FREQUENTLY ASKED QUESTIONS
We are here to help you. You will probably find the answer to your question below, but if you don’t, please get in touch with us.
CHOOSING THE MAT
Do you need help to choose the right mat?
Use our “MAT QUIZ”!
Shopping in our online store is very easy. We will guide you through the steps to follow during the whole purchase process. But, if you do have any questions during the process you can get in touch with us at: email@example.com.
Steps to follow to purchase products in our online store:
1. Are you a registered user? If you have already registered you can login at the top right hand corner of the online store. If you haven’t registered yet, don’t worry you can give us your details during the purchase process.
2. Have a look at our catalogue and choose the model that you like the most. All the details of our products have been photographed so that you can see their composition and finishes up close. Once you find your model choose a colour and click on “Add to the cart”.
3. What happens if the product that you like isn’t available? If your favourite Equilibrium product isn’t available you can request it and we will tell you when it comes back in stock again Click on “Tell me when there is stock”, give us your email. We will let you know!
4. I have chosen the products that I want to buy. What now? When a product is added to the cart you can click on “Go to pay” to go to the cart You can also do it from the “My shopping cart” at the top right hand corner at any time.
5. Once you have everything in the shopping cart confirm that your order is correct and click on “Confirm order” to carry on with the purchase If you are already an Equilibrium user log in to your account or register.
6. Supply your details and choose a delivery address.
7. Choose a payment method and the delivery system. Click on “Go to pay” and complete the purchase. The system will forward you on to a secure payment Gateway, if you have chosen to pay by card or through your Paypal account. In certain countries we also have the cash on delivery option available.
Immediately after you have paid, if your order has been made correctly you will receive an email confirming your order that is sent to the email address that you provided us with when you registered with us. You can also have a look at all your orders by going into MY ACCOUNT in the menu If you do not get a confirmation email, please get in touch with our “Customer Service” at firstname.lastname@example.org.
When you complete the purchase process a receipt will appear on the screen that you can print out or save in your computer. Once you have made your purchase we will also send you an email with all the details of your order. Furthermore, you can access “MY ACCOUNT” using your access codes (email and password) to see the details of your order.
If you want to change the delivery address, you must do this through the MY ACCOUNT menu, by adding a different address, choosing the one where you want the order to be delivered during the purchase process. If the order has been dispatched and you want it to be sent to another delivery address please get in touch with our customer service using the following email address email@example.com and if the package is still in our warehouses we will change the original delivery address for the new one. However, once that package has been handed over to the courier service, changes in the delivery address cannot be made.
Yes, during the purchase process you can remove products that you don’t want to buy from your shopping cart, as long as you haven’t completed the order, otherwise please get in touch with “Customer Service” using the email address: firstname.lastname@example.org.
If you have confirmed your order, you can get in touch with us and if the package has not left the Equilibrium facilities yet, you are just in time to change it!
You have 30 days to cancel or withdraw your order without having to give any explanations. The amount of the orders that are cancelled, which still haven’t been processed/sent, will be refunded back to your credit card. We cannot cancel any orders that have been processed/sent. If you want to return the product, we will refund the amount you paid for it on your credit card. For more details, see our return policy.
At the moment we do not process purchases over the phone. If you have questions about how to purchase products on our website please send us an email to email@example.com and we will help you with your purchase.
We accept payments by Visa, MasterCard, credit or debit card and PayPal.
If you ever have any problems with your Paypal account please get in touch with them directly.
All the payments are made through a secure certified payment gateway. EQUILIBRIUM does not have access to your bank details at any time because this is information that consumers provide the payment gateways with and it is purely confidential between the client and this entity.
If you think that you have made a duplicate order send an email to firstname.lastname@example.org. We will check it with you and correct the order before sending it off Remember that you only have an hour to do this after the purchase has been made. If it has been sent and you have notified us about it ahead of time, you will get a refund
If you have any problems while you are making the payment, please check your details, make sure that the card is activated and that you have enough credit for the purchase . If you still can’t make the payment, please get in touch with us at email@example.com.
The charge to your credit card will reflect the conversion of your local currency into euros. Your credit card company might also charge you an international fee for this transaction. Ask your credit card company before making an order.
We produce and design our products entirely in Spain, which is how we can guarantee that our suppliers share the same philosophy
We love our planet! That is why; our utmost respect for nature comes from our love for it. Our objective is to minimize the negative impact that we have on the environment during the production process of our mats. EQUILIBRIUM RESPECTS THE PLANET.
The EQUILIBRIUM products and/or articles are available and can be sent to the territories mentioned hereinafter, the shipping fees that are also listed will be charged. We have a free standard delivery option available for all orders over €19.90. There is a shipping fee from €5 for orders made for less than this amount, which will be calculated and displayed before you make the payment.
The “Express Delivery” rates are specified based on a set fee, according to the number of products that are acquired during the purchase process. In any case the shipping fees will be automatically calculated and updated as you add or remove products from your shopping cart. A maximum of 4 products per order can be acquired or purchased. A maximum of 4 products per order can be acquired or purchased.
The estimated delivery times and the shipping fees for each country and type of delivery are stated hereinafter. Working days and the pick-up times of each courier service must be taken into account as well. Furthermore, during sales and special offer periods, the delivery times might be longer than normal.
SPAIN (MAINLAND AND THE BALEARIC ISLANDS)
Free Standard delivery for orders over €19.90, deliveries take a maximum of 4 working days when the order is received before 13:30 h.
The delivery schedule is from 9:00 to 19:00, Monday to Friday, depending on the delivery route.
*No deliveries will be made on public holidays, whether local (Alicante), in the Valencian Community or in Spain.
GERMANY, BELGIUM, FRANCE, HOLLAND, ITALY, AUSTRIA, DENMARK, IRELAND, POLAND, CZECH REPUBLIC, CROATIA, FINLAND, NORWAY, ROMANIA, SERBIA, SWEDEN AND SWITZERLAND……..
The “Custom” or personalized products will be delivered within a period of between 4-6 weeks, depending on the special production process involved.
Customs information: If you are going to make an order for products online, which EQUILIBRIUM has to send to a country that does not belong to the European Union, you might have to pay import fees or taxes, which you will be charged when the merchandise arrives at its destination.
You will have to pay any additional amount due at the customs clearance. EQUILIBRIUM has no control over these fees. The customs policies vary significantly from one country to another, so for more information on this matter, please ask the corresponding customs clearance office.
Furthermore, when you make an order through the Website from a country that is not part of the European Union, legally you are considered to be the importer and therefore you have to comply with all the applicable laws and regulations in the country where you receive the product.
We would also like to inform you that international shipments might be inspected and opened by the customs authorities.
Deliveries to the Canary Islands, Ceuta and Melilla are made to territories that are not part of the customs territory of the European Union, which means that these shipments might be subject to taxes and/or customs tariffs, therefore the recipient must pay the corresponding import fees and taxes, when the order is delivered.
If you have any questions about this matter please ask us through the e-mail firstname.lastname@example.org