Shipping and Returns Policy

SHIPPING POLICY 

Delivery times

Botánicapharma wants and works to ensure you enjoy your order as soon as possible, which is why a delivery time of 24/48 hours* (from the moment you receive the confirmation email) is established, with the transport company GLS, in the Peninsula. 

*Promotional or holiday periods are excluded, during which these deadlines are not guaranteed and may be modified. 

Orders received before 3:00 PM on weekdays are prepared and shipped the same day and could be received the next day.  Orders placed after 3:00 PM are processed the next business day, so your delivery time increases by 24 hours. On weekends or holidays, they are processed on the next working day. 

Track your order 

Customers who purchase Botánicapharma products will receive information on the status of their order, and will be notified of the confirmation and completion of the order by our team. 

Once the order has left our facilities, the transport company GLS will send the recipient an email so they can track it, and will also provide information on the estimated delivery date, time slot or alternatives. 

Alternatives to delivery  

At the start of the process, GLS will send the recipient an email with relevant information about the delivery, where the customer is also given the opportunity to make changes through a link to receive their order as soon as possible. Therefore, the recipient has the option to select the alternative delivery address option within the email: 

• Delivery options: Select your desired delivery date up to six business days after the departure date. Simply click and confirm the "Delivery on a specific day" option, and GLS will deliver your shipment on the requested day. 

• Delivery to an alternative address: Delivery to a different address, such as your workplace or a family member's home. Select the "Delivery to an alternative address" option, enter the details, and confirm. GLS will then send your package to the new address. 

• Delivery to a GLS ParcelShop: a collection point where they will be happy to receive your package and hold it for up to eight business days. They have extended customer service hours, so you can collect your package at your convenience. Click on the “Delivery to GLS ParcelShop” option, confirm, and GLS will redirect your package to the nearest convenient location. 

• Collection at a GLS branch, hub, or agency: You have ten business days to collect your package, after which it will be returned to the sender. Click and confirm the "Collection at branch" option. 

Order delivery within the chosen time slot. 

Deliveries by GLS are always made on working days from Monday to Friday from 09:00 to 20:00 hrs. Alternatively, if you prefer, you can select a collection point (ParcelShop) or GLS agency and pick up your order at your convenience. 

 Shipping costs and times. 

*Excluding shipments to the Canary Islands, Balearic Islands, Ceuta and Melilla. 

After delivery or failed delivery 

If the recipient is absent, the carrier will attempt to make contact to arrange a new delivery or will return on the next delivery shift.  

Other options: The email will contain a link to a website that will take the recipient directly to the available delivery options. They can therefore choose from different options without having to log in. 

If delivery has not been possible, you can choose between a new delivery date, redirecting the package, requesting delivery to an alternative address or to a GLS ParcelShop. 

What happens if the delivery address is incorrect? 

Don't forget to check your data! 

It is advisable to double-check the address provided when placing your order to ensure the information is correct and complete, as it is not possible to change the address once the shipment has been sent without incurring additional shipping charges. If you notice any incorrect information, please contact us as soon as possible at shop@botanicapharma.com . This process may also increase the delivery delay by an additional 24 to 48 hours.  

RETURN POLICY 

If you need to process a return, please contact our Customer Service department at shop@botanicapharma.com. In that email, please include your purchase details: name and order number. For a return to be accepted, it must meet the following conditions:

• The returned product must be in good condition, exactly as it was received. This includes its original labeling and packaging, any associated promotional materials, and any other aspects related to the purchase of the product.

• Make the return within 30 calendar days after delivery.

Return costs.

• If the product is broken, in poor condition, or does not correspond to what was purchased, Botánicapharma will cover the logistical costs arising from the return.

• If the return is for a reason unrelated to Botánicapharma, such as not wanting or liking it (withdrawal from the purchase), the costs will be paid by the buyer.

Return procedure:

If the above conditions are met and you agree to assume the return shipping costs (in case of a reason unrelated to Botánicapharma), the steps to follow are:

1. Contact shop@botanicapharma.com detailing your name and order number.
2. Once the collection date has been agreed, a delivery person will come to the address where the order was delivered.

How to prepare the package for return?:

• Pack the product for return in a way that protects it as it was received.
• Enter the form provided by email with the return details.
• A delivery person will come to pick up the package.
• The refund will be processed once Botánicapharma receives the returned product(s). Once in our warehouse, we will verify that everything is in order and contact you to confirm the refund and return the corresponding amount.