Unwritten shop manners: queues (turno), greetings, bags and receipts

Key rules

• Queue: Ask '¿Quién es el último?' when you enter a shop without ticket machines, and never skip ahead.
• Greeting: Greet staff on entering and say goodbye on leaving, even if you buy nothing.
• Returns: There is no legal right to return non-faulty goods bought in a physical shop, so returns depend on the shop's own policy.
• Online purchases: Online and distance purchases have a 14-day withdrawal right without giving a reason.
• Faulty goods: New goods carry a legal guarantee of 3 years, whatever the shop's return policy says.

How do you queue in a small shop?

In small shops, bakeries, butchers and markets, people often do not form a line. When you walk in, ask "¿Quién es el último?" (or "¿Quién da la vez?"). Someone will answer "yo". You now know who you follow. Keep an eye out for the next person who arrives, because they will ask you the same question.

After that, you can browse until your turn comes. Skipping the queue is considered rude.

Delis, pharmacies, supermarket counters and public offices often use a numbered ticket machine (turno). Take a ticket and wait until your number is called or shown on a screen.

What should you say when you enter and leave?

Say "Buenos días" or "Buenas tardes" when you enter a small shop. Say "Gracias, adiós" or "Hasta luego" when you leave, even if you bought nothing. Staff expect the same greeting at the till, often "Hola" and "Gracias". In big chains greetings matter less, but they are still appreciated.

How do you pay and pack?

Cards, including contactless, are widely accepted, and Bizum (a phone payment app) is common. Small shops and markets may prefer cash for small amounts. In supermarkets you pack your own bags.

Do you pay for bags?

Yes. Shops must charge for plastic carrier bags at the till, and the charge shows on the receipt. Bring your own reusable bag to avoid it. The minimum price is 15 cents for thin bags and 5 cents for bags with at least 50 per cent recycled content. Thick reusable bags cost more. Shops may charge more than the minimum.

Very light bags for loose food such as fruit and fish are free only if they are compostable. Paper bags can be free, but most shops charge a few cents.

Receipts and returns

Shops must give you a ticket for any retail sale, and you need it for guarantees and returns. If you are buying for a business, ask for a full invoice (factura completa) and give your NIF. New invoicing software rules for businesses do not change your rights as a customer.

There is no legal right to return non-faulty goods bought in a physical shop, so returns depend on the shop's own policy. Ask before you buy. Policies often allow 15 to 30 days, with the ticket or a gift receipt, and the item unused with tags on. Sale items are often not returnable unless faulty.

A faulty item is different. The legal guarantee covers it for 3 years for new goods, whatever the shop's policy says. Second-hand goods from a trader get at least 1 year.

Online and distance purchases have a 14-day withdrawal right without giving a reason. The timeline below sets out the steps, and the checklist and documents list what to ask for.

Timeline and deadlines

• Ask for the ticket, or a full invoice with your tax number if you need one: at the till, when you pay

• Return or exchange a non-faulty item under the shop's own policy, with the ticket or gift receipt, unused and with tags attached: typically within 15 to 30 days of purchase

• Use the 14-day withdrawal right for online and distance purchases, without giving a reason: within 14 days of receiving the goods

• Claim the legal guarantee for a faulty item, whatever the shop's return policy says: within 3 years for new goods

Documents you need

• Ticket or simple receipt (factura simplificada) from the shop, issued by the shop at the till for any retail purchase. Keep it for guarantees and returns.

• Full invoice (factura completa), issued by the shop if you ask for it, for example for a business. Give your tax number (NIF) when you ask.

• Gift receipt (ticket regalo), issued by the shop if you want to give the item as a present. Many shops ask for it or the ticket to accept a return or exchange.

Checklist

• Ask for the ticket when you pay and keep it until you are sure you will keep the item.

• Ask about the shop's return policy before buying, since there is no legal right to return non-faulty goods bought in a shop.

• Ask for a gift receipt (ticket regalo) if the item is a present.

• Keep the item unused with its tags attached if you may want to return it.

• Check whether a sale item can be returned before you buy it, since sale items are often not returnable unless faulty.

• Show your ticket and ask for a repair, replacement or refund if the item is faulty.

Quick answers about shopping habits in Spain

Can I haggle in Spanish shops?

Mostly no, because prices in chain stores, supermarkets and most independent shops are fixed. Haggling is fine at flea markets (rastros), second-hand and antique stalls, on private online sales, and for big purchases like cars, furniture or appliances. In a small independent shop you can try "¿Me haces un descuento?" if you buy several items or pay cash.

Do product labels in Spain have to be in Spanish?

Yes, labels, instructions, warranty and safety information on goods sold to consumers must be available at least in Castilian Spanish. Regional languages such as Catalan, Basque, Galician or Valencian may also appear, and some regions add their own language rules. Food must carry its mandatory information in Spanish.

Can I get a VAT refund as a visitor living outside the EU?

Yes, if you live outside the EU (and not in the Canary Islands, Ceuta or Melilla), you can claim back IVA, Spain's sales tax, on purchases of more than 90.15 euros per invoice. The goods must leave the EU within 3 months of the month of purchase, in your luggage, unused. You must be over 16, carry a passport showing non-EU residence and buy from a shop that takes part in the scheme.