Shipping and FAQs
When placing an order, the customer accepts the following shipping, delivery, and receipt conditions described in the information below:
Where does Nasei ship to?
We ship to all provinces in Spain, including the Balearic Islands, the Canary Islands, Ceuta, and Melilla, as well as to Europe, the United Kingdom, and Ireland.
How can I place an order?
On the Nasei website, select the items you want to buy by clicking “add to cart”.
When you have finished, click the cart icon at the top right of the page. A page showing your order summary will open. Click the “continue” button.
On the next screen, you will need to enter your shipping address. After this step, we will show you the order summary with the shipping costs, and you can continue by entering your payment details. Follow the steps on the selected payment platform to complete your purchase.
Check our purchasing process to learn about all the steps.
During the purchasing process, I am told that the order cannot be shipped to my location. Why is this?
If you live in the Canary Islands, Ceuta, or Melilla, you will see this message during the purchasing process.
This is because these territories have established their own taxes. In the case of the Canary Islands, the IGIC (Canary Islands General Indirect Tax) applies, while in the autonomous cities of Ceuta and Melilla, the IPSI (Tax on Production, Services and Imports of the Cities of Ceuta and Melilla) applies, and our platform does not handle them in the same way as the rest of the autonomous communities, which causes difficulties in this regard.
To provide you with better service, email us at shop@naseiorganic.com and we will tell you the steps to follow to have your order delivered to these destinations. We will process your order manually.
What payment methods are available?
In our online store, you can pay by credit card (Visa, Mastercard, Maestro, American Express), iDEAL, Bancontact, PayPal, Apple Pay and Google Pay.
We do not offer cash on delivery, bank transfer, or Bizum as payment options.
What are the shipping rates?
The total shipping cost will be shown on the order summary page before the order is confirmed. The shipping cost is calculated based on the destination, the products purchased, and the packaging used for shipping.
- Mainland Spain with Correos €4.50 (delivery within 2-4 days from dispatch from the warehouse)
- Balearic Islands with Correos: €7.5 (shipments in 3-5 days from warehouse departure)
- Europe, the United Kingdom, Ireland, the Canary Islands, Ceuta and Melilla with Correos: €15 (shipments in 5-15 days from the warehouse departure)
Do you offer free shipping?
We offer free shipping when:
- Mainland Spain free shipping with Correos on purchases over €50
- The Balearic Islands free shipping with Correos on purchases over €50
- The Canary Islands, Ceuta, Melilla and Europe: orders over €250
Do you include samples?
Whenever we have stock, for every order over €25 we add one free sample* chosen at random from one of our facial serums and/or body oils.
The samples are 1-2 ml vials in glass bottles. Please, after use, recycle them in the glass container or, even better, reuse them.
We do not have samples of our home-care range or the rest of our cosmetics because this requires the use of plastics, which goes against our sustainable philosophy of using packaging that is as eco-friendly as possible.
*Sometimes there may be specific periods when we do not have any samples in stock. We also do not include them when there are discounts or promotions, but in return, you get our products at a special price or with a wonderful gift to enjoy.
I have a complicated schedule and don't know what time or days I'll be at home. Can you send my order to a pickup point?
Select your nearest Correos office here and enter it as the delivery address when placing your order, specifying "CORREOS OFFICE".
Remember not to enter it in the billing section.
*Once it has been deposited at the selected Correos office, if you have not collected it after 7 days, the order will be returned, and resending it will incur an additional cost of 8 € that you must pay for the order to be resent.
When will my order arrive?
Once your purchase has been completed and communicated to our warehouse, you will receive an initial email confirming that your order has been prepared.
Once the courier company comes to collect it, the order may take between 2 and 5 days to be delivered (business days).
Sometimes this timeframe may be extended during promotional periods, Christmas, summer or product launches, or due to delays in the transport sector beyond our control.
If you live in the Balearic Islands, the Canary Islands or elsewhere in Europe, your order may be delayed, for example, due to customs, and we cannot guarantee an exact delivery date.
*Delays on the part of the courier are beyond our control and therefore will not be grounds for a claim or a refund of the shipping costs paid.
I will not be at home on the delivery date. What can I do?
Once the package leaves our warehouse and has not been delivered to the indicated address due to absence, we accept no responsibility.
That is why it is important to provide an address where someone you trust can collect your order, such as a neighbor, concierge, or business, as after the second failed delivery attempt, the order will be returned by the carrier to our warehouse.
Please note that resending it involves an additional €8 surcharge, which you will have to pay as the customer.
*Couriers are not required to call or leave any notice in the event of a failed delivery attempt. In this case, you will receive an email from the courier company informing you that they will attempt delivery again (remember to check your spam folder before contacting us).
The estimated delivery time has passed and I have not received my order
It may generally be due to two causes:
- The address you provided is incorrect: check that the address you entered when placing the order is correct. If there is an error, contact the courier company or us as soon as possible to resolve the issue.
- Several delivery attempts have been unsuccessful: after the second failed delivery attempt, the order will be returned to Nasei. In that case, resending it involves an additional €8 surcharge, which you will have to pay as the customer. In this case, contact Nasei by emailing us at shop@naseiorganic.com.
* If you do not receive your order within a reasonable period (more than 7 days from placing the order for mainland Spain), please contact us by email (we do not handle this query via social media) shop@naseiorganic.com stating your order number and your full name, including your surname.
A defective product has arrived. What steps should I follow to request a return?
Although we take great care to protect your order, sometimes it is unavoidable that your package is damaged during transit.
If a product arrives damaged, contact Nasei within 48 hours of delivery by emailing shop@naseiorganic.com attaching photographs of the products and the box showing their condition. Together, we will look for the best solution.
In the event of logistics problems with our sales platform, whether due to insufficient stock or an accounting error, we undertake to send the product as quickly as possible after receiving it, at no additional shipping cost.
My order has arrived, but one or more products do not match what I purchased.
At Nasei, we are meticulous with orders, but if for any reason the products you received are not the same as those you purchased, please contact us by emailing shop@naseiorganic.com attaching photographs of the complete box.
Does Nasei accept returns?
Nasei only accepts returns if the goods are defective or when the products ordered do not match the order received, provided that the conditions described in the returns section.
*For hygiene and health safety reasons, returns are not accepted for any item unless it falls under one of the cases described in the
I have a discount code. How can I use it?
We run several promotions throughout the year. If you want to hear about all of them and receive discount codes, subscribe to our newsletter.
-The discount will be applied to the purchase subtotal before shipping costs are added.
-Discounts and gifts cannot be combined. When a discount is used, no other promotion can be obtained.
-Some promotions cannot be used to purchase promotional items, pre-orders, or events such as workshops, courses, facial massage classes and consultations.
-The geranium, rose and lavender moisturizing cream, the vitamin C, orange and palmarosa nourishing cream, the sweet almond and marjoram cleansing milk, and the jasmine repairing balm are such exclusive cosmetics that we do not offer discounts or promotions on these items.
I need an invoice for my purchase
We issue invoices through the Basque Provincial Treasury’s Ticketbai system. For this reason, when you make a purchase in our online store, a sales receipt (simplified invoice) is generated.
If you need an invoice, please email administracion@naseiorganic.com providing your full billing details, tax ID and order number within the following 3 calendar days after making your purchase.
Our accounting department will send you the invoice within 48-72 hours of your request.
Couldn’t find the answer to your question in this section?
You can contact Nasei Monday to Friday from 10:00 to 16:00 by writing to shop@naseiorganic.com.
This type of inquiry will only be handled by email, not via social media.
Thank you for your understanding.