FAQ

The information contained in these Conditions and the details contained in this web page constitute a sale offer.

The complete management of your order is subject to the stock of the product and its availability until stocks last. In the exceptional case that the requested product is not available, we will inform you of this and we will refund the amount that you would have paid for it.

The articles offered through this web page are only available for shipment to:

• Spain Peninsula and Balearic Islands,
• The following countries of the European Union: France, Portugal, Germany, Belgium, the Netherlands, Luxembourg, the United Kingdom, Italy, Austria, Greece, Slovakia, Slovenia, Hungary, Ireland, Poland, the Czech Republic, Sweden, Finland, Romania, Malta, Denmark, Croatia, Cyprus, Bulgaria,

ALMASÍA will cancel all orders made fraudulently with the aim of making shipments to countries/regions outside this list.

Payment can be made by bank card as indicated in the purchase process or through the secure payment system PayPal. For Spain, payment by bank transfer to the account indicated by ALMASÍA at the end of the purchase process is also accepted.

As a security measure, your data will be encrypted before the information is transferred from your computer to the secure payment system indicated above.

ALMASÍA does not receive or store the data of your debit or credit card or your PayPal account. You'll know the page is secure by the padlock displayed at the bottom of the browser (or if the web page address starts with https). This method is the recognized standard for carrying out secure transactions.

By clicking on "Authorize Payment" you are confirming that the bank card is yours. You can also verify that we are attached to the entity CONFIANZA ON LINE. Your seal guarantees navigation in a safe environment and obliges us to comply with the terms of your ethical code.

Bank cards will be subject to checks and authorizations by the issuing entity, but if said entity does not authorize payment, we will not be responsible for any delay or non-delivery and we will not be able to formalize any Contract with you.

After confirming your order, ALMASÍA will send you a confirmation message informing you that your order has been duly registered.

Shipping costs vary depending on the country and the amount of the order according to the following:

Shipping costs for orders in Spain:

• Orders less than €49.95 (VAT included) €5.35 postage
• Orders equal to or greater than €49.95 (VAT included): free shipping

Shipping costs for orders outside of Spain:

Free orders from €99 (VAT included)

For orders under €99, postage depending on the country, namely:

• France, Portugal: €15
• Germany, Belgium, Holland, Luxembourg, United Kingdom, Italy, Austria: €21.14
• Greece, Slovakia, Slovenia, Hungary, Ireland, Latvia, Lithuania, Poland, Czech Republic, Sweden, Finland, Romania, Malta, Estonia, Denmark, Croatia, Cyprus, Bulgaria: €25.75

All products are shipped in perfect condition. The CLIENT must notify the transport company of the slightest trace of impact (holes, crushing, etc.) in the package, and, when appropriate, must reject the package. An identical product will be sent free of charge.

As with any shipment, it is possible that the product may be lost or delayed. In this case, the transport company will be contacted to initiate an investigation and open the corresponding incident. Every effort will be made, for as long as necessary, to find the package.

In your case, you will be reimbursed and/or a new identical package will be delivered free of charge.

For our part, we decline any responsibility for delivery times caused by the transport company, especially in case of loss of products, due to weather conditions or strikes.

– Delivery problem by the logistics company

The CLIENT must indicate to ALMASÍA, the same day of delivery or at the latest the first business day after delivery, any type of claim due to a delivery error and/or non-conformity of the products, with respect to the information provided in the order form.

After this period, any claim will be denied. The presentation of this claim must be made by mail to info@almasia.es

If an order cannot be delivered due to absence at the time of delivery, the carrier will contact the CUSTOMER by phone, email or SMS. If 14 days have elapsed since the order is available for delivery, it has not been picked up by the CLIENT, we will understand that he wishes to withdraw from the Contract and we will consider it resolved.

In these cases, we will be authorized to pass on the transport costs derived from the shipment and the termination of the Contract.

The legal guarantee of all our products is the one defined by law, and its terms will always be respected by ALMASÍA.

The legal guarantee establishes two areas (a) due to lack of conformity, in which the user has the right of withdrawal, with a maximum period of 14 days to exercise it, as indicated in the following sections, or (b) it is determined the existence of hidden defects in the product, the warranty period will be determined by the nature of the product and subject to the maximum preferential consumption periods of the same.

Indicate that ALMASÍA Cosmetic Products must be kept away from humid places, extreme temperatures or very intense direct light, due to their natural components, and that they are subject to an expiration date. All Cosmetic Products that have not been stored correctly by the user within the aforementioned conditions will then be excluded from the guarantee.

In the event that the object under warranty does not actually meet the optimal conditions to be used, ALMASÍA will assume the corresponding responsibility.

To do this, the user will contact the company via e-mail info@almasia.es in which you will explain the reasons why you consider that the product has a manufacturing defect and will support your arguments with photos (if necessary).

ALMASÍA will implement its "Non-compliant product control protocol" which implies the following for the user:

• ALMASÍA proceeds to collect the product. The user must provide an address at which he agrees to be present with the well-packaged product(s) for transport)
• Upon receipt of the product, ALMASÍA analyzes the composition of the product and will issue a report of conformity or non-conformity.

If the product is compliant, it will be returned by ALMASÍA to its owner. If the resolution indicates that the product is non-compliant, ALMASÍA will send a new unit of the same reference at its expense to the CLIENT