Shipping & returns

1. Delivery zones

Every order is first prepared at our Marbella shop. The approximate preparation time for each product (working days) is shown on its product page, in your bag and at checkout, and your order confirmation states your order's approximate ready date. Once dispatched, we ship paint, wallpaper and supplies in partnership with DHL across the Iberian peninsula; Orac Décor wall décor ships factory-direct from the manufacturer (see section 3). Courier transit times by zone from our Marbella showroom:

• Zone 1 — Marbella & San Pedro: courier transit typically 24-48 h once dispatched.
• Zone 2 — Estepona to Fuengirola: courier transit typically 24-48 h once dispatched.
• Zone 3 — Sotogrande & Málaga city: courier transit 2-3 working days once dispatched.
• Iberian peninsula (outside the Costa del Sol): courier transit 3-5 working days once dispatched.

For shipments to the Balearic Islands, the Canary Islands, Ceuta, Melilla, the Azores or Madeira, contact us for a quote — the Canaries, Ceuta and Melilla are subject to customs clearance and the IGIC / IPSI tax regime. Under Article 66 bis TRLGDCU, the maximum delivery period is 30 days from the order date unless otherwise agreed. Risk of loss transfers to the consumer at the moment of physical delivery (Article 66 ter).

2. Click & Collect

Every order can be collected free of charge from our showroom:

Calle Dublín 21, PG. IND. San Pedro de Alcántara, 29670 Marbella

Each product page shows its approximate preparation time, and your order confirmation states the approximate collection date for your order. You'll receive an email and a WhatsApp notification when yours is ready. Valid photo ID in the order-holder's name is required at collection; pickup by a third party requires written authorisation signed by the customer.

3. Shipping fees

Free shipping across the Iberian peninsula for paint, wallpaper and supplies — these orders ship via DHL at no additional cost to the customer. Orac Décor wall décor is the one exception: it ships factory-direct and carries a separate delivery fee, detailed below.

For destinations outside the Iberian peninsula (Balearic Islands, Canary Islands, Ceuta, Melilla, the Azores or Madeira) contact us for a tailored quote.

4. Tracking & delivery

Once your order ships you'll receive a DHL tracking link by email. Orac Décor items ship factory-direct, so their tracking comes from the manufacturer rather than DHL. Please inspect the package on delivery; note any visible damage on the delivery receipt and contact us as soon as you can — reporting within 48 hours, with a photo or video and the batch/lot number, speeds up the resolution. We will collect and replace the order at no additional cost once a defect is confirmed.

5. Right of withdrawal (14 days)

Consumers (B2C) have a right of withdrawal of 14 calendar days from the day you (or a third party you designate, other than the carrier) take physical possession of the goods — or, if your order is delivered in several consignments, of the last of them (art. 104 TRLGDCU) —, pursuant to Articles 102-108 TRLGDCU and Directive 2011/83/EU. To exercise it, send the model form (reproduced in our General Terms §8) or any unambiguous statement to info@bmdecor.es. Goods must be returned within 14 days of that notice, in their original condition. Refunds are processed via the same payment method, within 14 days of receiving the goods.

The direct cost of return shipping is borne by the consumer unless we expressly waive it — we bear it only for faulty, damaged, mis-tinted or wrong items. After the 14-day withdrawal window, unopened and untinted stock may still be returned within 30 days by prior arrangement, refunded at 70% of the item value with return shipping paid by the customer. Returns address: Calle Dublín 21, 29670 Marbella, Spain.

6. Paint-specific exceptions (art. 103 TRLGDCU)

The 14-day right of withdrawal does not apply to the following products, expressly excluded by Article 103 TRLGDCU:

• Paint sold in colour (art. 103.c) — all paint is tinted or supplied to a specific colour code, base or finish chosen by the customer, so it cannot be returned for a change of mind. This includes an untinted "white base" colour, in-store mixed colours and any non-standard cut-to-measure wallpaper. Non-tinted primers, tools, wallpaper and Orac Décor can be returned for a change of mind under the conditions above. Faulty, damaged, mis-tinted or wrong items keep their full statutory guarantee rights regardless.
• Opened paint tins (art. 103.e) — products that, for hygiene or safety reasons, cannot be returned once unsealed. A value reduction may apply if the seal is broken; only intact, unopened goods are refunded in full.
• Wallpaper rolls cut from larger stock (art. 103.c) — treated as made-to-measure products.

We recommend ordering a sample before committing to a full container, especially for custom-tinted finishes which are non-returnable. On-screen colour rendition is indicative only and depends on monitor calibration and ambient lighting.

7. Statutory conformity guarantee (3 years)

Under Articles 114-127 TRLGDCU as amended by Royal Decree-Law 7/2021, consumer goods are covered by a three-year statutory conformity guarantee from delivery. To claim, write to info@bmdecor.es stating your order number and providing photographic evidence of the defect. Remedies follow the statutory hierarchy: first repair or replacement, then proportionate price reduction or contract termination. Any commercial guarantee offered by the manufacturer is in addition to, not in place of, this statutory guarantee. Please report goods damaged in transit as soon as you can — reporting within 48 hours of delivery, with a photo or video, the batch/lot number and proof of purchase, speeds up the resolution (a later report never forfeits your guarantee rights). A defect means lumps, curdled or separated paint that will not mix back smooth; a skin or film on the lid is natural once a tin is opened and is not a defect.

8. Trade customers (Pros)

The 14-day right of withdrawal and the 3-year statutory conformity guarantee do not apply to B2B orders. Custom-tinted paint and project-specific orders are non-returnable. Unopened and untinted stock returns may be accepted within 30 days by prior arrangement, refunded at 70% of value with return shipping paid by the customer. Trade accounts enjoy order priority and may qualify for volume-based reduced rates; contact your account manager or call +34 951 127 003.

9. Complaints

We are committed to swift resolution of any issue. You can raise a complaint through the channel your relationship with us began on (your account on this site or your order email), by email to info@bmdecor.es, by telephone on +34 951 127 003, or by post or in person at Calle Dublín 21, 29670 Marbella (Málaga). We will normally reply within 1–2 working days and in any case within the statutory maximum of fifteen calendar days (Article 21.3 TRLGDCU).

We hold complaint forms (hojas de reclamaciones) at the consumer's disposal in our physical shop on Calle Dublín 21, per Decree 72/2008 of the Junta de Andalucía. EU-resident consumers may also use the European Online Dispute Resolution platform at ec.europa.eu/consumers/odr (Article 14, Regulation (EU) 524/2013).