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Shopping help

  1. Customer Service
  2. How long will the products be under warranty?
  3. Are the products that Ayama sells brand-new?
  4. Prices
  5. What’s the product availability? Are they all in stock?
  6. What’s the delivery time?
  7. Which are the payment methods?
  8. How much are the shipping charges?
  9. How can I place an order?
  10. Can I modify an order?
  11. Can I cancel an order?
  12. Can I return a purchased order?
  13. Can I pick the material up in Ayama facilities?
  14. What if the courier can’t deliver the material to the delivery address that I indicated?
  15. What can I do if the delivered product is in bad condition?
  16. Where will I receive the purchasing invoice?
  17. I have received the material but I don’t know how to use it.
  18. I have received the order but some items are missing.

 

1. Customer Service

We will attend to any question, query or request by email to comercial(at)ayama.com, by telephone (+34) 937 974 759, cell (+34) 644 20 95 31 or through our communication channels in Twitter and Facebook. You can also contact us using   WhatsApp, adding our mobile number, or Skype(user ayamaexport). Our office hours are from 8 a.m. to 1:30 p.m. and from 3 p.m. to 6 p.m., from Monday to Tuesday and from 8 a.m. to 2 p.m. on Friday except for holiday periods (mean time +1).

2. How long will the products be under warranty?

Euromarmad Promociones S.L. (from now on it will be called AYAMA) guarantees that its products will be free of workmanship and material defects for two years since the purchasing date. The warranty will only be valid for the purchaser, the person whose name appears in the purchasing invoice.  If you think or you are sure that the product which you bought is faulty, get in touch with us by telephone (+34 937974759) or by email ( comercial(at)ayama.com), and we will tell you how to proceed to forward the product to AYAMA, repairing it or change your item for a new one, according to each case needs. In spite of that fact, AYAMA won’t take responsibility for those misuse faults or for products regular use wear. AYAMA won’t take responsibility, under no circumstances, for damages or losses that go beyond the products value, including the loss of an animal or the time wasted during the search. The product has to be sent back, with all its accessories, manuals and wrappers, prepaying the shipment, to the social headquarters of AYAMA Segutel: c/ Dr. Samsó 49, Bx - 08310 Argentona, (Barcelona) SPAIN. 

3. Are the products that AYAMA sells brand-new?

All the products sold by AYAMA are brand-new, with original accessories and wrapper. We sell neither second-hand products nor sample or exhibition items.

4. Prices

Prices shown are with taxes. This means that the VAT is included. Transport costs, transport insurance and customs charges (exports) will be added to the indicated price (EXW Argentona). All prices are valid except typo, typing or computer.

5. What's the product availability? Are they all in stock?

All our products are in stock products. Because some of the products we manufacture are customizable, you may have some days delay. The work philosophy we use, called just in time, allowing us to leave segúnlas point devices to our customers' needs.

6. What's the delivery time?

The delivery time is immediately after confirmation of payment products If we can not guarantee delivery of the product within the prescribed period, we will inform you as soon as possible of the estimated delivery time, and have the option to cancel the order if he wants it. The delivery will be extended by 15 days during the summer or winter.

7. Which are the payment methods?

You can pay by credit card, by debit card or by wire transfer. If you choose to pay by card, you will be redirected to the Safe Payment Gateway of Banco de Sabadell. AYAMA will automatically get the payment confirmation and we will activate your order. All information provided by you will be treated securely and strictly in accordance with the protection of personal data. We won’t access to your bank data at any moment.  
If you decide to pay by wire transfer, you will have to write Euromarmad Promociones, S.L in the beneficiary name and indicate your order number and your name, as well. We have two accounts available, they are the following:

BANCO DE SABADELL-ATLANTICO

  • Account (C.C.C.): 0081 0353 62 0001153417
  • IBAN: ES39 0081 0353 6200 0115 3417
  • BIC (Swift Code): BSAB ESBB

Be aware of the fact that your bank will charge banking fees for your wire. If you wish to, you can pay in the total amount with no extra charge in one branch of theBanc Sabadell group.

8. How much are the shipping charges?

DESTINATION (PRICES IN EUROS VAT NOT INCLUDED)   Small size
 Big size
Province of Barcelona  4,95 6,05
Catalonia (Except the province of Barcelona)  7,65 10,81
Andorra, Spain and Portugal  8,75 12,32
Balearic Islands  13,21 16,57
Canary Islands, Ceuta and Melilla (custom charges must be paid by customer)  13,28 17,4
Occidental European Community  17,11 31,85
Oriental European Community  19,50 35,89
No communitarian Europe 1  29,80 61
No communitarian Europe 2  52 101,80
USA + Canada + Puerto Rico  23 72
Rest of the worldAsk usAsk us

Occidental European Community includes: France, Italy, Great Britain, Ireland, Netherlands, Belgium, Luxembourg, Monaco, Germany, Austria, Denmark, Finland, Sweden and Vatican City.

Oriental European Community includes: Bulgaria, Slovakia, Romania, Slovenia, Estonia, Hungary, Latvia, Lithuania, Poland, Czech Republic, Greece, Cyprus and Malta.

No communitarian Europe 1 includes: Norway, Switzerland, San Marino, Liechtenstein, Jersey, and Guernsey.

No communitarian Europe 2 includes: Albania, Croatia, Russia, Turkey, Ukraine, Serbia, Montenegro, Bosnia, Macedonia, Moldavia, Byelorussia, Azerbaijan, Georgia, Iceland and Kosovo.

9. How can I place an order?

Placing an order is really simple, you only have to select the desired product, configure it, if necessary, and click on “Buy”. The system will redirect you to the shopping cart site where you’ll be able to check the products that     you previously selected. When you had finished selecting all the products, click on “Buy”, fill in the billing and the delivery forms and select the payment method.

Look out: you have to select all the desired products before you validate the payment. 
If you have any doubt or trouble, don’t hesitate to contact us by telephone: +34 937974759 (during customer service hours).

10. Can I modify an order?

Ayama will store your purchase order electronically. If you wish to modify your order, you’ll only have to notify us of that by email (comercial(at)ayama.com), providing your purchase number. It will possible as long as the order hasn’t been already sent. 

11. Can I cancel an order?

You can cancel a purchase order before the goods shipment. To cancel an order you only have to notify us of your intention by email (comercial(at)ayama.com), providing your name and the purchase order number that you want to cancel. If you have already paid by card or by wire transfer, you have to give us your bank data (account number) so you can be reimbursed for your expenses. This procedure will be possible as long as you notify in writing (by email or Fax).

12. Can I return a purchased order?

Since the delivery date, you’ll have fourteen (14) calendar days to exercise your right to return the goods. You must keep the proof of payment and the goods receipt note. Contact us by phone (+34 937974759) or by email (comercial(at)ayama.com) and we will guide you through the procedure for sending the product back to our facilities. Once we received the product with all its accessories, manuals and original wrapper with no defects, Ayama will refund you for the product amount through a wire transfer to your account. The shipment expenses (those for the delivery and the return of the goods) and the banking fees will be paid by the customer. If the product is not in perfect condition or there is any accessory or wrapper missing, Ayama reserves the right to not reimburse the amount related to this defect.

13. Can I pick the material up in Ayama facilities?

Of course! You can pick the material up in our facilities as long as you have previously notified us by email or by phone. However, you will have to wait until we notify you that your material is ready to be picked up.

14. What if the courier can't deliver the material to the delivery address that I indicated?

Don’t worry. The courier will contact you by telephone or they will leave a note to arrange another delivery date, with no extra charges. Our carrier will try to deliver the goods three (3) times. If after these attempts the material can’t be delivered, it will be send back to Ayama. In this case, you will have to ask for the purchase price refund except for the shipping costs which will be paid by you.
You also have the option to go to the nearest carrier’s office and pick your order up by yourself. You will have to properly identify yourself.

15. What can I do if the delivered product is in bad condition?

The user has the right and the obligation to check the good condition of the product when they receive it. If the package or the wrapper is clearly damaged or in bad condition due to the transport, notify that to the courier (write a comment in the delivery note) and contact us within the next 24 hours: by phone (+34 937974759) or by email to comercial(at)ayama.com.

16. Where will I receive the purchasing invoice?

If your billing and shipping address is the same, you receive the invoice within the same package. If they are different, the invoice will be sent to the billing address. You will also receive the invoice in your email.

17. I have received the material but I don't know how to use it.

All our products come with a user’s guide that will help you in the very first time you use one of our devices. If despite everything, you still need help feel free to contact us by email (comercial(at)ayama.com), by phone (+34 937974759) or through our official channels in Twitter and Facebook.

18. I have received the order but some items are missing.

Revise ALL the boxes, bags and wrapping compartments. Check the invoice or the delivery note: is there the missing or the extra item?

If after all this checking, you still have an extra item or one is missing, contact the Ayama Customer Service department.