Shipping and Delivery

Last updated: 27 July 2026

This page forms part of the Terms of Sale. It explains how your order gets to you, how long it should take and what happens when something goes wrong.

Where we ship

We deliver to mainland Spain, the Balearic Islands and the member states of the European Union.

The Canary Islands, Ceuta and Melilla lie outside the EU VAT and customs territory, so shipments there involve customs formalities and different tax treatment. We handle those on request rather than through the standard checkout. Write to us at Email us before ordering.

We do not currently ship outside the European Union. Any order placed for an address outside our delivery area will be cancelled and refunded in full.

Carriers

• Spain: NACEX, with tracking.
• Rest of the European Union: DHL, with tracking.

We may use an equivalent carrier where that is necessary to deliver on time or to reach a particular address. Fuelnox is not classified as a dangerous good for transport under ADR, RID, IMDG or IATA, so no dangerous-goods surcharge or restriction applies to its carriage. It remains a hazardous mixture for supply and use under CLP; see clause 4 of the Terms of Sale.

Processing and delivery times

Orders placed and paid before 13:00 CET on a working day are normally prepared the same day or the next. We do not dispatch on Saturdays, Sundays or public holidays in Torrevieja (Alicante).

• Preparation: 1 to 3 working days from payment.
• Mainland Spain: normally 24 to 72 hours after dispatch.
• Balearic Islands: normally 3 to 5 working days after dispatch.
• European Union: normally 3 to 7 working days after dispatch, depending on destination.

These times are estimates given in good faith and are not contractual delivery dates. They depend on the carrier and on circumstances we do not control.

The legal outside limit. Unless we have agreed otherwise with you, we will deliver within 30 calendar days of the contract being concluded. If we fail to do so, you may ask us to deliver within an additional period appropriate to the circumstances; if we then fail again, you may cancel the order and we will refund everything you paid without undue delay.

Delivery cost

Delivery is charged separately from the product. The exact cost for your address is shown before you confirm and pay for the order, and it appears on your invoice. Where an order qualifies for free or reduced-cost delivery, that is shown at the same point. Bulk sizes are quoted individually because they ship on a pallet.

Tracking

When your order leaves us we send a dispatch confirmation by email with the tracking number and a link to the carrier. Please follow the carrier's instructions if they attempt delivery while you are out. Carriers normally make a limited number of attempts before returning a parcel to us.

Receiving the goods

Please check the parcel in front of the driver where you can.

• If the outer packaging is visibly damaged, note it on the carrier's delivery note or handheld terminal before signing, or refuse the delivery.
• If you find damage, leakage or a shortage after opening, photograph the parcel, the packaging and the goods, and tell us as soon as you reasonably can. Consumers: within 14 days of delivery. Business buyers: within 8 calendar days, as set out in the Terms of Sale.
• Keep the packaging until the matter is settled. Carriers routinely refuse claims where the packaging has been discarded.

Where goods arrive damaged or a parcel is lost in transit, we replace them or refund you, at your choice, at no cost to you. That is our responsibility, not yours to pursue with the carrier.

When risk passes

For consumers, risk passes to you when you or someone you have named takes physical possession of the goods. If you arrange your own carrier rather than accepting one of ours, risk passes when we hand the goods to that carrier.

For business buyers, risk passes when the goods are handed to the carrier at our premises.

Wrong address, refused and unclaimed parcels

Please make sure the delivery address and telephone number are correct and complete. If a delivery fails because the address was wrong or incomplete, because nobody was available across the carrier's delivery attempts, or because the parcel was not collected from a pick-up point in time, the parcel comes back to us.

In that case we will contact you. You may ask us to send it again, in which case we charge the second delivery at cost, or you may cancel. Where you cancel, we refund the price of the goods; if the failure was not our fault we may deduct the carriage we actually paid out and back. This does not apply where the parcel returns because you exercised your right of withdrawal correctly, which is covered in the Returns, nor where the failure was our error or the carrier's.

Partial deliveries

If part of your order is available immediately and part is not, we may ship in instalments at no extra delivery cost to you. We will tell you first, and you may instead wait for a single complete delivery or cancel the unavailable part for a refund.

Questions

Write to us at Email us with your order number and we will chase the carrier for you.