FAQS

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FAQS2018-06-25T10:46:31+00:00
    Do I have to register to place an order?2018-07-03T10:24:24+00:00

    It’s not necessary to register, although we strongly recommend it in order to access your purchase history and track your orders in our online shop.

    How do I make a purchase?2018-07-03T10:41:48+00:00

    Although it is not necessary, we recommend you register in our shop to make tracking your order easier and also benfit from other advantages.
    The following step is to select the product or products that you are interested in and add them to the shopping trolley.
    The application will take you through the necessary steps to confirm your selection, collect your invoice and delivery details, payment process and completing the purchase.
    Having completed the purchase, you will receive a confirmation by email in which you will be able to check all the details.
    From that moment on, the order will start to be processed and prepared for dispatch.
    In the email, you will find instructions regarding tracking your order, withdrawing or cancelling it.

    How is the total cost of my order calculated?2018-07-03T10:24:34+00:00

    The total cost of your order will appear at the end of the purchasing process, before payment is made and will include the total cost of the ordered items with taxes, delivery costs and the handling costs arising from the selected method of payment.

    How can I pay?2018-07-03T10:41:31+00:00

    The recommended option is by VISA card or MasterCard. This payment occurs over a secure server that our bank provides for these transactions. In some cases the payment platform will request the access codes or passwords for the secure payment that you have contracted for the use of your card.
    Bank transfer: in this case you will have to make a bank transfer to the account indicated in the corresponding payment section, giving the details this form of payment requests. If you use this type of payment, you must take into account that the processing of your order will not begin until your transfer has been received in our bank account. At that moment you will receive confirmation that your order is starting to be processed. The maximum timeframe for accepting payment by this method is 15 calendar days from the date of purchase. If payment is not received within this timeframe, the order will be considered as cancelled.
    PayPal: This option will take you to a secure payment system through the PayPal servers. This form of payment entails extra handling fees which are indicated in each case.

    When will I receive my order?2018-07-03T10:41:21+00:00

    In the order confirmation document that you will receive by email, the means of transport used and the estimated delivery time will be indicated.

    As a general rule, our orders are delivered within 24/48 hours of confirmation.

    What warranty do the products have?2018-07-03T10:39:15+00:00

    All our products have a minimum warranty of 2 years from the purchase date, in accordance with the General Law for the Protection of Consumers and Users, Royal Legislative Decree 1 /2007 of 16th November.

    Notwithstanding, the warranty period of each item is indicated in the warranty document, on the packaging or in the accompanying instruction manual.

    For more information on the warranty, please consult section 8 of the Terms and Conditions of Use of this website.

    Is it possible to cancel an order or return a product?2018-07-04T12:11:04+00:00

    Before shipping, you can cancel an order by telephoning our Client Care number. If the order has already been sent, you must wait to receive it and within 15 days of receiving it, you may withdraw from the purchase and return the product.

    In order to so, you should notify FONESTAR SISTEMAS, S.A. of your decision, via our Web support ticket system. Select the Returns department.

    For more information on withdrawing an order, please consult section 7 of the Terms and Conditions of Use of this website.

    How can I request a product repair?2018-07-03T10:39:32+00:00

    You should inform us using our Web support. Select the RMA form.

    You will receive a delivery note by email that must be included inside the package and a Shipping label that must be stuck on the outside of the package.

    For the repair of goods that are under warranty, we will inform you of the collection system. For products out of warranty, you will have to pay all transportation costs by the means of your choice. There is a minimum charge for evaluation even if you decide not to go ahead with the repair.

    For more information on the warranty conditions of an order, please consult section 8 of the Terms and Conditions of Use of this website.

    How can I contact Fonestar?2018-07-03T10:20:37+00:00

    You can contact us using any of the methods indicated in the Contact menu located at the bottom of the page on our website, or if you prefer via our Web support, selecting the Enquiries department.

    Can I request an invoice address that is different to the delivery address?2018-06-27T07:35:03+00:00

    Yes, with all orders we offer the option of different invoice and delivery addresses.