SHIPPING FEES
Spanish online orders: We have a shipping flat rate of 10 EUR.
For all online orders of 75 EUR or more we offer FREE standard shipping (exclusive of any other offers or discounts)
DELIVERY TIMES
All Spanish online orders via standard shipping are anticipated to be delivered within 2-5 business days for Mainland Spain, Canary Islands and Balearics.
FREQUENTLY ASKED QUESTIONS:
1. My item arrived broken or faulty.
For items that arrive broken or damaged, take an immediate photograph of how they arrived and email contactus@ocanabeauty.com and we will guide you through the returns process. For any items that arrive broken or faulty we will provide a store credit or replacement if we are notified within 21 days of receipt. Please do not dispose of the item until we have had the chance to chat with you.
2. What happens if I am unhappy with the product I purchase or I changed my mind?
We want you to be completely happy with your purchase so, should you wish to return an item that you’ve purchased, please contact us within 21 days of receiving your product. You will need to ship us back the item, unopened and unused, within 21 days of receiving your product and within 7 days of contacting us, and a store credit (in the form of a Gift Voucher) will be issued to you once we have received the items and inspected them. The store credit can be used for online purchase only. Please be advised that proof of purchase must be provided.
*Shipping costs will not be refunded by Ocaña Beauty.
We recommend that you return items using a trackable postage method. Ocaña Beauty will not be held liable for parcels lost in transit.
3. I have been sent the wrong item.
If for any reason you have been sent the wrong item, take an immediate photograph of your order as it arrived and email it to contactus@ocanabeauty.com and we will guide you through the returns process. Email us within 7 days of receiving your order.
4. What is the policy for returning items purchased in store?
Products purchased through a stockist must be returned in consultation with the Point of Purchase.
5. What if I enter the wrong delivery address or order details/products?
In the event you have incorrectly entered information please reach out contactus@ocanabeauty.com to update information or cancel an order. As all orders and shipping labels are automated we can not guarantee that our online orders team will be able to intercept the order prior to it being dispatched.
Please ensure the correct post codes are entered and if you are in an office building, please add your company name to avoid your package being sent back to us.
Eco Tan will not be held responsible for incorrect details entered at the time of ordering online, including an incorrect delivery address
LIMITS
Please note we have a maximum limit of 10 of the same product allowed in any one transaction online. Any more than this will be flagged with our online team. Should you require more than this quantity please contact our Customer Service team on contactus@ocanabeauty.com
RETURNS POLICY
We are happy to offer a store credit on items that are returned to us unopened and unused, provided we are notified within 21 days of receipt and the item is returned within 7 days of contacting us.
Please note that Ocaña Beauty are not responsible for any return shipping costs.
If you have opened your products and have another concern, please complete the Returns Form below.
We do not offer any returns on free products.
Products must be purchased using one of the payment options available on our website to be eligible for a return or store credit.
HOW IT WORKS
1. Get in touch: To request a return, please send an email with your full name, order number to contactus@ocanabeauty.com Please ensure you contact us before sending your item back to us – it makes the process a lot easier.
2. We’ll get back to you: One of our Customer Service team members will contact you via email with instructions on how to get your item back to us
3. Pack & Send: Pack up your item carefully and send it to us. Make sure you include the email from our Customer Service team member with approval for the return.
4. Then what happens? Allow up to 14 days for processing the store credit or exchange.