Shipping policy
When placing an order, the customer accepts the following shipping, delivery and reception conditions described in the following information:
Where does Nasei ship?
We ship to all provinces in Spain, including the Balearic Islands, the Canary Islands, Ceuta and Melilla, as well as to Europe, the United Kingdom and Ireland.
How can I place an order?
On the Nasei page, select the items you want to buy by clicking on “add to cart”. When you have finished, click on the cart icon, located on the top right of the 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 complete your purchase.
Check our purchase process to find out all the steps.
During the purchase process it is indicated that the order cannot be sent to my location, what is the reason?
If you live 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 (Canarian General Indirect Tax) applies, while in the Autonomous Cities of Ceuta and Melilla the IPSI (Tax on Production, Services and Importation of the Cities of Ceuta and Melilla) applies and our platform does not accept them like the rest of the communities, causing difficulties in this regard.
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. We will place your order manually.
What are the available payment methods?
In our online store you can pay by credit card (Visa, Mastercard, Maestro, American Express), iDEAL, Bancontact, Paypal, Apple Pay and Google Pay.
We do not offer the option of paying by cash on delivery, bank transfer or Bizum.
What are the shipping rates?
The total shipping price will be indicated on the page that summarizes the purchase before confirming the order. The shipping cost is calculated based on the destination, the products purchased and the packaging used for shipping.
Peninsula €5 (shipments between 2-3 days from leaving the warehouse)
Balearic Islands €10 (shipments between 3-7 days from leaving the warehouse)
Europe, United Kingdom, Ireland, Canary Islands, Ceuta and Melilla €15 (shipments between 5-20 days from leaving the warehouse)
Do you offer free shipping?
Nasei offers free shipping for orders to the Peninsula that are over €50; to the Balearic Islands when they are over €120 and to the Canary Islands, Ceuta, Melilla and Europe when they are over €250.
Do you include samples?
Whenever we have stock, for every order over €25 we add a free sample* at random of one of our facial serums and/or body oil.
The samples are 1ml-2ml 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 because this requires the use of plastics and that goes against our sustainable philosophy of using the most ecological packaging possible.
*Sometimes there may be specific moments in which we do not have any samples in stock. We also do not include them when there are discounts or promotions, but in exchange you get our products at a special price or with a great gift for you to enjoy.
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?
Select your nearest post office here and write it in the delivery address when you place your order indicating "POST OFFICE".
Remember not to write it in the billing section.
*Once it has been deposited at the chosen post office, if after 7 days you have not gone to pick it up, the order will be returned and sending it again has an extra cost of €8 that you must pay for the order to be resent.
When will my order arrive?
Once you have made your purchase and notified our warehouse, you will receive a first email that your order has been prepared.
When the courier company comes to pick it up, the order can take between 2 to 5 days to be delivered (working days).
Sometimes this period can be delayed, as in the case of promotional periods, at Christmas, summer, launches and promotions or due to delays in the transport sector beyond our control.
If you live in the Balearic Islands, the Canary Islands or the rest of Europe, your order may be subject to delays, for example due to Customs reasons, and we cannot guarantee an exact delivery date.
*Delays by the courier are beyond our control and therefore will not be grounds for a claim or refund of the amount paid for shipping costs.
I won't be home on the delivery date, what can I do?
Once the package leaves our warehouse and has not been delivered to the address indicated due to absence, we are exempt from all responsibility.
That is why it is important to indicate an address where there is someone you trust who can pick up your order, which could be a neighbor, concierge or establishment, since after the second failed delivery attempt the order will be returned by the transport agency to our warehouse.
Please note that sending it again involves an extra cost of €8 that you must pay as a customer.
*The delivery people are not obliged to call or leave any notice in case of a failed delivery attempt. In this case, you will receive an email from the courier company indicating that they will make a new delivery (remember to check spam before contacting us).
The estimated delivery time has passed and I have not received my order
This can generally be due to two reasons:
The address you have provided is incorrect: check that the address you included when placing the order is correct. If there is an error, contact the courier company or us as soon as possible to resolve the issue.
Several failed delivery attempts have been made: after the second failed delivery attempt, the order will be returned to Nasei. In this case, sending it again will incur an additional surcharge of €8 that you must pay as a customer. In this case, contact Nasei by writing us an email at shop@naseiorganic.com.
* If you do not receive your order within a reasonable period of time (more than 8 days since you placed the order for the peninsula) contact us by email (we do not answer this query via social media) shop@naseiorganic.com indicating the order number and your full name with surname.
I have received a defective product. What steps should I follow to request a return?
Although we do our best to protect your order, sometimes it is inevitable that your package will be damaged during the journey.
If a product arrives broken, contact Nasei within 48 hours of delivery by writing an email to shop@naseiorganic.com attaching photographs of the products and the box in which the condition can be seen. Together we will find the best solution.
In the event of problems in the logistics of our sales platform, whether due to lack of stock or an error in its accounting, we undertake to send the product as quickly as possible from receipt, without additional shipping costs.
I have received my order but one or more products do not correspond to the ones I bought.
At Nasei we are strict with orders, but if for some reason the products you have received are not the same as those you bought, please contact us by writing an email to shop@naseiorganic.com attaching photographs of the complete box.
Does Nasei accept returns?
Nasei only accepts returns if the merchandise is defective or when the products ordered do not correspond to the order received, as long as the conditions described in the returns section are met.
*For reasons of hygiene and health safety, returns of any item that are not due to any of the reasons described are not accepted.
I have a discount code. How can I use it?
During the year we run several promotions. If you want to find out about all of them and receive the discount codes, subscribe to our newsletter.
-The discount will be applied to the subtotal of the purchase, before adding the shipping costs of the package.
-Discounts and gifts cannot be combined with each other. When a discount is used, no other promotion can be obtained.
-There are promotions that will not be valid for purchasing items on sale, pre-sales, meetings such as workshops, courses, facial massage classes and consultations.
-The geranium, rose and lavender moisturizing cream, the vitamin C, orange and palmarosa nourishing cream, as well as the jasmine repair balm are cosmetics so extremely exclusive that we do not offer discounts or promotions on these items.
I need an invoice for my purchase
We invoice with the Basque Treasury system, for this reason when you make a purchase in our online store, a sales receipt (simplified invoice) is generated that will arrive in the next few days.
If you need an invoice, please write an email to administracion@naseiorganic.com indicating your complete billing information, NIF/CIF and the order number within the following 7 calendar days from when you received the simplified invoice.
Our accounting department will send you the invoice within 48h-96h from the request.
Did you not find the answer to your question in this section?
You can contact Nasei from Monday to Friday from 10:00 to 16:00 by writing to shop@naseiorganic.com
These types of queries will only be answered by email, not by social media.
Thank you for your understanding.