Frequently asked questions
about Regalo Original.

You can personalise your gift with photos and text in our personaliser, which you can access before, during or after your purchase. You can also apply effects and try out the options available for each product. Think of that photo that always makes you both laugh, or a phrase only the two of you understand: that's where the magic begins. ✨

The options change depending on the product, because you don't personalise a mug the same way as a cushion or a calendar. With each gift you'll find the tools that go with it. Have a play with the possibilities and, if you need a hand shaping your idea, we're here.

Yes! Most of our products let you see a preview during the buying process, before you pay. That way you can get an idea of how your gift will look with the photo, text and design you've chosen. 😊

Use that moment to check the names, dates and the framing of the image at your leisure. Preview options depend on the product; if you have any doubts about what you're seeing, write to us or give us a ring and we'll help you check it.

The quality needed to print a photo depends on the product and the print size. Whenever you can, upload the original photo: images sent via WhatsApp or downloaded from the internet may have lost resolution and detail.

As a guide, an image larger than 1 MB is usually fine for printing on most products, although file size alone doesn't guarantee quality: resolution and print size matter too. If you're unsure about a particular photo, tell us which gift you'd like to use it on and we'll advise you.

Our personaliser is easy to use, but we know that choosing a photo, placing some text or getting the design you have in mind can sometimes feel like an uphill struggle. If you get stuck, give us a call or write to us: we'll be delighted to help. 😊

Tell us which product you want to personalise and which step you need help with. You don't need to know anything about design or have the perfect idea all worked out; we can guide you so you end up with a gift you're really happy with.

You can use JPG, PNG and GIF images to personalise your gift. If you have a photo saved on your phone or computer, check that it's in one of these formats before uploading it to the personaliser.

As well as the format, quality matters: whenever you can, use the original file. Images forwarded on WhatsApp or downloaded from the internet may have lost detail, and it shows when they're printed. If you're not sure whether your photo will work for the product you've chosen, ask us and we'll advise you. 📷

Yes! If you've added a gift and decided you'd rather have another, you can remove it from your basket. You'll find an X next to each product: click the one next to the item you no longer want and it will be removed from your selection.

Before confirming your purchase, take a moment to check that all the products you want to give are there. And if you're still choosing, no worries: putting together a good surprise sometimes means changing your mind a couple of times. 😉

Do you have an idea that isn't among our options? Tell us all about it. 😊 You can get in touch so we can look at the design you have in mind and check whether it can be done on the product you like.

Every gift has its own personalisation possibilities, so we'll look at your idea and advise you on how to make it happen. We'd love to hear it!

The delivery cost depends on the destination and the service you choose. Receiving your gift in a specific time slot isn't the same as choosing economy delivery or a pick-up point, so you can pick the option that best suits your surprise.

In our delivery times and costs section you'll find the rates and the different options. Remember that delivery to pick-up points is free for orders of €35 or more in mainland Spain. 📦

Yes, during checkout you can choose the date and one of the time slots available for the delivery address. For us, the when is just as important as the who: a birthday, a surprise breakfast, or that moment when you know the other person will be at home. 🎁

Depending on the destination, different days and time slots will be available. During checkout you'll be able to see the options and choose the one that best fits your idea. That way you'll know what's possible for that address before you confirm the order.

Yes! On Saturdays we deliver across Spain, and on Sundays in Madrid and the surrounding area. Because a birthday or a special date doesn't always fall between Monday and Friday, and we like being part of those weekend surprises too. 😊

The days and time slots available for your destination appear during the buying process. Enter the delivery address and check the options so you can plan your gift in good time; if you need help choosing, just ask us.

On public holidays we only deliver in Madrid and the surrounding area. If you're planning a surprise for a special date, bear this in mind from the start so you can organise the order and pick a day when we can get it to its destination.

Local holidays count too: it's the customer's responsibility to find out about those in the delivery area and keep them in mind when choosing the date. A holiday there may be a working day in another city, so it's worth checking before you place your order.

Presentation is part of the surprise too. We prepare every gift with care so that receiving and opening it is a special moment, from the minute the box arrives until the person discovers what you've chosen for them. 🎁

In “How your gift arrives” you can see our boxes and different examples of presentation, and find out a little more about how we prepare orders. It's the best way to get an idea of what that special person is going to receive.

During checkout, enter the destination postcode to see the delivery options. If the gift can be collected from a pick-up point, you'll be able to select that option and choose one of the available points. It's a handy alternative if you'd rather arrange to collect it than wait for the parcel at home. 📦

Delivery to pick-up points is also free for orders of €35 or more in mainland Spain. You can see the options and their conditions in our delivery times and costs section.

We don't offer additional gift wrapping. That said, we take care over the presentation and prepare our products with love: we know that opening the box is part of what you want to give. 🎁

If you'd like to see how we present and send our products, pop over to “How your gift arrives”. There you'll find different examples of our boxes and how we prepare the surprises, so you can get an idea before you buy.

Yes! Delivery to pick-up points is free for orders of €35 or more in mainland Spain. A great option for collecting your gift whenever suits you best. 📦

If you prefer another delivery option, you can see the services and their rates in our delivery times and costs section.

Yes, we also send gifts to the Canary Islands, the Balearic Islands, Ceuta and Melilla. Surprises travel that far too! 😊

The cost of these deliveries is different from deliveries within mainland Spain. Check the rates and delivery options so you can prepare your order with all the information.

To place an order with Regalo Original, choose your products on the website, personalise them, fill in the delivery details and confirm your purchase. 99.9% of our orders are placed independently this way. Depending on the gift, the destination and availability, you can receive it in as little as 24 hours. 🎁

Would you rather we gave you a hand? You can also write or call us and we'll take your order ourselves. We'll help with whatever you need so that preparing the surprise is easy.

In general, ordering 24 hours before the delivery date is usually enough, although it depends on the product, the destination and availability. Our advice is to order with as much time to spare as you can: that way you'll prepare your surprise with more peace of mind. 😊

In campaigns like Valentine's Day we receive a huge number of orders and can reach the limit of our capacity. That's why we may not be able to fulfil yours from one day to the next. If you already know what you want to give and when, best not to leave it to the last minute!

Of course! The details of the person placing the order and those of the person receiving the gift can be different. You can send it to yourself to hand it over in person, or have it arrive directly with that special person. 💝

During checkout, enter the sender's details and the recipient's address in the relevant sections. That way we'll know who to deliver the surprise to.

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The surprise is safe! 🎁 Since our orders are gifts, we don't include any price information or invoices inside the package. The person who receives it can enjoy the gift without finding the amount you paid when they open the box.

Price and billing details are sent by email only. That way, the person placing the order keeps that information and the recipient is left with what matters: the gift and the affection behind it.

We send you a first email with all the order details before you pay and a second message once you've confirmed it. In them you'll find the information to check what you've ordered and the delivery details. 📩

If you can't find them, have a look in your spam or junk folders. And if you need help locating your order, write to us or give us a call and we'll check it with you.

You can change the personalisation of your order if the product hasn't been made yet, and the delivery address if the parcel hasn't been dispatched yet. Once the gift has been made or the parcel dispatched, respectively, we won't be able to make those changes.

Write to us or call us as soon as possible, giving your order number and what you need to change. Our process is automated and we have production shifts running 24 hours a day: if you write to us late in the afternoon, we may not see your message until the next day, by which time the gift may already have been made. Receiving your message doesn't automatically stop production.

If the courier arrives and finds nobody in, a new delivery can be arranged or the parcel can be collected from the courier's depot. The surprise will have to wait a little, but we can help you find the best option. 📦

Check the tracking information to coordinate with the courier. If you have any questions or need help, contact us and we'll look into your case.

You'll automatically receive an email with the tracking link when we hand your order over to the courier. This normally happens the afternoon before delivery, so you'll be able to follow your gift's journey from that message. 🚚

From that link you can see how the delivery is progressing. If you haven't received the message yet, check your junk mail too; if you need help, we're here.

If your gift arrives broken, damaged or with a mistake, write to [email protected] with your order number and an explanation of what happened. We want to help you put it right, and we need those details to find your purchase and look into your case.

If possible, attach photos showing the problem and tell us which product is affected. That way our team can look into what happened with all the information to hand and help you more quickly.

Personalised products are made especially for you, with your photos, names or designs, and can't be returned under the right of withdrawal. If the product isn't personalised, you can request a return or ask about an exchange, as long as it isn't subject to another legal exception, such as products that expire or deteriorate quickly.

In a return under the right of withdrawal, the direct costs of sending the item back are borne by the consumer. Write to us with your order number so we can tell you how to process it, and check the terms and conditions of purchase for the deadlines and requirements.

If the product arrives damaged, has a defect or isn't what you ordered, it's different: your rights remain in place for personalised products too. Tell us what happened and we'll help you sort it out.

Write to us with your order number and we'll tell you where the refund stands. We'll look into it with you so you know how it's going. 😊

Bear in mind that, even though we've already issued the refund, the bank may take between 2 and 7 working days to show the amount in your account.

We're in Alcobendas, Madrid, at 12 Calle Valportillo Primera. This is where we work, make our products and prepare the surprises that later travel to their recipients. Behind every order there's a team and a place where everything takes shape. 😊

At our premises we can help with any questions and you can collect your orders. It's not a shop in the usual sense, but since we make the products ourselves, you can also come and see and touch them to get an idea of what they're like.

Yes, you can trust us, and we're rather nice too! 😊 We're a family business and we've been preparing gifts and surprises for more than 20 years.

Behind the website there are ordinary, flesh-and-blood people who really want to do things well… and the odd cup of coffee along the way. ☕🙂 If you'd like to put faces to names and learn our story, we tell it in “About us”.

At our premises in Alcobendas we're waiting to answer your questions and hand over your orders. It's not a shop in the usual sense, with shelves and a till for popping in to buy: it's the place where we make gifts a reality. 😊

Since we make our products ourselves, you can also come and see and touch them to get an idea of what they're like. We're at 12 Calle Valportillo Primera, Alcobendas, Madrid.

You can find the terms and conditions of purchase on our general terms and conditions page. There you'll find the information worth knowing before you confirm an order, so you can buy with all the details to hand and no lingering doubts.

Here's the direct link so you can read them at your leisure. If there's a section you don't understand or you'd like to know how it applies to your order, write or call us: we'll help you clear it up in plain language.

We deliver our breakfasts all over Europe! 🥐 You can surprise someone close by, or brighten the morning of that person you wish you had a little closer.

When preparing your order, enter the destination to see the dates, delivery options and delivery costs available for that address. That way you can plan the surprise with all the details.

We prepare every breakfast with lots of love, taking care over both what's inside and how it's presented. We want the person who receives it to open the box and think: “Wow, how amazing!” 🥐🎁

In “How your gift arrives” you can see different examples of our boxes and presentations. Pop over and have a look to get an idea of the moment waiting for that special person.

Yes, we have gluten-free, lactose-free and nut-free breakfast options. Check the ingredients and allergens of the breakfast you're interested in to see what it includes and whether it suits what you need. We want to help you choose with all the information. 😊

Check the information for the breakfast you're interested in and, if you have any allergy, intolerance or question about its ingredients, write to us before placing your order. Tell us your situation and we'll help you go through the options.

Our breakfast packs have fixed contents, so their products can't be changed individually. Each pack brings together a specific selection: you can check what it includes to choose the one that best suits that person's tastes. 🥐

If you'd rather decide what goes in the surprise yourself, we have a build-your-own breakfast where you can choose whatever you want to include. It's a good option for putting together a combination to your liking and paying a little more attention to the little details you know they'll love.

Yes! We prepare the products in our bakery the day before delivery and vacuum-pack them to keep them in good condition. Behind every breakfast there's a lot of preparation and a lot of love. 🥐

We have laboratory tests showing good preservation even a week later, under the storage conditions tested. Always follow the storage instructions for each product to enjoy it at its best.

You can choose from several time slots during checkout: from the crack of dawn to different times throughout the morning. ☀️

The available options depend on the destination. When you enter the address you'll see the time slots you can choose from and pick the one that best suits your surprise.

Yes! A delicious surprise doesn't have to stop at breakfast: we can also deliver it in the afternoon, as a teatime treat. A coffee, something tasty and an unexpected gift can brighten a morning just as much as the end of a day. ☕

During checkout you'll be able to see the time slots available for the delivery address and choose the moment that suits you best. Think about when that person will be able to enjoy it and prepare the surprise for that occasion.

You can pay for your order at Regalo Original by card, bank transfer, Bizum or PayPal. During checkout you'll find these payment methods so you can choose the one you prefer and complete your order in whichever way is most convenient for you.

If you have any doubts when paying or can't manage to finish the process, get in touch and tell us what's happening. We'll help you sort it out so you can carry on with your order and focus on the fun part: preparing the surprise. 😊

Check that the card number, expiry date and security code have been entered correctly. Also check that the card is active, hasn't expired and allows online purchases.

If your bank asks you to confirm the payment from its app or with a code, complete that step to continue.

• Check your connection and try again with an up-to-date browser or from another device.
• If you're using a company network, its restrictions might be interfering with the payment.
• You can also choose one of our other payment methods: transfer, Bizum or PayPal.

If the problem continues, call or write to us and we'll help you sort it out.

During checkout you can enter your billing details and request the invoice for your order.

Forgot to do it? Don't worry: you can also ask for it afterwards by contacting us. Give us your order number and the details that should appear on the invoice and we'll help you. 😊

We don't offer cash on delivery, so it isn't possible to pay for your order when you receive it. You can use a card, bank transfer, Bizum or PayPal and choose whichever you prefer during checkout.

If you're not sure how to complete the payment with any of these options, call or write to us. We'll explain how to go about it so you can prepare your gift in peace and not get stuck at that last step. 😊

To request a quote for corporate gifts, write to [email protected]. Tell us the type of gift, the approximate quantity, the personalisation you have in mind, the destination and the date you need it by.

With that information we'll prepare a proposal for your company and help you shape the idea. We love a challenge and a good surprise! 🎁

Of course! We handle large orders and apply the corresponding volume discount. If you're preparing a gift for your team, your clients or an event, tell us what you need and we'll go through it with you. 🎁

Tell us which products you're interested in, how many you need and by when. With that information, our sales team will prepare a quote with the appropriate discount and can advise you on how to shape your order.

Yes, we can send a corporate gift order to several addresses. If you need the gifts to reach different offices, clients or team members, write to [email protected] with your idea and we'll organise the deliveries with you.

We'll do everything we can to make it easy for you, so that you spend as little time on it as possible. You tell us what you need; we'll help you make it happen. 😊

We're used to last-minute emergencies and we've done some truly crazy things to arrive on time! 😊 It's best to write to us as soon as possible with what you need, the quantity and the destination so we can see how we can help.

To give you an idea, on most occasions we can deliver 100 or 200 mugs the next day if the order is confirmed before 14:00. It depends on availability, personalisation and destination, so tell us your idea and we'll let you know if we can make it in time.

We'd love to meet you! 😊 Write to [email protected], attach your CV and tell us a little about yourself: your experience, what you like doing and what you'd like to bring to the Regalo Original team.

You don't need to have seen a specific job ad to write to us. If you'd like to work with us, we'd like to know what you can do and in which areas you'd like to develop your career. What matters is that we get to know a little more about the person behind the CV.

Yes, we take on people all year round, although it's during our campaigns that we most need to expand the team: Christmas, Valentine's Day, Father's Day, Mother's Day and the teachers' campaign. They're times with a lot of work and a huge number of surprises to prepare. 🎁

If you're interested in working with us, you can write to [email protected] and send us your CV. Tell us about your experience, the kind of work you'd like to do and your availability, so we can get to know you better.

Yes! If you're looking for a work experience opportunity, write to [email protected] with your CV and tell us what you're studying, what you'd like to learn and which area you'd like to get involved in. We'd love to hear about your interests and what excites you about this stage. 😊

You can also tell us about your availability and what you need to complete work experience as part of your studies. That way we'll have more context to look at your proposal and understand how your learning could fit with the work we do at Regalo Original.

We're a family business and the average length of service in our team is over six years. We do everything we can to make people feel comfortable and able to grow with us, both professionally and personally. 😊

We're not going to tell you that “we're a family”, because you only get one mum. What we do aim for is a pleasant, safe space with room to grow, where you'll enjoy working and contributing ideas.