Sales conditions. Information regarding shipping, payments and returns
- How does this website work?
- Payment methods
- Invoicing and taxes
- International customs regulations
- Collect in our Museum Shop / Bookshop option
- Delivery process
- Delivery times
- Legal Guarantee
- Claim Forms
How does this website work?
The online shop of the Fundación Colección Thyssen-Bornemisza (hereafter referred to as the FOUNDATION) is a website via which the Foundation sells products and publications to end users above the age of 18. Users can be either resident in Spain or in those countries included in the order form.
Our online shop focuses on providing an excellent service; we offer safe payment methods, guaranteed data privacy, punctual product delivery by courier, and a return and refund option, for whatever reason, within 14 days of receipt.
The purchasing process is straightforward; you simply have to follow the instructions step by step. You can find the items you want by browsing through the different categories or by entering your search term directly into the search box. You can view pictures of all the products you are interested in, zoom in on the images to see products in greater detail, view product information, sizes, colours and prices. To add the item to your shopping cart, simply click on the ‘buy’ button (specify the number of units required if more than one before clicking on the ‘buy’ button). You can purchase as many products as you want and can always return to your cart to check the items you have selected.
Once you have added your items to the shopping cart, fill in your details so that we can process your order. Please check that all the information given is correct. Then select your payment method. Once you have made your payment, your order will be confirmed and you will receive your items within the specified timeframe.
The prices shown on this webpage are not necessarily the same as those in the Museum Shop / Bookshop. They all include VAT unless indicated (if you buy from outside the UE, Canary Island, Ceuta or Melilla) but do not include shipping costs. A special offer or online price does not mean that the same offer is available in the Museum Shop / Bookshop or vice versa.
You can choose from the following payment methods to purchase your products:
Cards: Visa, Mastercard, JCB and American Express.
We guarantee that every payment you make is totally secure. The Foundation’s online shop follows strict security protocols to avoid the fraudulent use of credit and debit cards.
Therefore, in some cases, once you have filled in your card details you will be asked to confirm the payment. An additional step will appear on your screen allowing you to authorise the operation either by entering the security code linked to your card for online purchases or by typing in a one-off code that will be sent to your mobile telephone.
In some cases you may have to get in touch with your bank in order to activate your card to make online purchases.
Invoicing and taxes
You will be able to enter your billing details when providing your shipping information. You can indicate whether you would like to receive a complete invoice for tax purposes and whether it should be issued to a company. In most cases, unless you ask for a complete invoice for tax purposes we will issue a simpler invoice with delivery address but no invoicing legal details (this is the case in all orders from Spain, except Canary Islands, Ceuta or Melilla and all orders from outside the EU) that is valid for custom clearance but not always for tax deductions and other legal requirements. We cannot guarantee that we will be able to cancel the already issued invoice and issue a new invoice with different information or of a different kind at a later date.
VAT (Value Added Tax, called IVA in Spain) is included in the price of every product unless indicated (if you buy from outside the UE, or from Canary Island, Ceuta or Melilla). You will be able to see the breakdown of the price of each product in the shopping cart. If you are purchasing for your company and it’s an European company with a VIES-registered VAT number you will benefit from VAT exemption if you fill in the complete company billing details including VAT number before paying for the order and such number si validated by the VIES online service.
Tax-free: You cannot apply for a VAT refund as this only applies to products purchased in the Museum Shop / Bookshop by a non-resident. VAT refunds do not apply to online sales.
International customs regulations and custom taxes
Customs costs and tariffs levied in the destination country, if not in the European Union or in one of the UE territories with particular tax exemptions or conditions, are not included in the product price or in the shipping costs.
International shipment regulations legally require the sender to include copies of the invoice with the order. Without these copies the delivery process cannot be completed. With these documents customs officials in the destination country or territory will be able to calculate any taxes that have to be paid. You will have to pay the amount that the authorities in your country stipulate on arrival. The shipping company will be in charge of clearing these taxes, informing you and collecting payment for all taxes and custom duties and might charge a small fee for this.
If you select shipping for your order it will be delivered by courier to the address you specified. Please note that deliveries cannot be made to PO Boxes or to countries in which our couriers do not operate. Except with promotions that offer free shipping, or when the “Collect from our Museum Shop” option is slected, the customer must cover the shipping costs.
You can check the exact shipping cost in the shopping cart as you add products once you have entered the country, province/state/region and city and always before you have confirmed your order and made your payment. Shipping costs are paid for by the customer, except with promotions that offer free shipping. The final shipping costs will appear in the shopping cart and will take into consideration the destination, weight and size of the order.
Shipping costs are based on the destination, weight and size of the order. Below are the minimum prices for the most frequent destinations:
To Madrid (city): from €4.25 for orders up to 5 kg and no larger than 100cm (length + width + height). Anything larger and/or heavier than this will be calculated accordingly and added to this minimum price.
To the Spanish mainland: from €7.50 for orders up to 5kg and no larger than 100cm (length + width + height). Anything larger and/or heavier than this will be calculated accordingly and added to this minimum price.
To the Canary Islands, Balearics, Ceuta and Melilla: from €9.50 for orders up to 2kg and no larger than 100cm (length + width + height). Anything larger and/or heavier than this will be calculated accordingly and added to this minimum price.
To the EU: from €16 for orders up to 1kg and no larger than 100cm (length + width + height). Anything larger and/or heavier than this will be calculated accordingly and added to this minimum price.
We recommend that you check the shipping costs displayed in your shopping cart as the price can vary greatly due to weight, size and destination.
If you give us additional requirements for the delivery such as days and hours when the parcel can be delivered we will forward this information to the shipping company but they are not obligated to follow these instructions and we cannot guarantee they will do so. Please try to be reachable by phone since it’s very common that they call the recipient to arrange for delivery.
Collect in our Museum Shop / Bookshop option
If you live in Madrid or are planning a visit you can also choose to collect your order directly in our Museum Shop / Bookshop in Paseo del Prado 8 Madrid, Spain. This service is free of charge: In this case you will not have to pay shipping costs.
If you select the "Collect in our Museum Shop" option please allow for 24h before picking up your order and 5 working days if your order includes a Print on Demand item. Add 24h more if you placed your order between Friday afternoon (CET) and Sunday. Also, remember our shop opening hours:
Monday: 12:00h - 16:00h
Tuesday to Sunday:
10:00h - 19:00h
(Check the Museum’s main Website here for exceptional closing days or special holidays hours)
3 months after the date of your order it will be returned from our shop to our warehouse and you will need to let us know, at least 2 working days in advance, before coming to pick it up so that we can guarantee it will be available when you come.
Once you have confirmed and paid for your order, you will receive a confirmation e-mail. If you have chosen for your order to be delivered to an address, you will also receive a second e-mail with a link via which you can track your order.
By choosing for your order to be shipped, you are required to provide an address to which the order can be delivered during normal office hours (8:00 to 20:00h). We cannot be held responsible for the late delivery or failure to deliver of the order if such an address is not provided or nobody is available to receive the order at the delivery address. In case the order is returned to us because of this you will be subject to paying returning expenses and new shipping costs for re-sending your order (all this notwithstanding your return rights and conditions as stated in this same document).
These are the usual delivery times calculated from when the order leaves our warehouse:
To the Spanish mainland and Balearics: 2 - 6 working days *
To the Canary Islands: 5 - 7 working days *
International deliveries: 2 - 9 working days *
* If the order includes Print on Demand products, the times may vary and may take 2 -3 days longer that the times stated above.
Delivery times may also change due to factors by beyond the control of the Foundation and of the courier. These factors include strikes, weather conditions, riots, traffic accidents, etc. The Foundation will not be held responsible for any delays due to such factors. However, if the order is lost or damaged, the Foundation will replace the products at no additional cost and under the same conditions as the initial order.
The Museum’s online shop aims to offer its customers the best possible service. If you are not fully satisfied with your order, you can return it to us within 14 days of receipt or collection and receive a full refund (i.e. including shipping costs). To return your order, please notify us as soon as possible by filling out this form you can find here.
You will receive an acknowledgment e-mail as soon as possible informing you how to return your order to us. The item(s) that you return must be in perfect condition and in good working order. If the item(s) is not returned in the same packaging in which it was sent to you, its value will have deteriorated. The value lost will be estimated fairly by the Foundation and will be deducted from the amount we will reimburse you.
The right to return an order doesn’t apply to services rendered for the on demand production of goods according to your order such as our Print on Demand service.
The right to return an order also does not apply to sound recordings, videos, or software where the packaging is unsealed, or to items whose value deteriorates or expires rapidly.
To return item(s) for orders that were delivered within Spain (excluding Balearic Island, Ceuta, Melilla and Canary Islands) is free of charge. The Thyssen-Bornemisza Collection Foundation will pay for the shipping costs for the return in orders with delivery to the client (not so in orders with the option “Pick up from our Museum Store”). There’s, however, one exception to this: When the order has benefited from a “No shipping charges” promotion, the cost of returning the order to us will be deducted from any reimbursement that you might be entitled to.
Also, when an order has benefited from a “No shipping charges” promotion that is subject to the condition of being equal or above a certain amount and a partial return makes the remaining total be under that required amount, the shipping charges initially not paid by you will be deducted from any reimbursement that you might be entitled to.
In orders with the “Pick up from our Museum Store” option, if you want to return the order you will need to either bring or send us the goods and in this later case, arrange for and pay for that shipment.
The client must cover the shipping costs when returning orders that were delivered outside of Spain or to Balearic Island, Ceuta, Melilla and Canary Islands.
It is not possible to exchange an item for another.
No returns will be accepted at the Museum Shop if the described procedure has not been followed.
Refunds will be made by using the same means of payment as used for the purchase of the order. Refunds will be made as soon as possible and within the established timeframe, once the returned item(s) has been received and the conditions of return have been met.
The duration of the legal guarantee is 2 years since the date of delivery. You must notify any possible defect in cases subject to this guarantee within 2 months of noticing the defect. This guarantee doesn’t cover defects caused by negligence, misuse or mishandling of the items subject to the guarantee. In those cases when a claim is justified as per this legal guarantee we will repair, replace, offer a discount or refund if repair or replacement is impossible. Always detail the order number when placing a claim invoking the legal guarantee of any items bought from our online shop.
For products with manufacturing defects or that have been broken, please notify us by writing to the following e-mail address: email@example.com before you send the item(s) back to us. We will send you all of the necessary information you will need to return the item(s). We ask you to send us pictures showing the damaged product before you send it back. If the conditions of return are met and the Foundation confirms that the damage occurred during shipment or that the damage is the Foundation’s responsibility, the Foundation will replace the item(s) at no extra cost to you.
If the conditions of return specified by the Foundation’s online shop are not met, the returned items cannot be accepted. In this case the Foundation will notify the client via e-mail. If the Foundation has received a returned item it cannot accept, the item will remain in the Museum Shop for up to 2 months (Paseo del Prado, 8 Madrid – 28014, Spain) from where you are free to collect it. Alternatively, you can request your order to be sent out to you again if you cover the new postage costs.
You can find the legal claim forms at our information desk in the main hall of our museum: Museo Nacional Thyssen-Bornemisza, Paseo del Prado 8, Madrid.