Frequently Asked Questions - Accounts, Orders and Payments
ACCOUNT AND ORDERS
How can I register and place an order?
To register and place an order, all you need is a few simple clicks. Visit our website, click “Log in - Register,” and enter the requested information. 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 don't need to create an account to place an order. You can easily purchase as a "guest" and register later. However, we recommend creating your personal account to stay up to date with our latest news. If you have any other doubts or questions, please don't hesitate to contact us.
I’m a registered customer, but I no longer remember my details.
To retrieve your account credentials, simply go to our website, click "Log in - Forgot your password?" and follow the instructions.
How can I change/cancel my order?
You can change or cancel your order by logging in to your personal area. If you have any problems, we can put you in touch with our customer service team.
I already paid for my order, but it still hasn't been shipped.
Payment is made at the time of purchase, but shipping is not immediate. You can check the status of your order by logging in to your personal account. If you have any problems, we can put you in touch with our customer service team.
I canceled my order, but I still haven't received any credit.
Actual posting times vary for each bank. Try waiting a few more days; if you have any questions or problems, please call your bank/credit card customer service 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 about destinations, delivery times, and conditions, please visit our shipping page: Shipping Information | Fast and Secure Delivery Options – Osun.es – OSUN.
How long does it take to receive my order?
How will I receive the package? Who handles shipping? Who is it? What? Service?
We offer home delivery and the option to collect your order from DHL or Correos offices, so you can choose the delivery method that best suits your needs.
How can I track my shipment? How can I view/track my package?
You can track your order using the tracking number you will receive by email once your order has been shipped. Depending on the carrier selected during checkout (DHL or Correos), you can check the status and location of your shipment directly on the corresponding carrier's website.
You can also check the status of your order directly on our tracking page: Order Tracking | OSUN Online Beauty Store
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, the address cannot be changed. Please email our customer service team at info@osun.es with your order number and the new address so we can help you.
PAYMENTS AND REFUNDS
What payment methods do you accept?
You can pay by credit card (Visa, Mastercard, or Maestro), with your PayPal account, or via GooglePay, ApplePay, MobilePay, and ShopPay.
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 to the highest standards of quality and performance, with 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 make a return?
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. Include the following information in your message:
Order number.
Names of the items you wish to return. Reason for the return.
Our Customer Service Team will review your request and provide you with all the necessary instructions. The process is simple and easy to follow.
For returns sent 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 processed 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, a return only refunds the cost of the purchased goods (it is not handled by us, but by the courier); you are responsible for the shipping costs.
