At Shantai Coffee we work with micro-lots of coffee and roast according to order volume to guarantee the delivery of fresh coffee. Each order undergoes quality control and packaging before being handed over to the carrier.

Below we set out the conditions applicable to the shipping of orders placed through shantaicoffee.com.

1. Shipping zones and costs

1.1. Mainland Spain

• Free shipping on all orders destined for mainland Spain.

• Usual delivery time: 24 hours, with a maximum of 48 hours, depending on the time the order is placed.

1.2. Balearic and Canary Islands

• Shipments to the Balearic and Canary Islands have an additional cost, calculated automatically at checkout based on weight and destination.

• Estimated delivery time: 2 to 5 working days from dispatch.

• For the Canary Islands, the shipment may be subject to customs procedures and local taxes (IGIC, AIEM, DUA), the cost of which will be borne by the recipient.

1.3. Ceuta and Melilla

Shipments to Ceuta and Melilla are subject to customs procedures and local taxes (IPSI, DUA), the cost of which will be borne by the recipient. Shipping costs will be calculated at checkout.

1.4. European Union

• We ship to all countries in the European Union.

• Shipping costs are calculated automatically at checkout based on the destination country and the order weight.

• The applicable VAT will be that corresponding to the destination country in accordance with the European Union One-Stop Shop (OSS) scheme, and it will be included in the final price shown at checkout.

• Estimated delivery time: 3 to 7 working days from dispatch.

1.5. Outside the European Union

At present, we do not ship outside the European Union.

2. Delivery times

The times indicated are estimates and begin from order confirmation and, where applicable, from the end of the roasting process.

In compliance with Royal Legislative Decree 1/2007, unless otherwise agreed, the order will be delivered within a maximum of 30 calendar days from confirmation of purchase.

Shantai Coffee cannot guarantee exact delivery times, as final delivery depends on the carrier. However, the customer may check the status of their shipment using the tracking number they receive by email.

3. Carrier

Domestic shipments are usually handled by OnTime. For international shipments, another logistics operator may be used depending on the destination.

4. Delivery address

The shipping label is automatically generated with the data entered by the customer in the "Delivery details" section of the checkout process. It is the customer's responsibility to verify that the address, postcode and contact details are correct before completing the order.

Shantai Coffee is not responsible for delays, returns or failed deliveries arising from errors or omissions in the information provided by the customer. Return shipping costs generated by an incorrect or incomplete address will be borne by the customer.

5. Receipt of the order

We recommend that the customer check the condition of the parcel at the time of delivery. If visible damage to the packaging is detected, it is advisable to note this on the delivery note to the carrier.

If damage or quality defects are detected in the product after opening the parcel, the customer must inform Shantai Coffee within a maximum of 14 calendar days from receipt by writing to fatima@shantaicoffee.com, attaching photographs and the order number. Any subsequent handling will be governed by the provisions of the Returns Policy.

The above is without prejudice to the statutory right of guarantee and the 14-calendar-day right of withdrawal recognised for consumers under the applicable regulations.

6. Undelivered or returned orders

If an order cannot be delivered due to the recipient's absence, lack of contact or refusal of the shipment, the carrier will make the delivery attempts established by its protocol before returning it to origin.

If the order is returned to Shantai Coffee for these reasons, reshipping will be at the customer's expense. If the customer prefers to cancel the order instead of reshipping it, a refund of the product amount will be issued, deducting the shipping and return costs incurred.

7. Customer service

For any query related to the shipment of your order, you can contact us at:

• Email: fatima@shantaicoffee.com

• Company name: Granero Cataluña, S.L. — Tax ID B-96271135

• Address: C/ Longitudinal 2, Pabellón D 4056/61 Pl., Zona Franca – Mercabarna, 08040 Barcelona, Spain

Returns and refunds policy

As the roasting of our coffee depends on the volume of orders in order to guarantee a fresh product, and before being handed over to the carrier it passes quality control and packaging, Shantai Coffee will not accept returns of the product if it does not present any problem related to the points mentioned above.

To return or exchange a product, the customer must write an email to info@shantaicoffee.com within 24 hours with the subject "ISSUE", attaching the following details:

• Order or invoice number.

• Detailed explanation of the issue.

• Photograph clearly showing the damage.

• Photograph of the shipping label.

The return will only be processed if all the above-mentioned details are attached; furthermore, the item or order to be returned must be in its original packaging, unopened, unused and in perfect condition.

Once the returned item or order is received and Shantai Coffee verifies compliance with the return specifications indicated above, the refund will be issued using the same payment method used by the customer or by sending the new item/order. Confirmation of the refund will be sent by email.

For returns in the Canary Islands and the Balearic Islands, shipping costs are the customer's responsibility.