Here, we’ll share the most frequently asked questions from our customers. If you have any other questions, you can always contact us through our contact form. We will be happy to help you!
About purchases
How can I place an order?
Ordering from our website is very simple. You just have to follow the steps to finalize your purchase without a fuss.
Step 1: The most important thing is to choose the product(s) you like the most. To do this, you can use our navigation menu and look at the different categories. Or, if you already know what you want, you can search for the product on our search engine at the top right. It’s got a magnifying glass!
Step 2: Once you have found the product you’re looking for, click on the “add to cart” button. When you add it, a small summary of products will appear on the right. If you want to continue shopping, just close the window and continue looking.
Step 3: When you add the last item to your cart, you will find a “check out now” button in the drop-down on the right. If you click on it, it will take you through the different steps to confirm your order. To finalize the purchase at any time, you can also go to your cart by clicking on the cart icon in the upper right.
Step 4: Now, you are on the screen where you enter your information. If you aren’t already registered on our page, enter your details and accept our privacy policy to go to the next step. You will also have to select the shipping method - whether it is to the Peninsula, the Balearic Islands, or another European country we ship to. Click continue to go to the next screen.
Step 5: Select your preferred payment method. You can use a credit card or Bizum. Once entered, click on the “place order” button. And voila!. The details of your order, now confirmed, will appear.
What payment methods are accepted?
Purchases can be made with your Visa or MasterCard credit card or through Bizum.
Can I pay by bank transfer for high-volume orders?
For high-volume orders, please contact us through our contact form, and we will help you with the stock of products and with the payment method. It will be a pleasure to help you complete the purchase!
About shipping
What shipping costs do I pay?
It all depends on the delivery location and the order amount. We currently have three rates:
I’ve reached the amount for free shipping, and it still shows a charge for the shipping costs. What do I do?
Make sure that the total amount of the products reaches €40 or €60, depending on your location. You may have reached a total of €40 or €60 for your cart, but only because it is charging you the shipping costs! As soon as you reach €40 or €60 in products, these expenses will automatically be eliminated.
Can I select in-store pick-up or delivery to a pick-up point?
We currently do not offer in-store pick-up or pick-up points. However, we are working on it, and we hope to offer you this option very soon. As soon as we do, we will post it on our website and on our social media. Stay tuned!
About confirmed orders
How can I cancel my order?
We don’t currently offer order cancellation, but you can return it for free at any of our physical stores or through parcel delivery, though the latter has a cost depending on the package’s pick-up location. You can also contact us through our contact form or submit a request through your user area, and we will find a solution to your problem.
Can I add more items to an order that’s already confirmed?
Currently, we don’t offer the option to add more items once payment has been confirmed. However, you can make a request through your user area or through the contact form, and we will help you with whatever you need.
About delivery
Where can I check tracking on my shipment?
As soon as your order is confirmed, we will send you an e-mail with information about the delivery and a link to the transport agency’s website. Just click on the link, and it will take you to the shipment tracking. That way, you can find out where it is at all times!
I put the wrong address! How can I change the information?
You can change the shipping information in your customer area. However, to modify the address of an order that’s already confirmed, you must contact the transport agency or request this through your user area. Fear not! We will do our best to get your order to a place where you can get it.
About after-sales service
How can I request a product return?
Returns are processed through your user area. To request one, follow these steps:
Step 1: Go to the “my returns” section at the bottom left.
Step 2: Click “create return.”.
Step 3: Select the order that contains the products you want to return.
Step 4: Select the products you want to return and the quantity (if you bought more than one).
Step 5: Select the reason for the return.
Step 6: If there’s something wrong with your product, attach photos or videos so that we can see it.
Step 7: Accept the terms and conditions and submit.
Step 8: The rest is up to us. We will contact you with updates about the status of the return.
How can I request an invoice?
You can request the invoice through our user area. To do this, you have to send us the following information:
- The order number
- Full name of the company or individual
- Address of the company or individual
- TIN of the company or individual
We will send you the invoice within 1 to 2 working days.
Can I exchange or return an online order at an Ale-Hop store?
Sure! In fact, returns and exchanges at a physical store are totally free, so if you have an Ale-Hop nearby, don’t hesitate! Of course, don’t forget to take the simplified invoice that you will receive with your order with you when you go. This way, our colleagues at the store will be able to make the return or exchange without any problems.
*Exchanges/returns cannot be made in physical shops in the Basque Country.
I don’t have an Ale-Hop near home. Can I return a product by parcel?
Of course. If you don’t have an Ale-Hop nearby, you can return it by parcel. The cost of the return will depend on where the package is picked up. That’s €5 for the Spanish peninsula, €7 for the Balearic Islands, and €12 for all other European countries we ship to. To do this, request the return through your user area, and we will process the pick-up at your home address.
About the products
I lost the product instructions! Where can I find them?
Every product file on our website has downloadable instructions. However, if we still have not made them available or you have questions about how to operate the product, write to us through our contact form or your user area, and we will help you set up your new item.
How can I use a product warranty?
Wow! We’re sorry something didn’t go so well! The first thing we want to do is apologize to you. If your product has arrived damaged or does not function properly, request a return of the product through your user area.
Don’t forget to attach a video or photo to show us what’s happening with it! This will speed up the process, and we will be able to help you better.
If you have an Ale-Hop store nearby, you can also take your product there so our in-store colleagues can help you. Again, sorry about that!
I saw a product in one of your Ale-Hop stores, but I can’t find it in the online store. What can I do?
Contact us through our contact form, and if we don’t have it available yet, we will try to add it as soon as possible. We want you to have the maximum number of products available!
About the company
I would like to be part of your team. How can I apply?
You can send us your CV any time here. As soon as a position that fits your profile opens up, our colleagues in Human Resources will contact you. Best of luck!
I love Ale-Hop, and I’m an entrepreneurial person. Could I open a franchise of your brand?
We love having followers like you!
We do not currently have any franchises available, but if you are interested in opening a franchise of our brand, leave us a message through our contact form and in the department drop-down, select “franchises and premises.” Our colleagues in the Expansion Department will be happy to give you more information.
I have a commercial location in a central area, and I would love to be able to set up an agreement with your company. What do I do?
Thank you so much for thinking of us! To do this, leave us a message through our contact form, and in the department drop-down, select “franchises and premises.” It will be really helpful for us if you can provide information about the location, area, price, and contact details, and our colleagues from the Expansion Department will contact you.
