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Welcome to our help section. Here you will find answers to the most common questions about orders, delivery, our products and gourmet gifts. If you need personalised assistance, we will be delighted to help.
A – SHOPPING AT 11 TESOROS IBÉRICOS
1. What products can I buy at 11 Tesoros Ibéricos?
Our Ibérico hams, shoulders and cured sausages (lomo, lomito, chorizo and salchichón), sliced products and a gourmet selection of cheeses, olive oils and wines. We also offer gift packs and hampers. Browse each category for available sizes, presentations and stock information.
2. How do I place an order?
Choose your products, select the presentation and quantity, add them to your basket and proceed to checkout. Enter the delivery address, check the shipping costs and complete payment. Your order will be processed once payment has been confirmed.
3. Do I need to register to make a purchase?
Not necessarily. Our current terms allow you to shop either as a registered customer or as a guest. Creating an account makes it easier to view orders and manage your details for future purchases.
4. Can I change or cancel an order after paying?
Email us as soon as possible at tienda@11tesorosibericos.com, quoting your order number. We will check whether a change or cancellation is still possible, depending on how far the order has progressed through preparation and dispatch.
5. What happens if a product goes out of stock after I have ordered it?
If, exceptionally, a product becomes unavailable, we will contact you to explain the situation and arrange an appropriate solution. We will not simply replace it with a different product without consulting you.
6. Can I buy a whole piece or have it sliced?
The product page shows the available presentations, including whole pieces, packs of slices and, for certain products, hand-carved slices.
7. Do hams and shoulders weigh exactly the amount stated?
Where a piece is offered within a weight range, its actual weight may vary within that range. The product page specifies the presentation and applicable weight range.
B – PAYMENTS, PRICES AND INVOICES
8. Which payment methods do you accept?
We currently accept credit and debit cards, PayPal, bank transfer, Bizum and instalment payments through seQura. The available options are shown at checkout.
9. Is it safe to pay by card?
Yes. Secure, encrypted connections and authentication systems are used to protect the payment process. Always check that you are on our official website before entering your details.
10. When will an order paid for by bank transfer be prepared?
We begin processing the order once we have confirmed receipt of payment. If you choose bank transfer, you will receive payment instructions; please include your order number as the payment reference.
11. Do prices include tax?
Yes. The final product prices shown include the applicable taxes. Before confirming your order, you can review the cost of your products and any shipping charges.
12. Can I request an invoice?
Yes. If you require an invoice with your tax details, please provide them accurately during checkout or email tienda@11tesorosibericos.com with your order number.
13. How do I use a discount code?
If you have a valid voucher code, enter it in the relevant field at checkout. Discounts and any restrictions are subject to the terms of each promotion.
C – SHIPPING AND DELIVERY
14. Where do you deliver?
We deliver to mainland Spain, mainland Portugal and various destinations within the European Union. Availability may vary by product category. Please consult our Shipping page and check availability when entering your address.
15. Do you deliver to the Canary Islands, Balearic Islands, Ceuta or Melilla?
These destinations are temporarily excluded. If you require a special delivery, please contact us before placing your order.
16. How long will my order take to arrive?
The total delivery time for mainland Spain is approximately 3–6 working days, including preparation and transport. Delivery may take longer to other eligible destinations. All times are estimates.
17. Do hand-carved products take longer?
Yes. Hand-carving requires special preparation, so please allow one week for preparation, plus delivery time.
18. How much does delivery cost?
Delivery charges depend on the destination, weight or presentation, and product category: Ibérico products, olive oils, wines or gifts. The applicable charge should be displayed at checkout before you confirm your order.
19. Do you offer free delivery?
Yes. Free delivery is available for certain categories and promotions when specific conditions are met. Check the current offer details and the final amount in your basket before purchasing.
20. Will all my items arrive together?
Usually, yes. However, occasionally a product may be dispatched from another warehouse, in which case your order may arrive in separate deliveries.
21. Can I send my purchase to someone else or to another address?
Yes. Enter the recipient’s delivery address during checkout, separately from your billing details where applicable. Take particular care to check the name, telephone number and postcode.
22. What should I do if I am not at home when the courier arrives?
Follow the delivery company’s instructions and check any messages relating to your order. If there is a problem, provide us with your order number so that we can help.
23. How can I track the status of my order?
You can view orders linked to your account. If you need further information about preparation or delivery, email tienda@11tesorosibericos.com with your order number.
D – PROBLEMS WITH ORDERS
24. How do I request a return?
Email tienda@11tesorosibericos.com, quoting your order number and explaining the reason. We will advise you of the applicable procedure based on the type and condition of the product.
25. What should I do if I receive the wrong product or an item is damaged?
Contact customer service as soon as possible, quoting your order number and attaching photographs of the product, packaging and label, where available. Keep the item and its packaging until you receive further instructions.
26. What happens if an item is missing from my order?
Email us with your order number and details of the missing product. We will review the preparation and delivery of your order and offer a solution.
27. When will I receive a refund?
Once we have confirmed that a refund is due, it will be issued in accordance with the applicable statutory timescales and payment method. Our team will provide details for your particular case.
E – PRODUCTS, STORAGE AND ENJOYMENT
28. What is the difference between Ibérico ham and shoulder?
Ham comes from the pig’s hind legs, while shoulder comes from the front legs. They differ in size, yield, texture and nuances of flavour; both offer a distinctive gastronomic experience.
29. What do bellota, cebo de campo and cebo mean?
These are designations relating to how Ibérico pigs are fed and reared. Always check the full product designation and the percentage of Ibérico breed stated on the label to understand the specific characteristics of each product.
30. What is the difference between machine-sliced and hand-carved products?
Both offer ready-to-serve Ibérico. Hand-carving is a traditional craft in which each slice is tailored to the piece, while machine slicing provides a consistent, convenient presentation.
31. How should I store a whole ham or shoulder?
The important thing is to remove the transport packaging, allow the piece to breathe and store it in a cool, dry, well-ventilated place, preferably between 15 and 20°C.
32. How should I store packs of sliced products?
Always follow the temperature and storage instructions on the packaging. Once opened, store and consume the contents in accordance with the product-specific guidance.
33. Should I take sliced products out of the fridge before serving?
Allowing them to come closer to serving temperature may help bring out their aromas and texture, provided you always follow the storage and consumption instructions on the label.
34. Where can I find ingredients and allergen information?
You will find the relevant food information on the product page and, most importantly, on the product label. If you have an allergy or intolerance, please contact us before purchasing.
35. How can I tell whether a product has PDO status or organic certification?
The product page and label identify any applicable designations of origin, certifications or quality marks. Not every product within a category carries the same certifications.
36. Do wines and olive oils require special storage conditions?
Yes. Follow the producer’s recommendations. In general, avoid excessive heat, direct light and sudden changes in temperature. The instructions on each product’s label take precedence.
F – GIFTS, PACKS AND CHRISTMAS HAMPERS
37. What is the difference between a gift pack and a Christmas hamper?
Gift packs bring together a selection of gourmet products to enjoy or give on different occasions. Christmas hampers are specially designed for festive celebrations and may include sweets and other seasonal products.
38. Can I send a gift pack or hamper directly to the recipient?
Yes. You can provide a delivery address different from the billing address. Please make sure the recipient will be available to accept the parcel within the expected delivery period.
39. Can I include a greeting card or personalised message?
If you would like to add a personal message, contact us before completing your order. We will confirm whether your chosen presentation can accommodate it.
40. Can I change the products in a gift pack or hamper?
Each pack has a set selection of products. If you need something different, request a tailored proposal before purchasing so we can check what is possible.
41. Do you prepare corporate gifts or orders for multiple recipients?
Contact our team to discuss corporate gift packs, large quantities or deliveries to several addresses. We will prepare a proposal based on the products, destinations and available lead times.
42. When should I place my Christmas order?
We recommend ordering well in advance for Christmas, particularly for large quantities, hand-carved products, multiple recipients or international destinations. Please check lead times before confirming a delivery required by a particular date.
G – CUSTOMER SERVICE
43. How can I contact 11 Tesoros Ibéricos?
You can email tienda@11tesorosibericos.com or call +34 949 874 055 / +34 949 874 074. You can also use the contact form on our website.
44. What information should I include when enquiring about my purchase?
Please include your order number, the email address used for the purchase and a brief description of your enquiry. If you are reporting a problem, attach photographs where they may help us resolve it.
45. What if I need advice on choosing a ham or a gift?
Tell us what type of product you are looking for, your approximate budget and the occasion. We will help you compare options and find the selection that best suits your needs.