Frequently Asked Questions
Most Asked Questions
How can I track my shipment?
When your order leaves our warehouse, you will receive the corresponding tracking information by email. If you cannot find that email or need help, write to us at hello@elmoderno.es and we will review it with you.
You can also check the status of your order through our chat.
Additionally, if you have created an account, you can track your order by logging in and checking your order from there.
I did not receive my 10% first purchase discount code.
If you have subscribed to the newsletter and have not received your code, first check your spam, promotions, or junk mail folder. If it is not there, write to us at hello@elmoderno.es and we will review it with you.
How long will my order take to arrive?
We prepare orders within up to 2 business days. Once ready, we hand them over to the courier company, and from that moment, the shipping time begins.
Please note that these delivery times are approximate and may be affected by incidents or delays beyond our control. In addition, shipments are not made on weekends or public holidays.
You can check the conditions according to your shipping area here.
Do you ship to the Canary Islands and internationally?
Yes, we ship to the Canary Islands and also internationally. Some products may have specific restrictions depending on the destination or type of item.
You can check the conditions according to your shipping area here.
I want to return my order. How do I do it?
If you want to return your online order, you must notify us within 14 calendar days from receipt. Write to us at hello@elmoderno.es and we will tell you how to manage it.
Review all the details of our return policy here.
I need an invoice for my order.
If you need an invoice, write to us at hello@elmoderno.es with your order number and tax details so we can issue the invoice with the correct information.
My order arrived broken or damaged. What should I do?
If your order arrived damaged or broken due to mishandling by the transport company, you have 48 hours to contact us at hello@elmoderno.es, attaching photos/videos that clearly show the issue.
My order seems lost, appears as delivered, or is not moving.
If the tracking information is not updating, appears as delivered but you have not received it, or the order seems to be stuck, write to us at hello@elmoderno.es with your order number, and we will review the issue with the transport company.
Orders and Changes
I entered some order information incorrectly. What should I do?
If you made a mistake with the email, address, or product in your order, write to us as soon as possible at hello@elmoderno.es so we can review it.
The sooner you contact us, the more likely it is that we will be able to correct it before the order leaves our warehouse.
Can I change or cancel my order?
It depends on the status of the order.
If it has not yet been prepared or shipped, we will review whether the change or cancellation is possible. It is best to contact us as soon as possible at hello@elmoderno.es.
I have not received the order confirmation email.
Check your spam, promotions, and junk mail folders. If you cannot find it, write to us at hello@elmoderno.es with your full name and, if you have it, proof of payment so we can locate your purchase.
Can I combine shipping and in-store pickup in the same order?
No. If you want to order some products for shipping and others for in-store pickup, you will need to place two separate orders.
Can I exchange a product for another one after receiving it?
Yes. For online purchases, you have 14 calendar days from receipt to notify us of your intention to exchange the item by writing to hello@elmoderno.es.
Once we receive your message, we will confirm availability and whether the exchange is possible.
After that, you will need to send the product to our store or bring it in person. The new shipment will be at your expense.
Once we receive the original product and check its condition, we will proceed to send you the new item.
Shipping and Delivery
How long will my order take to arrive?
We prepare orders within up to 2 business days. Once ready, we hand them over to the courier company, and from that moment, the shipping time begins.
Please note that these delivery times are approximate and may be affected by incidents or delays beyond our control. In addition, shipments are not made on weekends or public holidays.
You can check the conditions according to your shipping area here.
Do you offer free shipping?
Yes, free shipping depends on the destination and the order amount. You can check the conditions here.
Do you ship internationally?
Yes, we ship to multiple international destinations. You can check the shipping conditions according to your country here.
Can all products be shipped?
Not all of them. Some products may have special conditions, such as pre-order, made-to-order, shipping restrictions, or availability only for in-store pickup.
If an item has any special conditions, you will see it indicated on its product page.
Can I pick up my order in-store?
Yes, you can select the in-store pickup option at checkout.
To pick it up, you will need the confirmation email and an identification document.
Do you offer gift wrapping?
Yes, we offer gift wrapping. You can select it in your cart before proceeding to checkout.
If you choose to wrap several products, we will assume they should go in a single package.
If you want any of them to be wrapped separately, you can indicate this in “Order notes.”
Do you offer a personalized note or gift receipt?
Currently, we do not offer a personalized note service for online orders.
As for the gift receipt, it is only available for purchases made in the physical store.
For online orders, if you need to manage an exchange, you can write to us at hello@elmoderno.es and we will help you.
Returns and Incidents
I want to return my order. How do I do it?
If you want to return your online order, you must notify us within 14 calendar days from receipt. Write to us at hello@elmoderno.es and we will tell you how to manage it.
Review all the details of our return policy here.
Who pays the return shipping costs?
For returns due to withdrawal, the return shipping cost is paid by the customer. If it is an error or an incident attributable to the store, we will review your case.
Review all the details of our return policy here.
When will I receive my refund?
Once the return has been approved, the refund will be made using the same payment method used for the purchase. The time it takes to appear in your account will depend on your payment method and bank.
My order arrived broken or damaged. What should I do?
If your order arrived damaged or broken due to mishandling by the transport company, you have 48 hours to contact us at hello@elmoderno.es, attaching photos/videos that clearly show the issue.
Review all the details of our return policy here.
I received the wrong product.
If you have received the wrong item, write to us at hello@elmoderno.es indicating your order number and attaching photos of what you received, and we will tell you how to manage it.
The product has a manufacturing defect.
If any product received has a manufacturing defect, you must contact us at hello@elmoderno.es, attaching photos/videos that clearly show the issue.
Review all the details of our return policy here.
Can I return an online order at the physical store?
Yes, you just need to bring the product or products you want to return in the same condition in which you received them. If the return is accepted, the refund will be processed immediately. The time it takes to appear will depend on your payment method and bank.
Review all the details of our return policy here.
My order seems lost, appears as delivered, or is not moving.
If the tracking information is not updating, appears as delivered but you have not received it, or the order seems to be stuck, write to us at hello@elmoderno.es with your order number, and we will review the issue with the transport company.
Payments and Invoicing
Can I pay with Klarna?
Yes. We offer Klarna as a payment option, subject to availability at checkout.
What payment methods do you accept?
We accept card payments Visa, Mastercard, American Express, Maestro, and UnionPay, as well as Shop Pay, Google Pay, Apple Pay, PayPal, Klarna, and Bizum.
The available options will be shown at checkout.
I have a payment issue. What should I do?
If the payment gateway gives an error or you are not sure whether the order was completed correctly, check whether you have received the confirmation email.
If you do not have it, write to us at hello@elmoderno.es with as much detail as possible about the situation, and we will check it.
I need an invoice for my order.
I did not receive my 10% first purchase discount code.
If you have subscribed to the newsletter and have not received your code, first check your spam, promotions, or junk mail folder. If it is not there, write to us at hello@elmoderno.es and we will review it with you.
Stock and Restocks
Can you notify me when a product is back in stock?
If a product is sold out, you will see the “Notify me when available” option on its product page. We recommend leaving your email so you can be notified automatically as soon as it becomes available again.
Is the stock on the website up to date?
We work to keep availability as up to date as possible. Even so, for highly demanded products or specific launches, availability may change quickly.
Does the online stock match the stock in the physical store?
In general, most products are sold both online and in the physical store, so the stock usually matches.
However, for highly demanded products, occasional discrepancies may occur.
In addition, some items may be exclusive to one channel, either online only or physical store only, so they will not always be available in both.
Product and Advice
Are the products exactly the same as in the photos?
We try to show each product as accurately as possible, but there may be small variations in color or finish depending on the screen, lighting, or manufacturing process.
Can I ask you about a specific detail before buying?
Yes. If you want to confirm any important detail before placing your order, write to us at hello@elmoderno.es and we will be happy to help.
Special Orders, Collaborations, and Special Services
Do you handle special orders?
If you are looking for a specific size, a print in a special format, or a particular request, write to us at hello@elmoderno.es with your request, and we will review whether it is possible.
Can you order a product from a brand you work with even if it is not listed in the online catalog?
Contact us at hello@elmoderno.es with the exact reference, and we will review whether it is possible to get it.
Do you offer a professional discount?
If you are a design or architecture professional, you can send us your professional details at info@elmoderno.es so we can evaluate your case and, if applicable, apply the professional discount.
I want to propose a brand or marketing service.
You can write to us at info@elmoderno.es with your proposal so the team can evaluate it internally.
We receive many requests, so we appreciate your patience while we review each one with the attention it deserves.
TRAVELER’S Company: Launches, Pre-Orders, and Events
Do you have pre-orders, special launches, or Traveler’s Company events?
El Moderno Concept Store is a TRAVELER’S Company Partner Shop.
As a Partner Shop of the brand, we carry out special launches, pre-orders, and occasional restocks. We communicate all news through our usual channels, such as the newsletter and social media, so we recommend following us to stay up to date.
What happens if I combine in-stock products with a pre-order item?
If you include in-stock products together with a pre-order product in the same order, the entire order will be shipped when the pre-order item is available.
For example, if a pre-order product is scheduled to ship in mid-April, the entire order will be shipped at that time.
If you prefer to receive the available products earlier, we recommend placing two separate orders.
Gift Cards
Do you have gift cards?
Yes, we offer virtual gift cards. We do not offer a physical format.
They can be used both in our online store and in the physical store.
How do gift cards work?
Our gift cards are virtual. We do not offer a physical format.
Once the purchase is completed, you will receive an email with instructions on how to redeem it at checkout.
Where can gift cards be used?
Gift cards can be used both in our online store and in the physical store.
Can a gift card be used across several orders?
Yes, gift cards can be used for more than one purchase until the balance is fully spent.
Do they have any additional cost or expiration date?
No, our gift cards do not have any additional charges.
About El Moderno
What is El Moderno Concept Store?
We are a family-run concept store in Madrid with a selection of original and elegant objects by local and international designers.
Do you have a physical store?
Yes. We have a physical store in Madrid, at Corredera Baja de San Pablo, 19, 28004, in Malasaña.
Find the easiest way to get there here.
What are your physical store opening hours?
We are open Monday to Sunday, from 11:00 AM to 9:00 PM.
What type of products can I find?
We carry categories such as homeware, stationery, graphic art, accessories, gifts, and Madrid souvenirs. We also offer a wide selection by brand, budget, occasion, and style.
Do you have selected brands and designers?
Yes. Our store features a curated selection of local and international brands and designers and includes a section with featured brands.