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If I have a question, how can I resolve it?
Send us a message, and we will respond as soon as possible. If you can't wait for our reply, please visit our FAQs section below or send us a WhatsApp message.
Do you have a contact phone number?
For any questions about our products or services, you can reach us by phone or WhatsApp at +34 680 919 934, and we will respond as quickly as possible.
PURCHASES
What payment methods do we accept?
At Fastome, we offer several completely confidential and secure payment methods:
- Credit cards
- Bank transfer
- PayPal
If my order is rejected at the time of payment, what can I do?
A message will appear indicating the type of error that caused the order to be rejected. You can change the payment method you initially selected. If you prefer, contact us via email atfastome@fastome.com or by phone at +34 680 919 934.
What can I do if I'm interested in an item that is out of stock?
If you want an item that is out of stock, send us a message and we will inform you about restocking and delivery times.
SHIPPING
When will my order arrive?
Our shipments usually arrive within 24-48 hours, provided the product is in stock and the destination is on the mainland. However, this depends on the courier services. The order must be received along with payment confirmation, no later than 15:00 CET; otherwise, we cannot process it until the next business day (we consider weekdays from Monday to Friday, excluding official holidays). In the case of payment by bank transfer, we will wait for payment confirmation before proceeding with shipping. No deliveries are made on weekends or holidays.
For other destinations, delivery times usually range from 4 to 7 business days, unless the goods have to go through customs control.
Where do we ship to?
We ship to anywhere in the world.
Remember that:
- Residents of the European Union: Prices include VAT.
- Residents of non-EU countries: Are exempt from VAT. Prices do not include import taxes (customs duties), which will be paid at the destination to the carrier by the buyer.
- Non-EU territories include the Canary Islands, Gibraltar, Andorra, Ceuta, and Melilla. Fastome will not be responsible for taxes or customs charges on purchases to countries not belonging to the European Economic Area.
How much do shipping costs?
Shipping costs are calculated automatically during the payment process, before finalizing the order. If your order is equal to or greater than 49.00€ (including taxes), shipping will be free for the mainland. If it is less, you will have to pay 6.00€ in shipping costs.
For the Canary Islands, shipping costs are 40.00€. For the Balearic Islands, Ceuta, and Melilla, the shipping cost is 10.00€. For other destinations, shipping costs will appear automatically once the address is correctly registered.
Can I track my order?
Yes. By registering at fastome.com, a user account will be created that allows you to manage all your orders and see the status of each shipment: pending, shipped, delivered.
RETURNS
If I buy a product and I don't like it, can I exchange it or return it?
Absolutely! If you are not satisfied with your purchase, you can return the items in their original condition (with all packaging, labels, and products) within 14 calendar days of receiving them. We will issue the corresponding refund. The equipment must be sent back in the same condition it was received, with the box, user manuals, and all components. Once received and inspected by our technical department, we will proceed with the refund.
Who pays for the shipping costs when I return a product?
If the return is due to an error in the preparation of the order or a defect in the product, all shipping costs will be covered by Fastome. In this case, contact our customer service via form. In other cases, the return shipping costs will be the responsibility of the customer, provided the material is in perfect condition and contains all its parts. If the product is returned without its original packaging or damaged, it may suffer depreciation, and the customer will be informed about the new return conditions.
How is a return made?
In Spain, we will arrange for a transportation company to pick up the package. To do this, contact us through the contact form, providing your full address, a contact phone number, the number of packages to be picked up, and an IBAN (if the payment was made by cash on delivery). In other territories and countries, we do not make pickups, and it is the customer's responsibility to send the merchandise back. Remember to include the return slip in the package so we can identify your order. We recommend keeping a proof of shipment.
How is my money refunded?
The customer is responsible for return shipping costs, so 8.00€ will be deducted from the refund amount for returns on the mainland, or the corresponding amount for the Balearic Islands, Canary Islands, Gibraltar, Ceuta, and Melilla. Once the equipment is received and inspected, the refund will be processed within a maximum of 3 business days. Any refund will be automatically issued to the account used for the original purchase, and it typically appears within 2 to 3 business days after the refund is confirmed. This may vary depending on the card and issuing entity.
Can I request a refund of the shipping costs in case of order return?
If you receive the wrong or defective product, the procedure to follow is outlined in the warranty returns, and Fastome will cover the shipping costs.
What warranty do Fastome products have?
All equipment and products from Fastome.com come with a total warranty of two or three years from the date of delivery. During this period, we cover technical assistance if needed. If your equipment breaks down, simply contact us and send the product to our warehouses. We will assess the product and proceed to repair it or replace it with a new equivalent if repair is not feasible.
The warranty is valid only if the equipment has been used according to the instructions. In case of incorrect use that does not conform to the instructions, Fastome is exempt from responsibility, voiding the product warranty.