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FREQUENT ASKED QUESTIONS

Locations

Do you have physical stores?
We have 2 physical SIO-2 Stores, located in Barcelona and Esparreguera (Barcelona).

SIO-2 Store Barcelona Peu de la Creu, 23 08001 Barcelona Tel. 93 442 65 22 | barcelona.store@sio-2.com
Opening hours: Monday, Wednesday, Thursday and Friday from 10:00 a.m. to 2:00 p.m. and from 4:00 p.m. to 7:30 p.m.; Tuesday from 10:00 a.m. to 7:30 p.m.; Saturdays from 10:00 a.m. to 1:30 p.m.

SIO-2 Store Esparreguera Pol. Ind. L’Olana s/n 08292 Esparreguera (Barcelona) Tel. 93 779 51 29 | esparreguera.store@sio-2.com
Opening hours: Monday to Friday from 9:00 a.m. to 2:00 p.m.; Saturdays from 10:00 a.m. to 1:00 p.m.
Where are you located?
SIO-2 headquarters, factory, warehouse and online store
Cerámica Collet S.A. Pol. Ind. L’Olana s/n 08292 Esparreguera (Barcelona) - SPAIN
Offices: Tel. (+34) 93 777 23 44 | info@sio-2.com
Online Store: Tel. (+34) 93 779 51 29 | WA 619 21 74 19 | store@sio-2.com
Office hours and online store: Monday to Friday from 7:00 a.m. to 3:00 p.m.
Warehouse hours: Monday to Friday from 7:00 a.m. to 2:00 p.m.

SIO-2 Store Barcelona
Peu de la Creu, 23 08001 Barcelona
Tel. 93 442 65 22 | barcelona.store@sio-2.com
Opening hours: Monday, Wednesday, Thursday and Friday from 10:00 a.m. to 2:00 p.m. and from 4:00 p.m. to 7:30 p.m.; Tuesday from 10:00 a.m. to 7:30 p.m.; Saturdays from 10:00 a.m. to 1:30 p.m.

SIO-2 Store Esparreguera
Pol. Ind. L’Olana s/n 08292 Esparreguera (Barcelona)
Tel. 93 779 51 29 | esparreguera.store@sio-2.com
Opening hours: Monday to Friday from 9:00 a.m. to 2:00 p.m.; Saturdays from 10:00 a.m. to 1:00 p.m.

Hours and schedule

Opening hours and holiday schedule
SIO-2 Store Barcelona
Opening hours: Monday, Wednesday, Thursday and Friday from 10:00 a.m. to 2:00 p.m. and from 4:00 p.m. to 7:30 p.m.
Tuesday from 10:00 a.m. to 7:30 p.m.
Saturdays from 10:00 a.m. to 1:30 p.m.

Holiday Schedule 2022:
• June: 4, 6, 24, 25
• August: From 8 to 21 (Holidays)
• September: 24, 26
• October: 12, 29, 31
• November: 1
• December: 6, 7, 8, 19, 23, 24*, 26, 31
(*) Open until 2:00 p.m.

SIO-2 Store Esparreguera
Opening hours: Monday to Friday from 9:00 a.m. to 2:00 p.m.
Saturdays from 10:00 a.m. to 1:00 p.m.

Holiday Schedule 2022:
• June: 4, 6, 24, 25
• July: 9
• August: From 6 to 21 (Holidays) and 27
• October: 12, 29, 31
• November: 1
• December: 6, 7, 8, 19, 23, 24, 26, 31

SIO-2 headquarters, factory, warehouse and online store
Office hours and online store: Monday to Friday from 7:00 a.m. to 3:00 p.m.
Warehouse hours: Monday to Friday from 7:00 a.m. to 2:00 p.m.

Products and availability

How can I know the availability of a product?
On a product out of stock, a label indicating "Out of Stock" will be displayed. When it becomes available again, this product label will disappear.

Delivery and shipping

Which are the delivery times?
The delivery time for shipped orders is as following:

Spain (mainland):
<20 kg: 3-4 working days
20 kg - 5.000 kg: 4-5 working days

France: 4-6 working days
Germany, Belgium, Denmark, Luxembourg, The Netherlands: 5-6 working days
Austria, Italy: 5-7 working days
Slovenia, Estonia, Latvia, Lithuania, Poland, Slovakia, Greece, Hungary, Ireland, United Kingdom, Czechia: 6-8 working days
Finland, Norway, Sweden: 7-9 working days.

Deliveries are made by parcel service without an agreed appointment, at street level (the service does not enter the interior of the building or residence). No assembly or disassembly included.
Can I pick up my order at a SIO-2 Store or at a collection point?
Select "Pick up at SIO-2 Store Esparreguera" as the shipping method in the purchase process on our website. Once your order is ready to pick, you can pick it up at our warehouse (Pol. Ind. L'Olana s/n 08292 Esparreguera - Barcelona.

In the case you prefer to pick up the order at a collection point, select "Pick up at collection point" option.

Once your order will be available, we will notify you. Remember that you have a maximum period of 15 days to pick up your order. If this cannot be done, let us know and we will do our best to help you (Tel. 93 779 51 29 | WA 619 21 74 19).

If you wish to check the status of your order, you can do so through the “My Account” section on our website.
How are shipping costs calculated?
Shipping costs are calculated based on the volume, weight and amount of the products, as well as the delivery address. However, if the order exceeds €120 and weighs less than 20 kg, shipping will be free (mainland Spain only).
To which countries do we ship online purchases?
Our website is developed for purchases from the EU. In the case of shipments outside the EU, our team will inform you of the possibilities and shipping details.

Order status

How to know my order status?
You would check your order status by logging into your SIO-2 Store account:
• Click on the “Account” icon at the top right of the page
• Click on the “History and details of my orders”
• Select the order
• Click on “See my order status”

My invoices

When will I be able to see the invoice for my order in my account section?
You can view the invoice 24 hours after the order is issued.
Can I change the fiscal data of the invoice of my order?
You can modify the fiscal data up to 4 days after the issuance of your invoice. After that, they can no longer be modified.

Goods return

Can I return or change my order?
In the case of online sales through www.sio-2.com, you can return or exchange the product within 30 calendar days after the purchase by sending an email to store@sio-2.com and reporting your request: exchange or refund.

When we receive and confirm the request, we will proceed to replace or refund the total amount.

You can make the change or return for free at SIO-2 Store Esparreguera.

If you prefer an ONLINE exchange or return, you must send the product freight prepaid through a transport agency to our warehouse: Cerámica Collet S.A. Pol. Ind. L’Olana s/n 08292 Esparreguera (Barcelona) – SPAIN (hours from 7:00 a.m. to 3:00 p.m.).

To proceed with the exchange or return, check that your order meets the following conditions:
• The product must not be used.
• It is sent in the same conditions in which it was received.
You must enclose the order number and clearly mark the text "RETURN -DEVOLUCION" on the outside of the package.

There will be no exchange or refund of those products that are not in the original packaging conditions, or that have been used beyond the mere opening of the product.

If you have any questions, contact us via email at store@sio-2.com, by phone at (+34) 93 779 51 29 from 7:00 a.m. to 3:00 p.m. or via WhatsApp at 619 21 74 19.
What do I do if I have received a damaged product due to shipping?
In the case of receiving a damaged product due to transport, you must write it down on the delivery note and inform SIO-2 of the incident detected during the reception of the merchandise.

Claims must be made within a maximum period of 14 calendar days.

Contact us at store@sio-2.com with the details of your order and tell us what happened so we can solve it quickly.
Are returns free?
In-store returns are 100% free. Bring us the product you want to exchange or return to one of our SIO-2 Stores and we will exchange the product or refund the amount. If you prefer to send us the product through an agency, the shipping cost is not included.

Check the return and exchange policy at https://www.sio-2.com/content/23-condiciones-generales-de-venta
When will I receive the refund?
We will issue the refund 7 to 15 days from the day we receive the necessary data to process it. The time required to complete this step depends on the bank and the payment method. We will notify you by email when the refund process is confirmed.

Customer service

Can I make technical inquiries about the products and their applications?
Of course, we are happy to help you! Write your query to info@sio-2.com. Our experts will answer your questions and concerns.
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