Terms of sale. Information on shipping, payments and returns

What is this website and how does it work?

The online store of the Fundación Colección Thyssen-Bornemisza (hereinafter: "the Foundation") is a website through which the Foundation offers a distance sales service for products and publications aimed exclusively at persons of legal age who act as end consumers, resident in Spain or in one of the states specified in the order form.

In this online store we offer you this service with a vocation for excellence, characterized by payment security, privacy guarantee, home delivery within the time frame offered through a courier service, with the possibility of return and refund of the order amount, for any reason or need, during the 14 calendar days following delivery of the order.

Purchasing is a simple process, you just have to follow the steps and instructions. You can find the products either through the categories menu or directly in the search engine, where you can enter a search term. You can view the products you are interested in, you can enlarge the photo to see the item in greater detail, see characteristics, measurements, colors and price, and you can add it to the shopping cart by entering the desired quantity and clicking on the text "Buy". You can add as many products and as many units as you want, and at any time you can go to your shopping cart to see the selected items.

Once you have added the products to the shopping cart, enter your customer details so that we can process your order, check that all the details entered are correct, select the payment method and, once payment has been made, your order will be confirmed. After completing this process, you will receive the items within the indicated time frame.

Prices

The prices shown on this website include VAT and do not reflect shipping costs. The prices on this website do not necessarily have to be the same as those in our Museum's Bookshop and the fact that a certain offer or price is offered here does not imply that these same conditions are offered in the Museum's Bookshop or vice versa.

Payment methods

The following payment methods are accepted for making your purchases:
Cards: Visa, Mastercard and American Express.

PayPal

We guarantee that each payment is made in complete safety. The Foundation's online store adheres to security protocols that attempt to prevent fraudulent use of credit and debit cards.

To do this, after entering your card details and in order to confirm the payment with your bank, in some cases you will have to follow the additional instructions that appear on the screen to authorize the operation by entering a security code associated with your card for use in electronic commerce or by using a single-use numerical code sent to your mobile phone.

In some cases, you may need to contact the bank that issued the card to activate its use for online payments.

Billing and taxes

It is possible to request a full invoice and enter specific billing information when providing your shipping information. You can indicate whether you want a full invoice to be issued and whether it should be issued to a self-employed person, company, etc. If you do not indicate that you want a full invoice and the information to whom it should be issued at the time you place the order, in most cases (all sales to Spain except Ceuta, Melilla and the Canary Islands and outside the EU) we will issue a simplified invoice (traditionally called a ticket) where your tax information will not appear.

The VAT (Value Added Tax, applicable in Spain) corresponding to each item is already included in the price that appears in the product details and in the shopping cart if you place your order for delivery or shipment in mainland Spain or the Balearic Islands.

Tax-free

It is not possible to request a VAT refund as it only applies to products purchased in the Museum shop by a non-resident and transported by the resident, but it does not apply to online sales.

International and customs regulations

The costs arising from the passage of an order through the customs of the country or territory of destination, such as tariffs, taxes and other customs costs and the management of said procedures in the countries of destination of the order - not belonging to the European Union - and in EU territories with special tax conditions such as the Canary Islands, Ceuta, Melilla and others, are not included in the price of the product or in the amount of shipping costs.

International regulations on parcel shipments require the sender by law to attach a triplicate invoice as accompanying documentation to the shipment without which no shipment will be accepted for processing. Using this documentation, the customs authorities of the destination country or territory calculate the legal fees that must be applied upon arrival. For its part, the transport company may charge you a small amount for handling these procedures with the customs authorities. You will have to pay upon arrival in your country or territory, depending on each case and upon request of the transport company and/or the competent authorities, the corresponding amount that is required of you.

Shipping conditions

If you request delivery to the address you provide us for your order, the delivery will be made through a home courier service through which you can receive your order at the address indicated. You must bear in mind that deliveries to PO boxes are not accepted and that there are a few countries in serious conflict situations to which the courier companies we work with do not deliver. Except for promotions in which we offer free shipping costs, you as the customer will be the one who must pay these costs.

You will be able to find out the shipping costs you would have to pay in the shopping cart as you add items using the Pay button and onces you have indicated country, province and postal code. You will have information on the exact amount you will have to pay for shipping costs before confirming your order and making the payment.

Depending on the destination, weight and dimensions of the products, the costs corresponding to the rates of this Online Store will apply. Here we indicate the minimum amounts for the most common destinations:

• Shipping to Madrid city: from €4.25 for orders up to 5 kg and measurements of no more than 100 cm resulting from the sum of width + height + length. From this minimum cost, prices will be charged by weight and volume.
• Shipping to the rest of mainland Spain: from €7.50 for orders up to 5 kg and measurements of no more than 100 cm resulting from the sum of width + height + length. From this minimum cost, prices will be based on weight and volume.
• Shipping to the Canary Islands, Balearic Islands, Ceuta and Melilla: from €9.50 for orders up to 2 kg and measurements of no more than 100 cm resulting from the sum of width + height + length. From this minimum cost, prices will be charged by weight and volume.
• International Shipping to EU countries: from €16.00 for orders up to 1kg and measurements of no more than 100cm resulting from the sum of width + height + length. From this minimum cost, prices will be based on weight and volume.

We suggest you check the exact amount you would have to pay for shipping costs before confirming and paying for an order. Add the items you are interested in to the cart and click on "Check Out". After filling in the country, province and postal code details, you will be able to see the amount corresponding to shipping.

If you indicate delivery days and times, we will pass this information on to the transport company that will send your order, but they are not obliged to follow these instructions and we cannot guarantee that they will be taken into account. It is important that you keep an eye on your phone as they often call you to coordinate delivery with you.

Pick up at the Museum Store in Madrid

You can choose to request collection of your order at the Bookstore of our Museum in Madrid without having to pay shipping costs. If you selected the "Pick up in store" option, allow at least 24 hours before picking up your order and 5 working days if it includes a print-on-demand item. Add 24 hours more if you place your order between Friday afternoon and Sunday. Please note our store hours:

Monday: 12:00h - 16:00h
Tuesday to Sunday: 10:00h - 19:00h

(Please check the Museum's main website here to confirm special hours and closing days on holidays)

If you select this option, we undertake to make your order available to you in the Bookshop of our Museum in Madrid, Spain. Our Museum operates independently from other state museums or museums that share the Thyssen name and we cannot offer you the possibility of collecting your order in any of these museums.

Please note that if you request this option, after 3 months your order will no longer be available for immediate delivery to the Museum shop and will be stored in our warehouse. After this period, you will have to notify us 2 working days in advance before coming to collect your order so that we can guarantee that you will be able to take your order with you when you come to pick it up.

Shipping process

After confirming and paying for an order you will receive a confirmation email. If you have requested delivery to an address and want to know where the shipment is, you can request the details from us at tienda.pedidos@museothyssen.org to track the shipment with the courier company used.

When placing an order and requesting delivery, you agree to provide a complete delivery address for the order, which is not a PO box and where the order can be delivered during normal delivery hours (8:00 a.m. to 8:00 p.m. Monday to Friday). If you fail to comply with this commitment, delays may occur. It may be the case that, due to having provided an incomplete or incorrect address or because there is no one to receive the order, the carrier may determine that it is impossible to deliver the requested order. If this occurs and the carrier returns the order to our warehouse, you will be responsible for any costs that the carrier may charge us for the return, as well as the costs if you request that we resend the order, all within the time frame and conditions that we have for withdrawal (cancellation of orders).

You should also know that, unfortunately, transport companies do not respond to requests to deliver at a certain time or to notify you before delivery, so we cannot promise that if you give us instructions in this regard, they will be met.

Home delivery times

The usual delivery times, from when the order leaves our warehouse, are as follows:

• Shipping to the Peninsula and Balearic Islands: 2 to 6 business days *
• Shipping to the Canary Islands: 5 to 7 business days *
• International Shipping: 2 to 9 business days *

* In the case of shipping Print on Demand products, delivery times vary depending on the product and the delivery location and may increase by approximately 3 days beyond the times indicated in each case.

Delivery times may also be affected by circumstances beyond the control of the Foundation or the carrier, such as strikes, weather incidents, public unrest, traffic accidents, etc. The Foundation will not assume any responsibility for such delays. However, in the event of loss or damage to the order during transport, the Foundation undertakes to send you a new order at no additional cost and under the same conditions as the initial order.

Return policy

The aim of the Foundation's online store is to provide the best possible service. Except in the cases detailed below, if for any reason you are not satisfied with your order, you can cancel it and, if you have already received it, return the items you have ordered, within a period of up to 14 calendar days from receipt or withdrawal of the order and receive a refund of the full purchase amount, i.e., including shipping costs. To make a return, please notify us as soon as possible by filling out the form that you will find here.

The right of withdrawal (return) will not be applicable in the provision of services for the production of goods made according to the client's specifications, as is the case with the Print on Demand service.

The right of withdrawal (return) will not apply in the case of the acquisition of sound recordings, video recordings, computer programs that have been unsealed or those items that, by their nature, cannot be returned or may deteriorate or expire quickly.

Once we have received notification of your intention to return an order, we will acknowledge receipt without delay and tell you how to proceed to make the return as easy as possible. The product or products in the order must be returned in perfect condition (it must be in good working order). If the return is not made in the same original packaging or shrink-wrapping, it will be understood that the product has suffered a depreciation that will be estimated by the Foundation in a fair and proportionate manner to be deducted from the amount to be refunded.

For orders delivered to mainland Spain, returns are always free of charge. The Fundación Colección Thyssen-Bornemisza will cover the shipping costs for the return of the order in the case of orders to be delivered to a home address. This is except for cases in which the order has benefited from a promotion for which shipping costs have not been charged. In these cases, the amount of the shipping costs from the delivery address indicated by the customer to the Museum's store warehouses will be deducted from any refund that may be made.

Likewise, when a home delivery order has benefited from a free shipping promotion subject to exceeding a minimum amount and you want to make a partial refund, keep in mind that if, after deducting the amount of the items you return, the total of the order (excluding shipping costs) is less than the minimum amount required to benefit from the promotion, the shipping costs from our store to the shipping address that were not initially charged to you will be deducted from the refund that may correspond to you.

In the case of orders to be collected at the Museum Store, it is the customer who must bring or send the order at their own expense and only when we have given our consent to the return.

For orders delivered outside mainland Spain and in other countries, the cost of returning the product must be assumed by the customer.

Important: The Museum Store will not accept returns for orders from the Online Store. These returns must be handled as described above by contacting us in advance by email or filling out the form and waiting for a response before doing anything else.

It is not possible to exchange a chosen item for another.

Refunds will be made using the same payment method used for the purchase. These refunds will be made as soon as possible and within the legally established deadlines once the return has been received and the terms and conditions of return have been respected.

Legal guarantee

We remind you that there is a legal guarantee for the goods we sell. We are liable for any defects that you report to us for a period of three years from the delivery of the order. Unless proven otherwise, it will be presumed that any defects that become apparent within two years of delivery of the goods already existed when they were delivered. If the product is defective, we are responsible for solving the problem. The coverage of this guarantee does not cover defects caused by negligence, knocks, improper use or handling, or materials subject to wear and tear due to normal use. In those cases where the claim is justified under this guarantee, the Foundation will proceed to repair, replace the item, discount or return it, under the legally established terms without any additional cost to you once we receive the returned product and verify that the damage or defect is due to manufacturing, handling by the Foundation or shipping. The option to withdraw (cancellation or return of items in an order) does not limit your legal warranty rights, to which you will continue to be entitled. You can contact us at the following address: tienda.pedidos@museothyssen.org . To exercise the warranty right for sales made through this online store, we ask that you provide the order number.

In cases where we verify that the damage or defect is not due to manufacturing or manipulation by the Foundation or the shipment, the Foundation's decision will be communicated to the customer by email and if the Foundation has received the return of the rejected items, these will remain at your disposal for 2 months in the Museum Store (Paseo del Prado, 8 Madrid - 28014) where you can collect them or request their shipment, paying in advance all the costs of the new shipment.

Complaint forms

Complaint forms are available at the information desk of our Museum, at: Museo Nacional Thyssen-Bornemisza, Paseo del Prado 8, Madrid.