Shipping Policy

Shipping Policy

At Óptica Palmanova (the trade name under which Marc Capellà Troyano, NIF 35006995Y, operates), a health-care optical establishment holding operating health authorisation no. 0407001226 (Consejería de Sanidad, Govern de les Illes Balears), we want you to receive your order with maximum clarity regarding delivery times, costs and delivery conditions. On this page you will find all the information about our shipping zones, estimated delivery times, rates, the carrier, order tracking and how we handle incidents or lost shipments.

This policy forms part of our General Terms and Conditions of Contract and must be read together with our Refund Policy and our Privacy Policy.

1. Products we ship

Through our online store opticapalmanova.com we sell and ship:

  • Sunglasses (non-prescription).
  • Contact lenses and maintenance solutions.
  • Optical accessories (cases, sleeves, cords, cleaning products, etc.).

Important — prescription glasses: prescription glasses are a custom-made medical device in accordance with Real Decreto 1591/2009. They are neither sold nor shipped through this website. Obtaining them requires an in-person appointment at our shop in Calvià, where the eye examination and the fitting are carried out by a registered optician-optometrist (Col·legi Oficial d'Òptics Optometristes de les Illes Balears – COOIB, registration no. 22221). For the same reason, contact lenses requiring a prescription are dispensed under the supervision of the optician-optometrist in charge.

2. Shipping zones

2.1. Home delivery

We offer home delivery throughout the entire island of Mallorca (Illes Balears).

In addition, we offer standard shipping throughout Spain (mainland and islands) from €6.95, with delivery in 2-5 business days. In Mallorca, local delivery within Palmanova costs €2.00 and, in the rest of the municipality of Calvià, €3.00 (free from €24).

2.2. Free in-store pickup

You can choose to collect your order free of charge at our physical shop:

We will notify you by phone, WhatsApp or email when your order is ready for pickup. To collect it, we will ask you for the order number and a form of identification. Pickup hours coincide with the shop's opening hours: Monday to Friday from 10:00 to 13:30 and from 16:00 to 20:00, and Saturdays from 10:00 to 13:00.

3. Estimated delivery times

The times indicated are estimates and start counting from confirmation of the order and payment, in business days (Monday to Friday, excluding public holidays in Calvià and the Illes Balears).

  • Home delivery in Mallorca: 1-3 business days, coordinating delivery via WhatsApp.
  • In-store pickup (Calvià): normally ready within 24 hours; we will notify you when it is ready.

Some products, especially prescription contact lenses or special-order items, may require additional time. If we anticipate a significant delay beyond the estimated time, we will inform you as soon as possible. In accordance with Article 109 of Real Decreto Legislativo 1/2007 (TRLGDCU), unless otherwise agreed, we will deliver the products without undue delay and, at the latest, within 30 calendar days from the conclusion of the contract.

4. Shipping costs

Shipping costs, where applicable, are calculated and shown itemised before completing your purchase, on the checkout screen, according to the delivery address and the weight/volume of the order. No charge that has not been previously disclosed and accepted will be applied.

  • In-store pickup (Calvià): free.
  • Local delivery within Palmanova (07181): €2.00 (to home, hotel or port). Rest of the municipality of Calvià: €3.00, free from €24. Rest of Spain: standard shipping from €6.95 in 2-5 business days. In-store pickup is always free.

5. Carrier

Home deliveries are made through the transport company designated by Óptica Palmanova.

So that delivery is carried out correctly, we ask you to provide a complete and correct address and a contact telephone number. We are not responsible for delays or failed deliveries resulting from incomplete or incorrect address details provided by the customer.

6. Order tracking

Once your order has been dispatched, we will send you a shipping confirmation email. Where the carrier allows, that email will include the tracking number and the link to check the delivery status.

If you do not receive the shipping confirmation within the estimated time, or if you have any questions about the status of your order, you can contact us at opticapalmanova@gmail.com, by phone at 971 68 28 02 or via WhatsApp at 633 57 42 25, stating your order number.

7. Receiving your order

At the time of delivery, we recommend that you:

  • Check the condition of the packaging before signing. If the package shows dents, moisture or signs of tampering, note it in writing on the carrier's delivery note and, if possible, photograph it.
  • Check the contents as soon as you receive it and verify that they match what you ordered.

The risk of loss of or damage to the products passes to the customer when the latter (or a third party indicated by the customer, other than the carrier) acquires physical possession of the goods, in accordance with Article 66 ter of the TRLGDCU.

8. Incidents and lost shipments

If you detect any incident (product damaged during transport, opened package, error in the contents, or a delivery that has not taken place), contact us as soon as possible —preferably within 24-48 hours following delivery or the expected delivery date— at opticapalmanova@gmail.com, providing your order number and, if possible, photographs of the packaging and the product.

  • Product damaged in transit: we will process the claim with the carrier and offer you a replacement of the product or, if that is not possible, a refund, at no cost to you.
  • Lost order: if tracking indicates a delivery you have not received, or the shipment does not arrive within a reasonable time, we will open a claim and investigation with the carrier. Once the loss is confirmed, we will proceed to reship the order or refund it in full.
  • Order error (incorrect product): we will take care of the collection and the correct shipment at no additional cost.

These transport incidents are independent of your rights as a consumer, in particular the 14-calendar-day right of withdrawal and the 3-year legal guarantee of conformity (Ley 7/2021), which are detailed in our Refund Policy. Remember that, for reasons of hygiene and health safety, contact lenses and solutions that have been unsealed or opened are excluded from the right of withdrawal (art. 103.e of the TRLGDCU), as are custom-made products (art. 103.c).

9. Customer service, complaints and dispute resolution

For any query or complaint related to your shipment, you can contact:

We have official complaint forms available to consumers and users. You may also turn to the Junta Arbitral de Consum and the Direcció General de Consum del Govern de les Illes Balears as out-of-court means of resolving consumer disputes.

As a consumer, you retain in all cases the right to bring proceedings before the courts of your own domicile; no clause in this policy limits that right.

Last updated: 7 July 2026