Return and Refund Policy

Shipping and Returns

Orders are processed on business days from Monday to Friday. Orders placed by the customer on weekends or holidays will be processed starting the next business day.

Delivery Times.

Orders received on our website before 2:00 PM will be prepared and shipped the same day and delivered the next day. Orders placed after 2:00 PM will be processed on the next business day, extending the delivery time by 24 hours. Orders placed on weekends or holidays will be processed on the next business day. (During special offers and sales, delivery times may vary).

Track your order

As soon as your order leaves our warehouse, you will receive an email or SMS from our carrier, which will allow you to track your order online and manage the delivery.

Receipt of the order within the chosen time slot.

Delivery by our transport company always takes place on business days from Monday to Friday, and depending on the destination (large cities or smaller towns), the delivery time of the order may range from 9:00 AM to 3:00 PM or from 9:00 AM to 9:00 PM.

Before delivery, you will receive an SMS or an email where you can specify your preferences regarding delivery times. In this case, our carrier will do its best to deliver within the specified schedule, depending on whether they have a delivery appointment at your location during that time slot.

Summary of costs and delivery times.

*In countries where customs decide on a case-by-case basis, additional customs duties may be charged.

What happens if you are not there on the day of delivery?

Throughout the entire delivery process, you will receive information about the status of your order and when you will receive it. If you are not available at your home address, the courier will contact you (by email or SMS) to arrange a second delivery on the next business day. This second delivery is free of charge for you, but if you are not at home again, there will be no further delivery and you will have to pick up the order at the collection point indicated by the carrier. You have 14 days to pick up your order. If you cannot pick up your order after this period, it will be returned to our warehouse and we will refund the purchase amount minus the shipping costs.

Of course, you can also contact us at any time by email (tina@realearthstories.es) and we will do our best to help you!

What happens if the delivery address is incorrect?

If you need to change the delivery address or have made a mistake in your shipping details, you can update the address via the carrier's tracking email that you receive after placing the order.

We recommend that you always check the data entered when placing your order.

Returns.

If you are not satisfied with your purchase, you can return it within 45 calendar days of receiving the products.

You can return the desired products and we will refund you the corresponding amount. To do this, you must contact us via email at tina@realearthstories.es, providing the necessary data to locate the purchase, such as the name and order number. From this email, we will quickly detail how to make the return.

If the return is due to reasons not attributable to Real Earth Stories (perhaps you changed your mind or there was an error in the purchase decision, etc.), you must send us the product directly and always in the perfect condition in which it was delivered.

Once we receive the returned product(s) in our warehouse, we will issue the corresponding refund. In the case of causes not attributable to Real Earth Stories, all payments received will be refunded.

In the event that the return is due to reasons attributable to Real Earth Stories (defective product or product not matching the purchased reference), Real Earth Stories will be responsible for picking up the products and/or exchanging them for the correct one(s), assuming the costs associated with this return and/or exchange. In this case, please also contact our customer service team via email at
tina@realearthstories.es
and we will inform you how you can return it for free and easily.

All returned products must be in their original box and/or packaging. They must also be in good condition, properly sealed, and must not have been tampered with. If the product has not been handled correctly (e.g., not properly sealed), we cannot accept the return or refund the purchase price.

Once we receive the product in our warehouse, we will send you an email to notify you that we have received your return. We will also inform you about the approval or rejection of your request. In case of approval, the refund will be processed within 10 business days of the goods arriving at our warehouse, and the credit will be transferred to the same original payment method.

If the product (any of the natural ingredients) has caused a reaction/allergy on the skin, this will in no case be considered a cause attributable to Real Earth Stories, as there is a multitude of natural ingredients that could cause this. Therefore, this depends on the skin and not on the product itself. Of course, we are open to any feedback on this topic.