Frequent questions (FAQs)


What method of payment can i use to make my purchase?

We accept credit and debit cards (Visa, Mastercard and Maestro).

I have a discount code. How can i use it?

If you have a discount code, you can apply it to your purchase before confirming your order and before paying. Make sure you enter your code in the right box and then click 'apply code' to process.

Bear in mind that you can only use one discount per order.

Always check the terms and conditions associated with your discount code.

How do i know that i have correctly placed my order?

Once you have placed your order, you will receive a confirmation email within the next 24 hours specifying your reference number and the items included in the order. If you do not receive this email, please contact us by email at


Where can i receive my order?

We will send your items to your house, your work or wherever you prefer. However, we cannot ship to PO box addresses.

How can i find out where my order is?

To find out where your order is, please contact Batela by sending an email to

When will i receive my order?

Shipping times from the moment the package leaves our warehouse are as follows (in working days):

  • Shipping to mainland Spain: 1-2 days
  • Shipping to the Balearic Islands: 2-4 days
  • Shipping to countries in the EU: 2-6 days

Items will be shipped within one working day from receipt of the order.

These shipping times do not contemplate force majeure events not attributable to Batela.

Your order may be delivered at any time from 8.00 am to 8.00 pm, Monday to Friday (except Bank Holidays).

How much is shipping?

Shipping costs.

Shipping cost 3€, free shipping from 100€.

To enquire about shipping rates for other countries, please contact Batela by sending an email to

We do not currently offer shipping to the Canary Islands, Ceuta, Melilla or Andorra. If you live in one of these regions and wish to purchase one of our items, please contact Batela by sending an email to

Returning and exchanging items

What is the deadline for returning an item?

Items must be returned within 15 calendar days from the date on which the order was delivered.

What should i do if i want to return an item?

Items purchased through can only be returned if they are unused and in their original packaging with all original accessories and tags. Items that are not in perfect condition will not be accepted.

The returns procedure is as follows:

Contact us by sending an email to specifying the order reference number, items to be returned and reason for the return.

Send all unwanted items in their original product packaging to Batela 1991, C/ Sansinenea Industrialdea A1-13, 20740 – Zestoa, Spain/España. You may use any delivery service you wish. All shipping costs for returns must be covered by the customer.

When and how will i receive my refund?

After we have accepted the return (items must be in perfect condition and have all their original tags), you will receive a refund through the same payment method you used to place your order, within a maximum of 4 working days.

Batela reserves the right to reject any returned item that does not comply with the conditions outlined above.

The amount refunded is incorrect. What should i do?

We are very sorry that this error has occurred. Please contact us by sending an email to and we will do everything in our power to resolve the issue as soon as possible.

Can i exchange items?

If you want to exchange an item, you must first return it and then make a new purchase.

What should i do if an item i receive is incorrect?

If, due to some mistake, you receive an item you have not ordered, please contact us by email at We will try to resolve the issue as quickly as possible.