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At Movil Planet, we work to ensure that orders arrive quickly and securely, with clear information about preparation, dispatch and delivery. Below are our shipping conditions, typical timeframes, destinations and procedures for delivery issues.
1. PRODUCT AVAILABILITY AND ORIGIN
Products sold by Movil Planet are managed and shipped from Spain through our warehouses and partner logistics centres.
Availability and estimated delivery times are shown on each product page and during checkout. Once payment is confirmed or finance approved, we verify availability and begin processing the order.
Order confirmation does not necessarily mean immediate dispatch: some products require additional preparation, verification or transfer between warehouses. If an availability problem prevents us from meeting agreed conditions, we will inform the customer and offer the remedies required by law.
2. DELIVERY DESTINATIONS
We currently deliver to:
- Mainland Spain.
- The Balearic Islands.
We do not currently deliver to the Canary Islands, Ceuta or Melilla. Available destinations, carriers and delivery options are shown at checkout.
3. DELIVERY ADDRESS AND LOCATION
Customers must provide a complete, correct and accessible delivery address with sufficient information for the courier to find the recipient. We accept residential and business addresses within the delivery areas.
We do not deliver to PO boxes, mailboxes or automated parcel lockers. Please check your address before ordering and notify us of any error as soon as possible.
Once logistics processing has started, changing the delivery address may not be possible. Changes depend on the parcel's status and the carrier's operational capabilities.
4. PREPARATION AND DELIVERY TIMES
4.1. USUAL TIMEFRAME
Our usual estimated delivery time is 2–5 working days, depending on the warehouse, availability and logistics requirements. Where a product has a specific timeframe, such as 24–48 working hours, it will be stated on its page or during checkout.
The delivery period applicable to each order is the one communicated before purchase, without prejudice to statutory rights.
4.2. COUNTING WORKING DAYS
Working days generally exclude Saturdays, Sundays and public holidays affecting preparation or delivery. Orders placed at weekends or on public holidays are normally processed from the next working day.
The operational processing period begins once payment is confirmed or financing approved, provided the order can be processed, without prejudice to the statutory maximum delivery periods calculated from conclusion of the contract.
For example, an order paid for on Monday will normally begin processing that day or the next working day, depending on the time of confirmation and warehouse operations.
4.3. PEAK PERIODS
During busy periods, such as Black Friday and Christmas, the usual estimated delivery time may increase to seven working days. Any special timeframe will be communicated before checkout. Occasional logistics disruptions may also occur during holidays and at other times.
4.4. ORDER PREPARATION
An order may remain “Preparing” for several days while it is being processed. A lack of status updates during this stage does not necessarily indicate a problem.
It is not always operationally possible to speed up individual orders or provide an exact delivery date before dispatch. Tracking details will be available after dispatch where the carrier offers them.
5. DISPATCH AND TRACKING
When an order is dispatched, its status changes to “Shipped”, and tracking information is supplied where available.
For services offering delivery on the next working day after dispatch, this estimate depends on the carrier and destination. Tracking information may take time to update after collection.
Delivery dates and time slots supplied by the carrier are estimates unless a service with specific delivery terms has expressly been contracted.
6. SHIPPING COSTS
Shipping charges depend on destination, product and delivery method. The full order price, including shipping and applicable taxes, is shown before purchase confirmation.
Free shipping applies only to orders meeting the advertised requirements. Special delivery services, including cash on delivery, may involve additional charges disclosed in advance.
See our Payment Methods page for details of cash on delivery.
7. SHIPPING INSURANCE AND PROTECTION
Our shipments have transport cover against loss or damage for the value of the contents, up to €3,000 per shipment, subject to the terms of the policy. This helps us manage claims with the carrier.
The insurance, its limits and exclusions do not reduce consumers' statutory rights or Movil Planet's responsibility for correct delivery. If an order exceeds the policy limit, Movil Planet remains liable to consumers as required by law.
8. RECEIVING YOUR ORDER
Delivery takes place when the customer or an authorised third party other than the carrier takes physical possession of the goods. Tracking information, recipient identification and proof of delivery may be used as evidence.
Simply making a parcel available through the carrier does not, by itself, constitute delivery to the consumer.
Please check the external condition of the package on arrival. If there is substantial damage, tearing, opening or evidence of tampering, you may report this to the courier and ask for it to be recorded on the delivery receipt. Where appropriate, you may refuse a visibly damaged parcel and inform us.
9. SHIPPING PROBLEMS, DAMAGE AND CLAIMS
If goods are damaged or missing, the contents are incorrect or any delivery issue arises, please inform us as soon as reasonably possible.
We recommend reporting visible damage within the first 24 hours of receipt to facilitate evidence gathering and carrier claims. This 24-hour period is an operational recommendation and does not remove any statutory consumer rights.
Please contact pedidos@movilplanet.eu and, where possible, include:
- Order number.
- Description of the issue.
- Photos of the outer and inner packaging, where relevant.
- Photos of the affected product, if possible.
- Other relevant delivery information.
Movil Planet will review the issue and take appropriate steps with the carrier, without prejudice to the customer's warranties and other rights.
10. FAILED DELIVERIES ATTRIBUTABLE TO THE CUSTOMER
Customers must provide correct details and reasonably cooperate in receiving their order. If delivery fails for reasons objectively attributable to the customer, such as an incorrect address, unjustified refusal or repeated failure to cooperate after reasonable attempts, additional transport, return or redelivery costs may arise.
Movil Planet may recover only actual, documented, proportionate and legally recoverable additional costs. No automatic penalties will be imposed, and costs arising from errors by Movil Planet or the carrier will not be passed on.
Valid exercise of the right of withdrawal or other statutory consumer rights is not, in itself, a contractual breach. Specific terms for special delivery with collection on arrival, such as cash on delivery, also apply, subject to legal refund obligations.
11. DELIVERY DELAYS
Logistics problems, exceptional circumstances or peak demand may cause delays. Where we learn of a significant problem, we will endeavour to inform the customer and provide an updated estimate when possible.
Delays attributable to the carrier do not, by themselves, release Movil Planet from its statutory obligations to consumers.
Unless another period has been validly agreed, goods must be delivered without undue delay and within 30 calendar days after the contract is concluded, under the applicable law.
If the agreed or statutory delivery period is missed, consumers may exercise their rights under Article 66 bis of Spanish Royal Legislative Decree 1/2007, including, where applicable, granting a suitable additional period and terminating the contract.
You do not have to wait five or seven working days to report an issue or ask about your order.
12. HAND DELIVERY AND PROOF OF RECEIPT
Where goods are handed to a customer or authorised person, we may request a signed delivery note or receipt. This may identify the product by IMEI or serial number where necessary to establish which unit was delivered.
Signing is evidence of receipt of the identified product, although mistakes or problems may be established by other means. A signature does not waive statutory warranty, withdrawal or complaint rights.
13. ORDER STATUSES
You can check orders in the “My Orders” section of your account. Typical statuses include:
AWAITING CONFIRMATION
- seQura: Checking: the finance provider is assessing the application; finance is not yet approved and stock is not reserved.
- Awaiting Bank Payment: payment has not been confirmed; stock is not reserved.
PROCESSING AND DISPATCH
- SeQura: Approved: financing has been approved and processing may begin.
- Payment Accepted: payment has been confirmed and processing begins.
- Confirmed: the warehouse has confirmed the order and availability.
- In preparation: the order is being processed and prepared.
- Ready to ship: the parcel is ready for dispatch, normally expected within the next 48 hours.
- Dispatched: the parcel has been dispatched; tracking may be available.
DELIVERY AND COMPLETION
- Delivered: the system records delivery; the invoice may be available to download.
- Completed: the order has been completed and the invoice sent or made available.
CANCELLATIONS AND REFUNDS
- Canceled: the order has been cancelled.
- Canceled by seQura: the finance provider has cancelled the transaction.
- Partially refunded: part of the applicable amount has been refunded.
- Refunded: the applicable refund has been processed.
Order statuses reflect the operational information available at the time and do not replace contractual rights or obligations.
14. CUSTOMER SERVICE
For order tracking, delivery problems or other shipping questions, contact us:
Orders and shipping: pedidos@movilplanet.eu.
General enquiries: contacto@movilplanet.eu.
Telephone: +34 951 59 26 99.
WhatsApp: +34 651 05 00 19.
Our team will help with questions and shipping issues.