cards. When placing your order, you must enter the international billing address that corresponds to the card.
A unique 3 or 4-digit code protects your remote sales transactions. The code is located on the back of the card, in the space provided for the signature. It consists of 3 digits (e.g., Visa or MasterCard).

Exchanges and Returns

For various reasons, especially security, La Pajarita does not accept returns or exchanges of our products. In the case of returning a product damaged during shipping, the product must not be opened and must be returned in its original packaging.
We endeavor to process refunds as quickly as possible. You will receive your refund within 15 business days from the receipt of your return in our warehouse.

Gifts

All orders are delivered in a white shipping box tied with a ribbon and protected with tissue paper. Additionally, a bag and the leaflet with our story are always included.
You can include a card when placing your order by selecting the “Add a Note” option during the checkout process. You can enter a message or request a blank card for personalization.
You will receive the invoice with the price at the email address you provided when placing the order. You can download a duplicate of the original invoice with the price from your customer account.

Contact Us

If your question is not answered in our frequently asked questions, you can contact us:
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