Shipping and returns
Shipping your order
As a general rule, orders are shipped within 48 hours following payment confirmation via Correos or GLS, both of which provide a tracking number. As soon as your order leaves our warehouse, you will receive a link allowing you to track your shipment online.
Shipping costs include handling, packaging and transportation. Handling costs are fixed, while transport costs may vary depending on the weight and dimensions of the parcel. We recommend grouping all your items into a single order, as separate orders cannot be combined once they have been placed.
We use small or medium-sized boxes, optimised to protect your products while minimising transport and shipping costs. Although we cannot guarantee that parcels will never be damaged during transportation, we prepare every order to ensure the highest possible level of protection, particularly for fragile items.
Returns and right of withdrawal
In accordance with European Union consumer protection rules applicable to distance purchases, you have 14 calendar days from the date you receive your order to exercise your right of withdrawal, without having to provide a reason.
To exercise this right, you must clearly inform us of your decision to withdraw from the purchase using the contact methods available on our website before the 14-day period expires.
Once you have notified us of your decision to withdraw, you will have a maximum of 14 additional calendar days to send the products back to us.
Products must be returned properly protected and with all accessories, components and other items originally supplied. The consumer shall only be liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.
The direct cost of returning the goods shall be borne by the customer, unless the return is due to a defective product, damage during transport, an incorrect product or an error attributable to us.
Cosmetic and personal care products
For reasons of health protection and hygiene, the right of withdrawal does not apply to products that are supplied sealed for health protection or hygiene reasons and have been unsealed after delivery when, due to their nature, they are no longer suitable for return.
This exception may apply to certain cosmetic products, personal hygiene products and hair care products when they have a hygiene seal or protective system and that seal has been opened, removed or tampered with after delivery.
Merely opening the external packaging used for transportation does not, by itself, result in the loss of the right of withdrawal. This exception will only apply where there is a seal intended to guarantee health protection or hygiene and the conditions established by the applicable legislation are met.
Refunds
Once the right of withdrawal has been validly exercised, we will refund the applicable amounts, including, where appropriate, the standard delivery costs paid for the order. Additional costs resulting from the customer's express choice of a more expensive delivery method than the standard delivery method offered will not be refunded.
Refunds will generally be made using the same payment method used for the original purchase, without undue delay and within the applicable legal period. We may withhold the refund until we have received the returned goods or until the customer provides evidence that the goods have been sent back, whichever occurs first.
Damaged, defective or incorrect products
The right of withdrawal is separate from the consumer's rights when receiving a defective, damaged or incorrect product. In these cases, please contact us as soon as possible so that we can review the issue and provide the appropriate solution in accordance with applicable legislation.
When a return is due to a defective, damaged or incorrect product, or to an error attributable to us, the customer will not be required to bear the necessary return shipping costs.
VAT and customs charges
Some countries may be exempt from VAT during the purchasing process, as this tax may instead be charged in the destination country in accordance with its local regulations.
Likewise, any customs fees, duties or additional taxes applicable in the destination country shall be the responsibility of the customer.