Shipping costs

Shipping costs depend on the destination, the total weight of the order and the number of parcels required. A shipping calculator is available in the shopping cart and during checkout, allowing you to review the available delivery options and their cost before completing your purchase.

Deliveries within the EU, VAT and customs

Orders delivered within the European Union are not subject to additional customs duties or customs-clearance fees.

If you purchase as a business established in an EU Member State other than Spain, Spanish VAT may not be charged when you provide a valid EU VAT number and the transaction meets the requirements for an exempt intra-Community supply. Orders delivered within Spain remain subject to the applicable VAT.

Orders delivered outside the European Union may be subject to import duties, taxes or customs-clearance fees imposed by the destination country. Unless expressly stated otherwise at checkout, these charges are not included in the amount paid to AROMA + WAX and must be paid by the recipient to the relevant authority or carrier.

Shipping to Spain and the rest of Europe

We work with trusted carriers, including SEUR, Correos, FedEx and UPS. Depending on the destination, parcel characteristics and service availability, we may use another suitable carrier.

• Spain: delivery normally takes 1–2 working days from dispatch.
• Rest of Europe: delivery normally takes 2–4 working days from dispatch.

Delivery times are estimates, not guarantees. They may be affected by peak periods, weather, transport disruption, customs procedures or circumstances outside our reasonable control.

International shipping

We ship to many destinations worldwide. The destinations, carriers and estimated delivery times currently available for your order are shown at checkout.

For a delivery estimate for a particular destination or for help with an international order, contact support@aromawax.eu. Import duties, taxes or customs-clearance fees may apply as explained above.

Warehouse collection

Orders may be collected by prior arrangement from our warehouse in Cerdanyola del Vallès, Barcelona. Contact support@aromawax.eu before travelling to receive collection instructions and confirmation that your order is ready.

Wholesale and large orders

For wholesale or large orders, you may arrange collection through a transport company of your choice, subject to prior agreement with us. Email support@aromawax.eu with your requirements.

Once the order has been picked, inspected and packed, we will provide the number, dimensions and weight of the parcels so that you can arrange collection with your chosen carrier. Any special transport arrangements and the terms applicable to a professional or business order must be agreed with our team before collection.

Consumer right of withdrawal

If you purchase as a consumer, you may withdraw from the contract without giving any reason within 14 calendar days from the day on which you, or a person designated by you other than the carrier, receives the products.

To exercise this right, send a clear statement of your decision to support@aromawax.eu before the withdrawal period expires. You may use the model withdrawal form at the end of this policy, but this is not mandatory.

After notifying us of your withdrawal, you must send the products back without undue delay and no later than 14 calendar days from the date of your notification. The deadline is met if you hand the products to the carrier before the 14-day period expires.

The statutory right of withdrawal does not apply to purchases made for professional or business purposes. Returns of correctly supplied B2B products are accepted only when agreed with us in writing. This does not affect any contractual or statutory rights relating to defective, damaged or non-conforming products.

Return conditions and costs

Before sending any product back, contact support@aromawax.eu for return instructions. Products sent without sufficient identifying information may take longer to process.

Return the products complete and securely packaged to prevent damage in transit. As a consumer, you may inspect and handle a product only to the extent that would normally be permitted in a physical shop to establish its nature, characteristics and functioning. You are responsible for any reduction in value caused by handling beyond what is necessary for that purpose.

The direct cost of returning products following a change of mind is your responsibility. We cover reasonable return costs when the return results from an error on our part or from a defective, damaged or non-conforming product, provided that the return is made in accordance with the instructions supplied by our customer service team.

We recommend using a trackable service and retaining proof of dispatch until the return and refund have been completed.

Products excluded from the right of withdrawal

The statutory right of withdrawal does not apply to products made to the customer’s specifications or clearly personalised.

For sealed goods that are not suitable for return for reasons of health protection or hygiene, the right of withdrawal ceases if the seal is removed after delivery.

Fragrance oils and other liquid materials can be affected by contamination, evaporation or tampering. If you may wish to return them, do not open the bottles or remove or break their seals. Whether an opened product is eligible for return will be assessed in accordance with the nature of the product and applicable law.

These exclusions never limit your rights where a product is defective, damaged, incorrectly supplied or otherwise non-conforming.

Refunds

If you exercise the statutory right of withdrawal, we will refund all payments received from you, including the cost of the least expensive standard delivery option offered for your order, no later than 14 calendar days after the date on which we are informed of your decision.

We may withhold the refund until we have received the returned products or until you provide evidence that they have been sent back, whichever occurs first.

The refund will be made using the same payment method used for the original purchase, unless another method is expressly agreed. Additional costs resulting from your choice of a delivery method more expensive than the least expensive standard option will not be refunded.

If a return results from an error on our part or from a defective, damaged or non-conforming product, we will also cover the reasonable return costs in accordance with the instructions supplied by our customer service team.

Damaged, incorrect or non-conforming products

Please inspect the parcel and products when they are delivered. If an item arrives damaged, is incorrect, defective or does not conform to the order, contact support@aromawax.eu as soon as possible and preferably within three days of delivery. This preferred notification period helps us make a transport claim and resolve the matter more quickly, but it does not limit your statutory rights.

Include your order number, a description of the issue and clear photographs of the outer packaging, shipping label, internal packaging and affected products. Keep the packaging and do not return or dispose of the products until we have provided instructions.

For fragrance oils, Augeo and other liquids, do not open the bottles. Weigh each affected bottle on a digital scale and photograph any damage, leakage and the displayed weight.

Opening a liquid product after delivery may make it more difficult to verify its quantity, contamination or possible tampering, but does not in itself remove your rights relating to defects or non-conformity.

We will assess the case and provide the remedy required by applicable law, which may include replacement, a price reduction or a refund. For products sold in multipacks, such as glass containers in packs of six, the remedy may apply only to the affected units where this is appropriate and consistent with your statutory rights.

Model withdrawal form

Complete and send this form only if you wish to withdraw from the contract. It may be sent by email to support@aromawax.eu.

To:
AROMA AND WAX, S.L.
Avinguda del Parc Tecnològic, 7, planta -1
08290 Cerdanyola del Vallès
Barcelona, Spain

I/We hereby give notice that I/We withdraw from the contract for the sale of the following goods:

Products:
Order date:
Date received:
Name of consumer(s):
Address of consumer(s):
Date:
Signature, only if this form is submitted on paper: