Shipping and Returns

Shipping and Returns

Orders are prepared on business days, Monday to Friday. Orders placed by customers over the weekend or on holidays will be prepared starting the next business day.

Delivery times.

In the mainland, you will receive your order within 24/48 hours. 

Orders received on our website before 14:00 hrs are prepared and shipped the same day and delivered the next day. Orders placed after 14:00 hrs are processed the next business day, so your delivery time increases by 24 hours. On weekends or holidays, they are processed the next business day. (During promotional periods and sales, the delivery time 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 the order in the chosen time slot.

Deliveries by our carrier are always made on business days from Monday to Friday and depending on the destination area (large towns or cities or smaller towns), the delivery time slot for the order may be from 09:00 to 15:00 hrs or from 09:00 – 21:00 hrs. 

Before delivery, you will receive an SMS or email where you can indicate your preferences regarding the delivery time. In this case, our carrier will do its best to make the delivery within the indicated time, always depending on whether they have a delivery route in that time slot in your area. 

Summary of shipping costs and times.

*In countries with customs, additional customs costs may occasionally be passed on.

What happens if you are not there on the delivery day.

Throughout the delivery process, you will receive information about the status of your order and also when you should receive it. In case you are not located at your home, the carrier will contact you (by email or SMS) to arrange a second delivery the next business day. This second delivery has no additional cost for you, but in case you are not again at your home, there will not be a next delivery and you will have to pick up the order at the pickup 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 the 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 you made a mistake in entering the delivery details, you can update the address through the carrier tracking email that will arrive after placing the order.

We recommend that you always review the data 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 this, you must notify us by email at tina@realearthstories.es, indicating the necessary data to locate the purchase such as the name and order number. From this email, we will quickly detail how to carry out the return.

In case the return is for reasons not attributable to Real Earth Stories, (you may have changed your mind or there was a decision error when placing the purchase…etc), you must send us the product directly and always in perfect condition, the same as it was delivered.

Once received in our warehouse the returned product/products, we will issue the corresponding refund. In case it is for reasons not attributable to Real Earth Stories, all payments received will be refunded. 

In the case that the return is for reasons attributable to Real Earth Stories (defective product or not matching the purchased reference) Real Earth Stories will be the one to pick up the products and/or exchange them for the correct one/s, taking care of the costs associated with this return and/or exchange. In this case, also contact our customer service team through the email tina@realearthstories.es and we will detail how to carry out the return at no cost and in a very simple way.

All returned products must come in their original box and/or packaging. They must also be in good condition, properly closed and not have been handled. In case the product has not been handled correctly (for example, it has not been closed correctly) we cannot proceed with the return of the product and its refund.

As soon as we receive the product in our warehouse, we will send an email to notify you that we have received your return. We will also notify you about 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 in our warehouse and the credit will be credited to the same original payment method. 

If the product (any of the natural ingredients) has produced a reaction/allergy on the skin, this will in no case be considered a cause attributable to Real Earth Stories, since there are many natural ingredients that could produce this. Therefore, this depends on the skin and not on the product itself. Of course, we are equally receptive to any feedback regarding this