What is meant by an organic ingredient?
This is a component (this can be the entire cosmetic or a variable percentage) produced through organic farming. In other words, the plant has not been modified genetically, but has been grown based on the optimum use of natural resources with no use of pesticides or insecticides and in an eco-sustainable manner. The ingredient derived from the plant has been prepared in the same way. In order to guarantee all the ecological controls and methodologies are complied with throughout the plant production and transformation process, the certification entities – independent of the producers – regularly monitor each of the steps, from the field to the end product, ensuring each and every requirement has been complied with.
What is meant by a cruelty-free product?
ALL our products are cruelty-free, meaning they are products that have NOT been tested on animals.
What is meant by the company being ECOCERT or ECOCERT-COSMOS-certified?
ECOCERT is a certification body for different types of product. It develops requirements in accordance with international standards as a means of defining, among others, organic and natural cosmetic products. Companies intending to produce cosmetics of this type should comply with the requirements established by the certifier. This means that ECOCERT auditors/inspectors (independent of the companies) conduct regular visits to verify that each of the items in relation to their requirements have been strictly complied with. These items include: a review of the packaging materials used, cleaning methodologies, waste management systems, verification of the origin of ingredients…
What is meant by a product being ECOCERT or ECOCERT-COSMOS-certified?
The manufacturer needs to be certified by the body in question in order to be able to manufacture ECOCERT or ECOCERT-COSMOS-certified products. Just as the company should meet the requirements defined in the ECOCERT standard, so should the product. As such, the certification entity ensures each of the ingredients and the packaging used meet their standards. This entity also checks the percentages of products of a natural, vegetable and organic origin in each formulation, conducting an inspection to ensure they are correct. These percentages are indicated on the product packaging and labels alongside the logo of the certification entity. ECOCERT also conducts an audit to ensure all the production processes have been adapted to the standard and to guarantee the traceability of all the ingredients from arrival at our facility to the manufacture of the cosmetic product.
How is product quality monitored?
We are highly committed to quality, not only with regard to the products manufactured and the raw materials used, but also to all the processes conducted at out facility, from the arrival of the raw materials until the end product has been delivered to the consumer markets. We provide an accurate and specific description of the organoleptic, physical-chemical and microbiological characteristics of each of the ingredients and end products. These quality specifications enable us to control each of the products. Each batch of raw materials arriving at out facility is analyzed in order to ensure they comply with all the items defined in the specifications and, if the results are positive, they are cleared for use in our production system. Once the respective cosmetic product has been manufactured (your cream, oil, serum, gel, nutricosmetic), we then perform the quality controls to ensure they meet the predefined requirements. These activities are conducted for each production batch.
How much does it cost to deliver an order?
Mainland Spain, the Balearic Islands and the Canary Islands
Free of charge for orders of over 30 €
5 € for orders of less than 30 €
And Ceuta and Melilla?
Please contact us at firstname.lastname@example.org in order to personalize your order and inform you of the exact cost.
Do you deliver to other countries in the European Union? And to the rest of the world?
We deliver to countries in the European Union. Please contact us at email@example.com in order to personalize your order and inform you of the exact cost, or we will provide you with the information to enable you to manage the collection of the products using your carrier of choice.
We do not deliver to Portugal, however we will put you in contact with our representative there, who will explain how you can acquire the product.
Unfortunately, we do not deliver to countries outside the European Union. However, please contact us at firstname.lastname@example.org and we will let you know if there is a distributor in the country or region in question that can help you.
How long will it take for my order to arrive?
Once your order has left our warehouse and been handed over to the delivery firm, it should take between 24 and 72 hours to reach you.
How can I track my order?
Once your order has left our facility, you will receive an e-mail from Correos Express informing you that your order is on the way and providing you with the tracking code. This code will enable you to track the status of your order on the website www.correosexpress.com.
I have not received confirmation of my order. What should I do?
Please contact us at email@example.com and we will deal with it.
My order still hasn’t arrived.
Write to us at firstname.lastname@example.org with the tracking code and your order number. We will ascertain what has happened and inform you of the status of your order and when it is due to arrive.
My order has arrived damaged. What should I do?
In this case, contact us at email@example.com and we will replace the damaged products. You should send photographs of the state of your order, both of the box and the products themselves. It should be pointed out that you have 24 hours from the time of receiving the goods in which to submit a complaint.
I’ve submitted an order, but I’ve decided I no longer want it before it has been dispatched. What should I do?
Contact us at firstname.lastname@example.org and we will let you know how to proceed. We will reimburse the amount of your order through the same means used to pay us.
I’ve made an order, however I don’t want a product or I want to exchange it for another before it is dispatched.
If you decide to exchange a product for another, you need to take into account that there might be a difference in price. If you choose a product that is more expensive than the original product, we will send you a link through which to pay the difference. And you decide on a cheaper product, we will reimburse the money through the same means used to pay us.
If you ultimately decide to remove the product from your shopping list, you should check the remaining items come to at least 30 € in order to exempt you from the payment of a delivery fee. You are reminded that orders are normally dispatched within a few hours of submitting them, meaning you need to inform us of any changes or cancellations without any delay. Once an order has left our warehouse, you will be liable for the costs involved in returning the product.
I’ve made an order and you’ve now notified me that the product is not in stock.
If you purchase something and we then inform you that it is not in stock (for whatever reason), we will reimburse the amount paid and notify you as soon as the product becomes available again.
I’ve made an order and the wrong product has been delivered or a product is missing.
If your order has arrived with a missing product, notify us by email at email@example.com within 24 hours of receiving the order and we will send you the item in question at no cost.
In the event we have sent the wrong product (a different size to that ordered, a product for a type of skin different to that ordered, etc.), please send us an email. We will deal with the situation at no additional cost. It is important you return the mistaken product in perfect condition (without it having been opened or used).
I’ve purchased a product, but it’s defective.
If you think a product delivered is defective (the applicator doesn’t work, the packaging is poorly sealed, etc.), send us an email to firstname.lastname@example.org with all the information you can provide us with and photographs of the defective product or part. You need to notify us within 14 days of receiving the product. We will then analyze your case and, in the event of a manufacturing defect, we will exchange the product and pay for the costs involved in returning it.
I bought a product and opened it on delivery without noticing it’s the wrong item.
Unfortunately, we cannot accept returned products that have been opened, as they would be unsuitable for sale and we would be unable to guarantee the quality of the same.
My order has been delivered broken or appears to have been tampered with.
If you think your package has been dropped or struck during transportation, you notice it’s broken or a product is missing, let us know within 24 working hours to enable us to deal with your complaint. Thoroughly inspect the content of the entire package to ensure everything is in perfect condition.
I’ve ordered a product that is slightly damaged, but which will not affect consumption (the corner of the box is bent, the label is not stuck on properly, etc.).
Cardboard is an extremely fragile material and we strive to wrap and protect products well to ensure no damage occurs during transportation. We apologize if your product has been slightly damaged when this will not affect the use or consumption of the same. If you wish to exchange the product, you may return it, but you will be liable for the cost involved.
I want to return a product as I don’t like it, but I’ve opened/tried it.
Perishable products such as cosmetics and nutricosmetics cannot be returned once they have been opened or used.
Sometimes, the product doesn’t have the aroma you were expecting, the color is not what you thought it was or the texture is not what you imagined, however this does not mean the product is defective. The colors and aromas in aromatherapy and 100% natural cosmetics may not always be the same. Due to the fact we use no chemicals or perfumes, our products may vary slightly, however this will NEVER affect the quality of the product. To set your mind at ease, please contact us and we will assess your case on an individual basis, checking to see if the same thing occurs with our samples and providing you with the most appropriate explanation and solution for your case.
What is the expiration date on the products purchased?
We always strive to use the freshest production batches. We always guarantee a minimum three-month expiration period for products with a best-by-date (hydrolats, nutricosmetics, first cold-pressed virgin veoils). It should be pointed out that our catalog contains items with no mention of expiration times. This is due to the fact the cosmetics in question feature a PAO symbol.
The cosmetic product I’ve purchased has no expiration date. Is that correct?
This is correct in certain cases. The current European legislation does not require an expiration date for cosmetics with a shelf-life of over 30 months. Hence, the product label should feature the open jar PAO (Period After Opening). The number of months for which we guarantee the correct condition of the cosmetic product from the time it is opened is indicated inside the jar.
I can’t see the product expiration date.
Some products in our catalog state the expiration date in date format, which is normally on the bottom or side of the box or packaging.
Very few of our cosmetics have an expiration date, but they feature the open jar PAO (Period After Opening) symbol with a number in the middle. This indicates the number of months for which the product can be used once it has been opened.
I’ve made an order and I think I might have provided the wrong delivery address.
Please check and verify all the data in the confirmation e-mail you receive after finalizing the purchase. If your order has left our warehouse and you wish to change the delivery address, you will be liable for the cost of delivery.
What is the policy for returning goods?
If you are not satisfied with a product in your order once it has been delivered, you have a period of 14 calendar days as of the date on which the order is delivered in which to exercise your right of withdrawal, return and exchange, except in the case of fresh and/or perishable goods which might deteriorate or expire rapidly, products manufactured in accordance with the customer’s specifications or clearly personalized and/or sealed goods which are not suitable for return due to reasons of health and hygiene and which have been unsealed after being delivered. The right of withdrawal, return and exchange does not apply to such products.
Therefore, the following conditions need to be met in order to exercise the right of withdrawal, return and exchange:
Please contact us at email@example.com and we will help you. You will be required to bear the cost of returning the product to us.
I can’t access my account. What should I do?
If you are unable to access your account due to having forgotten your password, click on “Have you forgotten your password?” and will explain how to change it. If the problem is not your password, and you still can’t access your account, write to firstname.lastname@example.org and we will help you.
Can I see my orders after accessing my account?
Yes, all your orders are itemized with the amounts and dates, provided you have made all of them using the same account.
How can I change my profile?
Once you begin your session you can change your data under “My account”. You can change your contact data and address, among other items.
How can I change my password?
Click on “Have you forgotten your password?” if you wish to change your password for any reason and you will be able to create a new one.
I want to purchase a product, but it is not in stock. What should I do? How long will you take to reply?
We will attempt to reply as quickly as possible. We suggest you write to us to enable us to inform you when the product is available again.
What methods of payment do you accept?
We accept credit cards, debit cards and PayPal. The cards accepted are the same as those used in physical shopping with TPV, more specifically Visa, Visa Electron, MasterCard and Maestro. The virtual BBVA TPV includes CES (Secure Electronic Shopping), which, pursuant to the international protocols Verified by Visa and MasterCard Secure Code (both based on 3DSecure technology), ensure payments high levels of security and protection.
Do you have access to the personal data on credit and debit cards?
No, we use a secure payment platform and we do not access or store your banking data.
My payment has been refused. What should I do?
If your payment is refused, it may be due to an item of data you have provided us with failing to coincide with your banking data, as our secure system blocks payment in the event someone has obtained your card and is attempting to make an undue purchase. In any case, write to email@example.com and we will help you.
I’m not sure which product will suit my skin best?
Write to firstname.lastname@example.org and our beauty assistant will help you and recommend the most suitable product for your skin type.
How can I rate the delivery, service and product satisfaction?
You can leave your opinion on the products you have acquired in the same file on the website. We encourage you to do this and to access the feedback of other customers, as this will enrich your shopping experience.
If you would like to submit a comment on the dispatch and delivery of your products, please write to email@example.com to enable us to analyze your suggestions.
What benefits are involved in subscribing to your Newsletter?
Subscribing to our Newsletter will enable us to inform you of new products, discounts and other benefits.
Do natural cosmetics cause allergies?
Despite the fact we use the most natural possible products, they may also cause skin allergies. There are two groups of components that might cause reactions: plant oils extracted from nuts and essential oils. For example, a person who is allergic to lavender cannot use products containing lavender essential oil.
I’ve had an allergic reaction to a product. What should I do?
Our skin may sometimes react to certain ingredients, and more so in the case of natural cosmetics and pure essential oils. As such, we have included the data sheet of each product in the “Ingredients” section, enabling you to avoid a certain product if you are aware you have an allergy. If you have an allergic reaction to a product, stop using it immediately and contact us by email at firstname.lastname@example.org or by telephone. We will provide our help and clarify any doubts you have in relation to the issue.