Last updated: October 15, 2026
We want you to love what arrives at your door. This page tells you, before you pay, what happens if something goes wrong. It is part of our Terms of Sale.
The short version
- Food cannot be returned. For food-safety reasons we cannot accept returned food, or exchanges because of taste or change of mind.
- Damaged in transit or wrong item? We make it right. For food, contact us within 24 hours of delivery with photos (non-food items: within 48 hours) and we will send a replacement or refund you (one replacement per order).
- Knives, ham stands and other non-food accessories: unopened and unused, you can return them within 30 days.
- Ensaimada and Roscón de Reyes are made to order and have their own rules (see below).
1. Perishable and food items: no returns
Cheese, sliced ham, sausages, whole hams, oils, olives, sweets and every other food item are not returnable, because we cannot resell food once it has left our hands and because it is not safe to do so. This does not affect your right to a remedy if something is wrong with the order, as described next.
2. Damaged, spoiled or incorrect items: we’ll make it right
If your order arrives damaged, spoiled (for example, no longer cold or showing signs of spoilage), or with an incorrect or missing item:
- Contact us within 24 hours of delivery at hello@spainathome.com or +1 (954) 982-5403. The delivery time is the one shown in the carrier’s tracking, or the time of hand delivery. For knives, stands and other non-food items you have 48 hours.
- Send photos of the product, the inside of the box and packing materials (including the cold packs, if any), the outer box, and the shipping label. Include your order number. For whole hams and paletas we may also ask for a short, uncut video of you opening the box and a photo of the ham’s seal or label.
- Do not discard the products until we have replied. We may ask for more information or ask you to send the item back; if so, we arrange and pay for the return.
After we review your claim we will offer a replacement or a refund to your original payment method (your choice; store credit is also available if you prefer). We send one replacement per order: if the replacement also arrives damaged or wrong, we refund you. We will reply within 1 business day.
Late claims are not covered. Food can change quickly once it has been delivered, so after 24 hours (48 hours for non-food items) we cannot know whether a problem started before or after delivery. Once the carrier or our driver delivers your order, looking after it is your responsibility. We do not cover spoilage that happens after delivery, for example a package left outside or on a porch because nobody was home, you were traveling or your return was delayed, a refrigerator that wasn’t cold enough, or delivery problems caused by an incorrect address. If you will be away, tell us before we ship and we will hold your order or move the delivery date. Any help we offer outside this policy is a one-time courtesy at our discretion and does not change these rules.
What is not damage on a cured ham. A whole ham or paleta cures for months in natural cellars. A white or bluish bloom of mold on the rind, tiny white crystals in the meat (tyrosine, a sign of long curing) and fat that softens or “sweats” in a warm room are normal and do not mean the ham is spoiled. The product page explains how to handle them.
3. Non-food items: 30-day returns (knives, stands, utensils and similar)
You may return unopened, unused non-food items such as knives and ham stands in their original packaging within 30 days of delivery for a refund of the item price.
- Contact us first at hello@spainathome.com for return instructions and a return address. Please don’t send items back without contacting us.
- Return shipping is paid by you, unless the item is defective, damaged or not what you ordered, in which case we cover it.
- Original shipping fees are not refunded unless the return is due to our error.
- Items that arrive damaged or not as ordered should be reported within 48 hours of delivery, as described above. Manufacturing defects that appear later are covered by the manufacturer’s warranty, if any.
4. Made-to-order items (Ensaimada and Roscón de Reyes)
These are handmade for the delivery date you choose, so:
- You may change or cancel for a full refund until 72 hours (3 days) before the delivery date. After that, we cannot cancel because preparation has begun.
- If an item arrives damaged or not as ordered, report it within 24 hours of delivery with photos and we will replace or refund it.
- If we are unable to deliver on your chosen date, you can pick a new date or receive a full refund.
- Please check the product page for ingredients and allergens before ordering. We cannot refund because of an allergic reaction or preference for a different taste.
5. Late or undelivered orders
If we can’t ship your order in the time we promised (or within 30 days if no time was promised), we will notify you and you can cancel for a full refund. If your order is lost in transit, we will replace it or refund it.
6. Cancelling an order
You can request cancellation before your order ships by emailing us right away with your order number. Once an order has shipped or been prepared, we can no longer cancel it, except for made-to-order items as described above.
7. How refunds are paid
- Refunds go back to your original payment method.
- We process approved refunds within 3 business days. Your bank or card issuer may take additional time to post it.
- If you paid with Klarna, Affirm or Afterpay, the provider adjusts your payment plan; how and when that appears depends on the provider.
- Refunds of the item price include the sales tax collected on the item, if any.
8. Chargebacks
If you have a problem with an order, please contact us first. We will work with you quickly.
9. If the law gives you more rights
This policy does not limit any rights you have under the law of your state that cannot be waived.
10. Contact us
Email: hello@spainathome.com Phone: +1 (954) 982-5403 UPPENDI CORPORATION, doing business as Spain at Home, 3200 NW 62nd Ave, Unit #1001, Margate, FL 33063, USA