Shipping

This website offers its products for the Spanish territory, including the Balearic Islands, Canary Islands, Ceuta and Melilla, Continental Portugal (Azores and Madeira are not included), Continental Italy (Sicily, Sardinia and Capri are not included), Germany, Holland, Austria, Belgium, Ireland and Great Britain (Guermsey, Jersey and Isle of Man not included). Our delivery service only covers the territories defined here. 

The products purchased on our website will be delivered to the shipping address or delivery specified by the user during the purchase process, or may be picked up by our store in the case of having selected the option "Store Pickup". In order to process an order and send it (or pick it up) HeoNalu must have verified that it has been paid in full.

Delivery services are carried out in collaboration with several logistics operators, depending on the area or type of product purchased. In none of the cases, a product can be served in PO Boxes, hotels or non-permanent addresses.

We do our best to keep the stock up-to-date, but in case of not having availability some products may be delayed within the defined delivery period, in any case we will always contact via email to keep you informed of your order and be able to communicate the deadline where we can send you the items you have purchased.

All orders are processed in a maximum time of 24 hours on weekdays, so an order requested on a Friday, Saturday or Sunday, will be processed on Monday. At the time of processing and under normal operating conditions, delivery times vary from 2 to 5 working days within mainland and from 4 to 15 working days for the rest of the areas where deliveries can be made. In any case, the maximum term to deliver the order, unless the parties agree otherwise, is thirty (30) days from the day following receipt of the order confirmation and payment of the same. In the case of requiring any customs management, the delivery time may be altered and will always be communicated to the client.

For orders that include fixed paddles and/or composite boards of 9' or over please see the restrictions section.

The shipping costs for each order will be indicated during the purchase process and not before being confirmed by the user. These shipping costs are not included in the price of the products and are governed by the following:

Destinations where we ship:
  • Spain (peninsula), Balearic Islands and Portugal (except Azores and Madeira)
  • Canary Islands, Ceuta and Melilla
  • Rest of Europe, divided in 6 zones (Z):
    • Z1: Germany, France
    • Z2: Italy (except Serdeña,, Capri and Sicily), Austria, Belgium, United Kingdom (except Guernsey, Jersey or Isle of Man), Holland, Luxembourg
    • Z3: Poland, Czech Republic, Denmark, Hungary
    • Z4: Slovenia, Sweden, Slovakia, Ireland, Romania, Estonia, Finland, Lithuania, Latvia
    • Z5: Croatia, Serbia, Norway, Bulgaria
    • Z6: Turkey, Greece
Store Pickup:
If you wish to pick up your order directly in our warehouse, you must select “Store Pickup” while placing your order. Bear in mind that even if you entered a shipping address in the appropriate field, if you select “Store Pickup” your order will not be shipped. Store Pickup orders do not incur any shipping fees.

Free Shipping:
  • Spain (peninsula), Balearic Islands and Portugal (except Azores and Madeira): All orders to deliver in Spain (peninsula), Balearic Islands and Portugal (except Azores and Madeira), which are greater than € 50 will have free shipping.
  • Free Shipping for the rest of Europe: Free shipping for orders over 150,00 € including VAT, to zones 1,2,3 and 4, and for orders over 300,00 € for zones 5 and 6.
Shippings:
  • Spain (peninsula), Balearic Islands and Portugal (except Azores and Madeira): Free shipping for orders over € 50.00 including VAT.
  • Spain (peninsula), Balearic Islands and Portugal (except Azores and Madeira): Shipping costs € 5.00 for orders under € 50.00 including VAT.
  • Canary Islands, Ceuta and Melilla: Shipments to the Canary Islands, Ceuta and Melilla, require special treatment due to their management in Customs both for the departure of the Peninsula and entry into the different locations. They will have a base shipping cost of € 35.00 for orders with small packages. If the order includes a large accessory, the cost will increase to € 48.00 per shipment. If the order includes an inflatable table, the cost will be € 80.00 per shipment. In case of including or having a SUP table of measures less than 12'will have a total cost of shipping will be € 200.00 and for orders that include a table with a size greater than or equal to 12' the total cost of shipping will increase to € 300.00. If the client has a carrier to manage the shipment, we require that you contact HoeNalu before placing the order
  • Free Shipping for the rest of Europe: Free shipping for orders over 150,00 € including VAT, to zones 1,2,3 and 4, and for orders over 300,00 € for zones 5 and 6.
  • Shipping costs for the rest of Europe: For orders less than € 150 including VAT. Shipping costs will apply as per the following table:

    Package SizeZ1Z2Z3Z4Z5Z6
    Very Small15 €18 €25 €25 €40 €64 €
    Small20 €26 €33 €34 €50 €67 €
    Medium o Paddle34 €38 €43 €50 €58 €126 €
    Big/Long 51 €58 €67 €71 €104 €190 €
    Extra Big/Long150 €170 €190 €200 €300 €380 €

    Package size are as follows:
    • Very Small: small accessories weighting less than 2 kilograms
    • Small: small accessories weighting more than 2 kilograms and less than 10 kilograms, including kites, adjustable and 3-piece paddles
    • Paddle: Fixed paddles.
    • Medium: Inflatable boards, Surf and Kite boards and compact sails
    • Big/Long: Longboards, Windsurf Sails and Paddle Surf boards shorter than 10'
    • Extra Big/Long: Stand up paddle boards bigger than 10' and Windsurf boards
  • If the client has a carrier to manage the shipment, we require that you contact HoeNalu before placing the order
All orders to Canary Islands, Ceuta and Melilla, will be sent with the procedure of DUA (Single Customs Document) for export from the Peninsula and will not include the corresponding taxes and entry costs, which will be borne by the recipient. Commercial invoices for these locations will always be without VAT. In the event that a User in such locations has a logistics operator or carrier, we would appreciate it if you would contact us in advance to be able to offer standard shipping alternatives.

Restrictions on shipments of rigid Stand Up Paddle boards:
All rigid Stand Up Paddle boards usually exceed 3 meters in length and due to limitations of the carriers it may not be possible to get them to the delivery address specified by the customer. Therefore, the following restrictions or conditions on shipments will apply:
  • The carrier will only be obliged to leave the package in the building's doorway or entrance of an address, he will not be obliged to take it to any room, going up or down stairs.
  • For the case of tables greater than or equal to 9'(with approx. 3.15m packaging), the customer may be required to go to the warehouse or delegation that the carrier estimates to return to the table. The client may request a budget for the extra cost of home delivery, which once approved by the customer, will have to pay to manage delivery at home. This may affect the delivery times.
Before finalizing the purchase process and confirming your order, you will be informed of the total cost, including the final prices, discounts applied and additional expenses. In case of not being satisfied, it will be sufficient not to complete the order, otherwise you will be accepting our Terms and Conditions.