FREQUENTLY ASKED QUESTIONS (FAQS)
1. What should I do before registering?
We recommend visiting and reviewing the Terms and Conditions page on Islagrande.com to familiarize yourself with key information about your rights and responsibilities as a buyer, as well as the store's policies and practices.
2. How to shop online?
- Step 1 - Registration: Create an account on Islagrande.com. Use your credentials to authenticate every purchase.
- Step 2 - Address Book: Define your billing address (customer details, bank account holder) and shipping address (recipient details). You can create multiple addresses and send your purchases to family and friends.
- Step 3 - Products: Add products to your shopping cart and click the option to proceed with payment.
- Step 4 - Payment Process (Checkout): Complete the required information, such as the payment method you will use.
- Step 5 - Terms and Conditions: Check the box to accept them and click "Place Order."
- Step 6 - Order Confirmation: You will receive all the order details via email.
3. What payment methods are accepted?
We accept various international payment methods, including Visa and Mastercard credit/debit cards, among other authorized payment options available in the market.
4. What are the delivery options?
Each product description specifies the delivery method: home delivery (with its fee) and/or warehouse pickup (with location details, business hours, and contacts). The shipping cost is included in the total order amount.
5. Delivery times
These are specified in the product description, starting from the approval of the purchase order. After verifying the authenticity of the order, we proceed with its approval and delivery.
6. If I'm absent, can someone else receive the products?
When placing the order, the customer can define an alternative contact who will receive or pick up the products if the recipient is unavailable.
7. What should I do if the delivery addresses contain errors?
In such cases, orders may be temporarily held. We will contact the customer to make the necessary corrections.
8. What if the desired product is unavailable?
Contact our Customer Service team, who will take your details and notify you if the product becomes available.
9. How can I shop if my card or bank account is in a currency other than euros?
All products listed in the store display prices in euros. When making a purchase, your bank will deduct the corresponding amount from your account, applying the exchange rate at the time of the transaction.
10. Why might my credit card be declined?
Credit card payments can be declined for various reasons:
- The information provided during payment does not match the card details. Even a small typo can result in a rejection.
- You haven't activated the security code: Some credit cards require an additional security code for online purchases, which is provided by your bank.
- Insufficient funds on your card to cover the purchase. Pay special attention if your account is in a currency other than euros, as currency conversion issues may arise.
- The purchase amount may exceed the daily/monthly transaction limit set by your bank.
- Your card may have expired.
- In case of a declined order, check if your bank sends you any notification. Often, you just need to contact your bank to approve the transaction and then try purchasing again.
It’s important to contact your bank to confirm there are no blocks on your account preventing us from charging your card. Ensure the billing address provided in your order matches the one registered with the card-issuing bank.
11. How to contact us?
Reach out to our Customer Service team for assistance with your shopping process:
- Email: help@islagrande.com
- Store WhatsApp**: +1 416-909-9925