Shipping and delivery
We prepare your order with care
We are a small independent retailer with physical stores in Tenerife, and our stock is spread across them. Preparing your order may take up to 7 business days, although we always try to have it ready sooner. Timing depends on where your items are located and whether we need to bring products together from different stores. Thank you for choosing us and for your patience.
Preparation and transport are separate stages. The transport times below are estimates and exclude preparation unless a total timeframe is expressly stated. For orders routed through Madrid, the final-delivery timeframe starts when they leave that warehouse. Saturdays, Sundays and public holidays are not business days. Local 2-hour delivery, when available, has its own specific conditions.
We ship clothing and footwear worldwide except to the United States, Russia and Israel. Exact charges, options and delivery times are shown at checkout according to destination and product type.
Spain
- Canary Islands: free standard shipping. Estimated delivery after dispatch: 3–12 business days.
- Tenerife: 2-hour delivery for €9.99 when available for the postcode and order time. All products must be available and prepared in one store.
- Mainland Spain and Balearic Islands · home delivery: €3.95 for orders under €49 and free from €49. Standard delivery is estimated at 3–12 business days after dispatch. Express costs €16.95 and is estimated at 2–5 business days after dispatch.
- Pickup point (Spain only): €3.95 for orders under €49 and free from €49.
Clothing and footwear orders for mainland Spain may also travel together from Tenerife to our Madrid warehouse, just like orders for the European Union countries listed below. They then continue individually to their destination. This arrangement does not automatically apply to the Balearic Islands, Canary Islands, Ceuta or Melilla, direct postal shipments or the separate books and magazines shipping profile.
Europe consolidated through Madrid
For these destinations, we gather items from our stores and arrange their transfer to Madrid. Preparation may take up to 7 business days, although we aim to finish sooner. Final-delivery transport is estimated at 5–20 business days from dispatch from Madrid.
- Portugal, France, Germany, Belgium, the Netherlands, Italy, Luxembourg and Austria: €4.95 under €69 and free from €69.
- Sweden, Ireland, Finland, Estonia, Latvia, Lithuania, Romania, Slovakia and Slovenia: €15.95 under €180 and free from €180.
- Poland, Czechia, Denmark, Hungary, Croatia and Bulgaria: €19.95 under €250 and free from €250.
- Greece: €29.95. Free shipping is not available.
Europe with direct postal shipping from the Canary Islands
These destinations are shipped with Correos and do not use the Madrid consolidation route.
- United Kingdom and Norway: €9.95 under €180 and free from €180.
- Switzerland: €12.95 under €180 and free from €180.
- Cyprus: €34.95. No free shipping.
- Malta: €41.95. No free shipping.
- Additional Europe: €21.95 under €220 and free from €220.
Estimated delivery is 12–30 business days from dispatch for the United Kingdom, Norway, Switzerland, Cyprus and Malta, and 7–45 business days for additional Europe.
Rest of the world · Correos Standard
- Americas, including Canada: €25.95 under €250 and free from €250.
- Asia and Oceania 1, including South Korea: €30.95 under €300 and free from €300.
- Asia and Oceania 2, including Australia: €33.95 under €300 and free from €300.
- Africa: €30.95 under €300 and free from €300.
These shipments leave directly from the Canary Islands. Estimated delivery is 7–45 business days from dispatch.
Taxes, duties and destination charges
For mainland Spanish and European Union orders travelling together to our Madrid warehouse, ECRU arranges and bears the import formalities for that leg. You do not need to arrange customs clearance or pay additional charges for this internal Tenerife–Madrid transfer.
Direct shipments from the Canary Islands to destinations requiring import formalities may incur taxes, duties and clearance or handling charges at destination. For DAP shipments, any such amounts are payable by the recipient if incurred and not expressly included or collected at checkout. This may affect the United Kingdom, Switzerland and Norway—which are outside the European Union—as well as EU destinations served directly, such as Cyprus and Malta. The conditions disclosed before checkout apply.
Tracking
We will provide the available tracking information when we confirm your order has been dispatched. A label may be created before collection, and the first tracking movements may take time to appear, especially over weekends or public holidays.
If your order passes through our Madrid warehouse, final-delivery tracking will update as the carrier scans it on that leg. You do not need to manage our internal transfer.
Books and magazines
Orders containing only books and magazines use a separate postal profile: €9.90 for Spain and Europe and €19.90 for other enabled destinations. Mixed orders use the general rates shown at checkout.
Important: do not select “Pickup point” or “Office delivery” for orders containing only books and magazines. Choose the specific books and magazines rate shown at checkout.
Map of available areas in Tenerife
Use the customised map to check the exact areas in Tenerife where 2-hour delivery is available.
Frequently asked questions
How long does an order take?
Preparation may take up to 7 business days, although we try to finish sooner. Transport is additional: Spain, standard 3–12 and express 2–5 business days; consolidated EU destinations, 5–20 from Madrid; direct European postal shipments, 12–30 for the destinations listed; rest of the world, 7–45 from dispatch. For orders routed through Madrid, final-delivery times start when they leave that warehouse. Local 2-hour delivery has its own conditions.
Is shipping free?
It depends on the destination and order value: from €49 in mainland Spain and the Balearic Islands; €69, €180 or €250 in consolidated Europe; €180 in the United Kingdom, Norway and Switzerland; €220 in additional Europe; €250 in the Americas; and €300 in Africa, Asia and Oceania. Standard shipping is free in the Canary Islands. Greece, Malta and Cyprus do not have free shipping.
Could I be charged taxes or fees when I receive the order?
Orders using our grouped transfer to Madrid do not incur customer charges for that internal leg. Direct shipments requiring import formalities may incur destination taxes or fees according to the conditions disclosed before purchase.
Problems
Check that your address and phone number are correct before completing your purchase. If a shipment is returned because of an incorrect address, repeated absence, unpaid destination charges or refusal, the actual outbound and return transport costs may be deducted from the refund.
If a delay affects the timeframe communicated to you, we will let you know. These conditions do not limit your statutory rights. For questions about your order, email hola@ecru.es.
