FAQS

In which countries is it possible to shop online?

Spain, Portugal, Germany, France , Italy , Belgium, Netherlands , Austria , Luxembourg, United Kingdom, Denmark , Hungary, Poland, Czech Republic , Bulgaria , Croatia , Slovakia , Slovenia , Estonia , Iceland , Greece , Ireland.

In which lenguajes is it possible to browse in?

English and Spanish.

Are the Double Agent store prices the same as the online store?

Yes, but if there is any difference between both prices, the correct price will be the one shown on the online purchase ticket.

Is there any difference between the product shown in the photo and the one that the client will receive?

No, except when the products are hand crafted in which there may be slight differences in the final product.

Is it possible to receive periodic information through email about Double Agent news and special offers?

Yes. You have to sig-in in our Newsletter to be able to receive news, special discounts, offers, events and other promotions.

Is it possible to cancel Double Agent Newsletter subscription?

Yes, got to the Newsletter menu to cancel easily your subscription by filling the details and select send.

How to recover my password?

You can recover it easily in the Log in menu. You will receive an email with your new password.

How to ensure that the purchase has performed well?

Once you have processed your order, you will receive an email confirmation. If you do not receive that email, contact us through sac@doubleagentusa.com.

Where to find the order information?

You can see the updated status of the orders in real time by clicking on ‘Order history’. If you purchased as a guest, click on the "Order Information" link that you will find in the confirmation email.

Is it possible to remove items from the order?

Yes, you can delete any item from the shopping bag as long as the order hasn’t been processed yet.

Is it possible to cancel the order?

You can cancel your order depending on its status. You can see the updated status of the orders in real time by clicking on ‘Order history’. If you purchased as a guest, click on the "Order Information" link that you will find in the confirmation email.

What to do if I receive a faulty item?

In the rare case of receiving a faulty item, please contact us through sac@doubleagentusa.com.

What to do if I receive an incorrect item?

In the rare case of receiving an incorrect item, please contact us through sac@doubleagentusa.com.

What is the shipping time for the orders?

The orders in Peninsula and the Balearic Islands are delivered within 24/72 hours (working days). Shipments to other destinations, please, go to shipping conditions.

Is it safe to buy in Double Agent?

Personal and cards data is absolutely safe. The database is recorded in the Spanish Data Protection Agency ,complying with regulations in order to protect, ensure and never use personal information for purposes other than those that we have been authorized. We work with secure servers, so it is impossible for third parties to access these data.

Paying by credit card is safe?

Only credit cards with insurance system CES ( Secure Electronic Commerce ) will be allowed. If your operation has been rejected by the payment gateway, it may be because you have not activated this type of service. In this case, contact your bank to enable payment CES.

Is Paypal save to pay?

Paying through this platform is fast and reliable. It is necessary to log in www.paypal.com.

Which is the shipping cost for the orders?

Free shipping for Peninsula and Balearic Islands. Shipments to other destinations, please, go to shipping information.

What if I can not register to buy?

If you have problems registering on our website, it may be due to several reasons: You were previously registered with the same password or e- mail.

In that case ask us about your new password in sac@doubleagentusa.com.

Required fields or data format is not correct or incomplete.

You did not accept the privacy statement. To be able to purchase, is mandatory to accept the privacy statement.

What if I can not pay?

The most common reason is because the card is not activated to pay Online or the card does not have the security protocol CES enabled. Contact your bank to enable this protocol.

Help links:
http://www.mastercard.com/es/particulares/e-commerce.html
http://www.visaeurope.es/pagar-con-visa/paga-online/

What happens if you are not at home when the cuorier comes?

In this case, the transportation agency will leave a note for you to contact them and arrange a second picking date. If in this second chance you are not at home, we will proceed in the same way to arrange a third round without any additional cost. If in this third attempt is not possible to deliver the order, you will have to go to pick up your order at the nearest transportation agency office within 10 days. After this period, the order would be returned. It is important to note that if the carrier can not enter the portal of your home, he will not be able to let the passing note.

Is the VAT included on the price?

Yes, all the prices of the online store have the VAT included.

Is it possible to have an invoice to a company name?

Yes, if you want to have an invoice to a company name, please contact us through sac@doubleagentusa.com.

Can be the shipping address different from the invoicing address?

Yes, during the check-out process you will be asked to fill the shipping and invoicing information.

Is the invoice sent with the package?

You will find the package delivery note of your order but not the invoice. The purchase invoice will be attached in the email confirmation.

Is it possible to ship to Canary Island, Ceuta or Melilla?

Yes, please find more information in shipping conditions.