Shipping policy
When an order is placed, the customer accepts the following shipping, delivery, and receipt conditions described in the information below:
Where does Nasei ship?
We ship to all provinces of Spain, including the Balearic Islands, the Canary Islands, Ceuta, and Melilla, as well as to Europe, the United Kingdom, and Ireland with the transport company Zeleris.
How can I place an order?
On the Nasei website, select the items you wish to purchase by clicking “add to cart”. When you have finished, click the cart icon, located at the top right of the page. A page will open showing you your order summary. Click the “review” button.
On the next screen, you will need to enter your shipping address. After this step, we will show you the purchase summary with the shipping costs, and you can continue by entering your payment details. Follow the steps of the selected payment platform to complete your purchase.
Consult our purchasing process to learn about all the steps.
During the purchasing process, it says that the order cannot be shipped to my location. Why is this?
If you reside 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 other autonomous communities, which causes difficulties in this regard.
For better service, send us an email 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 indicated on the page summarizing the purchase before the order is confirmed. The shipping cost is calculated based on the destination, the products purchased, and the packaging used for shipping them.
Mainland Spain €5 (delivery within 2-3 days from warehouse dispatch)
Balearic Islands: 10€ (delivery within 3-7 days from the warehouse dispatch)
Europe, the United Kingdom, Ireland, the Canary Islands, Ceuta and Melilla: 15€ (delivery within 5-20 days from the warehouse dispatch)
Do you offer free shipping?
Nasei offers free shipping for orders to mainland Spain over 50€; to the Balearic Islands over 120€; and to the Canary Islands, Ceuta, Melilla and Europe over 250€.
Do you include samples?
Whenever we have stock, for every order over 25€ we add one free sample* at random from one of our facial serums and/or body oils.
The samples are 1ml-2ml vials in glass bottles. Please recycle them after use in the glass container, or better yet, reuse them. The Earth will thank you.
We do not have samples from the home-care range or the other cosmetics because this requires the use of plastics, which goes against our sustainable philosophy of using packaging that is as environmentally friendly as possible.
*Occasionally, 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 do not know what time or days I will be at home. Can you send my order to a collection point?
Select your nearest Correos office here and enter it as the delivery address when placing your order, indicating "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€, which you must pay for the order to be resent.
When will my order arrive?
Once you have completed your purchase and our warehouse has been notified, you will receive an initial email confirming that your order has been prepared.
When the courier company comes to collect it, the order may take between 2 and 5 days to be delivered (business days).
This timeframe may occasionally be extended, such as during promotional periods, at Christmas, in summer, during product launches and promotions, 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 company are beyond our control and therefore will not constitute grounds for a claim or for 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 address provided due to absence, we shall be exempt from all liability.
That is why it is important to provide an address where someone you trust can collect your order, such as a neighbor, concierge, or establishment, since after the second failed delivery attempt, the order will be returned by the transport agency to our warehouse.
Please note that resending it involves an additional cost of €8, which you must pay as the customer.
*Couriers are not required to call or leave any notice in the event of an unsuccessful delivery attempt. In this case, you will receive an email from the courier company informing you that they will make another delivery attempt (remember to check your spam folder before contacting us).
The estimated delivery period 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 surcharge of €8, which you must pay as the customer. In this case, contact Nasei by sending us an email to shop@naseiorganic.com.
* If you do not receive your order within a reasonable period of time (more than 8 days from the date you placed the order for mainland Spain) contact us at (we do not handle this query via social media) shop@naseiorganic.com stating the order number and your full name, including surnames.
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 suffers impacts during transit.
If a product arrives broken, contact Nasei within 48 hours of its delivery by sending an email to shop@naseiorganic.com attaching photographs of the products and the box showing their condition. Together, we will seek the best solution.
In the event of problems in the logistics of our sales platform, whether due to lack of 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 correspond to those I purchased.
At Nasei, we are rigorous 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 if the products ordered do not correspond to the order received, provided that the conditions described in the are met.returns section.
*For hygiene and health safety reasons returns are not accepted for any item unless the reason is one of the cases described.
I have a discount code. How can I use it?
We run several promotions throughout the year. If you want to learn about all of them and receive discount codes, subscribe to our newsletter.
-The discount will be applied to the purchase subtotal, before adding the package shipping costs.
-Discounts and gifts cannot be combined with each other. When a discount is used, no other promotion may be obtained.
-Some promotions will not be valid for purchasing 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, 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 invoice using the system of the Basque Provincial Treasury, therefore, when you make a purchase in our online store, a sales receipt (simplified invoice) is generated and will reach you in the following days.
If you need an invoice, please email administracion@naseiorganic.com providing your complete billing details, tax identification number and order number within the following 7 calendar days from the date you received the simplified invoice.
Our accounting department will send you the invoice within 48h-96h of your request.
Couldn’t you 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 through social media.
Thank you for your understanding.