Frequently asked questions
What does it mean for an ingredient to be organic?
This is a component—either the entire cosmetic product or a variable percentage of it—that comes from organic farming. In other words, the plant has not been genetically modified, has been grown based on the optimal use of natural resources, without the use of pesticides or insecticides, and in an environmentally sustainable way. The ingredient derived from the plant has been produced in the same manner. To guarantee that all organic controls and methods are followed throughout the entire plant production and transformation process, certification bodies—independent of the manufacturing companies—regularly monitor each stage, from the field to the final product, verifying that every requirement is met.
What does it mean for a product to be cruelty-free?
ALL our products are cruelty-free, which means they are NOT tested on animals.
What does it mean that the company is certified by ECOCERT or ECOCERT-COSMOS?
ECOCERT is a certification body for different types of products. It develops requirements in accordance with international regulations to define, among others, organic and natural cosmetic products. Companies wishing to produce this type of cosmetics must comply with the requirements established by the certification body. This means that ECOCERT auditors/inspectors, who are independent of the companies, carry out regular visits to verify that every point relating to its requirements is strictly complied with. Some of these points include reviewing the materials used for packaging, cleaning methods, waste management systems and verifying the origin of ingredients…
What does it mean for a product to be certified by ECOCERT or ECOCERT-COSMOS?
To manufacture a product certified under the ECOCERT or ECOCERT-COSMOS standard, the manufacturing company must be certified by the relevant body. Just as the company must comply with the requirements established in the ECOCERT standard, so must the product. The certification body therefore verifies that each ingredient and the packaging used comply with its standards. It also verifies the percentages of ingredients of natural, plant and organic origin in each formulation and confirms through inspection that they are correct. These percentages are stated on the product packaging and labels alongside the certification body’s logo. ECOCERT also verifies through an audit that all production processes comply with the regulations and that the traceability of all ingredients is maintained from the moment they enter our facilities until the cosmetic product is manufactured.
How do you control the quality of your products?
We are highly committed to quality, not only in our products and the raw materials used, but also throughout all the processes carried out at our facilities, from the arrival of the raw materials until the finished product is distributed to its target markets. For each ingredient and finished product, there is a precise and specific description of its organoleptic, physicochemical and microbiological characteristics. These quality specifications enable us to monitor each product. Every batch of raw material entering our facilities is analysed to confirm that it complies with all the criteria set out in the specifications and, when the results are satisfactory, it is approved for entry into our production system. Once the corresponding cosmetic product has been manufactured—your cream, oil, serum, gel or nutricosmetic—we carry out quality controls to verify that it meets the established requirements. These checks are performed for every production batch.
How much does shipping cost?
Mainland Spain, the Balearic Islands and the Canary Islands
Free for orders over €30
€5 for orders under €30
What about Ceuta and Melilla?
We encourage you to email us at [email protected] so that we can tailor the shipping arrangements and inform you of the exact cost.
Do you ship to other countries in the European Union? And to the rest of the world?
If you live in the European Union, we can ship the product to you. We encourage you to email us at [email protected] so that we can tailor the shipping arrangements and inform you of the exact cost, or we can provide the information you need to arrange collection through your preferred courier company.
If your order is to be shipped to Portugal, we will not be able to fulfil it, but we will put you in contact with our representative there, who will explain how to purchase the product.
Unfortunately, we cannot ship to countries outside the European Union. However, we still encourage you to contact us at [email protected], and we will let you know whether we have a distributor in your country or region who can assist you.
How long will it take for my order to arrive?
Once your order leaves our warehouse and is handed over to the courier, delivery may take 24–72 hours.
How can I track my order?
Once your order has left our facilities, you will receive an email from Correos Express informing you that your order is on its way and providing the tracking number. You can use this number to track the status of your order at www.correosexpress.com.
I haven’t received my order confirmation. What can I do?
Contact us at [email protected] and we will resolve it.
My order has not arrived yet.
Email us at [email protected] and provide your tracking number and order number. We will investigate what has happened and let you know the current status of your order and when it is expected to arrive.
My order has arrived damaged. What can I do?
In that case, contact us at [email protected] and we will replace the damaged products. You will need to send us photographs showing the condition of your order, including both the box and the products. Please note that you have 24 hours from receipt of the order to make a claim.
I have placed an order, but before it was shipped, I decided that I no longer want it. What should I do?
Contact us at [email protected] and let us know. We will refund the amount of your order using the same payment method you used.
I have placed an order, but before it is shipped, I no longer want one of the products or would like to exchange it for another.
If you decide to exchange one product for another, please bear in mind that there may be a price difference. If you choose a product that is more expensive than the one originally selected, we will send you a link to pay the outstanding amount. If you choose a cheaper product, we will refund the difference using the same payment method you used.
If you ultimately decide to remove the product, you should check whether the remaining order still reaches the minimum of €30 to qualify for free shipping. Please bear in mind that your order normally leaves our warehouse within a few hours of being placed, so you must notify us of any changes or cancellations as soon as possible. If the order has already left our warehouse, you will be responsible for the return shipping costs.
I placed an order and was later told that one of the products was out of stock.
If you purchase an item and we subsequently inform you that it is out of stock due to an issue, we will refund the amount paid and notify you as soon as it becomes available again.
I placed an order and received the wrong product, or an item was missing.
If your order arrives with an item missing, please notify us by email at [email protected] within 24 hours of receiving your order so that we can send it to you at no additional cost.
If we have sent you the wrong product—for example, a different size from the one ordered or a product for a different skin type—please also email us. We will replace it at no additional cost to you. It is important that you return the incorrect product in perfect condition, unopened and unused.
I purchased a product, but it is defective.
If you believe that a product has arrived defective—for example, the applicator does not work or the packaging is not properly sealed—please email us at [email protected] with as much information as possible, together with photographs of the defective product or component. The maximum period for notifying us is 14 days from receipt of the product. We will review your case and, if the issue is confirmed to be a manufacturing defect, we will replace the product and cover the return shipping costs.
I purchased a product, but I received the wrong one and opened it without checking.
Unfortunately, we cannot accept the return of a product once it has been opened, as it would no longer be suitable for resale and we would be unable to guarantee its quality.
My order has arrived broken or appears to have been tampered with.
If you believe that your order’s box was dropped or damaged during transport, notice that it is broken, or find that a product is missing, please notify us within 24 working hours so that we can submit a claim. Check the entire contents of the box carefully to ensure that everything is in perfect condition.
I ordered a product and it has minor damage that does not affect its use—for example, the box has a bent corner or the label is not properly affixed.
Paper packaging is a very fragile type of material, so we take great care to wrap and protect it properly to prevent any damage during transport. We apologise if your product has sustained minor damage that does not affect its use or consumption. If you would like to exchange it, you may return it, but you will be responsible for the return shipping costs.
I would like to return a product because I do not like it and I have opened/tried it.
In the case of perishable products, such as cosmetics or nutricosmetics, we cannot accept returns once they have been opened or used.
Sometimes, a product may not smell as you expected, its colour may be different from what you anticipated, or its texture may not be what you imagined, but this does not mean that it is defective. In aromatherapy and 100% natural cosmetics, colours and scents may not always be exactly the same. As we do not use chemicals or synthetic fragrances, products may show slight variations that do NOT affect their quality in any way. For your peace of mind, we encourage you to contact us so that we can assess your case individually, compare the product with our samples to determine whether the same variation is present, and provide the explanation and solution best suited to your situation.
What expiry date will the products I purchase have?
We always aim to supply products from our freshest production batches. For products with an expiry date—hydrolats, nutricosmetics and first cold-pressed virgin plant oils—we always guarantee a minimum shelf life of three months. It should be noted that some products in our catalogue do not display an expiry date. This is because they are cosmetic products that may bear a PAO symbol.
The cosmetic product I purchased does not display an expiry date. Is this correct?
In certain cases, this is correct. Current European legislation allows cosmetic products with a shelf life of more than 30 months not to display an expiry date. Instead, the label includes the PAO (Period After Opening) symbol, shown as an open jar. The number of months for which we guarantee that the cosmetic product will remain in good condition after opening is indicated inside the symbol.
I cannot see the product’s expiry date.
Some products in our catalogue display an expiry date, which is usually printed on the base or side of the box or container.
The vast majority of our cosmetic products do not have an expiry date, but they do have a PAO (Period After Opening), shown as an open-jar symbol with a number inside. This number indicates how many months the product can be used after it has been opened.
I have placed an order and I am not sure whether I entered the correct shipping address.
Please review and verify all the details in your order confirmation email after completing your purchase. If your order has already left the warehouse and you wish to change the delivery address, you will need to pay the shipping cost.
What is the returns policy?
If you are not satisfied with any product in your order after receiving it, you have 14 calendar days from the date of receipt to exercise your right of withdrawal, return or exchange, except in the case of fresh and/or perishable products which, by their nature, may deteriorate or expire rapidly, products made to the customer’s specifications or clearly personalised products, and/or sealed goods which are not suitable for return for health protection or hygiene reasons and which have been unsealed after delivery. The right of withdrawal, return or exchange shall not apply to such products.
In this regard, to exercise the right of withdrawal, return or exchange for the purchased product, the following conditions must be met:
The product must be in perfect condition and in its original packaging. It must not have been opened, unsealed or used.
It must be returned in the same condition in which it was received, with its original packaging intact.
Contact us at [email protected] and we will assist you. You will be responsible for the shipping costs of returning the product.
I cannot access my account. What should I do?
If you cannot access your account because you have forgotten your password, click “Forgot your password?” and follow the steps to change it. If the issue is not related to your password but you still cannot access your account, email us at [email protected] and we will assist you.
If I log in to my account, can I view my orders?
Yes, all your orders are listed with a breakdown of the quantities and dates, provided that they were all placed using the same account.
How can I update my profile?
Once you have logged in, you can update all your details under “My Account”. You can change your contact details and usual address, among other information.
How can I change my password?
If you want to change it for any reason, click “Forgot your password?” and you will be able to create a new one.
I would like to purchase a product, but it is out of stock. What can I do? How long will it take to be restocked?
We try to restock all products as quickly as possible. We recommend contacting us to find out when it will be available again.
What payment methods do you accept?
We accept credit cards, debit cards and PayPal. The cards accepted are the same as those supported by physical point-of-sale terminals, specifically Visa, Visa Electron, MasterCard and Maestro. BBVA’s virtual payment terminal incorporates CES (Secure Electronic Commerce), which provides a high level of payment security and protection through the international Verified by Visa and MasterCard SecureCode protocols, both based on 3D Secure technology.
Do you have access to the personal information associated with credit or debit cards?
No, we use a secure payment platform and neither store nor have access to your banking details.
What should I do if my payment is declined?
If your payment fails, it may be because some of the details you have provided do not match those held by your bank. For security reasons, our system blocks the payment in case someone has obtained your card and is attempting to make an unauthorised purchase. In any case, email us at [email protected] and we will assist you.
I’m not sure which product would be best for my skin. What should I do?
Email us at [email protected] and our beauty adviser will help you choose the product best suited to your skin type.
How can I rate the delivery, service and my satisfaction with the products?
On our website, you can leave a review of the products you have purchased directly on the relevant product page. We encourage you to do so and to read other customers’ reviews as well, as this will make your shopping experience more informative.
If you would like to share any comments about shipping and delivery, you can email us at [email protected] so that we can take note of your suggestions.
What are the benefits of subscribing to the newsletter?
Subscribing to our newsletter will keep you informed about the latest news, discounts and other benefits.
Can natural cosmetics cause allergies?
Despite using products that are as natural as possible, they may still cause skin allergies. There are two groups of components that may trigger 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 have had an allergic reaction to a product. What should I do?
Sometimes, our skin may react to certain ingredients, particularly when using natural cosmetics and pure essential oils. For this reason, we have included an “Ingredients” section on each product page so that you can avoid them if you are aware of any allergies. If you experience a reaction to a product, stop using it immediately and contact us by email at [email protected] or by telephone. We will assist you and answer any questions you may have.