FAQ

logotipo misterwils

Do you have any questions? Here you’ll find the answer to all of your queries… We want to stand out for our flawless service to our clients and users. Your satisfaction is our top priority, and that’s why we are focused on giving you full garantee and security in your purchases.

Available payment methods

The following payment methods are available:

  • Bank transfer

During the payment

– TRANSFER: If you have chosen Bank Transfer, please note that if you place the order from mainland Spain, please use the order reference as payment reference. The order will not be shipped until the full amount has been received in our account.
If you are ordering from elsewhere, you must wait for us to contact you to inform you of the shipping costs involved in your order. Do not make the transfer until you know this information. The bank details to make the payment will be shown once you press the “PAY NOW” button.

ATTENTION, your order will be processed much faster if you send us a copy of the transfer order to comercial@misterwils.com.

Our name has change, but we're still the same

MisterWils is the trade name of the company DECORACIÓN VINTAGE S.L. with CIF B91241232 founded in 2002. We started with the trade name Decoracion Vintage, but as we incorporated new trends and in 2018, and after more than fifteen years betting on the design and distribution of furniture, we decided to change our trade name. Now, in 2021, we have changed our commercial name to MISTERWILS, S.L.

At MisterWils, furniture for free souls, we continue doing what we know best: design, distribute and decorate with furniture. We are still experts in interior design and decoration of premises and restaurants and we have the same team.

Shipments outside the EEC, Canary Islands, Ceuta and Melilla

In the case of the Canary Islands, Ceuta and Melilla or sales outside the EEC, it is considered an export, so the operation is exempt from VAT and it is up to the buyer or recipient to pay the IGIC / IPSI or the tax at destination of the imported product. The payment of the expenses of the customs clearance and of the taxes in destination, always corresponds to the buyer.

Which transportation companies are responsible for deliveries?

MisterWils works with several transport companies and carriers specialized in conventional transport, in order to provide you with a good delivery service.

At the moment, the main transport companies we work with are Dachser, GLS and Palletways.

We also do some deliveries with our own means, in the area of western Andalucia. In the case of very urgent shipments we also work with a company of Taxi Vans, which can take your goods to any point of Spain and Continental Europe.

Can I get my orders directly from your warehouse?

No problem, but please let us know one day in advance and give us information about how the products have to be prepared, especially if they need to come palletized. If you have any doubts, please call us at 955514001.

In the case of items that are picked up by the customer or his transport company, we have no responsibility in case of damage, breakdown or loss of the transported goods once the goods leave our facilities. The carrier/customer is obliged to carry out an external examination of the goods and their packaging. If the carrier/customer detects insufficient packaging, he may make reservations on the consignment note.

Do you have a furniture removal or installation service?

Our standard shipment is at street level, it does not include the goods’ loading to floors, nor unpacking of the products, nor removal of furniture. In case of needing service of ascent to floor, assembly or unpacking please consult us, we can give you this service but it takes a supplement of cost. We adapt to your needs.

Is there a minimum order?

No, there is no minimum order.

Can I order more than 1 product in the same order?

Sure, no problem, take into account that this will allow you to reduce the shipping expenses by taking advantage of the volume of the shipment.

Do your prices include VAT?

Our prices include VAT. In our quotations you will find details of the amounts with and without VAT. In the case of a purchase in the EEC and if the customer has the intra-community VAT number, the invoice is without VAT.

In the case of the Canary Islands, Ceuta and Melilla it is considered export so the operation is exempt from VAT and it is up to the buyer or recipient to pay the IGIC (Canary Islands Tax) or the IPSI of the imported product.

How can I make an order?

We need you to send us by email to comercial@misterwils.com your fiscal data (indicate if you are a professional customer) and delivery data, with the items you have selected/quantities and we will send you an non binding quotation.

How long will it take for my order to arrive?

Our delivery times are conditioned and subject to the restocking capacities of MisterWils (MISTERWILS S.L.), in particular for imported products. Starting to count once the payment has been verified as a deposit in our current account in case of transfer, or once the deposit has been verified if it is by credit card. The buyer can cancel his order if the delivery time indicated by mail is exceeded by more than 10 days, and ask for the refund of the advance payment.

We have a warehouse of 6,000 m² and daily departures of goods. We are direct importers so all our products leave our warehouse together.

Delivery time in Spain. For deliveries in Spain peninsula it takes 2-6 working days. We have direct daily trucks to Madrid, Barcelona, Valencia, Murcia, Zaragoza, Cadiz, Malaga, Badajoz.

Urgent delivery. If you urgently need your order, or on a specific date, please contact us and we will look for the best option, so that everything arrives on time.

Delivery time in the Canary Islands. For deliveries to the Canary Islands it takes 15-20 working days. We have ships to Tenerife and Las Palmas on Fridays and the goods to the Major Islands arrive on Wednesdays. For minor islands you have to count 4 more working days.

Delivery time in Balearic Islands. For deliveries to the Balearic Islands it takes 5-12 working days. We ship by container ship, via Barcelona or Valencia.

Delivery time in Europe. For deliveries in continental Europe it takes 5- 12 working days.

Other: In the case of a delivery in a shopping mall by appointment or in a pedestrian street with time restrictions, please consult the deadline with our Commercial Department.

In the case of customized or made-to-measure items, please contact comercial@misterwils.com for delivery times.

The buyer declares to have ensured that the conditions of access to the place of delivery allow the effective delivery of the product without particular equipment. In the event that the delivery requires the use of specific equipment (in particular forklifts), the customer must have it operational. The goods will be delivered on the ground floor, being at the customer’s expense to take them up to the upper floors of buildings or premises. Delivery charges do not include assembly, lifting and unpacking. If you need these services, please consult availability and costs at comercial@misterwils.com. In case of unjustified refusals of reception or absence of the purchaser during two delivery appointments, the purchaser must organize, at his own expense and risk, the collection of the products from the transport agency designated by MisterWils (MISTERWILS S.L.) and their effective delivery to the desired address. In no case, the material impossibility to proceed with the delivery of the products will allow the cancellation of the sale without the agreement of MisterWils (MISTERWILS S.L.).

 
Why couldn't my order be delivered?

Sometimes orders cannot be delivered when the shipping address or contact telephone number is not correct. Please check these details carefully in your quotation.

Failed delivery attempts: Most of the carriers we work with have a policy of delivering packages within 2-3 attempts. The carrier may require your signature/ID number when you receive your order.

Are there any discounts based on quantity?

We have discounts for professional customers. To confirm the quantity discount we ask you to contact us to study your case and to be able to offer you the best purchase conditions.

Do you carry out integral projects or contract projects?

Yes, we have interior designers on staff in order to be able to carry out the contract projects that our clients demand for their businesses.

In addition to our careful selection of items, we provide experience, dedication and customization to the needs of each project as our best added value. In our projects section you can see several projects carried out by our interior designers.

What is the product warranty?

The products are guaranteed against any material or manufacturing defect, for two years from the date of delivery of the products. Under this warranty, MisterWils (MISTERWILS S.L.) as seen in point “Product defects”, is committed to replace, repair or refund the product recognized as defective.

The products we sell, especially those made of natural materials such as wood, rattan, bulrush, wicker, and other natural fibers, can often present characteristics of their composition. These characteristics, such as variations in yarns, texture and color, shall not be considered defects or flaws.

Deterioration and defects caused by normal wear and tear or by an accident due to an external factor (incorrect assembly, faulty maintenance, improper use, natural catastrophe, etc.) or by a modification of the product, not foreseen or specified by MisterWils (MISTERWILS S.L.), are excluded from this warranty.

In case of professional use, please consult the warranty with our commercial service at comercial@misterwils.com.

Warranty

In case of apparent defect or non-conformity of the delivered product with the technical characteristics of the ordered product, the consumer and user must inform MisterWils (MISTERWILS S.L.) of the non-conformity within two months of becoming aware of it.

The products are guaranteed against any material or manufacturing defect, for two years from the date of delivery of the products. Under this warranty, MisterWils (MISTERWILS S.L.) is comitted to to replace, repair or refund the product recognized as defective.

In case of defect or non-conformity of the product with the technical characteristics, the seller must proceed to the repair, replacement, price reduction or termination of the contract, which will be free of charge for the buyer.

MisterWils (MISTERWILSS.L.) will send a courier to pick up the product.

Once it arrives at our facilities we will examine the returned product and we will inform you by email within a reasonable period of time if the refund, repair, replacement (if any) or termination of the contract is appropriate. The refund, repair or replacement of the item will be made as soon as possible and in any event within 14 days from the date on which we send you an email confirming that the refund or replacement of the non-conforming item is appropriate.

The products we sell, especially those made of natural materials such as wood, rattan, bulrush, wicker, and other natural fibers, can often present characteristics of their composition. These characteristics, such as variations in yarns, texture and color, shall not be considered defects or flaws.

Deterioration and defects caused by normal wear and tear or by an accident due to an external factor (incorrect assembly, faulty maintenance, improper use, natural catastrophe, etc.) or by a modification of the product, not foreseen or specified by MisterWils (MISTERWILS S.L.), are excluded from this warranty.

In the case of out of stock we could not immediately replace your item, you can do three things:

  • Wait for it to arrive to us again, that we have it back in stock.
  • Exchange it for a similar product that we have in stock.
  • Ask for a refund of the purchase price and shipping costs.

In case of professional use, please consult the warranty with our commercial service at comercial@misterwils.com.

How to make returns?

The consumer and user will have a period of fourteen calendar days (14 days) to exercise the right of withdrawal from receipt of the order. You can exercise your right of withdrawal by any means permitted by law (letter, email, or using a withdrawal form.

To expedite the process we recommend indicating the items to be returned and the order number. We also recommend that it is returned in the original packaging because if it is not returned in the same packaging of origin the good may suffer a depreciation.

Once the items are checked in our facilities MisterWils will contact you to refund the total amount of the purchase (price of the product minus shipping and handling costs) within 14 calendar days from the date on which we have been informed of the decision to withdraw from the consumer contract. For the refund we will use the same means of payment used by you unless you have expressly agreed otherwise and provided that there is no additional cost to you.

No refunds can be made for products manufactured with special measurements or customized to the Customer’s specifications, except for those that are defective or incorrectly supplied.

In the event that the contract price has been financed, the exercise of the right of financing shall in turn give rise to the termination of the credit without any penalty being applied to the consumer.

Will I receive the same product I see in the picture?

The products we sell, especially the handcrafted ones, may often exhibit the characteristics of the natural materials used in their manufacture. These characteristics, such as variation in grain, texture, knots and color, should not be considered defects or flaws. On the contrary, they should be expected and appreciated. We only select products of the highest quality, but natural characteristics are unavoidable and must be accepted as part of the individual appearance of the product.

The photos are taken in high quality in order to reflect in detail each of the products. You might find differences in those products in which the raw material itself and its manufacturing process influence the final result, as well as slight modifications of the color tones due to the fact that each screen may show them differently.

Is it possible to receive regular information in my e-mail with the latest news and offers?

To stay up to date, www.misterwils.eu users can subscribe to a regular newsletter with information on offers and news.

Do you ship to the Balearic and Canary Islands or to other countries?

Sure, no problem. We regularly sell to Portugal, France, England, Switzerland, Andorra, Belgium and Italy. In order to send an order outside the Spanish peninsula we ask you to contact us indicating the postal code of the destination address to confirm the amount of shipping costs.

In the case of the Canary Islands, Ceuta and Melilla it is considered export so the operation is exempt from VAT and it is up to the buyer or recipient to pay the IGIC (Canary Islands Tax) or IPSI of the imported product.

The payment of the expenses of the customs clearance and of the taxes in destination, always corresponds to the buyer, in case of a purchase outside the EEC and the Canary Islands/Ceuta.

In the case of a purchase in the EEC and if the customer has the intra-community VAT number, the invoice is without VAT.

Can I unsubscribe from the Newsletter?

In every email you receive from www.misterwils.eu there is a link to unsubscribe immediately.

How do I request my invoice?

If you wish to receive your invoice electronically or on paper, please write an email to comercial@misterwils.com, expressly requesting to receive the invoice for your order, providing us with the order number.

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