Shipping and FAQs
At the time an order is placed, the customer accepts the following shipping, delivery and reception conditions described in the following information.
Where does Nasei send?
We ship to all the provinces of Spain, including the Balearic Islands, the Canary Islands, Ceuta and Melilla, as well as the rest of Europe through Correos.
How can I place an order?
On the Nasei page, select the items you want to buy by clicking "add to cart". When you have finished, click on the cart icon, located on the top right page. A page will open showing you the summary of your order. Click on the “review” button.
On the next screen you will have to include your shipping address. After this step, we will show you the summary of the purchase with the shipping costs and you can continue with the payment details.
Follow the steps of the selected payment platform to finish your purchase.
Check our purchasing process to be able to know all the steps.
During the purchase process it is indicated that the order cannot be sent to my location, why is this?
If you reside in the Canary Islands, Ceuta or Melilla you will find this message during the purchase process.
This is because they are territories that have established their own taxes. In the case of the Canary Islands, the IGIC (Canary General Indirect Tax) is applied, while in the Autonomous Cities of Ceuta and Melilla the IPSI (Tax on Production, Services and Imports of the Cities of Ceuta and Melilla) applies, and our platform does not welcome them like the rest of the communities, giving difficulties in this aspect.
To give you a better service, write us an email to shop@naseiorganic.com and we will tell you the steps to follow to send your order to these destinations.
What are the payment methods available?
In our online store you can pay by credit card (Visa, Mastercard, Maestro, American Express), iDEAL, Bancontact, Paypal, Apple Pay and Google Pay. At the end of your purchase you can choose between these options.
What are the shipping rates?
The total price of the transport will be indicated on the page that summarizes the purchase before the order confirmation. The cost of transport is calculated based on the destination, the products purchased and the packaging used for shipment.
Currently the indicative price for shipments to the Peninsula is usually €5.50, €8 to the Balearic Islands and €10 to Europe, the Canary Islands, Ceuta and Melilla.
Do you do free shipping?
Nasei offers free shipping costs for orders to the Peninsula that are over €50; to the Balearic Islands when they are over €80, to Europe when they are over €180; and to the Canary Islands, Ceuta and Melilla when they are over €150.
Do you include samples?
Of course, it is something that we really like, that you can try other products from our firm.
We randomly add free samples of our facial serums and botanical oil to every order.
Samples are 1ml vials in a glass bottle. Please, after use, recycle them in the glass container or better yet, reuse them. The earth will thank you.
We do not have samples of the home line or the rest of the cosmetics.
What are the measures you have taken for the coronavirus?
At Nasei we have taken all the precautions so that your order arrives in the safest way. We prepare packages with masks and gloves and disinfect work surfaces daily.
Keep in mind that due to the coronavirus, the messaging services have been altered. For this reason, your order may take longer to arrive than under normal conditions.
I have a complicated schedule and I don't know what time/days I will be home, can you send my order to a collection point?
Yes, Correos has a very extensive network of offices. Enter zip code in www.correos.es to find the closest point.
Tell us the address of the chosen office when making the purchase and we will send it there directly.
Remember that you have 7 days to pick it up. If after this time you have not come to pick it up, the order will be returned and sending it again has an additional cost of €8 that you must pay for the order to be reshipped.
When will my order arrive?
Once you have made your purchase and notified our warehouse, you will receive the order at the indicated address between 24 and 72 hours later (working days). Sometimes this period can be delayed, as in the case of promotional periods, at Christmas, launches and promotions or due to delays in the transport sector beyond our control.
If you live in the Balearic Islands, the Canary Islands, Ceuta, Melilla or in the rest of Europe, your order will take 5 to 10 days to arrive from when it leaves our warehouse.
For quality reasons, orders placed on Fridays or the eve of holidays will be shipped the next business day. The reason is that we do not want your package to be accumulated in a warehouse for a few days.
Where I can check the status of my order?
After placing the order you will receive a confirmation email with the details of the order. Please note that due to the volume of orders this email may take longer than usual. You will then receive a second email from Nasei when the order leaves our offices.
Shipments to the Peninsula, the Balearic Islands and Europe, the Canary Islands, Ceuta and Melilla are made mainly through the Post Office.
I have not received confirmation of my order, what do I have to do?
If you do not receive an email confirming your order within a reasonable period of time, please contact us by email: shop@naseiorganic.com
I will not be at home during the delivery date, what can I do?
Once the package leaves our warehouse and has not been delivered to the indicated address due to absence, we are exempt from all responsibility.
That is why it is important to indicate an address where someone you trust can pick up your order, such as a neighbor, concierge or establishment, since the second failed delivery attempt will result in the order being returned by the transport agency to our warehouse. Keep in mind that sending it again involves an additional cost of €8 that you must pay as a customer.
Drivers are not required to call or leave any notice in the event of a failed delivery attempt.
If you do not receive your box for this reason, first contact the courier company as soon as possible to arrange a new delivery.
Remember that if you postpone the delivery or the delay in collecting your order, the state of the package when you receive it will be your responsibility.
We are not responsible for someone outside your trust picking up the package, for this reason it is very important that you indicate an address where you know that they will pick up the order under the strictest security.
The estimated delivery time has passed and I have not received my order
It can generally be due to two causes:
- The address you have provided is wrong: check that the address you have included when placing the order is correct. If there is any error, contact the courier company or us as soon as possible to solve the problem.
- Several unsuccessful delivery attempts have been made: after the second unsuccessful delivery attempt, the order will be returned to Nasei. In that case, sending it again supposes an additional surcharge of €8 that you will have to pay as a customer. In this case, contact Nasei by writing an email to shop@naseiorganic.com.
I have received a defective product. What steps should I follow to request a refund?
Although we take great care to protect your order, sometimes it is unavoidable that your package suffers bumps during the journey.
In the event that a product arrives broken, contact Nasei within 48 hours of delivery by writing an email to shop@naseiorganic.com attaching photographs where you can see the product. Together we will find the best solution.
In case of problems in the logistics of our sales platform, either due to a lack of stock or an error in its accounting, we promise to send the product as quickly as possible from receipt, without additional shipping costs.
My order has arrived but one or several products do not correspond to the ones I bought.
At Nasei we are rigorous with orders, but if for any reason the products that have arrived are not the same as the ones you bought, please contact us by writing an email to shop@naseiorganic.com attaching photographs. Together we will find the best solution.
Does Nasei accept returns?
Nasei only accepts returns in case the merchandise is defective or when the ordered products do not correspond to the order received, as long as the conditions described in the returns section.
For reasons of hygiene and health safety, returns of any item that do not have as a reason any of the cases described are not accepted.
I have a discount code. How can I use it?
The discount will be applied to the subtotal of the purchase, before adding the shipping costs of the package. This welcome discount cannot be combined with other promotions. It will not be valid to purchase promotional items, pre-sales, meetings (workshops, courses, facial massage classes and consultancies), the geranium, rose and lavender moisturizing cream, nor to purchase the web packs, since the latter already include A special price.
During the year we do other promotions. If you want to find out about all of them and receive the discount codes, subscribe a nuestra newsletter.
Please note that some promotions do not include a discount code. For example, on the web you can find some promotional items marked with a label in the lower right corner of their image. In these cases it will not be necessary to include any code, the discount will be applied directly.
Discounts and gifts are not cumulative with each other. When a discount is used, no other promotion can be obtained.
If you have any problems redeeming your code, contact us through shop@naseiorganic.com
When does the free shipping promotion apply?
Nasei offers free shipping for purchases over €50 (national shipping except Canary Islands, Balearic Islands, Ceuta and Melilla). In order to benefit from free shipping and another current promotion (such as a discount) on the same purchase, the cart total must be greater than €50 after applying the discount.
Free shipping will be automatically included in the next steps of the checkout process.
Didn't you find the answer to your question in this section?
You can contact Nasei from Monday to Thursday from 10:00 a.m. to 6:00 p.m. and on Fridays from 10:00 a.m. to 2:00 p.m. by writing to shop@naseiorganic.com.
We are a small company with limited capacity, but we will do our best to get back to you as soon as possible.