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.

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.

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.

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.

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.

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

However, the availability of samples depends on what each brand provides us, so we cannot always guarantee them 100%.

In 99% of orders, samples are included. But if you don’t receive any, we apologize in advance — we do our best to ensure every customer enjoys a complete experience.

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.

No, we do not deliver to post office boxes.

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.

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.

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.

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

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