Shipping policy

Shipping Policy of The Penguin Crew

At The Penguin Crew, we are committed to providing an efficient, secure, and transparent shipping service. Below is our shipping policy, designed in accordance with current Spanish legislation, with the aim of ensuring a satisfactory shopping experience for our customers.

1. Delivery Coverage

We currently ship throughout Spain, including Mainland Spain, the Balearic Islands, the Canary Islands, Ceuta, and Melilla, as well as to countries within the European Union and international destinations outside the EU.

European Union countries we ship to:

Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Germany, Denmark, Estonia, Finland, France, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, and Sweden.

International countries (outside the European Union):

Switzerland, United Kingdom, United Arab Emirates, Australia, Canada, United States, Japan, South Korea, Malaysia, Norway, New Zealand, Singapore, Hong Kong SAR (China), Andorra, Argentina, Brazil, Chile, Colombia, Ecuador, Paraguay, Peru, Uruguay, and Venezuela.

For any additional questions regarding shipping destinations, please contact us at info@thepenguincrew.com.

2. Delivery Times

  • Mainland Spain and Balearic Islands: Estimated delivery times range from 2 to 5 business days from order confirmation.

  • Canary Islands, Ceuta, and Melilla: Estimated delivery time is between 5 and 10 business days, due to possible customs procedures.

  • International Shipping (European Union): Estimated delivery time is 4 to 10 business days, subject to potential delays due to border controls and logistical procedures.

  • International Shipping (outside the European Union): Delivery times vary depending on the destination country and generally range from 7 to 15 business days, and may be affected by customs clearance and local controls.

The delivery times indicated are estimates based on standard operations. Factors beyond our control such as courier delays, adverse weather conditions, or extraordinary circumstances may cause variations in these timeframes.

3. Shipping Costs

Shipping costs are calculated automatically during the checkout process and are clearly displayed before order confirmation. These costs vary depending on the destination and the selected shipping method.

  • Standard Mainland Spain Shipping

  • Balearic Islands Shipping

  • Canary Islands, Ceuta, and Melilla Shipping

  • International Shipping (European Union)

  • International Shipping (outside the European Union)

4. Shipment Tracking

Once your order has been processed and handed over to the courier service, you will receive an email containing a tracking number that allows you to monitor the status and location of your order in real time. We recommend using this service to stay informed about the delivery progress and ensure availability to receive the package.

5. Delivery Issues

If the courier is unable to deliver the order due to the recipient’s absence, a notice will be left with instructions on how to reschedule delivery or collect the package from a nearby pickup point.

If the order is not collected or delivery cannot be completed due to a lack of response from the customer, any additional costs arising from storage, return, or reshipment will be borne by the customer.

6. Customs Duties and Taxes

For orders shipped outside mainland Spain such as the Canary Islands, Ceuta, Melilla, and international destinations outside the European Union any import taxes, customs duties, or local charges shall be the sole responsibility of the customer.

These charges are not included in the product price or shipping costs and must be paid directly to the relevant authorities upon delivery.

7. Shipping Address

It is the customer’s responsibility to provide a complete and accurate shipping address when placing an order. The Penguin Crew shall not be held responsible for delays or failed deliveries caused by incorrect or incomplete addresses provided by the customer.

If you notice an error in your shipping address, please contact us as soon as possible at info@thepenguincrew.com so that we can correct it before shipment.

8. Delivery and Transfer of Responsibility

Once the order has been delivered to the address specified by the customer, responsibility for the delivered products is transferred to the customer. We recommend ensuring that someone is available to receive the order.

If you notice any visible damage to the package upon delivery, please inform the courier and contact us immediately.

9. Contact

For any questions related to the status of your shipment or to request modifications to your order, you may contact our customer service team at info@thepenguincrew.com.

We will be happy to assist you and resolve any questions you may have.

Legal Notice:
This shipping policy has been drafted in compliance with current Spanish regulations on e-commerce and consumer protection. Our goal is to ensure maximum transparency and trust throughout the purchasing and delivery process, in order to provide a fully satisfactory customer experience.