Frequently asked questions
How do I buy something on Ösabina?
Step 1: Pick the items you like
Step 2: Add them to your basket
Step 3: Sign up or log in
Step 4: Select a delivery method
Step 5: Select a payment method
Step 6: Confirm your order
Step 7: You’re good to go! You'll receive your order in a few days
Are the products that Ösabina sells original?
Yes, all the products that we sell are 100% original. At Ösabina Store, we can guarantee that all the products on offer are 100% original, whether in store or online, as we are official distributors of all the brands we offer. This means that the products that we sell come from an authorised distribution channel, which guarantees that they are definitely originals. To find out more about Ösabina's history and background, visit our About us page.
Why are the prices so low?
Our prices are low for two main reasons. Firstly, our policy is based on low prices. We like to sell our products at good prices and always offer our customers low prices in our commitment to them, even if it means that our profits are smaller. The second reason is that as an online store, we can further reduce some products because we have fewer sales costs. New technologies help us cut back too.
Are taxes included in the price?
Yes, all the product prices on our online stores include taxes.
Do you sell wholesale?
No. We are a retailer and we do not sell wholesale.
The product that I want appears to be out of stock. Will it be back in stock?
That depends. Some products have been discontinued, so we won't be able to stock them again and we are simply waiting to receive others. We are always updating our catalogue, so when a product appears to be out of stock, the best thing you can do is to check the website again in a few days or contact us at [email protected]
I can't remember my password. How can I access my account?
When you go to sign in, click on "Forgot your password?", enter the email address you used to sign up and we'll send you an email with instructions to reset your password.
How can I change my personal data on my account?
From the home page, click on My account > My personal information.
How can I change my password?
From the home page, click on My account > My personal information > Current Password/New Password.
I would like to change the email address linked to my account. How can I do it?
From the home page, click on My account > My personal information > Email address and enter the new email address that you want to link to your account.
Can I add a default delivery address?
Of course you can. You just have to go to My account > My addresses and add your default address.
Can I change or cancel my order once the payment has gone through?
We use an automated system that sends your order to our warehouse as soon as you make the order so we can reduce delivery times as much as possible. So, if you need to make any changes to or cancel your order, please contact us at [email protected] and we will do everything we can if the order still hasn't left the warehouse.
Can I pay by bank transfer?
Yes, before you confirm your order, select "Bank Transfer" as your payment method. Remember that if you select this option, we cannot send your order until we receive the transfer, which means that delivery time can be a few days longer.
Is payment secure on Ösabina?
Of course it is! We are always working to ensure that you can feel completely safe when entering your payment details on Ösabina. Our website uses protection and coding technologies to stop anyone accessing your payment details.
There are two elements that guarantee that paying via our website is totally safe:
- A padlock icon in the address bar
- A safe URL (https://)
If you still don't feel comfortable with the idea of paying online, you can request a "virtual" credit or debit card from your bank to carry out electronic transactions. You can also make payments via bank transfer or PayPal.
How can I pay for my order?
There are three ways that you can pay for your order. Choose the one that best suits your needs!
1. Credit card
For credit card payments, we've chosen the best collaborators to ensure your payment's security and a safe connection. When you come to pay, the padlock and key symbols in your browser indicate that you have a safe connection. The payment gateway can only be used by users that are registered for the safe online credit card payment service. If you don't have this option activated on your credit card, the operation will automatically be rejected by our payment gateway and you will have to ask your bank to update or register your card for this safe online payment method. We do not accept payment from credit cards from countries outside of the European Community.
2. Bank Transfer
You will have 7 days to deposit the amount or complete the transfer. You must include your order number when you complete the transaction. If you don't pay within 7 days, you will have to place the order again, with the conditions and prices in place at that time. The order will only be sent once we have received the payment in our bank account. If you are in a rush for your order, we recommend that you make the payment at the cash desk as transfers can take 24-48 hours. It's important that you notify us when you make the payment, as it will help us identify it more easily and your delivery will be sent out quicker too. You can do so by email: [email protected]
You can safely pay for your order via PayPal. Please remember that you will be charged 3% for this service as it provides you additional purchase protection.
Can I pay cash on delivery?
No. The only payment methods accepted by Ösabina are credit card, bank transfer and PayPal.
Shipping and delivery
How much is delivery?
That depends on where you live and your total order. You can check out delivery information here.
What countries does Ösabina deliver to?
We deliver to Spain (mainland, Balearic Islands and Canary Islands) and almost all of Europe. Check the list of countries here.
Can I choose a courier to deliver my order?
No. Our logistics partner is GrupoDPD, which works with Seur in Spain, DPD in Germany, Chronopost in France, Bartolini in Italy, etc. Find out more information about each country: https://www.dpd.com/group/en/company/
How long will my order take to arrive?
That depends where you are. Check the delivery times for each country here.
Is there an express delivery option?
At the moment, we do not offer express delivery. You can check our standard delivery times here.
How can I find out about my order status?
To find out your order status, click on My account > Order history and details.
|The order status is "Cancelled".||Your order may have been cancelled for several reasons. You will receive an email explaining why your order has been cancelled.|
|The order status is "Payment Accepted".||The payment has been accepted and is being processed. We'll send you an email with a tracking number as soon as your order is dispatched.|
|The order status is "Order sent".||The order has left our warehouse and is being handled by the courier. When your order reaches your country, the courier will send you another email with an estimated delivery date.|
|The order status is "Bank transfer payment pending".||We are waiting to receive your transfer. Once you make the order, you have 7 working days to transfer the order amount. You must include the order number in the description field. If more than 48 working hours have passed since you made the payment and your order status hasn't changed, please contact us at [email protected]|
Do you deliver to post office boxes?
No, we do not deliver to post office boxes.
Do I have to pay any taxes or customs fees to receive my order?
For deliveries to the Canary Islands, your order will not go through customs as we send it from our warehouse in Gran Canaria, Spain. For deliveries to mainland Spain, the Balearic Islands and Europe, taxes and other additional fees are included in the price. We will never ask you to pay anything extra nor will you have to pay customs clearance.
Can I return an order that I've already received?
Yes. We will happily accept returns within 14 calendar days of receiving the order. Any item can be returned as long as it is returned unused, in perfect condition, in its original packaging. To speed up the returns process, please contact us via email at [email protected]. Return delivery fees shall be charged to the customer.
The order I received is incorrect or there are products missing. What can I do?
If you've received a product that you didn't order, contact us within 72 hours of receiving your order via the contact form or email at [email protected] and we'll look into your request. We will check the case and the product must be unused, in optimum conditions, in its original packaging and suitable for sale.
To speed up the process, please send us photos of the incorrect product to [email protected] including:
- the front of the product in its original packaging.
- the product's barcode (EAN).
Important: If we sent the incorrect order, it goes without saying that we will pay for the delivery charges. However, if you ordered the wrong product when you placed your order, then you will have to pay the return delivery fees. We shall not accept returns or claims for incorrect orders if you do not notify us of them within the set time frame.
The order I received is faulty, broken or in a poor condition. What can I do?
If you receive a faulty item or if it has been damaged during delivery, please contact us via our contact form or by email at [email protected] within 72 hours of receiving the order and we will address the incident.
Important: We shall not accept returns for damaged or faulty items if you do not notify us of them within the set time frame. In said cases, we need you to send us proof of the damage/fault so that we can address the incident correctly. You will need to send us photographs of the item/order or any other evidence that will help us establish the facts. Once we have completed the checking process, a courier shall be sent to replace or return the item(s), if necessary. If you do receive damaged or broken goods, we recommend that you also notify the delivery company that handled your order.
Can I return an item that I bought online in a Sabina store?
If you would like to return a product bought on our website in a Sabina store, please contact us at [email protected].