Shipping Policy
Last updated: 3 July 2026
At ELORA SMART SL we are committed to delivering your smart toilet with the utmost safety and care. All our products are shipped in reinforced packaging designed specifically for high-value sanitary equipment, with transport insurance included.
Shipping Zones and Rates
Mainland Spain — FREE SHIPPING
Completely free shipping to the whole of mainland Spain on the Iberian Peninsula. No minimum purchase. Includes the Community of Madrid, Catalonia, Andalusia, the Valencian Community, Castile and León, Galicia, the Basque Country, Aragon, Castile-La Mancha, Extremadura, Asturias, Murcia, Cantabria, La Rioja, Navarre and Álava.
Mainland Portugal — FREE SHIPPING
Free shipping to mainland Portugal. We do not ship to the Portuguese islands (the Azores and Madeira) due to the applicable logistical and customs restrictions.
International Shipping
| Country / Zone | Shipping cost | Notes |
|---|---|---|
| Mainland France | €150 | Metropolitan France only. Does not include Corsica or overseas territories. |
| Mainland Italy | €120 | Peninsular Italy only. Does not include Sicily, Sardinia or other Italian islands. |
| Germany | €200 | Mainland Germany. Includes all federal states. |
| Netherlands | €150 | Mainland Netherlands. Does not include Aruba, Curaçao or the Caribbean islands. |
| Balearic Islands | €60 | Majorca, Minorca, Ibiza and Formentera. |
Areas Without Shipping Service
We currently do not ship to the following areas due to customs, logistical or tax restrictions:
- Canary Islands — Special tax regime (IGIC), customs formalities and import costs incompatible with our direct shipping model.
- Ceuta — Autonomous city with a special customs regime outside the EU customs territory.
- Melilla — Autonomous city with a special customs regime outside the EU customs territory.
- Portuguese islands (the Azores and Madeira) — Logistical and customs restrictions.
- Corsica and the Italian islands (Sicily, Sardinia, etc.) — Logistical restrictions.
- French overseas territories — Customs restrictions.
If you live in any of these areas and are interested in purchasing an Elora Smart product, contact us at [email protected] and we will look into your case individually.
Delivery Times
| Destination | Estimated time |
|---|---|
| Mainland Spain | 3–7 working days |
| Mainland Portugal | 5–10 working days |
| Balearic Islands | 5–10 working days |
| France, Italy, Germany, Netherlands | 7–15 working days |
The times indicated are estimates and may vary depending on product availability, the carrier and exceptional circumstances (public holidays, strikes, adverse weather conditions). ELORA SMART SL is not liable for delays attributable to the carrier once the order has been handed over to the carrier.
Shipping Process
Order preparation
Once payment has been confirmed, your order is prepared at our facilities in Bertamiráns (AMES) within 1–2 working days. Each unit is packed with protective material designed specifically for high-value sanitary equipment.
Collection by the carrier
The carrier collects the order from our facilities. You will receive an email with the tracking number so that you can track your shipment in real time.
Delivery to your home
The carrier will contact you to arrange delivery. We recommend that, on receipt, you check the outer packaging before signing the delivery note. If you notice any damage, record it on the delivery note and contact us immediately.
Damage in Transit
If, on receiving your order, you notice damage to the packaging or the product, you must:
- Record the visible damage on the delivery note before signing.
- Photograph the packaging and the damaged product.
- Contact us within a maximum of 24 hours of receipt at [email protected], attaching the photographs.
ELORA SMART SL will handle the claim with the insurer and the carrier, and will replace or repair the damaged product at no additional cost to the customer.
Order Tracking
Once your order has been collected by the carrier, you will receive an email with the tracking number and a direct link to the carrier’s platform so that you can check the status of your shipment in real time.
If you have any questions about the status of your order, you can contact us at [email protected] or call us on +34 614 45 19 01 Monday to Friday from 10:00 to 18:00.
Returns and Right of Withdrawal
In accordance with Royal Legislative Decree 1/2007 (General Law for the Protection of Consumers and Users), you have the right to withdraw from the contract within 14 calendar days of receiving the product, without giving any reason.
To exercise the right of withdrawal, you must notify us in writing at [email protected] before the period expires. The product must be returned in its original packaging, unused and in perfect condition. Return costs are borne by the customer, unless the product has a manufacturing defect.
Once the returned product has been received and checked, we will refund the full amount paid within a maximum of 14 days using the same payment method used for the purchase.
Shipping Enquiries
For any enquiry relating to your shipment, you can contact us at:
- Email: [email protected]
- Telephone: +34 614 45 19 01 (Monday to Friday, 10:00–18:00)
- WhatsApp: +34 614 45 19 01