630 93 32 51
Free shipping on Fashion and Home orders within mainland Spain
630 93 32 51
Free shipping on Fashion and Home orders within mainland Spain
In this section, we have gathered answers to the most common questions related to the purchasing process, shipping, cancellations, exchanges and returns, textile care, courses and looms.
If you do not find the information you are looking for here, you can contact us with complete confidence. We will assist you personally before, during and after your order, with a genuine commitment to answering any questions you may have. Contact
In some sections you will find direct links to expand on specific information. To learn more about who we are, our way of working or the different services and projects we develop, you can consult the contents available in the About Us menu. For professional projects, you can consult the Professionals section.
In any case, we will be happy to assist you directly by phone, WhatsApp, email or by appointment at the workshop.
Customer service hours:
Monday to Saturday, from 10:00 to 14:00 and from 17:00 to 20:00.
How can I place an order?
You can place your order through the online shop, by phone, by WhatsApp or at the workshop itself.
If you do it through the website, we hope you find the process simple and convenient. Once you have chosen your pieces or items, add them to the cart and follow the steps. The process will guide you: fill in the form with your details, choose the payment method and, if you pay by card or PayPal, you will be directed to the payment gateway to complete the payment.
Will I receive confirmation of my order once the purchase has been made?
Yes. Once the order has been completed, you will receive an email with the purchase summary and the corresponding details. If you do not receive it, please check your spam folder or contact us.
Can I modify an order once it has been confirmed?
Yes, provided that the order has not yet been shipped. Please contact us as soon as possible.
Is it safe to buy through the website?
Yes. Our online shop uses secure payment systems that guarantee the protection of your data at all times. We do not store bank details on our servers.
What payment methods are available?
You can pay using several options:
Bank transfer, to our La Caixa bank account.
Credit or debit card. We use SSL Security Certification, which guarantees the full confidentiality of your data through advanced 128-bit SSL encryption technology. When you place an online order, your personal and banking details are protected by SSL protocols before being sent over the Internet, making it impossible for them to be stolen or intercepted. After receiving and processing the order, your data remains protected in our database and is available to you so that you may consult, modify or delete it if you wish, as established by law.
PayPal is another secure way to pay online. You need to open a PayPal account. More information at www.paypal.es
Bizum, from your phone. You need to download the application and register for the service with your bank.
Can I pay in instalments?
Yes, you can pay in instalments, either through PayPal or by contacting us directly so that we can look for an option adapted to you.
What are the shipping costs and delivery times?
Shipping costs and delivery times vary depending on the type of piece and the destination. Orders are delivered by DHL courier. For shipments to the Canary Islands or international destinations, you may choose between DHL and postal service. Below you can see the information broken down by type of piece, and you can also consult us directly here: contact.
Fashion and home pieces
Delivery is made by DHL on working days, to the address you provide.
National shipping. Shipping is free within mainland Spain. Once payment has been confirmed, your order will be delivered within 24 to 48 hours.
International shipping. Delivery times vary depending on the destination. Please consult us. We can ship with DHL International or by postal service.
Looms
Delivery is made by DHL on working days, to the address you provide. For Kromski looms, delivery time is 24/48 hours. If we need to order them, once payment has been confirmed, the approximate delivery time is between 7 and 10 days. For Ashford looms, unless we happen to have the item in the workshop, we must process your personalised order. This includes customs management. Once payment has been confirmed, the approximate delivery time is 15 to 20 days.
Custom pieces
For custom orders or projects, all timings are calculated on a case-by-case basis. They are specified in the personalised quotation we provide and may vary depending on the type of piece and destination.
Which countries do you ship to?
We ship both within Spain and to other countries. You can check the available destinations during the purchase process or contact us if you have any doubts.
How can I track my order?
Once the order has been shipped, you will receive the tracking number through DHL. In the case of postal shipping, we will send it to the email address provided.
What if I need to receive the order by a specific date?
If you have a specific date requirement, please contact us before placing your order so that we can confirm the possibilities.
What happens if there is an issue with my order when it arrives?
If, when you receive your order, you notice any issue, such as damage to the packaging, the piece or any other problem, please contact us as soon as possible, indicating your details and attaching images. We will study the case carefully and offer you the most appropriate solution, depending on the type of order: pieces, looms or custom textiles.
Can I cancel an order once it has been placed?
In the case of our pieces, cancellation is possible as long as the order has not been shipped.
In the case of custom orders, and according to the quotation presented, the order may be cancelled, but the amount paid as a deposit will not be refunded.
In the case of looms, the order may be cancelled as long as we have not yet processed it with the supplier; we can provide a copy if needed.
If you wish to cancel an order, we recommend contacting us as soon as possible by phone, WhatsApp or email, indicating your details. We will assess each request individually and confirm whether cancellation is possible.
For orders where cancellation is not possible, the exchange or return conditions will apply.
Do you accept exchanges or returns?
Yes, for pieces and looms, within the legal period of 14 days, whether purchased online, by phone or at the workshop, and provided that the piece is in perfect condition and has not been used. Pieces must be returned in their original box and unused.
In the case of looms, they must not have been assembled or used, and all pieces must be returned in their original packaging. If you have any doubts about which loom to choose, please consult this section Ashford 16-shaft table loom, 60 cm or contact us directly; I will help you choose from my experience as a Master Craftswoman.
Custom orders of pieces or textiles created expressly under an accepted quotation, with specific selection of fibers, colours, measurements or design, do not admit exchanges or returns, except in the case of a manufacturing defect.
At present, we cannot assume the cost of exchanges and return shipping; these costs are your responsibility. In all cases, our commitment is to assist you with closeness, clarity and respect, studying each situation carefully and personally.
Delivery incidents.
If your query is related to a delivery problem, such as damage to the package or an issue when receiving the order, please consult the Shipping/Incidents section or contact us so that we can resolve it with you as soon as possible.
Our commitment is to resolve any issue clearly, promptly and personally, so that you feel fully confident throughout the process. Together we will assess the situation and choose the most appropriate solution in each case.
Can I send an order directly as a gift?
Yes. You can indicate a different shipping address and request that the order be prepared as a gift.
Can I ask for it to be wrapped as a gift?
Yes. You can request this when placing your order, at no additional cost. The wrapping paper is brown Kraft paper.
Is the price included in orders sent as gifts?
No. Orders sent as gifts do not include any price information.
Can I add a personalised card or dedication?
Yes. We offer the possibility of including a card with a personalised text or the name of the person receiving the gift. This personalisation refers only to the presentation, not to the piece.
Where do I indicate the text for the card?
You can indicate it during the purchase process or send it to us afterwards by email or WhatsApp, indicating your details.
Does this service have an additional cost?
No. Personalisation in the presentation is part of our careful and personalised service.
What do the textiles in your pieces feel like?
The touch varies depending on the type of fiber and the structure of the weave. As they are natural fibers and handwoven textiles, each piece has its own character. With fibers such as wool, alpaca, cashmere or mohair, which have a natural hairiness, the sensation can be very subjective. If you have any doubts about whether a fiber may feel “itchy”, please choose a different type of fiber. If you feel that sensation, you will always feel it, and we will always advise you not to choose that option. Contact us so that we can advise you from our knowledge and experience.
Does the touch change with use?
With appropriate care, the softness and drape of our pieces are maintained over time. In pieces that include linen, the touch becomes softer and more flexible with washing and use.
Are your pieces and textiles suitable for sensitive skin?
If you have sensitive skin or any type of skin allergy, the fiber we usually recommend is certified organic cotton. Please consult us before confirming your order so that we can help you personally.
How should I care for and maintain your pieces?
Care is simple and can be done at home, except for large rugs, for which you may need the service of a specialised dry cleaner. In general, we recommend hand washing with mild detergent, without wringing, and drying in the shade by placing the piece over a towel wrapped around the clothesline. Store it completely dry in its box or cotton bag, so it remains impeccable and ready to use.
Where can I consult the full care guide?
You can find all the detailed information on our Care of Pieces page, or consult us directly.
Where can I consult information about your courses?
You can find all the information on our Loom Courses page and on each individual course page.
Do I need previous experience?
No. We always start from level zero. Our courses are designed both for people with no previous experience and for those who want to improve and learn our own working methodology.
How can I enrol?
You can enrol through the website or by contacting us directly.
What happens if I cannot attend once I have enrolled?
In that case, please contact us directly and we will look for the most appropriate solution.
What type of looms can I buy through you?
Through us you can buy different types of looms: rigid heddle looms, table looms and floor looms, as well as their accessories.
Will you help me choose the most suitable loom?
Yes. We advise you personally according to your level, objectives and intended use, drawing on the knowledge of a Master Craftswoman.
What type of spinning wheels can I buy through you?
Through us you can buy different types of spinning wheels from different brands, as well as their accessories.
Will you help me choose the right spinning wheel?
Yes. We advise you personally according to your needs, taking into account the brands’ recommendations based on those needs.
Where can I find detailed information about looms, spinning wheels and accessories?
All the information is available on our page about Floor Loom Course, and you can contact us directly for personal advice.
