Frequently Asked Questions


You must register/register on the Simufy website and indicate the registration email to [email protected] so that we can apply the tax exemption manually. From then on, the customer account associated to that email will show the prices without VAT.

Yes, we ship to the following countries: Argentina, Bolivia, Chile, Colombia, Costa Rica, Ecuador, Guatemala, Honduras, Paraguay, Peru, Uruguay. If your country is not listed above, please contact us for more information.

It's a door-to-door service executed under DAP conditions (Incoterms 2020). It covers all costs related to shipping, documentation, management, and customs clearance, except for local fees, the amount of which varies by each country and payment of which will be required by your competent local authorities.

This applies to a product that is currently out of stock but will be available shortly. The stock availability is indicated on each product page. Completing the pre-order guarantees and reserves one of the units from the upcoming batch. Pre-orders often come with a discount. We recommend placing the pre-order as soon as possible to avoid missing out on the discount or running out of pre-order units, which will be allocated to the next batch.

When a product in our store is in stock, it means we have units available in our warehouses, and therefore, shipping will be immediate

Absolutely. When SIMUFY publishes and offers a product for sale, it is because they have undergone our tests and passed the required quality controls.

It appears in the final step of the checkout process and is calculated based on the entered address and the dimensions/weight of the items in the cart. Customers can choose from several transportation providers.

It is specified in the Shipping Policy, with delivery times of 24/48 hours in Spain (except for Canarias/Ceuta/Melilla), 2-4 working days in Europe, and 4-7 working days for the Rest of the World.

Credit Cards VISA or MasterCard, PayPal, Aplazame, Klarna or Bank Transfer

Absolutely yes. Our online store meets all security requirements to ensure that purchases are safe. Additionally, we have an SSL certificate, which can be seen in the browser's address bar (https), providing an extra layer of security for our customers.

The invoice is generated and sent automatically after receiving your order by email. If you do not receive it, you can always request it at [email protected].

The cut-off time for modifications to the delivery address is before the shipping label is generated. Once the label is generated, no further changes can be made, and any address modifications would require a new shipment, incurring its corresponding cost

By e-mail to [email protected] or by phone at +34 931 310 662 or by whatsapp at +34 607 973 580 during the hours M-F 8-16h. We recommend centralizing communications in a single channel so that information is not lost and/or duplicated.

To exercise your right of withdrawal, you must notify us at (SIMUFY, Ctra. BV-2131 km. 7.2, 08787 Orpí, Barcelona, Spain) by sending a clear statement (such as a letter by postal mail, fax, or email) expressing your decision to withdraw from the contract. You may use the withdrawal form attached as Annex 1 in the Terms and Conditions, although its use is not mandatory. You can also withdraw from the purchase contract electronically by completing a clear withdrawal statement through the form we provide. If you choose this option, we will confirm receipt of the withdrawal of the order by email.

Yes, provided that the product is received in the same condition as it was sent. The refund will be processed after manual verification and confirmation of the returned product, using the same payment method that was originally used. For more information, you can refer to our Returns Policy.

Users will have a period of fourteen (14) natural days to make exchanges or returns from the receipt of the product, in accordance with the provisions of Royal Legislative Decree 1/2007, of November 16, which approves the consolidated text of the General Law for the Defense of Consumers and Users and other complementary laws. For more information, you can refer to our Returns Policy.

The stock availability is specifically indicated on each product page, allowing you to check it on all product pages of our online store.

When the shipping label for your order is generated, you will automatically receive an email with all the relevant details, including the estimated arrival date, tracking information, and tracking links. This email will provide you with the necessary information to keep track of your shipment during its transit.

Simufy provides the option for any customer to postpone the payment of any or all of their orders through the financial entities Aplazame or Klarna.

Klarna offers financing for orders with a total amount of up to 1,500€, with a maximum of 3 interest-free installments.

Aplazame offers financing for orders with a total amount of up to 3,000€, with a maximum of 24 installments with interest. The initial installment and subsequent installments are entirely flexible and can be chosen by the customer.

No, every order is shipped in a single shipment. If the order contains both in-stock and out-of-stock items, the order will be shipped as soon as all the items are back in stock. If you wish to receive the in-stock items immediately, you will need to place multiple orders or request an additional shipping charge for a separate shipment.

If you reside in a non-European Union country and have been traveling in Spain, purchasing different items, before your departure at the airport, authorized Collaborating Entities such as Global Exchange will refund you the taxes paid for those purchases made in the European Union. This is known as VAT refund or Tax Free Refund.
Steps to follow:
1. Request the documents from SIMUFY that certify you as the holder of the tax refund (Tax Free). The traveler must provide the following information: full name, country of residence, date of birth, and passport number of the traveler, for the proper issuance of the DER (Tax Free Form).
2. When you arrive at the airport, the first and essential step is to present your Tax Free documentation (DER) at the DIVA machines for digital validation (if the purchases were made in Spain).
3. Once your Tax Free documents (DER) have been validated (or stamped), it is necessary to go to the Global Exchange offices to request your refund.
The VAT refund (Tax Free Refund) can only be accessed if the documents have been previously validated at the DIVA machines or at the Customs Service.
The companies that Global Exchange has collaboration agreements with are: Global Blue, Planet, Innova, Travel Tax Free, and Tax Refund.
Cash is the only refund method that Global Exchange can manage for tax refunds.
Once the documents are validated (by the DIVA machines or by the Customs Service), the user has up to 4 years to request the refund..

Yes, as long as they reside in a country that does not belong to the European Union and also meet the following requirements:
• The tourist must provide proof of their identity and residence outside the European Union at the time of purchase.
• The purchases must be documented in an invoice and an electronic refund document (DER) submitted to the Tax Agency.
• The purchases must have been made in the mainland or the Balearic Islands. Purchases made in the Canary Islands or the cities of Ceuta and Melilla are not eligible for this scheme.
• The goods must not constitute a commercial shipment. They must have been acquired for personal use, for the use of family members, or as gifts. The nature and quantity of the goods should not imply that they are intended for commercial activity.
• The purchased goods must actually leave the territory of the European Union within three months from the date of delivery.

SIMUFY must issue the corresponding invoice and additionally an electronic refund document (DER), both at the time of purchase. The DER is available on the Electronic Headquarters of the State Tax Administration Agency, where the purchased goods and the corresponding tax will be recorded separately.
The following traveler's information must be included in the electronic refund document: identity, country of residence, date of birth, and passport number of the traveler. The traveler must provide this information to SIMUFY.
The collaborating entity must verify the visa of the DER as a prerequisite for issuing the refund. Additionally, they must notify the Tax Agency that the refund has been processed.
The copy of the form provided (DER) to the travelers will contain a CSV (secure verification code), which allows the traveler to track the status of their VAT refund request at any time.
It is important to note that the DER provided to the traveler must include a barcode or QR code for subsequent scanning at the time of stamping.

To recover the VAT paid in Spain by non-European Union resident travelers, it is necessary that these VAT charges have been previously invoiced and documented in invoices. Additionally, SIMUFY must submit an electronic refund document (DER) to the Tax Agency.
In Spain, the recovery of VAT charges previously paid by non-resident travelers is carried out through authorized Collaborating Entities approved by the Tax Agency. In this case, travelers will present the DER documents stamped by Customs to these entities, who will reimburse the VAT paid on the purchase of goods, deducting the corresponding authorized commission. The traveler must give their consent to such refund. Subsequently, the Collaborating Entities will send the DER documents stamped by Customs to the providers who will make the corresponding refund, in this case, in full.
The refund of VAT to travelers by the Collaborating Entity can be made in cash, credit card, check, or bank transfer.

It is a condition for the refund of input VAT on purchases of goods by non-resident travelers in the EU territory that the goods actually leave the EU territory within a maximum period of three months following the purchase. The VAT Directive 2006/112/EC states more clearly that the goods must be transported ""out of the Community before the end of the third month following that in which the supply takes place"". Example:
- Date of supply: 5 May (evidenced by the date of the invoice).
- Effective date of departure: Before August 31.

The traveler may request the refund of the VAT paid on his purchases in SIMUFY, provided that he meets all the legal requirements and that the electronic refund document (DER), which accredits his purchase, is correctly stamped by the customs office of departure. The maximum term to request the refund is the general four-year prescription period, coinciding with the term of the supplier's right to rectification of the duties charged. Once this period has elapsed, the supplier is not obliged to refund the VAT.

The following are excluded from the right of withdrawal:

  1. The supply of goods or services made to the customer's specifications or clearly personalized.
  2. The supply of goods that are not suitable for return for reasons of health or hygiene and have been unsealed after delivery. For example, underwear, socks.
  3. The supply of goods which, after delivery, and considering their nature, have been mixed inseparably with other items, such as aluminum and/or steel products (such as cockpits, trays, platforms, monitor stands, cockpit accessories, etc.).
  4. The supply of goods acquired through public auction.
  5. Goods that are not in their original packaging;
  6. Goods that have been used or installed with abusive wear and tear and/or have signs of use different from that inherent to their testing.
  7. Products that were purchased in a Refurbished condition.

Products from previous seasons, inventory surplus, new items in perfect condition but with damaged packaging, and lightly used or returned products, all inspected and guaranteed to offer you the best quality.

It is the perfect opportunity to find great deals and save money, without sacrificing the quality that characterizes us.

Please note that due to the nature of the Refurbished category, products are available in limited quantities. Therefore, if you see something you like, don't hesitate to purchase it before it sells out!

Each unit has been carefully inspected and reviewed. There will be units in perfect condition with only damage to the packaging, and returned products, under the protection of our policy, with slight marks/evidence of use that do not affect their functionality


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