FAQS

Shipments

What is the total delivery time for your order?

Shipments to the Peninsula, the Balearic Islands, Portugal and Andorra arrive at their destination within 3 or 4 business days.
Shipments to the Canary Islands will be made through our distributor in the area for better service. They arrive at their destination within 4 or 5 business days from the moment the order is placed, through the distributor ESTETICANARIAS (Phone 928 91 88 39 - Sunday@esmado.es).
Shipments to Ceuta and Melilla arrive at their destination within 3 or 4 business days from the moment the order is placed.
International shipments arrive at their destination within 5 to 8 business days from the time the order is placed.
During holiday periods delivery times will vary. This information will be specified on the website and in orders.
No shipments will be made to Gibraltar.

How much are the shipping costs?

Deliveries to Spain (Peninsula): free of charge with a minimum order of 35 € (if your purchase is below 35 €, shipping costs are 3,5 €) .
Deliveries to Balearic Islands: minimum order of 35€, shipping costs are 9 € (if your purchase is below 35 €, shipping costs are 14 €).
Deliveries to Canary Islands: free of charge with a minimum order of 35 € (if your purchase is below 35 €, shipping costs are 3,5 €) .
Deliveries to Ceuta, Melilla and Andorra: minimum order of 35 €, shipping costs are 25 € (if your purchase is below 35 €, shipping costs are 30 €).
Deliveries Portugal (Peninsula): free of charge with a minimum order of 35 € (if your purchase is below 35 €, shipping costs are 5 €) .
International deliveries: shipping costs shall always be the same and are shown in the table below.

Area 1. France, Germany, Austria, Italy, Monaco, Belgium, Holland, United Kingdom, Luxembourg.	22€
Area 2. Czech Republic, Denmark, Hungary, Poland.	27€
Area 3. Bulgaria, Estonia, Finland, Greece, Ireland, Lithuania, Latvia, Sweden, Croatia, Rumania, Slovenia, Slovakia.	40€
Bosnia – Herzegovina, Switzerland, Norway, Serbia.	72€

How do I track my orders?

You can view your order status at any time. Simply register as a user on our website, go to "My Orders" and enter the reference number we sent you in the email order confirmation.

Please note that we are also pending your order at any time to mediate with the transport agency if necessary.

Can I have my order delivered to an address other than my home?

Yes, we will deliver your order to any address within the countries available for shipments. We can send the order to your work, to a friend´s address, relative or neighbour. At the end of the purchase process, when you are requested, please indicate the desired shipping address, full name and ID of the person who will sign for the package. This way you can make a gift to someone else.

We don´t deliver to PO Boxes.

What should I do when my order payment has been declined?

If your payment is declined, you can click on "Retry". Check to see if the card details you entered are correct and try again. If it is still being declined, contact your bank or credit card company. Alternatively, try using a different card. You can also pay via PAYPAL, cash on delivery, by bank transfer or you can contact us on +34 966 44 84 34.

I am trying to pay with Paypal but I'm having troubles. What does it mean?

If you have problems with Paypal maybe it´s because your account has not been verified. SkinClinic only accepts Paypal payments from verified accounts. You can find information on how to verify your Paypal account here.

What happens if I am not at home when my delivery arrives?

Someone needs to be at the shipping address as we may need a signature. Don’t worry if you aren’t, our carrier usually tries to deliver more than once. The carrier will leave a card telling you where it is. It might be left in a safe place or there will be details on how to pick your order up or rearrange the delivery.

Payment methods

What payment methods can I use when making my purchase?

You can pay at skinclinic.es with your Debit, Credit card (Visa, Mastercard...), Bizzum, transfer, cash on delivery and through PayPal.

Secure payment

Carmado SL takes precautions-including administrative, technical and physical-to protect your personal information against loss, theft and misuse, also against unauthorized access, disclosure, alteration and destruction.

According with the current legislation (article 9 LOPD and RLOPD) and to ensure that shopping at our site is secure, Carmado SL uses Secure Socket Layer (SSL) technology. This is an encryption that protects the data you send us and any unauthorized access to your personal information.

If SSL is enabled then you will see a padlock at the top of your browser. This means that you are in secure mode. You will also see that your URL address will start with a "https" instead of "http". By clicking on the padlock you will find out information about the SSL digital certificate registration.

Although we strive to protect your personal data throughout the online sales process, we cannot guarantee the security and integrity of the data you transmit to the website, and we cannot be held responsible for damage or loss arising from the use of Internet (such as piracy).

Returns or exchanges

How I can make an exchange or refund for my order?

In order to request a change or return please contact SkinClinic at web@skinclinic.es or telephone +34 966 44 84 34.

Print out the return form. Access to www.skinclinic.es/returns, locate your order and cut it in half.

Wrap the product with the original packaging, put the "Return Form" inside and stick the "Return Label" with adhesive tape on the outside of the box.

Give the package to the driver. We will collect your package at the time you specified.

Once we have received the package in SkinClinicand after verifying that the merchandise is in perfect condition, you will Receive the refund within 14 business days with the same payment method you made your purchase.

* If you want to make a change, first you must make a return and then place a new order. For any questions you can contact the Customer Service web@skinclinic.es, or call us at +34 966 44 84 34

What is the time limit to make an exchange or refund?

If you need to exchange or return a product you can do it within the next 8 business days from the date you received your order.

Is there a fee for exchanges or refunds?

The costs incurred when changing or returning the products shall be charged to the customer.

If an exchange item is to be sent, the customer will be responsible for the shipping cost on the exchange item as determined by the area of origin.

SkinClinic is not responsible for customs costs or the possible retention in customs.

When will I receive my refund?

If you want to return an item, we will issue a refund to your original payment method, equal to the purchase price minus the transportation expenses incurred for the return. The payment will be made within 8 business days from the date we receive the package, only when items are returned in their original condition (check Return Policy).

How I can cancel my order before it has been shipped?

If you need to cancel your order please contact us via emai web@skinclinic.es or call us at +34 966 44 84 34 and we will inform you of the order´s current status and the possibility of cancellation. Once your order has been shipped, it cannot be cancelled. In case you want to make a return, you will have to bear the cost of returning.