Last updated: 4 November 2026
Sheerwell (sheerwell.com) is run by AURORAZUX, S.L.U., a Spanish single-member limited company (sociedad limitada unipersonal). Our company details are in our legal notice.
This policy explains where we deliver, how long delivery takes, what it costs and what happens if something goes wrong. It forms part of our terms of sale and does not limit your legal rights as a consumer. It is available in English and Spanish.
Where we deliver
We sell to consumers and deliver only to addresses in mainland Spain.
- We deliver to: mainland Spain (the peninsula).
- We do not deliver to: the Balearic Islands, the Canary Islands, Ceuta, Melilla or any address outside Spain.
You can order from any country. What matters is the delivery address, which must be in mainland Spain. We do not refuse an order because of your nationality or where you live.
Delivery times and costs
We send every order from our warehouse in Madrid. Your parcel is carried by SEUR or Correos, booked through Packlink, a shipping platform.
| Delivery area | We dispatch within | Carrier’s estimated transit time | Shipping cost (VAT included) |
|---|---|---|---|
| Mainland Spain | 2 working days | 2 to 4 working days after dispatch | Free for orders of €30 or more (for example, two curtains). Orders under €30: €15.00 (VAT included) |
- Working days are Monday to Friday, excluding public holidays.
- Transit times are the carrier’s estimates, not guaranteed dates.
All our curtains are ready-made in standard sizes and we send them from stock. We do not make curtains to measure, so there is no production time before dispatch.
Maximum delivery time. We deliver without undue delay and, in any case, no later than 30 calendar days after the day you place your order. If we see that we cannot meet the times above, we will tell you by email as soon as possible.
Shipping costs. All prices on our website include VAT. You see the shipping cost for your address at checkout, before you place your order. We will never charge you a delivery cost that was not shown to you before you ordered. If you withdraw from your purchase, we also refund the delivery cost, up to the cost of our least expensive standard delivery, as explained in our returns policy.
If your order is late
If we have not delivered your order within the maximum delivery time, you can:
- ask us to deliver it within an additional period of time that is reasonable in the circumstances; and
- if we still do not deliver it within that period, cancel the contract.
You can cancel straight away, without giving us an additional period, if we have refused to deliver, or if delivery by a specific date was essential and this was agreed before you placed your order.
If you cancel, we refund all sums you paid under the contract, including the shipping cost, without undue delay. We use the payment method you used for the order, unless you agree otherwise.
Order confirmation and tracking
- When you place your order, we send you an email to confirm it.
- When your order leaves our warehouse, we email you the carrier’s name and a tracking number or link.
Your delivery address
Please check that your address is complete and correct before you order: street, number, floor and door, postcode and town.
If you notice a mistake, contact us as soon as possible. We can change the address until your order is dispatched. Once the parcel is with the carrier, we will ask the carrier to change it, but we cannot promise that this will be possible.
If delivery fails
If nobody is available to receive the parcel, the carrier usually leaves a notice or contacts you to arrange another delivery or a collection. If the parcel is not collected within the time the carrier allows, it is returned to us.
If the parcel cannot be delivered and is returned to us, we will email you to agree what to do next.
- If the delivery failed for a reason that was not your fault, we send the parcel again free of charge.
- If it failed because the address you gave was wrong or incomplete, or because the parcel was not collected, we can send it again for the shipping cost shown in this policy for your area. We will confirm the amount with you before we send it.
If you would rather not receive the parcel again, tell us and we will refund you in line with our returns policy and your legal rights.
Lost or damaged parcels
We are responsible for your order until it reaches you. The risk of loss or damage only passes to you when you, or a person you have indicated other than the carrier (for example, a neighbour you asked to take it in), physically receive the goods.
You never need to claim from the carrier yourself. We deal with Packlink and the carrier.
Lost parcels
If your parcel has not arrived by the end of the estimated delivery time, or its tracking has not changed for several days, please contact us. We will check with the carrier. If the parcel is lost, you choose what we do:
- send the items again at no extra cost; or
- refund what you paid for them. If nothing from your order arrived, the refund includes the shipping cost.
If an item is no longer available, we refund it. We will not make you wait for the result of our claim with the carrier. Your rights under “If your order is late” also apply.
Damaged or missing items
When your parcel arrives, please look at the outer packaging. If it is visibly damaged, please note this on the courier’s device or delivery note when you sign for it, if you can.
If an item arrives damaged, or something is missing from your parcel, please email us within 7 days of delivery with:
- your order number
- photos of the outer packaging, the shipping label and any damaged item
If you can, please keep the packaging until we have dealt with your case.
This helps us claim from the carrier. It is a request, not a condition: if you tell us later, or cannot do some of these things, you keep all your legal rights.
What we do:
- Missing item: we send it to you at no extra cost. If you prefer, or if it is no longer available, we refund it.
- Damaged item: we send you a new one at no extra cost or, if you prefer, refund what you paid for it. If your whole order arrived damaged, the refund includes the shipping cost. If we need the damaged item back, we arrange and pay for its return. Your rights under the legal guarantee also apply.
Orders sent in more than one parcel
Sometimes we send one order in more than one parcel. This costs you nothing extra.
In that case, the withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good. To withdraw, you can use our “Withdraw from contract here” link at the bottom of every page, our model withdrawal form or any other unequivocal statement, as explained in our returns policy.
Your personal data
To deliver your order, we share the details needed for delivery, such as your name, delivery address and contact details, with Packlink and the carrier. Our privacy policy explains how we use your personal data.
Contact and complaints
If you have a question or a problem with a delivery, contact us and include your order number:
- Email: hello@sheerwell.com
- Post: AURORAZUX, S.L.U., Calle Camino Viejo de Leganés 85, 28019 Madrid, Spain
- Online: Contact us
When we receive a complaint, we send you a written acknowledgement by email with a complaint reference number. We answer as soon as possible and at the latest within 15 calendar days from the day you make your complaint. If we cannot resolve it, our written answer (on paper or by email) will name at least one consumer dispute resolution body that can deal with it and say whether we will take part. Our contact information page explains the full complaints process.