FAQs - Arrocería Formentera

About the restaurant

Table reservation conditions

Reservations may be cancelled and your table available for the restaurant to assign it to other clients if the delay exceeds our 20-minute tolerance limit of courtesy waiting period. If you are running late and wish to maintain your reservation, please call our restaurant phone number. We may charge a 10€ reservation deposit per person as a guarantee of attendance, which will be returned on the day of reservation and deducted from the amount to be paid for final consumption on your receipt. If you cancel your reservation less than 24 hours before the confirmed booking or you do not show up, we may not return your 10€ per person deposit fee. Reservations only for lunch and dinner food and drinks consumption and not for drinks exclusively. Table assignment will be based on the conditions of service and will not be the customer's choice. The duration of your table to enjoy your reservation will be 1 hour and 45 minutes. Food menu products reservations are not accepted in advance of the date unless event closed menu for groups (conditions of group menus expressed in the budget file sent by email).

Delivery food service

How far in advance do I need to place my paella order?

The paella dishes are fresh made and need a minimum time of cooking and delivery time of 45 minutes to 1 hour* (Estimated time may vary depending on delivery availability within the time slot. We recommend placing your order as soon as possible).

How and where can I get my deposit for the paella pan back?

Bring us to the restaurant the receipt of your order purchase associated with the number of paella pans and the corresponding amount charged for them or keep them and exchange them on the next delivery order (see our paella pan deposit conditions here in FAQs).

Is the deposit included in the price of the paella?

No. The sale price of paellas does not include the 5€ deposit of each paella pan (5€ per unit of paella). The deposit will be at your receipt as "FIANZA" and not within the total price of products. [Example: if your order has 1 paella (30,90€), the total amount of your order will be 1 paella (30,90€) + 1 paella pan deposit (5€)= 35,90€]

Conditions and policy of paella pan deposit refund

To get back the deposit, you must keep and bring us the receipt of your order purchase associated with the number of paella pans and the corresponding amount charged for them or keep them and exchange them on the next delivery order. There is 30 days limit time from the date of the purchase to request the refund of the deposit. Since the the upgrade of the deposit price (from 3€ to 5€) on November 14th of 2022, the receipt of your purchase is required to verify the amount of the deposit corresponding to your order. In chase there’s no receipt to verify the amount, the restaurant will refund the amount corresponding to the price before the upgrade date (3€). In order to get your deposit back, the paella pans must be delivered in the same good conditions as given. There’s no refund for paella pans with missing parts, rust or damaged.

Loyalty club

See more about the terms and conditions of the Formentera loyalty club check here

How can I get the Loyalty Card?

To get the loyalty card, you must register in the customer area on our website.

Once registered, go to the ‘Loyalty Points’ section.

You will be asked to fill out a form with your details and accept the terms and conditions in order to submit your Loyalty Card application.

You must validate your email address through the message sent by the Preference Club platform (which manages the Formentera Loyalty Club) after submitting your application to start the activation process of your card.

Once the verification and validation are completed, your Loyalty Card will be activated and synchronized with your customer profile, and the physical card will be sent to the postal address you provided in the form (please make sure all details are filled in correctly to process your registration).

You can check the status of your application at any time in the ‘Loyalty Points’ section of your customer profile. Once your card is activated, the details will appear in that section.

Please notice that your card activation is not immediate.

What are the benefits of using the Loyalty Card?

At our restaurant, you will earn 10% of the amount spent in points, and 15% in case of home delivery or takeaway orders. (You will receive all the details by post along with your physical card).

You can read more about the terms and conditions of the Formentera Loyalty Club. check here

How do I earn points and what are they worth?

For delivery or takeaway orders, you earn 15% of the amount spent in points. At our restaurant, you earn 10% of the amount spent in points.

To check how many points you have, remember that 👉 1 point equals €0.01. For example, if you have 100 points, this means you have accumulated the equivalent of €1.

To see the terms of use and conditions of the Formentera Loyalty Club go and check here

How and when can I start redeeming my points?

To redeem your accumulated points, your account must be active.

You’ll receive an email from Preference Club at the address you gave us, containing a link to activate your account.

After activation, you’ll start collecting points that you can redeem on future purchases.

When you’ve collected enough points, you can redeem them for any item on our restaurant food menu (subject to the current redemption conditions), which you can check here).

You can check your points through the website www.preferenceclub.com or at our private navigation menu of your account profile in our website www.arroceriaformentera.com

Why haven’t my points been added and what should I do?

If your points haven’t been added, please contact our customer service team at pedidos@arroceriaformentera.com so we can review your case. Keep in mind that in some situations points are not awarded, such as:

- Points will not be awarded for any purchases made before your loyalty card was activated.

- Account activation is not immediate and should not be mistaken for simply submitting the application.

- For restaurant in consumptions, please show your card to our staff before paying so your points can be added correctly.

- Points cannot be added retroactively, except in cases of system errors beyond the customer’s control.

How can I get a replacement loyalty card?

To request a replacement card, simply follow these steps:

2. In the private menu, click on ‘MY CARDS AND POINTS’.

3. Select ‘I WANT A NEW CARD’.

4. From the dropdown menu, select your current card. This will cancel it so nobody else can use it, and we’ll assign you a new one linked to your Preference account.

5. A code will be generated. Simply show it at any of our restaurants, and we’ll link your new card to your customer profile.