FAQ

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

Yes, all the products we sell at Sabina are 100% original.
Both in our online store and physical shops, we guarantee the authenticity of every item, as we are official distributors of all the brands we offer.

This means we work exclusively with authorized distribution channels, which ensures the originality of our products.

If you'd like to learn more about our history and background, please visit our About Us page.

Our prices are low for two main reasons:

1. Commercial strategy: At Sabina, we aim to always offer competitive prices. We prefer to earn a smaller margin so our customers can enjoy attractive prices on all our products.

2. Reduced operational costs: As an online store, we lower many of the expenses associated with traditional retail. Thanks to new technologies, we optimize our processes and pass those savings directly to our customers.

Yes, all prices shown on our online store include taxes. The price you see is the final price you'll pay — no surprises.

Yes, you can place an order as a guest, without needing to create an account. You’ll just need to provide the necessary shipping and payment information during the checkout process.

However, we recommend creating an account to access your order history, save addresses, simplify future purchases, and enjoy exclusive benefits for registered customers.

No, at Sabina we are a retail business and do not sell wholesale. Our products are intended for individual customers.

No, at Sabina we do not sell testers or samples, either online or in our physical stores.
These items are intended solely for in-store testing and are not for sale.

It depends on the product.
Some items are discontinued and won’t be restocked, while others are simply awaiting new stock.

If you see the message “This product is not available in this combination, but it is available in others”, you can enter your email and click “Yes, notify me” to receive an automatic alert when it’s back in stock.

You can also contact us at help@sabina.com — we’ll be happy to assist you.

Some of the products we offer do not include a seal or blister packaging (the plastic that usually wraps them). This is because many manufacturers package items in sets of two or three. When they are separated for individual sale, the blister must be removed.

In other cases, some brands do not seal individual units, while others do. In any case, the product presentation is exactly the same as the items available in our physical stores, and all the products we sell are 100% original and come directly from the brands.

There may be a slight variation in tone or in the perception of the color due to the type of light used at the time the photograph was taken. Even so, all the images on our website are selected from official sources and pages, with the aim of being as true to the brand as possible.

In addition, it is important to note that sometimes the brands themselves update or modify the design of the outer packaging without prior notice, while always keeping the formula and quality of the product intact.

If you placed your order without creating an account, we can locate it for you. Write to us at help@sabina.com and provide your full name and payment details (receipt or transaction number). With that information, we can inform you of the status and the next steps.

Yes, you can save as many delivery addresses as you need in your account. This way, you can easily choose the most suitable one for each order without having to enter the details every time. Simply go to “My Account”, open the “Addresses” section, and quickly add, edit, or delete them.

When placing an order, you can conveniently select your preferred shipping address before confirming your purchase.

On the login page, click “Forgot your password?”.
Enter the email you used to create your account and we’ll send you instructions to reset it.

Log in and go to My Account > Personal Information to update your details.

Log in and go to My Account > Personal Information > Current Password / New Password to make the change.

Sign in and go to My Account > Personal Information > E-mail, and enter the new email you want to associate with your account.

Absolutely. Just go to My Account > My Addresses and add the shipping address you want to set as default.

To minimize delivery times, we use an automated system that sends your order details to our logistics warehouse immediately after the purchase is completed.
If you need to make any changes or cancel the order, please contact us at help@sabina.com as soon as possible. We’ll do our best, as long as the order hasn’t left the warehouse yet.

Unfortunately, it is not possible to modify the payment method once an order has been placed. However, if the order has not yet been prepared or shipped, we could try to cancel it and you may place a new one selecting your preferred payment method.

Yes, we can issue the invoice in your company’s name. For this, please provide us with the following details:

• Order number
• Company details, such as name, VAT / CIF, and address.

This way we can process your request correctly.

Of course! At Sabina, the security of your payment is our priority. Our website is protected with the most advanced encryption and security technologies, ensuring that your personal and banking information always remains secure.

We work with the world's largest payment system providers, who comply with the highest security standards and regulations in each country. This allows us to offer you a reliable and market-adapted payment process.

Several key elements guarantee the security of your purchase at Sabina:

We offer you several payment options so you can choose the one that best suits your needs. All our transactions are secure and protected with the highest security standards.

1. Credit/Debit Card
   
   We accept payments with credit and debit cards. To ensure the security of your payment, we work with the best payment processing providers.
   
   Payment Security:
   - Our payment gateway is fully secure and complies with the most advanced encryption standards.
   - At the time of payment, you will see a padlock or key icon in your browser, indicating that you are on a protected connection.
   - This method can only be used by users with authentication in the secure online payment service (3D Secure). If your card does not have this option enabled, the transaction will go through a review process by our payments department.
   
   
2. Bank Transfer
   If you prefer to pay by bank transfer, you will have 7 days to complete the payment
   
   Instructions:
   
   - Include your order number in the transfer reference.
   - The order will be shipped once the payment has been received in our account. If you need urgent shipping, we recommend making a direct deposit at the bank counter, as transfers may take 24 to 48 hours to process.
   - To speed up the process, please send your payment receipt to help@sabina.com
   
   If the payment is not received within 7 days, a new order will need to be placed with the conditions and prices valid at that time.
   
   
3. PayPal
   
   You can pay for your order quickly and securely with PayPal. This service offers additional purchase protection but has a 3% surcharge on the total order amount.

No. The only payment methods accepted by Sabina are credit card, bank transfer and PayPal.

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.

Follow these steps to apply your discount voucher:

1. Add the products you want to your cart.
2. Click on “Checkout”.
3. On the next screen, you will see a box that says “Discount coupon”.
4. Enter your code in that field and click “Check”.
5. If it is valid, the discount will be automatically applied to the order total.

At the moment, we do not offer a specific coupon for the first purchase. However, we invite you to subscribe to our newsletter, where you will receive exclusive discounts and promotions. You can also follow us on our social media to always stay up to date with our news.

The use of the coupon depends on its terms (validity period, minimum purchase amount, exclusions), which are shown in the coupon’s own information. If you have any questions or can’t apply it, contact us through the contact form or write to help@sabina.com and we will assist you.

There are three possible reasons why your voucher may not be applied:

• You have already used it before (they are single-use).
• You have not reached the minimum required amount.
• There is an active promotion on the website, and they cannot be combined.

If you need help, write to us through our contact form or by email at help@sabina.com

We regret to inform you that, at this moment, we do not have gift vouchers available. We are working on incorporating new options in the future to expand the possibilities for our customers.

Yes, at Sabina Store we offer the engraving option on certain items. If engraving cannot be applied due to the product’s characteristics, we issue the corresponding refund.

Please note that, in some cases, this option may not be available.

Yes, we offer two special gift options:

• Gift box with personalized card: You can select this option at checkout, in the “Process order” step. It includes a special box and a card where you can write a personalized message. This option has an additional cost, clearly shown when selected.
• Personalized engraving on some items: Some products allow you to add an engraving. If available, you will see the option on the product page. You can enter the text you want to engrave before adding the item to your cart. This service also has an additional cost.

Currently, we do not wrap orders in gift paper. The available options are the presentation box and/or engraving, depending on the product.

Yes. Whenever possible, we include free samples in orders so you can discover new perfumery, cosmetics, or makeup products.

However, the availability of samples depends on what each brand provides us, so we cannot always guarantee them 100%. In addition, these samples are selected randomly, so it is not possible to choose specific brands or references.

In 99% of orders, samples are included, but if you do not receive them in your case, we apologize in advance. We do everything possible to ensure that each customer enjoys a complete experience.

It is important to note that some brands are reducing the distribution of samples for environmental and sustainability reasons, which may also affect the quantity available.

That depends on where you live and your total order. You can check out delivery information here.

We ship orders to Spain (Mainland, Balearic Islands, and Canary Islands), most of Europe, as well as the United Kingdom, the United States, Hong Kong, and Mexico. If you want to check the full list of countries we ship to, you can find it here.

That depends where you are. Check the delivery times for each country here.

At the moment, we do not offer express delivery. You can check our standard delivery times here.

To find out your order status, click on My account > Order history and details.

Delivery attempts: The courier will make the necessary delivery attempts on different days and times. If home delivery is not possible, the order will be automatically redirected to the nearest collection point to your address, as determined by the courier.

Deadline to collect the package: When an order cannot be delivered to the indicated address, it will be automatically redirected to the nearest collection point to your home (determined by the courier). You will have a set period of time to collect it. After this period, the order will be returned to the sender.

Incorrect or incomplete delivery address: It is important that the customer checks that all delivery details (name, full address, postal code, etc.) are correctly entered when placing the order. Shipments are managed automatically through our logistics system, so the information provided is used exactly as entered.

Deliveries in “Safe Place” or accessible areas: If, during the delivery process, you select for the courier to leave the package in an accessible place on your property (garden, terrace, garage, entrance, or similar), you will be activating the option called “Safe Place” or “Deposit Place”.

IMPORTANT
By choosing this delivery method:

• You authorize the courier to leave the package without signature or recipient’s presence.

• You voluntarily assume the risk that the package may remain unattended in an accessible area.

• You waive the right to file claims for loss, theft, or damage once the courier has marked the order as delivered to the indicated place.

No, we do not deliver to post office boxes.

You can collect your order at one of our stores in the Canary Islands. The order is prepared at our central warehouse and, once it arrives at the selected store, our staff will notify you so you can pick it up.

You can check the full list of collection points here

There are some particular aspects about shipping that are important to keep in mind:

• Delivery times: They start counting from the moment your order leaves our warehouse. At that point, you will receive an email notification with “order shipped.” From then on, you should consider the indicated delivery days.

• Processing and delivery: Once the order is confirmed, it is prepared and dispatched as soon as possible from our logistics center. Estimated delivery times are calculated in business days and may vary depending on the destination and the transport company.

• Exceptional causes: On some occasions, delivery times may be affected by circumstances beyond our control (weather conditions, carrier incidents, etc.). In such cases, we will do our best to speed up delivery.

• Service quality: We work with leading express transport companies, selected for their speed, reliability, and traceability, to guarantee the best possible shipping experience.

In some cases, the tracking may show that the order has not yet been handed over to the carrier, even though it is already in transit.

Before the tracking is updated, the package must begin its journey from the Canary Islands and go through the corresponding export and customs clearance processes. Until these steps are completed, the carrier’s system will not display new movements.

During this time, the status may remain unchanged for 24 to 72 business hours, depending on logistics volume and the necessary procedures.

Your order is in progress and the tracking will update automatically as soon as the carrier processes the next stage of the shipment.

Yes. You have 14 calendar days from the date of receipt to request a return.

To be accepted, the item must be unused, in perfect condition, and in its original packaging.

To speed up the process, we recommend contacting our team via email at help@sabina.com.

Return shipping costs:
Return shipping costs are the responsibility of the customer.

⚠️ Exceptions for hygiene and safety reasons:
We do not accept returns of personal use products, such as intimate hygiene or sexual health items.

We regret to inform you that we do not offer a direct exchange option. In this case, you will need to return the received item and place a new order.

To accept a return, a series of conditions will be taken into account:

• Product Condition: Items must be in perfect condition, unused, with their original tags, and suitable for resale.

• Packaging: The product’s original packaging must be placed inside another external wrapping. Returns will not be accepted if the original box or packaging has been damaged, taped, or labeled directly.

• Refund: Once the return has been received and verified at our central facility, we will process the refund using the same payment method used for the online purchase. Physical stores do not issue refunds.

• Exclusions: For hygiene reasons, returns of underwear or opened/used products (e.g., makeup, cosmetics, or unsealed perfumes) will not be accepted.

Partial Refund: If the item does not meet the above conditions, the refund may be partial or, in extreme cases, refused.

Once a refund has been issued, the money is sent immediately to the cardholder’s bank. However, the time it takes to appear in your account depends on your bank. Refunds are usually reflected in your bank statement within 5 to 10 business days from the date of issue.

This may vary depending on your bank, so we recommend contacting them if the refund does not appear after that period.

If you would like to return a product bought on our website in a Sabina store, please contact us at hello@sabinastore.com.

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 help@sabina.com 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 help@sabina.com 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.

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 help@sabina.com 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.

No worries. If your question wasn't answered, feel free to contact us at: help@sabina.com
We’ll be happy to help you.