FAQs

1. Which countries do you ship to?
We ship to Spain (mainland and Balearic Islands), Portugal (mainland), France, Italy, Andorra, Germany, Austria, Belgium, Czechia, Denmark, Slovakia, Slovenia, Finland, Greece, Ireland, Liechtenstein, Luxembourg, the Netherlands, Poland and Sweden.

2. How long will my order take to arrive?
The estimated delivery time for shipments to mainland Spain and mainland Portugal is about 2 working days from the time we confirm the order. If the product is out of stock, delivery may take up to 4 working days. For the Balearic Islands, the estimated time is 3 to 4 working days, and may be longer if the product is out of stock. For other destinations, the delivery time depends on the country, the shipping method and possible exceptional circumstances such as public holidays or customs procedures.

3. How much does shipping cost?
Shipping costs are calculated automatically when you place your order, based on the destination, the weight and the shipping method. You will see the exact amount before completing your order. Any additional customs duties or local taxes are at your expense.

4. Do you offer free shipping?
Yes, shipping is free for orders to Spain and Portugal from €99. For shipments to other countries, shipping is free for orders from €199.

5. Is there a minimum order value?
There is no minimum order value for orders from Spain and Portugal. For orders from other countries, a minimum order value of €69 applies.

6. How can I track my order?
When your order is dispatched, you will receive an email with the tracking details so that you can check the delivery status.

7. What happens if I'm not at home when the order arrives or if it cannot be delivered?
If we cannot deliver your order for reasons such as absence from the address or incorrect details, we may try to deliver it again, but the additional costs will be at your expense. If you prefer to cancel the order once the parcel is back at our warehouse, we will refund the order amount, including standard shipping costs, and will only deduct the cost of returning the parcel.

8. What should I do if my order arrives damaged?
If the parcel shows visible damage, we recommend noting it with the carrier before signing for delivery. In any case, let us know as soon as possible so that we can resolve the problem.

9. What should I do if I want to return a product?
You have 14 calendar days from receiving your order to return it without giving any reason. Just write to us at info@kinemarket.com or by WhatsApp at +34 6 58 03 68 48 to tell us about your decision. You can also use the withdrawal button on our website or our contact form.

10. How do I return products?
Return them no later than 14 calendar days after telling us about the return. We ask that they are unused, in their original packaging and in good condition. If you use them more than necessary to check them, we may deduct the loss in value from the refund. Return shipping costs are at your expense. The return address is Brandex Group Europe SL, Avinguda d'Eduard Maristany 7, 08019 Barcelona, Spain.

11. When will I receive my refund?
We will refund the order amount, including standard shipping costs if you paid them, within a maximum of 14 days from the day you inform us of the return. We may withhold the refund until we receive the products or have proof that you have sent them back.

12. Which products cannot be returned?
You cannot return personalised products, products that may deteriorate or expire quickly, sealed products that you have unsealed when they cannot be returned for hygiene or health reasons, products inseparably mixed with other items, or in other cases provided for by law.

13. What guarantee do the products have?
All new products carry a 3-year legal guarantee against any lack of conformity. If a product is not in conformity, we will offer to repair or replace it at no cost to you.

14. How do you protect my personal data?
We process your data in accordance with the General Data Protection Regulation (GDPR) and Spanish law. We use your data to manage orders and returns, answer your enquiries, invite you to review your purchases, record purchases made through affiliate links, send you commercial communications if you have authorised them, analyse the use of the website if you accept analytics cookies and comply with our legal obligations.

15. What rights do I have over my data?
You can access your data, rectify it, request its deletion, restrict its processing, object to its use or request its portability. You can also withdraw your consent at any time. Just write to us at info@kinemarket.com or by WhatsApp at +34 6 58 03 68 48 to tell us about your request. You can also use our contact form.

16. Do you share my data with third parties?
We only share your data where necessary to process your order, for our technology providers to provide their services to us (such as Shopify, the shop platform, or Google Analytics if you accept analytics cookies), to comply with legal obligations or to defend our rights. Shopify and Google may process data outside the European Economic Area. In that case they do so with the safeguards required by the GDPR, such as an adequacy decision or the standard contractual clauses of the European Commission.

17. Which cookies do you use on the website?
We use technical cookies that are necessary for the shop to work. If you accept them, we also use analytics cookies (Shopify and Google Analytics) and marketing and affiliate cookies, which record whether you arrive through an affiliate link and which purchases come from our products on Google. You can manage your preferences from the website's cookie settings panel or through your browser.

18. Can I change or withdraw my cookie consent?
Yes, you can change your cookie preferences or withdraw your consent at any time through the website's cookie settings or your browser.

19. Which terms apply to the use of the website?
Using the website implies accepting our terms of service, which govern access, browsing, purchases and intellectual property rights. You agree to use the website lawfully and in compliance with the law.

20. Where can I resolve disputes about my purchases?
If you have a problem with a purchase, write to us first at info@kinemarket.com or by WhatsApp at +34 6 58 03 68 48. We always look for an amicable solution. If the dispute is not resolved, you can contact the competent consumer authorities, such as the consumer information office of your municipality or the consumer authority of your region. For cross-border purchases within the European Union, the European Consumer Centres Network informs you free of charge about your rights and can intervene with the seller: www.eccnet.eu. In any case, you retain the right to bring the matter before the competent courts.

21. How can I contact the shop?
You can write to us at info@kinemarket.com or by WhatsApp at +34 6 58 03 68 48. You can also use our contact form. Our address is Brandex Group Europe SL, Avinguda d'Eduard Maristany 7, 08019 Barcelona, Spain.