Ordering and payment
How do I place an order?
Put the products in your bag, go to checkout, enter your delivery address, choose the delivery and pay. You get an email that confirms the order. The steps and the legal details are in the terms of sale.
Do I need an account?
No. You can order as a guest. With an account you can see your orders and check out faster.
Which payment methods can I use?
The methods available for your order are shown at checkout. You pay on the secure page of our payment provider; we never see your card details.
Do prices include VAT?
Yes. Prices include VAT. Delivery is added at checkout and shown before you pay.
In which currency do I pay?
Orders are charged in euro. You can see prices converted into another currency for orientation; they are marked “≈”. The euro amount at checkout is what you pay.
Can I change or cancel an order after placing it?
Contact us as soon as possible with your order number. If the order has not left the warehouse yet, we will try to change or cancel it. If it has, you can withdraw from the contract after delivery: see returns and guarantee.
Delivery
Where do you deliver?
To all 27 countries of the European Union. We do not deliver outside the EU. See delivery.
How long does delivery take?
Each product page shows when the product leaves the warehouse: within 24 h, within 24–48 h or in 2–4 days. After dispatch, delivery takes 2–6 working days.
What does delivery cost?
It depends on the size and weight of your order and on where it goes. The exact cost is shown at checkout before you pay.
How can I track my order?
We email you the tracking number when your order leaves the warehouse. You can also use the order tracking page with your order number and email address.
Will I have to pay customs fees?
No. Orders are sent from Spain to addresses in the EU, so no customs duties or import taxes are charged on delivery.
Returns and withdrawal
Can I return a product I do not want?
Yes. You can withdraw from your purchase within 14 days of delivery without giving a reason. Sealed beauty and hygiene products can be returned only if they are unopened. See returns and guarantee.
How do I withdraw?
Use the online withdrawal form with your order number and email address, or write to us. We confirm by email and send you the return address.
Who pays for the return?
You do, unless the product arrived damaged, faulty or was not what you ordered.
When do I get my money back?
Within 14 days of the day you told us that you withdraw. We may wait until the product is back with us or you have sent us proof that you posted it. We refund the price and the standard delivery charge, to the payment method you used.
My order arrived damaged or is not what I ordered. What now?
Write to us as soon as you can, ideally within 48 hours, with your order number and photos. We replace the product or refund you, and you do not pay for the return.
Guarantee
What guarantee do I have?
The legal guarantee of conformity: at least 2 years from delivery for new products and at least 1 year for renewed products. Where the law of your country gives you longer, the longer period applies.
My product stopped working. What do I do?
Write to us with your order number and a description of the problem. Under the legal guarantee we repair or replace the product, or refund you if that is not possible. See returns and guarantee.
Renewed products
What is a renewed product?
A returned or refurbished product that has been inspected and tested. It may show signs of use, which its grade describes.
What do the grades mean?
The grade describes the cosmetic condition: A+ is like new, A has barely visible marks, B has light marks and C has visible marks or scratches. The grade is shown on the product page. Marks that match the grade are not a defect.
Account and data
I forgot my password. What do I do?
On the sign-in page, ask for a link to reset your password. We email you a link with which you choose a new one.
How can I see or delete the data you hold about me?
In your account, the profile page has a section “Your data” where you can download a copy or ask us to delete your account. Without an account, write to us. The details are in the privacy notice.
Do you use cookies?
Only the ones the shop needs to work, unless you allow more. See the cookie policy.