Frequent questions

MY ORDER

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1.How to place your order?

Chose the items you wish to purchase by clicking on “Add to your basket”. You can keep browsing
or go straight to the button you’ll find in the top right corner of your screen (Basket) to confirm your
purchase and proceed with your payment.

2. Why can’t you add certain items to your basket?

It could be that the product is out of stock. Usually, a little pop up will let you know when one of our products is out of stock and will ask for your email so we can notify you when we have some more available. We will do everything in our hands to keep our stocks in full capacity as often as possible.

3. How do I know my order has been registered?

Once your order and payment have been processed, these will be validated. After this validation, we will notify you via email confirming the order. In a 24h window (At most) you should receive your email, if that’s not the case, please get in contact with our Customer Service.

4. How to track my order?

Once your order has been prepared and issued, you’ll receive an email with the confirmation andyour tracking number so you can follow up on all the steps your package will go through.

5. How to cancel or modify my order?

Before you confirm your payment, you can modify or cancel your order. If your payment has
already been processed and you wish to cancel it, you won’t be able to do so through the web site.
You will have to access our return policy and follow the specified procedure to get your orders full
or partial refund.

6. How to apply a discount code?

If you have a valid promotional code at your disposal you will be able to use it in your purchase
basket in the “Apply Code” box so it can be validated. The discount will be applied straight into
your basket.

7. Why doesn’t my discount code work?

Discount codes are not always active, make sure to double-check if your promotional code is still valid. If that’s the case, type in the discount code again making sure it’s typed in correctly, pay special attention to the use of capital letters. If you have followed all the previous steps carefully and it’s still not working, please get in touch with Customer Service and we’ll do everything in our
hands to help you.

8. How can I get a sample?

All online purchases you do through our web site will come with a little gift.

9. How long does it take to get an order ready to ship?

The package will take usually about 48h after your purchase to get validated and ready to ship.*As long as no major causes are slowing down the process. In which case you would be notified via
email.

10. Can’t find an answer to your question?

Please find our “Contact us” box located at the bottom of the website so that we can help you solve
any question you might have during the process.

MY DELIVERIES

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1. What are the different kinds of shipping and their rates?

We ship direct to your home, you can find an approximate date of delivery in the email that will be
sent to you when your package has been shipped.
There are no shipping extra costs in purchases above 50€. If your purchase is below 50€ the
shipping costs will be 3€ (Within the peninsula).*
*These rates might change and therefore, the price showed is approximate. The definitive cost will
show in your basket.
The rates for the Balearic Islands, Canary Islands and the rest of Europe will have different shipping costs depending on the destination.

2.Can I establish my specific delivery schedule?

Unfortunately, we cannot procure for specific delivery schedule for each delivery. We’re working on it so our customers can have a more enjoyable online experience.

3. What if I’m not at home when my package is being delivered?

You can access at all times your tracking number to check the location “en route” of your package.
If you’re not at home when your package is being delivered, you’ll be contacted by the delivery company on your phone to re-schedule a more suitable date for your delivery.
If you don’t find yourself at home for the second attempt, the package will be sent back to our facilities.

4. What if I’ve made a mistake writing the delivery address?

For a faster and more precise delivery process, we don’t allow any changes in the delivery address
once the order has been processed. If you would like to make any modification to the address
you’ve written, please don’t hesitate to contact our customer service.

Can’t find an answer to your question?

Please reach us through the “contact us” form you will find at the bottom part of our web site. We
will do our best to help resolve any inquiry you might have.

MY ACCOUNT

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1. How is my data being used?

Your data is strictly confidential to us, under any circumstance will this data be shared or sold to third parties. Your data will be exclusively used to deal with your orders, invoices, deliveries and keep you informed.
You can access all of this information through our privacy policy.

2. How can I edit my personal data?

You can always access your account through the “Account details” button you’ll find in the start menu. In this headland, you’ll be able to edit all the content related to your personal data, as well as your password and your previously accepted general terms.

3. How to change my accounts password?

If you remember your password, but you’d like to change it for whatever reason, access your account and click on the “Account details” button you’ll find on the start menu. In this headland, you’ll be able to edit your password.

4. I’ve forgotten my password, what shall I do?

If you can’t remember your password and therefore can’t access the “customer area”, you’ll have to go to your account access and click on “Forgot your password?”. Just write down your username and email and in a matter of seconds you’ll receive an email allowing you to change your password.*
*Depending on your email provider this specific email might go straight to spam. If it’s taking longer than expected please check your spam folder. If after a few minutes you don’t get an email please get in touch with Customer Service so we can help you.

5. Why should I subscribe to the Newsletters?

We will try and reach you through our newsletters so we can let you know about our most exclusive deals, advice and private sales before anyone else.

6. Can’t find the answer you’re looking for?

Access our “Contact us” form located at the bottom of our web site so we can help you solve any inquiry that you might experience.

PAYMENTS

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1. What are the different payment methods?

We accept credit card payments (Visa, MasterCard, American Express). Any other payment method which hasn’t been specified on our web site will not be accepted throughout the purchase procedure.
Therefore, a refund will not be accepted as a valid payment method either.

2. Is it safe to pay by credit card?

Our whole web sit infrastructure uses Secure Socket Layer (SSL) encryption method. SSL is considered the highest security technology in the market. Your order will be processed in a secure cyber-environment where all of your banking data will not be known nor saved.

3. Can’t find the answer you’re looking for?

Access our “Contact us” form located at the bottom of our web site so we can help you solve any inquiry that you might experience.

RETURN POLICY

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1. How to return an item?

On our web site, through our “Terms and Conditions” headland you will find all the necessary information to return an item. There you’ll find all the steps you have to follow for a successful
return.

2. Can I return or change an item?

You can do both as long as you follow all the requirements you’ll find in the Terms and Conditions headland.

3. Can’t find the answer you’re looking for?

Access our “Contact us” form located at the bottom of our web site so we can help you solve any
inquiry that you might experience.