FREQUENTLY ASKED QUESTIONS
ACCOUNT AND ORDERS
How can I register and place an order?
To register and place an order, all you need are a few simple clicks. Visit our website, click on “Login – Register,” and enter the requested information. Once you have created your account, you can start your online shopping experience.
Do I need to create an account to place an order?
It is not necessary to create an account to place an order. You can easily shop as a "guest" and register later. However, we recommend that you create your personal account to stay updated with our news. If you have any other doubts or questions, feel free 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 on "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 into your personal area. If you have any problems, we can put you in touch with our customer service.
I have 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 yet received any credit.
Actual accreditation times vary for each bank. Try waiting a few more days, and if you have any questions or issues, we encourage you to 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, times, and conditions, we invite you to visit our shipping page: Shipping Information | Fast and Secure Delivery Options – Osun.es – OSUN.
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 the package? Who is responsible for the shipments? Who is it? What? Service?
We offer home delivery and the option to pick up at DHL or Correos offices, so you can choose the delivery method that best suits your needs.
How can I track my shipment? How do 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 the purchase process (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 of your order, we recommend contacting us as soon as possible. Once the order has been processed and shipped, it is not possible to modify 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) or with your Paypal account, or through 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, 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 the 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 any item, please contact our Customer Service Team by sending an email to return@osun.es to start 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 via standard shipping, please note that due to customs regulations within Europe, it is essential that you provide us with the tracking number of 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, with returns, only the cost of the purchased goods is refunded (this is not up to us, but the courier), and the shipping cost is your responsibility.
