Skip main navigation
Top frequently asked questions

Top frequently asked questions

Queries and frequently asked questions for AENOR Standards and Books

​​​​​​​

AENOR standards and books that appear in the online store can only be purchased through the website. AENOR does not have a physical store. ​

Purchase procedure: by clicking on the "Buy" button, the desired products will go to the shopping basket. If you are experiencing display problems, we recommend using Google Chrome.

Go to the customer area to conclude the purchasing process. If you are not registered as a customer, you must fill in the form by submitting your details and choose a password and username. This will create an account.

Once the "Customer data" form has been completed, you will be able to view your "Order in progress", including all the articles placed in the shopping basket, their prices, the taxes imposed by current legislation and delivery costs, if applicable.

The prices of the standards and books that appear under different sections do not include tax or delivery costs.

AENOR's promotional codes consist of 3 alphanumeric characters and can only be used in purchases on the website and for a limited time only. The codes can only be received through a specific offer. To use your promotional code, simply enter it during step 2 of 4 of the online purchasing process and click on “apply”, after you have identified yourself and selected the payment method you want to use. Promotional codes are not cumulative.

  • Credit or debit card (Visa, Mastercard).
  • Payment by phone call using a credit or debit card (Visa, MasterCard, Amex). Phone number: +34 914 326 036.
  • Bank transfer. If you choose this payment method you must email a copy of the transfer in advance to AENOR at normas@aenor.com​​​.

In the case of ​clients from companies with headquarters ​abroad , the identification number of the taxpayer of the corresponding country (for example, in Argentina the CUIT), must be completed in the field corporate tax ID number (CIF)/national document ID number (NIF) - VAT.

  • Orders can be downloaded directly from the customer area of the website. In the clients' area which can only be accessed with a password and username, products purchased will be available for a period of seven days from the date of the purchase, provided that the payment has been accepted.
  • Sent by courier. Products purchased as a hard copy are sent by courier. Once an order has been approved by our Publications department, the maximum delivery time within Spain is:
    • Seven days for standards that can be bought online or books published by AENOR.
    • For other products that are not on the website, enquire about the delivery time at normas@aenor.com.

Stocks of books are limited, and all products are displayed online, regardless of immediate availability. If the requested book is not available, customers will be notified that they may receive their order later than anticipated.


The order invoice includes delivery costs. Therefore, no further amounts need to be paid to the courier for this service. Delivery costs are calculated based on both the final destination of the order and the number of products requested. It includes transport and packaging. Delivery costs are subject to regular review.

​Destination Up to three standards and/or publications ​From three standards and/or publications
​Mainland Spain​€7.31​€8.60
​Balearic Islands​€18.04​€23.34
​Canary Islands, Ceuta and Melilla​€18.04​€23.34
​Europe€​59.17€​80.07
United States and Canada€​70.07​€96.94
​Rest of the world​€91.94​€115.91​​

You have 7 days from receipt of the products to return them in their original packaging and in perfect condition. You are responsible for the collection and shipping costs.​​ Refunds are only permitted for the shipment of printed products; refunds of downloads in electronic format are not included.

  • ​​​​​Purchases made by residents of European Union member states will be subject to VAT (value added tax).
  • ​​
  • ​​In the case of legal persons and natural persons who, acting as employers, are domiciled in a European Union member state (except residents in Spain) and possess an ID number/intra-community VAT number registered in the VIES census, will be exempt from the payment of VAT, with it being an essential precondition to send the above-mentioned document by e-mail tonormas@aenor.com​​​.
  • Purchases made on an individual basis (natural person), regardless of where they reside, will be subject to the payment of ​VAT.
  • Purchases made by companies in non-EU countries will be exempt from the payment of VAT, provided that they send the corresponding tax residence document by e-mail to normas@aenor.com​.
  • Las operaciones de venta se entenderán realizadas en el domicilio social de AENOR: Genoa 6, 28004, Madrid – Spain.​

These General Terms and Conditions of Sale are governed by the Spanish Brands, Industrial and Intellectual Property Act, and in general by any applicable legal provisions currently in force.

The parties expressly renounce any jurisdiction to which they may have recourse and agree to accept that of the Courts of the city of Madrid to settle any disputes arising from these General Terms and Conditions of Sale.

Do you need help?
AENOR Standards and Books Customer Service

For enquiries:

Customer support hours

 

All year except from 15 June to 15 September:

Monday to Thursday

Mornings: 09:00 - 14:00

Afternoons: 15:30 - 17:30

Friday

08:30 - 14:30

 

From 15 June to 15 September:

Monday to Friday

08:30 - 14:30

How to make your purchase
 
Identifying the standard you need