FREQUENTLY ASKED QUESTIONS
ACCOUNT AND ORDERS
How can I register and place an order?
To register and place an order, all it takes is a few simple clicks. Enter our website, click on “Log in – Register” and enter the requested data. Once you have created your account, you can begin your online shopping experience.
Do I have to create an account to place an order?
You do not need to create an account to place an order. You can easily purchase as a "guest" and register later. However, we recommend that you create your personal account to stay up to date with our news. If you have any other questions or concerns, do not hesitate to contact us.
I am a registered customer but I no longer remember my details.
To recover your account credentials, simply go to our website, click "Sign in - Forgot your password?" and follow the instructions.
How can I change/cancel my order?
You can change or cancel your order by logging into your personal area. If you have any problems, we can put you in touch with our customer service.
I already paid for my order but it has not been shipped yet.
Payment is made at the time of purchase but shipping is not immediate. You can check the status of your order by logging into your personal area. If you have any problems, we can put you in touch with our customer service.
I canceled my order but have not received any credit yet.
Actual crediting times vary for each bank. Try to wait a few more days, in case of doubts or problems we invite you to call the customer service of your bank/credit card and keep us informed.
SHIPPING AND DELIVERY
Which countries do you ship to?
Our main delivery service covers all of Spain, and we also ship to Portugal. For more details on destinations, delivery times, and conditions, please visit our shipping page: https://osun.es/pages/envio.
How long does it take to receive my order?
Delivery within 1 to 3 business days during the day, before 8:00 PM, for Mainland Spain.
How will I receive my package? Who is responsible for the shipments?
We work with DHL for package delivery, ensuring fast and secure service. We also offer our customers the option of picking up their orders at their nearest post office for added convenience.
How can I track my shipment? How do I check/track my package?
You can easily track your shipment using the tracking number we send you by email once your order has shipped. With this number, you can check the status and location of your package directly on the DHL website: www.dhl.com. You can also check the status of your order directly on our tracking page: https://osun.es/pages/track-your-order.
How can I change the shipping address for my order?
If you need to change the shipping address for your order, we recommend contacting us as soon as possible. Once the order has been processed and shipped, it is no longer possible to change the address. Please write to our customer service team with your order number and the new address at info@osun.es so we can assist you.
PAYMENTS AND REFUNDS
What payment methods do you accept?
You can pay with a credit card (Visa, Mastercard, or Maestro), PayPal, or via Google Pay, Apple Pay, and Shop Pay.
How much time do I have to return the product?
At OSUN.es, your satisfaction is our top priority. That's why all our products are made with the highest standards of quality, performance, and full compliance with international cosmetic regulations. If for any reason you are not completely satisfied with your purchase, don't worry; you have up to 14 days from receipt of your order to request a return. Please note that, for hygiene reasons, we cannot accept returns of products that have been used, opened, or damaged. OSUN Global S.L., through OSUN.es, reserves the right to reject returns that do not comply with our return policy guidelines.
How can I return a product?
Within 14 days of receiving your order in Spain or other European countries, if you are not completely satisfied and wish to return an item, please contact our Customer Service Team by emailing return@osun.es to initiate the process. Please include the following information in your message: Order number. Name of the item(s) you wish to return. Reason for return. Our Customer Service Team will review your request and provide you with all necessary instructions. The process is simple and easy to follow. For returns via standard shipping, please note that, due to customs regulations within Europe, it is essential that you provide us with the tracking number for your return shipment. This helps us ensure that the return is handled correctly and without additional taxes. Once the returned items arrive at our facilities, the refund will be processed within a maximum of 7 business days.
When I return a product, are the shipping costs also refunded?
Unfortunately, only the cost of the purchased items is refunded with the return (this is determined by the courier service, not us). Shipping costs are the customer’s responsibility.
