Shipping policy
This Shipping Policy explains how orders placed through www.spherehubs.com are processed, shipped and delivered by Rello & Co.
Nothing in this Shipping Policy limits any mandatory consumer rights available under applicable law.
1. Order Processing
Orders are normally processed within 1 to 3 business days after purchase.
Business days are Monday through Friday, excluding public holidays.
Processing time is separate from delivery time. Once your order has been processed and shipped, the estimated delivery period begins.
During periods of high demand, promotional campaigns, product launches or public holidays, order processing may take slightly longer.
2. Shipping Destinations
Rello & Co. ships to most countries worldwide, including selected destinations across:
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Europe.
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The United States.
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Canada.
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Australia.
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Other international regions.
Shipping availability may vary depending on the destination, local delivery restrictions and carrier coverage.
The countries currently available for delivery will be displayed during checkout.
3. Shipping to Remote Areas
Some addresses may be classified as remote or extended-delivery areas by the shipping carrier.
In these cases, an additional shipping surcharge may apply.
If an additional charge is required, we will contact the customer before processing the shipment. The customer may choose to:
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Accept and pay the additional delivery charge.
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Cancel the order and receive a full refund.
The order will not be shipped until the customer confirms how they wish to proceed.
4. Estimated Delivery Times
Estimated delivery times depend on the destination country, customs processing and local delivery services.
Our usual estimated delivery periods are:
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Europe: 6–10 business days.
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United States: 8–12 business days.
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Australia: 8–12 business days.
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Canada: 8–15 business days.
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Other destinations: Usually 6–15 business days, depending on the country.
These delivery periods begin after order processing and are estimates rather than guaranteed delivery dates.
Delays may occur due to factors outside our reasonable control, including:
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Customs inspections.
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Public holidays.
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Severe weather.
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Carrier disruptions.
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High seasonal demand.
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Incorrect or incomplete delivery information.
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Local postal delays.
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Import procedures.
Nothing in this section removes any mandatory rights the customer may have when goods are not delivered within an agreed or legally applicable period.
5. Shipping Costs
Shipping costs depend on the destination country, delivery region and order details.
The applicable shipping charge will be displayed during checkout before payment is completed.
From time to time, Rello & Co. may offer free or discounted shipping promotions. Any applicable promotion will be clearly displayed on the product page or during checkout.
6. Order Tracking
Once your order has been shipped, a tracking number will normally be sent to the email address provided at checkout.
Tracking information may take several business days to update after the shipping confirmation is issued, particularly while the parcel is being transferred between international and local delivery providers.
Customers are responsible for providing a valid email address and checking their inbox, spam and junk folders for shipping updates.
7. Split Shipments
In some cases, an order containing multiple products or product variants may be delivered in separate parcels.
When this happens, the parcels may arrive on different dates and may have separate tracking numbers.
No additional shipping charge will be applied solely because an order is divided into multiple shipments.
8. Damaged, Defective or Incomplete Orders
Please inspect your parcel and product as soon as they are delivered.
If an order arrives visibly damaged, defective, incorrect or incomplete, contact us promptly at:
Please include:
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Your full name.
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Your order number.
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A description of the issue.
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Clear photographs or videos of the product.
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Photographs of the outer packaging and shipping label, where possible.
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Photographs showing any damage to the bag, handle, zipper, detachable strap, chain or metal hardware.
After reviewing the claim, we may offer an appropriate remedy, including a replacement, repair, partial refund or full refund, depending on the circumstances and applicable consumer law.
Do not dispose of the damaged product, accessories or packaging until we have reviewed the claim, unless keeping them would be unsafe.
9. Lost or Undelivered Orders
If tracking information indicates that an order may have been lost in transit or cannot be delivered because of a carrier-related issue, Rello & Co. will investigate the matter with the shipping provider.
If the loss is confirmed and was not caused by incorrect customer information, refusal of delivery or failure to collect the parcel, we may:
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Reship the order at no additional cost.
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Issue an appropriate refund.
To report a potentially lost shipment, contact:
Please include your order number and tracking information.
A parcel is not automatically considered lost merely because tracking updates have temporarily stopped or the estimated delivery period has passed. A carrier investigation may be required before the appropriate remedy can be determined.
This investigation process does not limit any mandatory rights concerning late or failed delivery.
10. Customs Duties and Import Taxes
International orders may be subject to:
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Import duties.
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Customs charges.
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Local taxes.
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Brokerage or handling fees.
Unless otherwise stated during checkout, these charges are not included in the purchase price or shipping fee and are the customer’s responsibility.
Customs charges are determined by the authorities in the destination country and are outside Rello & Co.’s control.
Customers are responsible for checking their country’s import rules and potential charges before placing an order.
Refusing to pay customs charges may result in the parcel being returned, held or destroyed. Any refund in these circumstances may be reduced by non-recoverable shipping, customs, handling, return or storage costs where permitted by applicable law.
11. Delivery Issues and Delays
If your order has not arrived within the estimated delivery period, contact us at:
Please provide your order number so we can review the tracking information and contact the carrier where necessary.
Before contacting us, we recommend checking:
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The tracking page.
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Your delivery address.
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Any delivery-attempt notices.
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Your local post office or delivery provider.
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Safe delivery locations around the property.
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Whether another household member accepted the parcel.
Delivery estimates may be affected by customs processing and local logistics, particularly for international orders.
12. Shipping Address
Customers are responsible for providing a complete and accurate shipping address at checkout.
This includes, where applicable:
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Full recipient name.
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Street name and number.
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Apartment or unit number.
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City.
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State, province or region.
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Postal code.
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Country.
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Valid telephone number.
Rello & Co. is not responsible for delays or failed deliveries caused by incomplete, inaccurate or incorrectly formatted customer information, except where responsibility cannot legally be excluded.
Contact us immediately at rellocoshop@gmail.com if you notice an address error.
We will make reasonable efforts to update the address before shipment, but changes cannot be guaranteed once the order has entered processing or has been transferred to the carrier.
13. Failed Delivery and Unclaimed Parcels
Customers are responsible for monitoring tracking information and responding to delivery notices.
A shipment may be returned, held or destroyed when:
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The address is incomplete or incorrect.
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The recipient cannot be contacted.
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Delivery is repeatedly unsuccessful.
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The parcel is not collected within the carrier’s deadline.
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The customer refuses delivery.
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Required customs charges are not paid.
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Necessary access information is not provided.
When a failed delivery is caused by customer-provided information or failure to collect or accept the parcel, additional shipping, storage, handling or return costs may apply.
If reshipping is possible, the customer may be required to pay the new shipping cost before the parcel is sent again.
Any refund may be reduced by reasonable, documented and non-recoverable shipping, handling, return, customs or storage charges where permitted by applicable law.
If a parcel is destroyed or permanently lost because the customer provided incorrect information, refused delivery or failed to collect it, a refund may not be available to the extent permitted by applicable law.
Nothing in this section limits statutory rights when the failed delivery was caused by Rello & Co., the carrier or a fulfilment provider acting on our behalf.
14. Parcels Marked as Delivered
If tracking shows that a parcel has been delivered but the customer cannot locate it, the customer should first:
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Check the delivery location and surrounding area.
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Ask household members, neighbours or building staff.
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Check any safe-place instructions.
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Contact the local delivery provider.
If the parcel remains missing, contact us at rellocoshop@gmail.com with your order number.
We may ask the carrier to investigate. The appropriate outcome, including any replacement or refund, will depend on the carrier’s findings, the delivery circumstances and applicable consumer law.
15. Delivery Responsibility
Rello & Co. remains responsible for fulfilling orders in accordance with applicable consumer law.
For consumer orders where we arrange the carrier, the risk of loss or damage generally remains with Rello & Co. until the customer, or a person designated by the customer other than the carrier, takes physical possession of the goods.
Rello & Co. is not responsible for delays caused exclusively by circumstances outside its reasonable control, including customs delays, carrier disruptions, public emergencies, extreme weather or incorrect customer information. However, this does not remove any mandatory remedies available for late, failed, lost or damaged delivery.
Nothing in this Shipping Policy limits any mandatory consumer rights available under applicable law.
16. Contact Information
For questions about shipping, tracking, delivery delays, damaged parcels or address corrections, contact:
Business and store name: Rello & Co.
Customer support email: rellocoshop@gmail.com
Website: www.spherehubs.com
Location: Spain
Customer support: Online only
This Shipping Policy should be read together with our Terms of Service, Privacy Policy and Refund and Return Policy.