Shipping and FAQs
At the time an order is placed, the customer accepts the following shipping, delivery and reception conditions described in the following information.
Where is Nasei sending?
We ship to all provinces of Spain, including the Balearic Islands, Canary Islands, Ceuta and Melilla, as well as to Europe, the USA, Canada, the United Kingdom and Ireland through Correos.
How can I place an order?
On the Nasei page, select the items you want to purchase by clicking “add to cart”. When you are finished, click on the cart icon, located on the top right of the page. A page will open showing you the summary of your order. Click on the “review” button.
On the next screen you will have to include your shipping address. After this step, we will show you the purchase summary with the shipping costs and you can continue with the payment information.
Follow the steps of the selected payment platform to complete your purchase.
Check our purchasing process to know all the steps.
During the purchase process it is indicated that the order cannot be shipped to my location, why is this?
If you live in the Canary Islands, Ceuta or Melilla you will encounter this message during the purchase process.
This is because they are territories that have established their own taxes. In the case of the Canary Islands, the IGIC (Canary Indirect General Tax) applies, while in the Autonomous Cities Ceuta and Melilla the IPSI (Tax on Production, Services and Imports of the Cities of Ceuta and Melilla) and our platform does not welcome them like the rest of the communities, causing difficulties in this aspect.
To give you a better service, write us an email to firstname.lastname@example.org and we will tell you the steps to follow to send your order to these destinations. We will place your order manually.
What are the payment methods available?
In our online store you can pay by credit card (Visa, Mastercard, Maestro, American Express), iDEAL, Bancontact, Paypal, Apple Pay and Google Pay. At the end of your purchase you can choose between these options.
What are the shipping rates?
The total transportation price will be indicated on the purchase summary page before order confirmation. The transportation amount is calculated based on the destination, the products purchased and the packaging used for shipping.
Peninsula €5.50 (shipments between 2-5 days from leaving the warehouse)
Balearic Islands from €8 (shipping between 3-7 days from the warehouse)
Europe, Canary Islands, Ceuta and Melilla from €10 (shipping between 5-15 days from the warehouse)
USA, Canada, UK and Ireland €15 (shipments between 5-30 days from the warehouse)
Do you do free shipping?
Nasei offers free shipping costs for orders to the Peninsula that are over €50; to the Balearic Islands when they are greater than €80 and to the Canary Islands, Ceuta, Melilla and Europe when they are greater than €180.
Do you include samples?
As long as we have stock, for every order over €25 we add a free random sample* of one of our facial serums and/or botanical oil.
The samples are 1ml vials in a glass bottle. Please recycle them in the glass container after use or better yet, reuse them. The earth will thank you.
We do not have samples of the home line or the rest of the cosmetics because this requires the use of plastics and that goes against our sustainable philosophy of using the most ecological packaging possible.
* Sometimes it may happen that there are specific moments in which we do not have stock of any sample. We also do not include them when there are discounts or promotions, but in exchange you get our products at a special price or with a great gift for you to enjoy.
I have a complicated schedule and I don't know what time/days I will be home, can you send my order to a collection point?
Yes, Correos has a very extensive network of offices. Enter the zip code in www.correos.es to find the closest point.
Tell us the address of the chosen office when making the purchase and we will send it to you directly there.
Remember that you have 7 days to go pick it up. If after this time you have not come to pick it up, the order will be returned and resending it has an additional cost of €8 that you must pay for the order to be resend.
When will my order arrive?
Once your purchase has been made and our warehouse has been notified, you will receive an initial email that your order has been prepared.
When the Post Office comes to pick it up, the order may take between 2 to 5 days to be delivered (working days).
Sometimes this period may be delayed, as in the case of promotional periods, Christmas, summer, launches and promotions or due to delays in the transport sector beyond our control.
If you live in the Balearic Islands, Canary Islands, Ceuta, Melilla or the rest of Europe, your order will take 5 to 10 days to arrive from our warehouse. For the USA and Canada the time can be from 15 to 21 days, depending on customs management.
For quality reasons, orders placed on Fridays or the eve of holidays will be shipped the next business day.
I have not received my order, what should I do?
If you do not receive your order within a reasonable period of time (more than 8 days from when you placed the order for the peninsula) please contact us by email: email@example.com indicating the order number and your full name with surnames.
I won't be home during the delivery date, what can I do?
Once the package leaves our warehouse and has not been delivered to the address indicated due to absence, we are exempt from all responsibility.u
That is why it is important to indicate an address where there is someone you trust who can pick up your order, which could be a neighbor, concierge or establishment, since in the second failed delivery attempt the order will be returned by the transport agency to our warehouse.
Keep in mind that sending it again involves an extra cost of €8 that you must pay as a customer.
Postal mail carriers and delivery drivers 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 Post Office where they will tell you which office your package is in (remember to check spam before contacting us).
Remember that if you postpone delivery or delay in collecting your order, the condition of the package when you receive it will be your responsibility.
The estimated delivery time has passed and I have not received my order
Generally it can be due to two causes:
- The address you provided is wrong: check that the address you included when placing your order is correct. If there is an error, contact the courier company or us as soon as possible to resolve the issue.
- Several failed delivery attempts have been made: after the second failed delivery attempt the order will be returned to Nasei. In that case, sending it again means an additional charge of €8 that you will have to pay as a customer. In this case, contact Nasei by writing an email to firstname.lastname@example.org.
I received a defective product. What steps should I follow to request a refund?
Although we do our best to protect your order, sometimes it is inevitable that your package will suffer bumps during transit.
In the event that a product arrives broken, contact Nasei within 48 hours of delivery by writing an email to email@example.com attaching photographs in which the product can be seen. Together we will look for the best solution.
In the event of problems in the logistics of our sales platform, whether due to lack of stock or an error in your accounting, we undertake to send the product as quickly as possible upon receipt, without additional shipping costs.
My order has arrived but one or more products do not correspond to the ones I purchased.
At Nasei we are rigorous with orders, but if for any reason the products that have arrived are not the same as the ones you purchased, please contact us by writing an email to firstname.lastname@example.org attaching photographs.
Together we will look for the best solution.
Does Nasei accept returns?
Nasei only accepts returns in the event that the merchandise is defective or when the products ordered do not correspond to the order received, as long as the conditions described in the returns section.
For reasons of hygiene and health safety no refunds of any article that does not have as a reason any of the assumptions described.
I have a discount code. How can I use it?
During the year we do several promotions. If you want to find out about all of them and receive the discount codes, subscribe a nuestra newsletter.
-The discount will be applied to the subtotal of the purchase, before adding the shipping costs of the package.
-Discounts and gifts cannot be combined with each other. When you use a discount you will not be able to obtain any other promotion.
-There are promotions that will not be valid to purchase promotional items, pre-sales, meetings such as workshops, courses, facial massage classes and advice.
-The geranium, rose and lavender moisturizing cream, the vitamin C, orange and palmarosa nourishing cream, as well as the jasmine repair balm are such extremely exclusive cosmetics that we do not offer discounts or promotions on these items.
If you have any problems redeeming your code, please contact us through email@example.com
When does the free shipping promotion apply?
Nasei offers free shipping for purchases over €50 (national shipments except the Canary Islands, Balearic Islands, Ceuta and Melilla). In order to benefit from free shipping and another current promotion (such as a discount) on the same purchase, it is necessary that the cart total be greater than €50 after applying the discount.
Free shipping will automatically be included in the next steps of the checkout process.
I need an invoice for my purchase
We invoice with the Basque Foral Treasury system, for this reason when you make a purchase in our online store a sales receipt is generated (simplified invoice).
If you need an invoice, please write an email to firstname.lastname@example.org indicating your complete billing information, NIF/CIF and the order number.
Our accounting department will send you the invoice within 48-96 hours of the request.
Didn't you find the answer to your question in this section?
You can contact Nasei from Monday to Friday from 10:00 a.m. to 2:00 p.m. by writing to email@example.com
These types of queries will only be answered by email, not by RRSS.
Thanks for your understanding.