Online Store of the Museo Nacional Thyssen-Bornemisza

Terms of sale. Information on shipping, payments, returns, warranty, and claims.

What is this website and how does it work?

The online store of the Thyssen-Bornemisza Collection Foundation (hereinafter: "the Foundation") is a website through which the Foundation offers a distance selling service for products and publications aimed exclusively at adults acting as end consumers, residents of Spain or one of the states specified in the order form.

In this online store, we offer this service with a vocation for excellence, characterized by secure payments, guaranteed privacy, home delivery within the timeframe offered via a courier service, and the possibility of returns and refunds of the order amount, for any reason or need, within 14 calendar days of delivery.

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

Once you've added the products to your shopping cart, enter your customer information so we can process your order. Check that all information is correct, select your payment method, and once payment is made, your order will be confirmed. After completing this process, you will receive your items within the specified timeframe.

Prices

The prices shown on this website by default include VAT and do not reflect shipping costs. Once you register as a user, prices will be shown with VAT in Spain or your country, or without VAT, depending on the default shipping address and whether you are a company registered with VIES, all in accordance with current legislation. The prices on this website are not necessarily the same as those in our Museum Bookshop, and the fact that a specific offer or price is offered here does not imply that these same conditions are offered in the Museum Bookshop, or vice versa.

Payment methods

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

We guarantee that every payment is completely secure. The Foundation's online store adheres to security protocols that aim to prevent fraudulent use of credit and debit cards.

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

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

Billing and taxes

You can request a full invoice and enter specific billing information when providing your shipping information. You can indicate whether you want a full invoice and whether it should be issued to a self-employed person, a business, etc. If you don't indicate that you want a full invoice and the details to which it should be issued when 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 receipt) that will not include your tax information.

The VAT (Value Added Tax, applicable in Spain) for each item is already included in the price shown in the product details and in the shopping cart if you place your order for delivery or shipping in mainland Spain or the Balearic Islands or if you select "Pick up at the museum shop."

Likewise, if you place your order from another country in the European Union, the corresponding VAT rate for that country will be applied, in accordance with current EU e-commerce legislation.

If you have a company in an EU country other than Spain and are registered in the VIES directory to benefit from VAT exemption on intra-EU transactions, when you enter your company information when creating your user account on this website, our website connects with VIES and validates that you qualify for this exemption. If you have any problems, please contact us at tienda.pedidos@museothyssen.org

Tax-free

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

International and customs regulations

Expenses arising from the passage of an order through customs in the destination country or territory, such as tariffs, taxes, and other customs fees, as well as the processing of such procedures in the order's destination countries (non-EU countries) and in EU territories with special tax conditions such as the Canary Islands, Ceuta, Melilla, and others, are not included in the product price or shipping costs.

International parcel shipping regulations require the sender by law to include a triplicate invoice as accompanying documentation, without which no shipment will be processed. Using this documentation, the customs authorities of the destination country or territory calculate the applicable legal fees upon arrival. The shipping company may charge you a small fee for processing these procedures with the customs authorities. You will be required to pay the corresponding amount upon arrival in your country or territory, depending on the case and upon request from the shipping company and/or the competent authorities.

Shipping conditions

If you request shipping to the address you provide for your order, it will be delivered via a home delivery courier service. You can receive your order at the address indicated. Please note that shipments to PO boxes are not accepted, and that there are a few countries experiencing serious conflict to which the courier companies we work with do not deliver. Except for promotions in which we offer free shipping, you, the customer, are responsible for paying these costs.

You'll be able to see the shipping costs you'll have to pay after adding items to your cart and entering your country, province, and postal code. You'll be informed of the exact shipping costs before confirming your order and making payment.

Depending on the destination, weight, and dimensions of the products, the fees corresponding to this online store's rates will apply. We indicate the minimum amounts for the most common destinations here:

Shipping to Madrid city: starting at €4.25 for orders up to 5 kg and measuring no more than 100 cm (width + height + length combined). Shipping above this minimum will be charged based on weight and volume.

Shipping to the rest of mainland Spain: starting at €7.50 for orders up to 5 kg and measurements no larger than 100 cm (width + height + length). Shipping above this minimum will be charged based on weight and volume.

Shipping to the Canary Islands, Balearic Islands, Ceuta, and Melilla: starting at €9.50 for orders up to 2 kg and measurements no larger than 100 cm (width + height + length). Shipping above this minimum will be charged based on weight and volume.

International shipments to EU countries: starting at €16.00 for orders up to 1 kg and measurements no larger than 100 cm (width + height + length). Beyond this minimum, charges will be based on weight and volume.

We suggest you check the exact shipping cost before confirming and paying for your order. Add the items you're interested in to your cart and click "Checkout." After filling in your country, province, and postal code, you'll see the corresponding amount.

If you specify delivery days and times, we will forward this information to the shipping company that ships your order. However, they are not obligated to follow these instructions, and we cannot guarantee that they will be honored. It's important to keep an eye on your phone, as they often call to coordinate delivery with you.

Pickup at the Museum Store in Madrid

You can choose to request pickup at our Museum Bookstore in Madrid without incurring shipping costs. If you selected the "Pickup in Store" option, please allow at least 24 hours before picking up your order, and between 5 and 9 business days if it includes a Print on Demand item. Add an additional 24 hours if your order is placed between Friday afternoon and Sunday. Please note our store hours:

Monday: 12:00h - 16:00h
Tuesday to Sunday: 10:00 a.m. - 7:00 p.m.

(Check the Museum's main website here to confirm special hours and holiday closures)

If you select this option, we promise to deliver your order to you at our Museum Bookstore in Madrid, Spain. Our Museum operates independently of other state museums or museums that share the Thyssen name, and we cannot offer you the option to pick up your order at 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 at the Museum store and will be stored in our warehouse. After this period, you will need to give us two business days' notice before picking up your order so we can guarantee that you will be able to receive it when you come to collect it.

Shipping process

After confirming and paying for an order, you will receive a confirmation email. If you requested delivery to an address and would like to know the status of your shipment, you can request the details at tienda.pedidos@museothyssen.org so we can track it with the courier company used. When placing an order and requesting delivery, you agree to provide a complete delivery address that is not a PO box and can be delivered within normal delivery hours (8:00 a.m. to 8:00 p.m., Monday through Friday). Failure to comply with this commitment may result in delays. Due to the provision of an incomplete or incorrect address, or because no one is available to accept the order, the carrier may determine that it is impossible to deliver the requested order. If this circumstance arises and the carrier returns the order to our warehouse, you will be responsible for any costs charged by the carrier for the return, as well as any costs if you request a new delivery. All of this is within the timeframe and conditions we have for withdrawal (order cancellation).

You should also know that unfortunately, shipping companies do not accommodate requests to deliver at a specific time or to notify you before delivery, so we cannot guarantee that any instructions you give us in this regard will be honored.

Home delivery times

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

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

* For print-on-demand products, delivery times vary depending on the product and delivery location and may be up to 3 days longer than the stated delivery time.

Delivery times may also be affected by circumstances beyond the control of the Foundation or the carrier, such as strikes, weather incidents, public disturbances, traffic accidents, etc. The Foundation assumes no liability 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 Foundation's online store aims to provide the best possible service. Except in the cases detailed below, if for any reason you are not satisfied with your order, you may cancel it and, if you have already received it, return the items you ordered within 14 calendar days of receiving or collecting the order and receive a refund of the full purchase amount, including shipping costs. To make a return, please notify us as soon as possible by completing the form found here.

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

The right of withdrawal (return) will also not apply to the purchase of sound recordings, video recordings, computer programs that have been unsealed, or items that, due to their nature, cannot be returned or may deteriorate or expire quickly.

Once we receive your notification of intent to return an order, we will acknowledge receipt without delay and inform you how to proceed to make the return as easy as possible. The product or products ordered must be returned in perfect condition (must be in good working order). If the return is not made in the original packaging or shrink-wrapped, it will be deemed that the product has suffered depreciation, which the Foundation will estimate fairly and proportionately and deduct from the refund.

For orders delivered to mainland Spain, returns are always free of charge. The Thyssen-Bornemisza Collection Foundation will cover the return shipping costs for home delivery orders, except in the following cases: When the order has benefited from a promotion for which shipping costs were waived. In these cases, the shipping costs from the delivery address indicated by the customer to the Museum 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 wish to make a partial refund, please note that if, after deducting the amount of the items you return, the total 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 your refund that may correspond to you.

In the case of orders with pickup at the Museum Store, the customer must bring or send the order at their own expense and only after we have given our approval for the return.

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

Important: The Museum Store will not accept returns of orders from the online store. These returns must be processed as described above by contacting us in advance by email or filling out the form. You must wait for a response before proceeding.

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

Refunds will be issued using the same payment method used for the purchase. These refunds will be issued as soon as possible and within the legally established timeframes and in compliance with the terms and conditions of the return, once the return has been received.

Legal guarantee

We remind you that there is a legal guarantee for the goods we sell. We are liable for any defects reported to us within a period of three years from the date of delivery of the order. Unless proven otherwise, any lack of conformity that becomes apparent within two years of delivery of the goods will be presumed to have existed at the time of delivery. If the product is defective, we are responsible for solving the problem. This guarantee does not cover defects caused by negligence, impact, improper use or handling, or materials subject to wear and tear from normal use. In cases where a claim under this guarantee is justified, the Foundation will repair, replace, discount, or refund the item under the legally established terms at no 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 (cancel or return items from an order) does not limit your statutory warranty rights, to which you will continue to be entitled. You can contact us at the following address: tienda.pedidos@museothyssen.org. To exercise your warranty rights for sales made through this online store, we ask that you provide your order number.

In cases where we verify that the damage or defect is not due to manufacturing, nor due to handling by the Foundation or the shipment, the Foundation's decision will be communicated to the customer by email. If the Foundation has received the return of the rejected items, these will remain at your disposal for 2 months at 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, located at: Museo Nacional Thyssen-Bornemisza, Paseo del Prado 8, Madrid.