Delivery, Pickup & Returns
Delivery Policies
1. Delivery Areas and Times:
- Coverage Area: We deliver in Manhattan and Brooklyn. For other areas of the city, we encourage you to place an order for UPS delivery from our Nationwide website: www.despanabrandfoods.com or place an order for pickup from Despaña Fine Foods & Tapas Cafe at 408 Broome St, NYC.
- Delivery Times: Deliveries are made between 12 PM and 6 PM, Tuesday through Sunday.
- Same-Day Delivery: Orders placed before 11 AM are eligible for same-day delivery. However, our SoHo store must be called at (212-219-5050) to confirm if possible.
2. Delivery Fees:
- Delivery fees are assessed by the courier depending on your location within the city. All fees go directly to the delivery provider.
- Delivery tips are paid by the customer. A 10% tip to your driver is encouraged.
3. Order Scheduling:
- Orders must be scheduled through our website at checkout.
- Time Slots: Choose from 12 PM – 3 PM or 3 PM – 6 PM delivery windows.
4. Receiving Deliveries:
- Presence Required: Please ensure someone is available to receive the order. The contact number on your order will be the contact for our driver. If no one is present, the order will not be delivered and will be returned to Despaña Fine Foods & Tapas Cafe for pickup or a rescheduled delivery at the cost of the client.
- If instructed to leave the order in a secure location, the client is responsible for that order, and Despaña assumes no responsibility in the event of theft or damage.
Pickup Policies
1. Pickup Location:
- Pickup is available at Despaña Fine Foods & Tapas Cafe, located at 408 Broome St, NYC.
2. Pickup Times:
- Pickup times are from 12 PM to 6 PM, Tuesday through Sunday.
3. Order Preparation Time:
- Please allow 24 hours for your order to be prepared for pickup, unless a priority pickup has been established.
4. Pickup Process:
- Please bring your order confirmation email and a valid ID when picking up your order.
Returns and Refunds
1. Perishable Goods Policy:
- Due to health and safety regulations, we cannot accept returns of perishable goods. However, if there is an issue with your order, please contact us immediately.
2. Damaged or Incorrect Orders:
- If your order arrives damaged or incorrect, please contact our customer service within 24 hours of delivery for a replacement or refund.
3. Refund Processing:
- Refunds will be processed to the original payment method within 5-7 business days.
Missing Orders and Claims
1. Reporting Missing Orders:
- If you do not receive your order within the scheduled delivery window, please contact our customer service immediately.
2. Investigation and Resolution:
- We will investigate all claims of missing orders and provide a resolution within 48 hours.
General Policies
1. Customer Service:
- For any questions or concerns, please contact our customer service at +1 718-779-4971 or email us at Orders@DespanaBrandFoods.com
2. Order Confirmation:
- You will receive an email confirmation with your order details and estimated delivery/pickup time.
3. Order Modifications and Cancellations:
To modify or cancel your order, please call us at least 12 hours before the scheduled pickup time.
Need help?
Contact us at Orders@DespanaBrandFoods.com for questions related to refunds and returns.