How can we help you?

We have a new customer service centre at your disposal. Queries about your order, complaints, exchanges, returns... You will also be able to contact our specialists to resolve any queries you may have.

Our customer service hours are as follows:

From Monday to Friday from 9:30 to 14:00 and from 16:00 to 19:00 h.
Saturdays, Sundays and holidays: Closed.

If you contact us outside these hours, we will respond as soon as possible but within our usual schedule.

MOBILE PHONE:

640 267 118

FIXED:
964 096 680

E-MAIL:
info@lacasadelassetas.com

Frequently asked questions, FAQs

Here you can find the answers to most of the questions you may have about how to place an order, payments, guarantees, how we ship or how to manage incidents.

ORDERS

CAN I BUY WITH DELIVERY TO MY COUNTRY?

From La Casa de las Setas, we ship almost all our products to any country in the world, except those with restrictions. Among the more than 4,000 items in our catalogue, there are some that, due to their size or weight, cannot be shipped internationally. If you have any doubts about shipping to your country, you can contact us, info@lacasadelassetas.com, about the availability of some products for international shipping.

Please note that customs charges incurred on purchases in countries outside the European Union will always be borne by the buyer. If after the purchase, the buyer does not wish to be responsible for these charges and refuses the order, the expenses derived from the return will be discounted from the amount to be returned for the purchased product.

HOW DO I PLACE AN ORDER?

This page is designed to make purchasing items as easy as possible. However, if you have any doubts, here are the steps to follow to make a correct purchase:

Go to https://lacasadelassetas.com

Choose the quantity of the desired item in the product box where a number appears by default.

Click on the "Add to basket" button and wait for the confirmation window to appear.

When you have everything you want to buy, go to the shopping cart. Follow all the instructions and once your order is complete, we will send you an email with your order confirmation.

Within a few days you will receive your order at the address you have indicated.

CAN I ORDER BY PHONE?

Yes, if you prefer, you can place your order by phone, by calling 964096680 or 640267118, also by whatsapp and by email (info@lacasadelassetas.com).
To place your order we will need your personal details, an email and a telephone number, as well as the references of the articles and the chosen payment method.

WHAT FORMS OF PAYMENT ARE AVAILABLE?

The forms of payment accepted at LA CASA DE LAS SETAS are:

PAYPAL: paypal@lacasadelassetas.com This payment method involves an increase of 3.4% of the total amount of the order, for service fee.


BANK TRANSFER or DEPOSIT at any IBERCAJA branch.

IBERCAJA Bank - Beneficiary: Pablo Martínez Guinot - LA CASA DE LAS SETAS

IBAN: ES79 2085 9561 4103 3030 8747

BIC: CAZRES2Z

Note: buyers paying by bank transfer are kindly requested to put in reference: article number and/or ID number.


BIZUM (only in Spain):

You can make the payment of your order to the phone number 633310073


CREDIT CARD: we accept all major credit cards, VISA/MASTERCARD/...


SEQURA Payment in instalments: Divide the payment in 3, 6 or 12 monthly instalments. For only a fixed cost per month. You can modify or complete the payment whenever you want without penalties. Service and conditions managed by SeQura.
WHAT IF THE PRODUCT IS NOT IN STOCK?
If any of the items ordered is not available, LA CASA DE LAS SETAS will inform you of the approximate delivery time provided by the supplier.
If you need to receive an order on a specific date, we recommend that you contact us and let us know by phone or email. This way we will take this into account and we will be able to notify you if any of the products are not available, so that we can replace it with an alternative.

We try to have most of the products in stock, but there are some of them that, due to their nature, we cannot have them available.

CAN I CANCEL AN ORDER?

Of course, you can cancel an order at any time. Try to do it before we send the product because if you cancel the order once it has been sent, we will have to receive the article again to be able to pay the amount of the order. In these cases in which it has already been sent, as long as the cancellation is the customer's decision, the shipping and collection costs associated with the order will be deducted from the amount of the product.

CAN I MODIFY AN ORDER?

Of course you can! As long as the order has not been shipped, you can modify it, adding or removing items. In order to do so, you must contact us and indicate the changes to be made. We will modify the order and adjust the amount of the order. You will receive a credit note for the difference in the case of a lower amount or instructions on how to pay the remaining amount in our favour if it is.

SHIPPING

WHERE DO IRECEIVE THE ITEMS?

The products are sent directly to the address you provide when you place your order. If you are already registered, you can access your customer account and change the delivery address. If you need help with this, please contact us.

It is important that you check the address you provide us with carefully, as if there is an error we cannot be held responsible for the costs involved in resolving the error (resending the order).

I HAVE THE WRONG DELIVERY ADDRESS

The products are sent directly to the address you give us at the time of your order, so we recommend that you check the address you give us, because if there is an error we cannot be held responsible for the costs involved in resolving the error (resending the order).

To solve the incident, you must send us the new address as soon as possible. If we arrive on time, we will change the address at no cost to you, but if we change the address with the order already sent, we will have to resend the order, incurring new costs that will always be charged to the customer.

WHAT IS THE DELIVERY TIME?

At La Casa de las Setas we have an average order preparation time of less than 24 hours, if the product is in stock. Our usual delivery time is 48/72 hours. After this time it is the transport company that manages the delivery.

In many cases the product is delivered within 24h. If a product is not available, depending on the supplier, the delivery time will be between 4 and 7 working days after payment.

DELIVERY TIME DEPENDING ON THE PRODUCT

In cases where the product is not available and has to be ordered from the supplier, the delivery times of the products are:

Textile garments: between 2 - 5 days. In the case of T-shirts, sweatshirts, aprons, etc.... The garments are printed as the order is placed, so the delivery time can be between 2 and 5 days.

Growing kits, alpacas, mycelia: between 2 days and 1 week. The delivery time for cultivation kits may vary depending on the maturity of the kits. In these cases, La Casa de las Setas will contact you to inform you of the delivery time of the cultivation kit and propose an alternative mycelium kit if necessary.

For the shipment of these products, when delivery is not guaranteed before the weekend, we delay the shipment to the following Monday so that the kits do not spend the weekend out of temperature control.

Books: between 2 - 7 days. Most of the books in our catalogue are available, but some may be missing. In these cases the delivery time will be extended depending on the publisher. La Casa de las Setas will inform you of the expected delivery time.

Gourmet products: If the requested product is not available, the delivery time will be 3-5 days from receipt of the order to delivery to the customer's home.

MICOSALUD products: if the product or the quantity requested is not in stock, the delivery time for these products varies between 2-5 days.

These delivery times are approximate and may be subject to variations that do not depend on our company.

ARE THE SHIPPING COSTS INCLUDING VAT?

The transport prices include VAT and the corresponding preparation costs.

The shipments are 100% insured and LA CASA DE LAS SETAS is responsible for any mishap that may occur during the transport of the orders.

DO YOU SHIP TO THE CANARY ISLANDS?

For shipments to the Canary Islands you have to contact us so that we can give you the price, as it depends on the weight and volume and in the case of the Canary Islands there are also customs charges. Once we have indicated the price and you agree with it, we will start the order.

If you have any doubts or queries about free shipping or delivery conditions, you can contact us through our contact e-mail info@lacasadelassetas.com or through the contact form.

DO YOU SHIP FOR FREE TO ISLANDS OR OUTSIDE SPAIN?

No, due to the cost of shipping to islands or international orders we cannot assume it and therefore we do not apply it.

SOLVING INCIDENCES

THERE HAS BEEN A DAMAGE IN THE TRANSPORT. WHAT DO I DO?

Shipments made by AGENCY are 100% insured and LA CASA DE LAS SETAS is responsible for any mishap occurring during transport.

In order to guarantee that the carrier's insurance will respond to any damage caused during the delivery process, we will only accept notifications of damage to the product within 12 hours of delivery of the package, as after this time the carrier's insurance will not be responsible for the state of the packaging delivered.

WHAT SHOULD I DO TO SOLVE THE TRANSPORT INCIDENT?

In the event of any mishap, you must contact us within 12 hours of receipt and inform us of any visible damage. In order to make the claim, we need photographs of the state of the packaging and the damage, as well as the shipping label on the packaging.

When the return is from the customer to us, the customer is responsible for any damage that may occur during transport, so we advise you to pack the product in such a way as to minimise the chances of breakage during transport.

In the case of baskets and rucksacks made of wicker, chestnut and natural fibres, due to the natural nature of the material used and the craftsmanship, these may have broken fibres. This damage does not make it impossible to use them and therefore does not constitute a reason to return the product.

I HAVE NOT RECEIVED MY ORDER, WHAT SHOULD I DO?

Contact us by e-mail at info@lacasadelassetas.com

We will inform you of the current status of your order and give you the information you need. If necessary, we will contact the courier company to solve the problem.

You can also check the status of your order through the link provided in the confirmation email.

GUARANTEE

Customers of LA CASA DE LAS SETAS benefit from the confidence offered by our expert craftsmen, who use top quality materials to produce our articles, always with a one year guarantee against manufacturing defects.

Defects or flaws due to incorrect use or handling of the material or wear and tear caused by normal use are not included in this guarantee.

In the case of baskets and rucksacks made of wicker, chestnut and natural fibres, due to the natural nature of the material used and the craftsmanship, these may have broken fibres. This damage does not make it impossible to use them and therefore does not constitute a reason to return the product.

MY ORDER HAS BEEN LOST, HOW DO YOU SOLVE IT?

The first thing is to apologise for the incident. It is not usual but to err is human. From LA CASA DE LAS SETAS we will manage the claim directly with the courier company to try to deliver the order. It is possible that it has been sent to another address and they may have to resend it. Once the agency tells us that the order has been lost, we will urgently send a new one. The deadline for an order to be considered lost is 10 days, so we will not be able to send a new one until after this date.

In the case of basketry articles, baskets and backpacks mainly, it is common for the artisan to receive a product with a broken fibre. These products are handmade and as they are natural fibres they can break when handled. This small breakage does not diminish the usefulness of the product and will not be considered a manufacturing defect.

PAYMENT

WHAT FORMS OF PAYMENT ARE AVAILABLE?

The forms of payment accepted at LA CASA DE LAS SETAS are:

PAYPAL: paypal@lacasadelassetas.com This form of payment involves an increase of 3.4% of the total amount of the order, for service fee.



BANK TRANSFER or DEPOSIT at any IBERCAJA branch.

IBERCAJA Bank - Beneficiary: Pablo Martínez Guinot - LA CASA DE LAS SETAS

IBAN: ES79 2085 9561 4103 3030 8747

BIC: CAZRES2Z

Note: buyers paying by bank transfer are kindly requested to put in reference: article number and/or ID number.



BIZUM (only in Spain):

You can make the payment of your order to the phone number 633310073



CREDIT CARD: we accept all major credit cards, VISA/MASTERCARD/...



SEQURA Payment in instalments: Divide the payment in 3, 6 or 12 monthly instalments. For only a fixed cost per month. You can modify or complete the payment whenever you want without penalties. Service and conditions managed by SeQura

I HAVE A DISCOUNT CODE, WHERE SHOULD I USE IT?

If you have a discount code or gift card code, you must enter it in the box provided in the payment gateway. Just above the order total you will see a box that says "Do you have a discount code? This is where you enter it. If the code is valid, you will see how the amount of the order is reduced according to the type of code.

WHICH PAYMENTS INCLUDE COMMISSION?

Of all our available payment methods, only PAYPAL and SEQURA include a service fee.

In the case of PAYPAL, the price is increased by 3.4% which corresponds to the commission applied by the company.

In the case of SEQURA, the commissions applied depend on the type of order and are managed directly by SEQURA.

I WANT TO RECEIVE MY ORDER AS SOON AS POSSIBLE, WHICH PAYMENT METHOD DO YOU RECOMMEND?

Of all our available payment methods, only BIZUM, BANK CARD and PAYPAL are immediate payment receipt. The rest take a little longer as they need to be verified. If you want to receive an order as quickly as possible we recommend you to select one of them. Our preference is BIZUM (only for payments from Spain).

I HAVE CANCELLED AN ORDER, WHERE DO I RECEIVE THE AMOUNT PAID?

If you have cancelled an order totally or partially, you will receive the amount paid directly in the same way you made the payment. From LA CASA DE LAS SETAS we will proceed to the refund within 48h. Only if you have selected BANK TRANSFER or PAYMENT IN DEPOSITS as payment method, we will ask you for a bank account number in order to be able to make the payment, as we do not have the details of these methods.

CAN I REQUEST AN INVOICE FOR MY ORDER?

Of course you can! To facilitate the purchase we do not ask our customers for their NIF or identification number, but if you want to receive the invoice you only have to request it by sending an email to info@lacasadelassetas.com indicating the billing information and especially the CIF of your company.

PRODUCTS

WHAT IS THE QUALITY AND GUARANTEE OF OUR PRODUCTS?

Our products are manufactured by expert craftsmen using top quality materials and have a one year guarantee against manufacturing defects.

ARE THE PRODUCTS THE SAME AS THE PHOTOGRAPHS?

All of them correspond to the specified characteristics. In some cases and due to their handcrafted origin, such as wicker or chestnut baskets, horn handles or pyro-engraved knives, the products may vary slightly as the craftsmen use raw materials that vary from season to season. These small differences, if any, will not prevent the use of the product.

ARE SHIPPING COSTS INCLUDED IN THE PRICE?

No, shipping costs are not included in the price of the product.

These will be applied when the order is placed.

The shipping costs for each order will depend on the destination and the volume of the order and will be explicitly indicated in the total price of the order, before making the payment.

ARE TAXES INCLUDED IN THE PRICE?

All prices shown on our website include taxes (VAT).

The order form shows the final price of the purchase, indicating the amount corresponding to the applicable taxes according to the country of destination chosen.

In relation to Value Added Tax (VAT), as a general rule, the tax rate of 21% will be applied for the territory of the European Union where this tax is applicable. In the sale to any other country in the world, VAT will not be charged, however the customs systems of each country will apply the corresponding tax charges, which will be borne by the buyer.

Due to its special tax regime, purchases made by residents of the Canary Islands are exempt from VAT, although customs clearance costs and import taxes are not included in the price of the article or in the shipping price, and must be paid at destination by the receiver of the goods.

If you have any other questions you can contact us at info@lacasadelassetas.com

I AM LOOKING FOR A SPECIFIC PRODUCT AND I CANNOT FIND IT.

In La Casa de las Setas you will find the largest selection of products related to mushrooms and truffles, but it is possible that you are looking for one that we do not have. You can contact us by sending a message to admin@lacasadelassetas.com, by phone and/or WhatsApp, explaining which product you are interested in and we, if possible, will find it for you.

RETURNS AND EXCHANGES

CAN I CANCEL A PURCHASE?

Yes, of course, you have the right to do so, as long as we have not already sent the order. In this case you will assume the transport costs that may have been generated. You can make this cancellation by contacting LA CASA DE LAS SETAS by Whatsapp at 640267118, calling this number or sending an email to info@lacasadelassetas.com.

If within this period, LA CASA DE LAS SETAS has already sent the order, the customer undertakes to return the order in perfect condition and with the original packaging. The cost of returning the order will be charged to the customer. LA CASA DE LAS SETAS will refund the amount of the order, once the condition of the returned product has been checked. In the case of receiving the order in bad conditions, the customer is responsible for the depreciation.

CAN I CHANGE THE PRODUCT ONCE I HAVE RECEIVED IT?

If you are not satisfied with your purchase, you have 14 non-extendable calendar days from the delivery of the order to exchange or return a product for another one.

The amount in your favour or ours will be adjusted once we receive the name and reference of the new product at LA CASA DE LAS SETAS.

In any case the returned product must be in perfect condition and in its original packaging. Otherwise you will be responsible for the depreciation.

HOW DO I CHANGE THE PRODUCT?

It is common that we have chosen a size, size or model that finally does not fit us. This is not a problem. You have 14 calendar days from the delivery of the order to exchange any of your products.

Of course it must be in perfect condition and in its original packaging. Otherwise the customer is responsible for the depreciation of the original amount if the product has any kind of damage or signs of use. Only in the case of requesting a product exchange, LA CASA DE LAS SETAS will bear the cost of one of the postage associated with this change (the collection of the product to be exchanged). In order to proceed with the exchange, we will need you to indicate the product to be exchanged and the new product chosen. If the exchange generates an amount in favour of the customer LA CASA DE LAS SETAS will pay the amount in the same payment method used. If it is in favour of LA CASA DE LAS SETAS we will send a request for the amount to be paid before the product is dispatched. If the changed product was conditioned by the free shipping of the initial order, the amount of the shipping will be subtracted from the amount of the return.

We will only accept exchanges of products that are in their original condition.

PRODUCT RETURN AND REFUND

If you are not satisfied with your purchase, you have 14 calendar days from the delivery of the order to return it.

The amount of the refund will be made once the article has been received in our warehouse and checked by LA CASA DE LAS SETAS.

It must be in perfect condition and in its original packaging. Otherwise you are responsible for the depreciation.

If the product has any kind of damage or signs of use, the amount will not be refunded.

In any case, only the value of the article will be paid, the shipping costs associated with the return will always be paid by the buyer.

If the returned product was conditional on the free shipping of the initial order, the amount of the shipping will be subtracted from the amount of the refund.

WHAT IS THE ADDRESS FOR RETURNING THE ORDER?

The delivery address for the return is:

LA CASA DE LAS SETAS

C/ San Roque 3, bajo izquierda

12004 Castellón.

Telf 640267118


The return must be made by courier. We will not accept shipments of products that are not delivered to this address, nor those that have to be picked up at other addresses (at a post office for example).

We will only accept the return of products that are not in their original condition if the goods are defective, damaged or in poor condition, and provided that the damage is attributable to the manufacturing process, transport or shipping.

In these cases, LA CASA DE LAS SETAS will be responsible for the return of the postage.

UNDER WHAT CONDITIONS SHOULD I RETURN AN ORDER?

All goods must be returned unused and in their original packaging (if any) in perfect condition and protected in such a way that it is not received with seals or adhesive transport tapes. Otherwise you are responsible for the depreciation.

WHAT IS THE RETURN OR EXCHANGE PERIOD AT CHRISTMAS?

The return period is extended at the time of Black Friday and Christmas as many people make purchases at the beginning of the month or taking advantage of the Black Friday sales. Only on these dates and to make it easier for customers to return or exchange the product purchased, all purchases made from 28 November (Black Friday) until 6 January (Epiphany) can be returned until 20 January.