Frequently asked questions - FAQ

第 1 步：選擇您喜愛的商品

第 2 步：將商品加入購物車

第 3 步：建立帳戶或登入

第 4 步：選擇配送方式

第 5 步：選擇付款方式

第 6 步：確認您的訂單

第 7 步：完成！您將於幾天內收到您的訂單

是的，Sabina 販售的所有商品皆為 100% 原廠正品。

無論是在我們的網路商店還是實體門市，我們都保證每件商品的真實性，因為我們是所有販售品牌的官方授權經銷商。

這表示我們僅與官方授權的供應通路合作，以確保所有商品皆為原廠正品。

想了解更多關於我們的資訊嗎？歡迎造訪我們的「關於我們」頁面

我們的價格之所以較低，主要有兩個原因：

商業策略： Sabina 一直致力於提供具競爭力的價格。我們接受較低的利潤空間，讓顧客能夠以更優惠的價格購物。

較低的營運成本： 作為網路商店，我們省去了許多實體店面所需的營運成本。透過運用新技術優化流程，我們能將這些成本優勢直接回饋給顧客。

是的，我們網路商店上的所有價格均已包含稅金。您看到的價格就是最終價格，不會有任何額外費用。

是的，您可以使用訪客身分下訂單，無需建立帳戶。您只需在結帳過程中填寫必要的配送與付款資訊即可。

不過，我們仍建議您建立帳戶，以便查看訂單紀錄、儲存地址、加快下次購物流程，並享有註冊會員專屬優惠。

沒有，Sabina 是一家零售商，不提供批發價格。我們的商品僅供一般消費者購買。

不可以，Sabina 不販售試用品，無論是在網路商店還是實體門市皆不提供販售。

試用品僅供顧客體驗產品使用，並非作為販售用途。

"這取決於商品本身。

有些商品已停止販售，不會再次補貨；而有些商品只是暫時缺貨，正在等待新庫存。

如果您看到「此商品目前不提供此規格，但提供其他規格」的訊息，您可以輸入您的電子郵件地址，並點擊「是，請通知我」，商品一旦重新補貨，您將自動收到通知。

您也可以透過電子郵件 help@sabina.com 與我們聯絡，我們很樂意為您提供協助。"

我們販售的部分商品沒有密封或封膜包裝（即商品外層的塑膠包裝）。這是因為許多品牌會將商品以兩件或三件一組的方式包裝。當這些商品拆開後單獨販售時，就必須移除外包裝。

此外，有些品牌本身就不會為商品提供單獨密封，而其他品牌則會。無論是哪種情況，商品的呈現方式都與我們實體門市販售的商品完全相同，且我們販售的所有商品皆為 100% 原廠正品，並直接來自品牌官方。

由於拍攝照片時所使用的光線不同，色調或顏色的呈現可能會有些微差異。不過，我們網站上的所有圖片皆來自品牌官方來源或官方網站，並盡可能忠實呈現品牌商品。

此外，請注意，品牌有時會在未事先通知的情況下更新或更改商品外包裝設計，但商品的配方與品質始終保持不變。

"如果您是在未建立帳戶的情況下完成訂單，我們可以協助您查詢。

請寄送電子郵件至 help@sabina.com，並提供您的姓名以及付款資料（付款證明或交易編號）。收到這些資訊後，我們將協助您查詢訂單狀態，並告知後續處理方式。"

訂單一旦成立後，便無法更改收件地址，因為訂單準備與出貨流程皆為自動化作業。為了加快配送速度，系統會立即建立運送標籤。

不過，如果您發現收件地址填寫有誤，請儘快聯絡我們的客服團隊，我們會盡力協助您處理。

是的，您可以在您的帳戶中儲存不限數量的收件地址。如此一來，每次下訂單時，您都可以輕鬆選擇最合適的收件地址，無需重新輸入資料。請前往「我的帳戶」，開啟「地址」頁面，即可快速新增、編輯或刪除地址。

下訂單時，您可以在確認購買前，輕鬆選擇您希望使用的收件地址。

請在登入頁面點選「忘記密碼？」。

輸入您建立帳戶時使用的電子郵件地址，我們將寄送重設密碼的操作說明給您。

登入後，前往 我的帳戶 > 個人資料，即可更新您的資料。

登入後，前往 我的帳戶 > 個人資料 > 目前密碼／新密碼，即可更改您的密碼。

登入後，前往 我的帳戶 > 個人資料 > 電子郵件，輸入您想要綁定的新電子郵件地址。

當然可以。只需前往 我的帳戶 > 我的地址，新增您希望設為預設的收件地址即可。

If you wish to delete your Sabina account, you can request it by contacting us through our contact form or by email. Once we receive your request, we will respond as soon as possible.

為了盡可能縮短配送時間，我們的自動系統會在您完成線上購買後立即將訂單資料傳送至物流倉儲中心。
如果您需要修改或取消訂單，請盡快聯絡我們：help@sabina.com。只要訂單尚未出貨，我們會盡力協助您處理。

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.

當然！在 Sabina，我們將您的支付安全放在首位。我們的網站採用了最先進的加密和安全技術，確保您的個人和銀行資訊始終受到保護。

我們與全球最大的支付系統供應商合作，這些供應商符合最高的安全標準並遵守各國的法規，使我們能夠提供可靠且符合市場需求的支付流程。

我們提供多種付款方式，讓您選擇最適合您的方式。所有交易均符合最高級別的安全標準，確保您的支付安全無憂。

信用卡/金融卡
我們接受 信用卡和金融卡 付款。為了確保您的支付安全，我們與最優秀的支付服務供應商合作。

支付安全性：

我們的支付系統完全安全，並符合最先進的加密標準。
在支付時，您會在瀏覽器上看到 鎖頭或鑰匙圖示，這表示您的連線是安全的。
此支付方式僅適用於已通過 3D Secure 安全支付服務認證 的使用者。如果您的卡片尚未啟用此功能，交易將由 支付部門進行審核。
銀行轉帳
如果您偏好透過 銀行轉帳 付款，您將有 7 天 的時間來完成付款。

操作說明：

在轉帳時，請務必在 備註欄 填寫 訂單編號。
訂單將在我們確認收到款項後發貨。如果您需要 加急配送，我們建議您直接到銀行櫃檯匯款，因為銀行轉帳可能需要 24 至 48 小時 才能處理完成。
為了加快處理速度，請將您的付款憑證發送至 help@sabina.com。
如果我們 在 7 天內 未收到您的付款，您需要重新下單，並按照當時的條件與價格完成購買。

PayPal
您可以選擇透過 PayPal 快速、安全地支付您的訂單。此服務提供額外的購物保障，但會收取 訂單總金額 3% 的額外費用。

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, cosmetic or makeup products.

The inclusion of samples depends on the availability provided by each brand, so we cannot always guarantee their inclusion 100%. In addition, samples are selected at random, so it is not possible to choose specific brands or references.

In the vast majority of orders (over 99%), samples are included. However, if you do not receive them in your order, we apologize in advance and assure you that we do everything possible to offer each customer a complete experience.

Likewise, gifts with purchase are included only when the order meets the conditions established by each brand (minimum purchase amount, participating products, etc.) and are available while stocks last. Once the promotional stock is exhausted, their inclusion cannot be guaranteed.

Finally, please note that some brands are reducing the distribution of samples and gifts for environmental and sustainability reasons, which may occasionally affect their availability.

我們運送訂單到西班牙（包括本土、巴利阿里群島和加那利群島）、幾乎整個歐洲，以及英國、美國、香港和墨西哥。如果您想查看我們發貨的完整國家列表，可以在 [這裡] 找到。

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 P.O. boxes.

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

自您收到訂單之日起，您有 14 個曆日可申請退貨。

為使退貨被接受，商品必須未使用、狀態良好，並保留原始包裝。

為加快處理流程，建議您透過電子郵件聯繫我們的客服團隊： help@sabina.com。

退貨費用：
與退貨相關的運費需由客戶自行承擔。

基於衛生與安全原因的例外情況：
個人衛生用品（如與性健康相關的產品）恕不接受退貨。

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.

如果您收到的商品與您訂購的不符，請在收到訂單後72小時內透過聯絡表單或發送電子郵件至 help@sabina.com 與我們聯繫，我們將協助您處理申請。申請將先經過核實，且商品必須保持良好狀態，包含原始包裝，未經使用，並適合再次銷售。

為了加快處理速度，請將以下錯誤商品的照片寄至 help@sabina.com：

• 商品正面連同原始包裝的照片

• 商品的條碼（EAN）照片

重要提醒：
如果是我們的錯誤導致訂單不正確，當然由我們承擔換貨所產生的運費。但如果錯誤是因顧客下單時所造成，則需由顧客自行負擔退貨運費。若未在規定時限內提出錯誤訂單的退換申請，將無法受理退貨或申訴。

如果您的訂單在出廠時就有瑕疵，或在運送途中發生破損，請在收到訂單後72小時內透過我們的聯絡表單或寄送電子郵件至 help@sabina.com 與我們聯繫，我們將協助您處理此問題。

重要提醒：
若未在規定期限內通報商品受損或原廠瑕疵，將無法受理退貨。為了正確處理問題，我們將需要買家提供一張或多張證明損壞或瑕疵的照片，或其他有助於釐清情況的證據。請務必提供商品／訂單的照片或其他相關資料。

完成檢查流程後，如確認屬實，我們將派遣快遞人員重新配送商品或安排退貨服務。若您收到破損或損壞的商品，也建議您同時向負責配送您訂單的物流公司進行通報。

別擔心。如果您的問題未被解答，歡迎來信至：help@sabina.com
我們很樂意為您提供協助。