Return and refund policy
Shipping and Returns
Orders are prepared on business days, Monday through Friday. Orders placed by the customer during the weekend or on public holidays will be prepared starting from the next business day.
Delivery times.
Within the peninsula, you will receive your order within 24/48 hours.
Orders received on our website before 2:00 PM are prepared and shipped the same day and delivered the next day. Orders placed after 2:00 PM are processed the next business day, so their delivery time increases by 24 hours. On weekends or public holidays, they are processed on the next business day. (During promotional and sales periods, delivery times may be modified).
Tracking your order
As soon as the order is dispatched from our warehouse, you will receive an email or SMS from our carrier that will allow you to track your order online and manage the delivery.
Receiving your order within the chosen time slot.
Deliveries by our carrier are always made on business days, Monday through Friday, and depending on the destination (large towns or cities vs. smaller towns), the delivery time slot may be 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 email where you can indicate your delivery time preferences. In this case, our carrier will do its best to deliver within the indicated timeframe, depending always on whether they have a delivery shift in that time slot in your area.
Summary of shipping costs and times.
|
Zone |
Rate (VAT included) |
Delivery Time
|
Free Shipping |
|
SPAIN AND PORTUGAL PENINSULA |
€4.50 |
24 – 48 hours |
> €30 |
|
BALEARIC ISLANDS |
€6.50 |
48 – 72 hours |
Not Applicable |
|
CANARY ISLANDS |
€10 |
48 – 72 hours |
Not Applicable |
|
EUROPE 1 – Germany, Belgium, France, Netherlands, Luxembourg, Czech Republic, United Kingdom |
€7.90 |
5 – 7 days |
Not Applicable |
|
EUROPE 2 |
€9.90 |
5 – 9 days |
Not Applicable |
|
Rest of Europe |
€11.90 |
5 – 7 days |
Not Applicable |
*In countries with customs, additional customs duties may occasionally be incurred.
What happens if you are not there on the day of delivery?
Throughout the delivery process, you will receive information about the status of your order and when you should receive it. If you are not at home, the carrier will contact you (by email or SMS) to arrange a second delivery on the next business day. This second delivery has no additional cost 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 will have 14 days to pick up your order. If after this time you have not been able to pick up the order, it will be returned to our warehouse and we will refund the amount of your purchase minus shipping costs.
Also, of course, you can contact us by email at any time (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 shipping address or have entered the delivery details incorrectly, you can update the address via the carrier's tracking email that you will receive after placing the order.
We recommend that you always double-check the details entered when placing your orders.
Returns.
If you are not satisfied with your purchase, you can return it within 45 calendar days from the day you receive the products.
You can return the products you want, and we will issue the corresponding refund. To do so, you must notify us via email at tina@realearthstories.es, providing the necessary details to locate the purchase, such as the name and order number. From this email, we will quickly detail how to make the return.
In the event that the return is due to causes not attributable to Real Earth Stories (perhaps you changed your mind or there was a decision error when making the purchase, etc.), you must send the product back to us directly and always in perfect condition, the same as it was delivered.
Once the returned product(s) are received at 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 causes attributable to Real Earth Stories (defective product or 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), bearing the costs associated with this return and/or exchange. In this case, also contact our customer service team via the email tina@realearthstories.es and we will detail how to make the return at no cost and very easily.
All returned products must come in their original box and/or packaging. They must also be in good condition, properly closed, and not tampered with. In the event that the product has not been handled correctly (for example, it has not been closed properly), we cannot proceed with the return of the product and its refund.
As soon as we receive the product at our warehouse, we will send an email to notify you that we have received your return. We will also notify you of the approval or rejection of your refund request. In case of approval, the refund will be made within a maximum of 10 business days from the receipt of the product at our warehouse, and the credit will be applied 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 are many natural ingredients that could cause this. Therefore, this depends on the skin and not the product itself. Of course, we are equally open to any feedback regarding this.