FREQUENTLY ASKED QUESTIONS

You can pay by card, Shop Pay, Apple Pay or Google Pay. At checkout you'll see every payment method available in your country. Payment is always secure, and we never store your card details.

Our products are made to be used every day for around two months. With a subscription, they arrive at your door every two months, so there's nothing to remember, and you can cancel whenever you like at no cost.

We deliver to the whole of Spain and to every other country in the European Union. We don't deliver outside the EU, and that includes the United Kingdom.

Delivery to the rest of the EU takes 3–5 working days. This is an estimate, counted in working days from when you confirm your order.

Delivery to the rest of the EU costs €5.90 and is free on orders of €69.90 or more. You'll see the exact cost in your order summary before you pay.

Don't worry. The courier will leave you a card with your delivery details and instructions to choose another delivery day or collect your parcel from a nearby pick-up point.

Email us at hola@somosfeten.com with your order number and tell us what happened. If your parcel arrived damaged, please send us a photo. There's no need to contact the courier: we booked the delivery, so we deal with it directly for you.

You have the right of withdrawal: 14 calendar days from the day you receive your order to return it, with no need to give a reason. Just email us at hola@somosfeten.com and we'll confirm we've received your request. Please note:

• you can open the product to check it's what you expected; if you use it more than you need to check it, we may deduct any loss in value from your refund, and we'll explain this to you first;
• you then have a further 14 days to send the product back to Somos Fetén, S.L., C/ Fray Gabriel San Antonio, 30, 19180 Marchamalo (Guadalajara), Spain;
• you pay for the return postage, unless the product is faulty, arrived damaged or isn't what you ordered, in which case we cover it;
• if you'd like to swap a product for another, simply return it and place a new order.

You'll find all the details in our refund policy.

Within 14 calendar days of telling us you'd like to return your order, to the payment method you used. We'll also refund the standard delivery charge you paid. We may wait until we've received the product, or until you send us proof of postage, before issuing the refund.

Yes, as long as your parcel hasn't left our warehouse yet. Be quick: email us at hola@somosfeten.com and we'll let you know where your order is and whether it can still be cancelled.

Of course. Just log in to your account to push back your next delivery, swap the products in your order, or update your personal, billing and delivery details.

Absolutely. You can cancel your subscription to any of our products or kits at any time: just log in to your account at somosfeten.com and switch the subscription off. There's no charge for cancelling.

Bear in mind that cancelling doesn't stop an order that has already been processed, so make sure you cancel at least 10 days before your next delivery date – otherwise your parcel may already be on its way.

We formulate and make our products in Europe, working with small local businesses. They're dermatologically tested and never tested on animals.

Every product is designed to be quick and easy to use. The QR code on the label takes you straight to the how-to-use instructions on the product page. Not sure where to start? Our skin test will recommend your routine in a minute.

On every product you'll find:

• Best-before date: the date by which the product is best used, printed on the label on the base
• PAO (Period After Opening): how long the product keeps once opened, shown inside the open-jar symbol
• Batch number: the product's identification code, printed on the label on the base

Yes. All our products are 100 ml or less, except the hair thickening shampoo, so you can take them in your hand luggage.

To keep them at their best, store your products in a cool place, out of direct sunlight.

Rinse thoroughly with water, stop using the product straight away and email us at hola@somosfeten.com so we can advise you.