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Customer Service

DELIVERIES AND SHIPMENTS

Currently, ARÔMS NATUR makes its shipments through the transport agency Correos Express. Shipments are sent to all areas in Peninsula, Balearic Islands, Canary Islands, as well as to the member countries of the European Economic Area. Each package is carefully conditioned for protection, with padded materials that ensure the integrity of the order. The Customer may select a preferred delivery time, which ARÔMS NATUR shall inform to the transport agency.

Once ARÔMS NATUR confirms that the product is available, it shall ship it within 2-3 working days after payment has been made. The Customer shall receive the order within 2-3 working days* from the date on which the package has left ARÔMS NATUR’s facilities (*only in the Peninsula). Saturdays, Sundays and holidays are considered non-working days.

The Customer must check their address carefully as, if there is an error and the delivery cannot be completed, they shall be responsible for the shipping and return expenses. If the delivery cannot be completed, and the order remains unclaimed by the Customer at the carrier’s office for 15 days, the package shall be returned to ARÔMS NATUR’s facilities. In that case, the Customer shall be responsible for the cost of the new shipping.

Free shipping expenses

ARÔMS NATUR shall not charge the shipping cost as long as this shipment is within the Spanish territory, Peninsula, Balearic and Canary Islands, except for the autonomous cities of Ceuta and Melilla.

Mainland, Balearic and Canary Islands

Free of charge

Ceuta and Melilla

Contact hello@aromsnatur.com

Shipments to other EU countries and the rest of the world

ARÔMS NATUR makes its shipments through the agency Correos Express. This transport shall be free of charge if the minimum purchase amount established for the destination country is reached. The minimum purchase amounts can be found in the following table:

Country

Transit time

Condition for Free shipping

Austria

96 h

> 70 €

Belgium

72 h

> 70 €

Denmark

96 h

> 80 €

Finland

144 h

> 120 €

France

48 h

> 60 €

Germany

72 h

> 60 €

Ireland

96 h

> 120 €

Italy

72 h

> 70 €

Monaco

72 h

> 120 €

Netherlands

72 h

> 70 €

Sweden

96 h

> 120 €

United Kingdom

72 h

> 70 €

Luxembourg

72 h

> 70 

Poland

96 h

> 80 €

Czech Rep

96 h

> 80 €

Hungary

96 h

> 80 €

Slovakia

96 h

> 120 €

Slovenia

120 h

> 120 €

Romania

120 h

> 120 €

Lithuania

120 h

> 120 €

Latvia

120 h

> 120 €

Estonia

144 h

> 120 €

Croatia

72 h

> 160 €

Norway

120 h

> 160 €

Bulgaria

120 h

> 160 €

Greece

120 h

> 200 €

Andorra

48 h

> 60 €



In the event of any incident or specification in the shipment, the Customer must contact ARÔMS NATUR to request information about customized shipping cost, subject to the order size and country of destination. The Customer shall always have the option of sending their own transport company to pick up the order at no additional cost. When the destination country is Portugal, ARÔMS NATUR shall provide the Customer with the contact information of the local distributor.

If the purchase was made from a country outside the European Union, ARÔMS NATUR reserves the right not to accept the purchase. The Customer may obtain further information on the feasibility of the purchase and shipment by sending an e-mail to hello@aromsnatur.com.

When are orders shipped?

ARÔMS NATUR sends shipments from Monday to Friday. Orders placed between Friday afternoon and Sunday shall be shipped within the following two working days. ARÔMS NATUR does not ship orders on holidays nor on non-working days. Most deliveries shall be made Monday through Friday.

What if...?

Orders are sent via Correos Express within Peninsula and Balearic Islands

The Customer must verify that the delivery address specified in the form is correct. If the shipment was delivered, but it is not in the Customer’s possession, the responsibility shall lie with the Customer.

ARÔMS NATUR shall not be responsible for delays in the delivery of orders or the inability to deliver due to force majeure circumstances and therefore beyond ARÔMS NATUR’s control. It is understood that, among other causes, force majeure exists but is not limited to the following scenarios: Accidents; strikes; revolts, threats, or terrorist attacks; fire or explosion; meteorological causes or natural disasters such as storms, floods, earthquakes, subsidence, epidemics; problems beyond ARÔMS NATUR’s control in means of transport or telecommunication systems. When the cause of the inability or delay has ended, ARÔMS NATUR shall, as far as possible, make every effort to resume its commercial activities and to be able to comply with its obligations and deliveries.

It should be noted that orders shall be shipped according to the product stock availability. In the event that one of the items ordered is not in stock, ARÔMS NATUR commits to contact the Customer as soon as possible (from the date on which the order was placed) to inform them about how long it will take to ship the product(s). In the event that the Customer does not wish to wait, they may request a refund of the amount paid for the item.

Working days exclude Saturdays, Sundays, and public holidays.

The Customer commits to being themselves or to have a designated third-party available at the address specified to receive the package. In case of not being present on the first attempt, the carrier shall make several delivery attempts. If, however, the order still cannot be delivered, it shall be returned to sender, resulting in a refund of the payment made minus the shipping or return expenses for the goods, which shall be borne by the Customer.

 

CANCELLATION AND RETURN OF ORDERS

The Customer may cancel, free of charge and for no reason whatsoever, the order for any product, provided that it has not been shipped. The Customer should note that orders are usually dispatched within a few hours after the purchase.

In order to cancel, they must contact ARÔMS NATUR by calling +34 902 99 87 52 or by sending an e-mail to hello@aromsnatur.com.

If the order is no longer in ARÔMS NATUR’s facilities, it shall no longer be possible to cancel it. However, the Customer may return the order once it has been received, in accordance with the following return conditions.

 

WITHDRAWALS, RETURNS, AND EXCHANGES

The Customer may exercise the right of withdrawal, return or exchange within a 14 calendar day term from the order reception date, except for products made according to the Customer’s specifications or clearly personalized and/or sealed goods that are not suitable for return for health protection or hygiene reasons and that have been unsealed after delivery. Therefore, the right of withdrawal, return, or exchange shall not apply to such products.

If a product is defective or damaged upon arrival, the Customer must file a claim for that product within 24 hours of receiving the order and must always return the faulty product to ARÔMS NATUR’s facilities (at no cost to the Customer). ARÔMS NATUR shall replace it with the same product.

ARÔMS NATUR always inspects a product whenever it is returned by a Customer. If, according to subsequent analyses, ARÔMS NATUR finds that the product is not defective, the costs for returning the product to ARÔMS NATUR’s facilities and its subsequent forwarding to the Customer’s address shall be borne by the Customer.

In order to exercise the right of withdrawal, return, or exchange of the product purchased, the following conditions must be met:

  • The product shall be in perfect condition and with its original packaging. Likewise, it shall not have been opened, unsealed, or used.

  • The product shall be returned in the same condition in which it was received, with its original packaging intact.

  • The return can be made by registered regular mail, sending the product to the address that will be shown in the exchange process, or to the one that ARÔMS NATUR includes in the original shipment. The Customer shall bear the shipping expenses of the product.

  • In the event that the Customer exercises its right of withdrawal, it shall also send the duly completed and signed withdrawal document. This document can be requested by sending an e-mail to hello@aromsnatur.com.

 

WITHDRAWALS

For orders which do not contain products made to the Customer’s specifications or clearly personalized and/or sealed goods which are not suitable for return due to health protection or hygiene reasons and which have been unsealed after delivery, the Customer has the right to withdraw from this agreement within a 14 calendar day term with no need to justify the decision.

The withdrawal term shall expire 14 calendar days from the day on which the Customer, or a third-party appointed by them, other than the carrier, took material possession of the product.

In order to exercise the right of withdrawal, the Customer shall notify its decision to withdraw from the agreement by means of a clear statement (for example, a letter sent by post, telephone, or e-mail), or by sending it to the registered address of ARÔMS NATUR, calle Sector Avinganya, 2, 25180 Alcarràs (Lleida), España. The Customer may also contact ARÔMS NATUR by calling +34 902 99 87 52, or by sending an e-mail to hello@aromsnatur.com.

In order to comply with the withdrawal term, the notification concerning the exercise of the right of withdrawal must be sent before the relevant term expires.

Consequences for withdrawal:

In the event of withdrawal by the Customer, ARÔMS NATUR shall refund all payments received for the purchase, including delivery costs (with the exception of the return shipping expenses resulting from the Customer’s choice of a different delivery method than the least expensive option of ordinary delivery offered by ARÔMS NATUR), without any undue delay, in any case, at the latest, within 14 calendar days from the date on which we are informed of its decision to withdraw from this agreement. ARÔMS NATUR shall proceed to make such refund using the same payment method used by the Customer for the initial transaction, unless the Customer has expressly stipulated otherwise. In any case, no expenses shall be incurred as a result of the refund.

Notwithstanding the foregoing, ARÔMS NATUR may withhold the refund until it has received the Products, or until the Customer has provided proof of the Products’ return, whichever condition is met first.

The Customer shall return or deliver the goods directly to the registered address of ARÔMS NATUR, calle Sector Avinganya, 2, 25180 Alcarràs (Lleida), España, without any undue delay, in any case, and at the latest, within a 14 calendar days term from the date on which the Customer informs their decision to withdraw from the agreement. The term shall be deemed to have been met if the return of the goods is done before the term has expired.

The Customer shall be responsible for the direct cost of returning the product, understood to be the cost of returning the product to ARÔMS NATUR facilities.

The Customer shall only be liable for any reduction in the value of the goods resulting from manipulation other than that necessary to establish the nature, characteristics, and functioning of the Products purchased.

 

RETURN

If the Product purchased has any manufacturing or quality defect, or in case of loss of the Products by the transport company, the Customer may request its return and/or replacement within 14 calendar days after receipt of the product. In such case, ARÔMS NATUR shall collect the defective or missing product, and send another identical product at no additional cost to the Customer.

 

EXCHANGE

The Customer may request an exchange of the product, provided that the orders do not include products made to the Customer’s specifications or clearly personalized and/or sealed goods which are not suitable for return due to health protection or hygiene reasons and which have been unsealed after delivery. The Customer shall contact ARÔMS NATUR within 14 calendar days after receipt of the product. The shipping and collection expenses in case of exchange shall be borne by the Customer. ARÔMS NATUR shall not accept, in any case, freight collect shipments.

AFTER-SALES SERVICE

ARÔMS NATUR offers a Customer Service Department at the following e-mail address hello@aromsnatur.com.