Is the first consultation really free?
100% yes. Office visits, video calls, and on-site property visits are all free — no deposit, no obligation. We only start charging once you sign a project contract. This policy has been the same since we opened in 2010.
How fast will you really respond?
Average response time today is 42 minutes during business hours (Mon-Sat). WhatsApp is typically fastest — under 15 minutes. Outside business hours, you'll still get a reply by 10:00 the next working day. We don't do "call back tomorrow" — we respond or explain when we will.
What languages do you speak?
English, Spanish, German, Russian, French and Italian are all spoken natively or fluently on our team. Thomas (DE/NL), Elena (RU), James (EN/IE), Sofia (IT) and Carlos (ES/FR) handle foreign-client communications depending on your country.
I'm not in Spain yet — can we still start?
Absolutely. About 70% of our clients live abroad when they first contact us. We start with a video call, you send us property photos/documents, and we can even do a site visit on your behalf. Many clients don't fly in until the design-approval stage or handover.
Do you ever do cold calls or push sales?
No. You'll hear from us only after you've contacted us first. No automated dialers, no pressure sales tactics, no follow-up harassment. If you go quiet, we assume you're thinking and wait for you. One friendly check-in after 2 weeks, that's it.
What should I prepare before contacting you?
Nothing required, but these speed things up: (1) property address or approximate location, (2) rough square meters, (3) a budget range even if wide, (4) any reference photos of the style you like, (5) your timeline. If you have none of these — that's fine too. Just say "I'm thinking about X" and we'll guide you from there.
Do you accept walk-ins or do I need an appointment?
Walk-ins are welcome during office hours — you'll always find someone to greet you, offer coffee, and start a conversation. That said, booking ahead (even 1 hour prior) guarantees you get the right specialist for your project type and not just whoever's on the floor.
Can I message outside business hours?
Of course — WhatsApp, email and web form are all 24/7. They're just monitored during business hours. For urgent warranty issues on active projects, we have a dedicated 24/7 emergency line: +34 634 928 084.