Frequently asked questions
How can I buy a piece on the web?
We are a craft workshop and we create our pieces on request. In our online store you have at your availability a catalog of parts that we can adapt to your needs:
Select the pieces you want to buy and add them to the cart, followed by a form where you can write the changes you want to apply so that the objects fit your needs.
Once you have selected all the pieces you want, go to the upper right to open your shopping cart where you will see all the selected products, click on "payment page". You can select between the following payment methods, Pay Pal, credit card or Apple pay.
After filling in all the data, click on continue. The shipping cost is calculated based on weight and shipping address.
Then, select the payment method you prefer and check that all the information you have entered is correct.
Once the purchase process is finished, you will receive a confirmation email.
When the purchase is made, we begin to produce the part immediately. As the pieces are produced manually, they require a process of realization of 3 weeks from the purchase order. When the pieces are finished you will receive another email informing you that they leave our workshop.
You also have the option of making the purchase by phone if it is more convenient for you. In the latter case, you can only choose to pay by PayPal transfer.
If you have any problem or question, do not hesitate to contact us by sending an email to atelier@sagarminaga.com or by calling 656 861 399 from Monday to Friday from 9am to 8pm and Saturdays from 9am to 2pm.
Can I cancel my order?
No problem, to request the cancellation of your order contact us as soon as possible, send us an email to atelier@sagarminaga.com or call us at 656 861 399 from Monday to Friday from 9 a.m. to 8 p.m. and Saturdays from 9 a.m. to 2 p.m.
My order has arrived and I have found a broken part. What can I do?
In this case, we need you to send us a photo of the piece, its box and the shipping label to atelier@sagarminaga.com indicating the order reference and the defect of the piece.
In that same email you can tell us if you prefer to refund the amount, always by the same means by which you made the payment, or do you want us to send you the same item at no cost to you.
Once the process is completed, we will contact you to notify you of the steps that will be taken in this process.
If you have any problem or question, do not hesitate to contact us by sending an email to atelier@sagarminaga.com or by calling 656 861 399 from Monday to Friday from 9am to 8pm and Saturdays from 9am to 2pm.
How can I return my order?
If you want to return the order, you have 30 days from the day of delivery of your order to return the products.
In this case, you can send the products to the following address, clearly indicating in the package which order it corresponds to (with your name and surname as well as the reference of the corresponding order):
Sagarminaga Atelier
Plaza Moraza 6, ground floor 3D
48007 Bilbao.
Spain
Once it has been verified that the products have arrived at the warehouse in the same conditions in which they were sent, we will pay you the amount of the returned products (shipping costs excluded) through the same payment procedure as the one you used to make the purchase.
If you have any problem or question, do not hesitate to contact us by sending an email to atelier@sagarminaga.com or by calling 656 861 399 from Monday to Friday from 9 a.m. to 8 p.m. and Saturdays from 9 a.m. to 2 p.m.