Frequently asked questions

Each of our products is formulated in Spain, complying with the most demanding European standards in terms of innovation, safety, and sustainability.

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We process orders as quickly as possible so that you receive them as soon as possible. If you need to make any changes, please contact our customer service team immediately at info@elisabethalvarezcosmetics.com, indicating your order number. We will do our best to help you if the package has not yet been prepared or shipped.

Shipping costs and delivery times vary by destination:

• Peninsular Spain: Shipping from €3.99 (Delivery in 24-48 hrs).
• Balearic Islands, Ceuta and Melilla: Shipping from €3.99 (Delivery in 3-5 business days).
• Canary Islands and Andorra: Shipping from €11.85 (Delivery in 5-7 business days).
• Peninsular Portugal: Shipping from €7.75 (Delivery in 4-6 business days).
• All of Europe: Shipping from €20 (Delivery in 4-6 business days).
• Outside Europe: Shipping from €50 + customs duties (Delivery in 7-10 business days).

Between 24 and 48 business hours, not including weekends or holidays.

It is very important that you check the contents of your package as soon as you receive it to ensure that everything has arrived in perfect condition and matches what you purchased.

We will refund shipping costs if the return is due to our error (incorrect item, defective/damaged product, or unwanted replacement).

If the return is for an unwanted item, shipping costs will be your responsibility.

If you wish to return an item purchased at www.elisabethalvarezcosmetics.com, you have 14 days from the receipt of the order to do so.

Items must be unused and in perfect condition.

To proceed with the return, you must inform us of the order number, the product you wish to return, and the reason. Our team will provide you with a return number and the details of the postal address to which you should send it.

Pack the product well and securely. Include the order number to which the returned product belongs inside the package.

When returning a product, remember to request a shipping receipt from the courier company. This will serve as proof of shipment until you receive a replacement product or your money is refunded. Without this receipt or proof of shipment, we cannot process a refund or replacement if the item is lost during transit.

Any item you have received and wish to return is your responsibility until we receive it at our offices. Please ensure you use a parcel service that insures the value of the goods.

Any defective product will be exchanged for the same product in optimal condition. If the product is out of stock, a refund of the amount paid will be issued to the same account used to purchase it.

If you wish to return an unwanted item, it must be unopened and in its original packaging. Unwanted items must be in perfect condition for resale.

If you return an item and want to exchange it for another, you will also have the right to return the latter within 7 days of receiving the last order. The refund will be processed upon receipt of the product you wish to replace.

Your orders are very important to us, and we want you to have a good ELISABETH ÁLVAREZ COSMETICS experience and be very satisfied when you receive them. However, errors can occur, and we apologize in advance if you have received an incorrect item. As part of our maximum customer satisfaction policy, we will do everything possible to resolve the issue as quickly and easily as possible.

Our customer service team will review each case individually to consider the return of the product. We may request additional information such as photographs or details to provide you with the best solution.

At ELISABETH ÁLVAREZ COSMETICS, we strive for all orders to arrive in perfect condition. If for any reason this has not happened, please accept our apologies.

We ask that you do not refuse delivery and instead accept the order and contact us immediately. Refusing an order can lead to delays in the package being returned.

You can contact us via email at info@elisabethalvarezcosmetics.com. Please attach an image of the damaged product or indicate the defect of the received product in your message. A member of our team will review the details and contact you to offer the best possible solution.

If you return an item for reported damage or fault, and no error is found during the corresponding tests, shipping costs will not be refunded. Furthermore, the cost of replacing it will depend on the product and will be communicated to you after inspection.

When a customer contacts us to make a return, the customer service department reviews the details and contacts the customer to offer the best possible solution.

Returns are generally processed within 7 business days of receipt, and no later than 30 days.

If the returned item is to be refunded, we will deposit the amount into the account used to purchase the item.

We will gladly refund shipping costs if the return was requested due to our error. For example:

– If we sent you an incorrect item.

– If the item is damaged or defective.

– If, after returning an item, you receive another one as a replacement and you don't want it. The costs for this latter replacement item will be refunded to you.

We will not refund shipping costs for unwanted or unneeded items. If you wish to return an unwanted item, the shipping costs will be your responsibility. Once again, we remind you that it is important to use a parcel service that insures the value of the product so that we can receive it in optimal condition and thus be able to refund you the amount of the purchased product.

We will not refund shipping costs for any item returned due to reported damage or defect where no such error is found when testing the product. The cost of sending the item back to you will depend on the item and will be communicated to you once the testing process is complete.

We hope that there are no complaints or claims regarding our service. However, if you are not satisfied with how a product has been returned or exchanged, please contact our Customer Service team at info@elisabethalvarezcosmetics.com ELISABETH ÁLVAREZ COSMETICS, Calle Bailén 137, 08137 Barcelona.

If you have made a purchase from any European Union country, you have the right to receive free assistance through the European Consumer Centre (ECC). You can find more information here:
European Consumer Centre

If you wish to resolve a dispute out of court, the European Commission offers a free platform for consumers and businesses:
🔗 ODR Platform - European Commission

Through this platform, you can easily submit complaints related to online purchases, in your language and at no cost.