Shipping
Everything you need to know about how we prepare your order, how long it takes to arrive and what shipping costs for your destination.
Orders received before 13:30 on a working day are dispatched the same day.
How we process your order
Confirmation
Once your payment is confirmed, you will receive an order confirmation email.
Preparation
We prepare and dispatch every order from our premises in Spain, Monday to Friday from 09:00 to 16:00 (Spanish mainland time). Orders placed before 13:30 go out the same day; all others on the next working day.
Handover to the carrier
When we hand your order to the carrier, we send you a second email with your tracking number.
Delivery times, costs and taxes
Estimated times are indicative. The firm delivery time for your address is shown before you confirm your purchase.
| Destination | Estimated time | Delivery deadline | Shipping cost | Free shipping | Taxes and customs |
|---|---|---|---|---|---|
| Mainland Spain | 2-3 working days | 15 calendar days | €3.00 | From €30 | Spanish VAT included |
| Balearic Islands | 3-5 working days | 15 calendar days | €6.00 | From €30 | Spanish VAT included |
| Canary Islands | 10-15 working days | 30 calendar days | €30.00 | — | IGIC and clearance payable by the recipient |
| Ceuta and Melilla | We do not ship to these destinations, for logistical reasons. | ||||
| Portugal | 3-5 working days | 20 calendar days | €4.00 | From €30 | VAT included, no customs |
| France | 3-5 working days | 20 calendar days | €8.99 | From €60 | VAT included, no customs |
| Germany | 4-6 working days | 20 calendar days | €8.99 | From €60 | VAT included, no customs |
| Italy | 4-6 working days | 20 calendar days | €8.99 | From €60 | VAT included, no customs |
| Rest of the EU | 4-7 working days | 20 calendar days | €8.99 | From €60 | VAT included, no customs |
| United Kingdom (excluding Northern Ireland) | 5-8 working days | 30 calendar days | €11.99 | From €60 | Import VAT payable by the recipient |
| Northern Ireland | We do not ship to this destination at present. | ||||
We do not ship to Northern Ireland. On this page, references to the United Kingdom are to be read as references to Great Britain: England, Scotland and Wales.
Rest of the EU covers the following 22 destinations: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, Greece, Hungary, Ireland, Latvia, Lithuania, Luxembourg, Malta, the Netherlands, Poland, Romania, Slovakia, Slovenia and Sweden.
A working day means Monday to Friday, excluding public holidays in force in Spain, where we dispatch from. Shipping costs are calculated and itemised before you confirm your order. The free shipping threshold is assessed against the final order value, after discounts and coupons. If you return part of an order with free shipping and the value you keep falls below the threshold, nothing will be deducted on that account.
Delivery deadline and your rights
Delivery deadline
We undertake to deliver your order within the deadline shown for your destination in the table above, counted in calendar days from confirmation of the order.
If we give you a specific delivery date at the time of purchase that falls earlier, that date prevails.
If we fail to meet it, you may ask us in writing to deliver within an additional reasonable period. If we fail to meet that second period, you may terminate the contract and we will reimburse everything you paid, including shipping costs, without undue delay.
Delays and force majeure
We are responsible to you for delivery of the order, including where the delay originates with the carrier.
We are released only in cases of force majeure: extreme weather events, general strikes, closures of borders or routes and other unforeseeable events beyond our control and that of the carrier. In such cases we will let you know as soon as possible and you may reschedule delivery or terminate the order with a full refund.
The longer deadlines for the Canary Islands and the United Kingdom reflect customs clearance, the duration of which is outside our control.
When risk passes
Risk of loss of or damage to the goods passes to you when you, or a third party indicated by you other than the carrier, take physical possession of the order.
Until that moment, anything that happens in transit is for our account.
Taxes and customs
European Union
Prices on our website include Spanish VAT, which is the VAT charged on all orders destined for the European Union.
There are no customs formalities or additional costs on delivery: when your order arrives you will not have to pay anything beyond what you paid at checkout.
United Kingdom
Orders destined for the United Kingdom are invoiced without Spanish VAT, irrespective of their value. UK import VAT, any customs duties and the carrier's clearance handling fee are settled at customs and are payable by the recipient.
So that you can work out the total cost before buying: UK import VAT of 20 % applies to the order value, and the carrier adds its clearance handling fee on top.
Canary Islands
Orders destined for the Canary Islands are invoiced without VAT. IGIC (the Canary Islands General Indirect Tax) applies instead, and is settled on arrival by the recipient.
Customs clearance handling fees are added to that amount and are also payable by the recipient.
Destinations with special conditions
Ceuta and Melilla
We do not currently ship to Ceuta or Melilla, for logistical reasons. We are working to offer this service in the future.
Countries not on the list
If you reside in a European Union Member State we do not ship to, you may order on our website on the same terms as any other customer and arrange collection from our premises in Spain, or engage your own carrier, at your own cost.
In that case, risk passes to you at the moment we hand the order over to the carrier you have appointed. Write to us and we will explain how.
Restricted products
Certain products may be unavailable for some destinations for regulatory reasons. Where this applies, you will not be able to add them to your basket with that delivery address.
Carriers and packaging
Carriers
We work with DHL, SEUR and MRW for domestic shipments, and with DHL and UPS for international ones.
We may use alternative carriers where operational circumstances require it, always on equivalent terms and delivery times.
Packaging
Every order is sealed with high-performance gummed tape, a more environmentally friendly option than conventional adhesive tape, which protects the contents and makes any tampering in transit apparent.
Tracking and issues
How do I track my order?
When the carrier collects your order, you will receive an email with your tracking number and a link to follow the parcel in real time. You can also check it at any time at Where is my order? If 48 hours have passed since dispatch was confirmed and you have not received this information, write to us at clientes@salubell.com.
I entered the wrong delivery address, what now?
Write to us as soon as possible at clientes@salubell.com. If the order has not yet been dispatched, we will correct it at no cost. Once in transit it depends on the carrier and is not always possible; in that case the order will follow the undelivered order process.
Please check your address before confirming your order, including building number, floor and postcode. We are not responsible for delays caused solely by an incorrect or incomplete address supplied by you.
What happens if my order cannot be delivered?
The carrier makes two delivery attempts and, where the service allows, leaves a notice so that you can reschedule delivery or collect the parcel from a nearby pickup point. If the order still cannot be delivered, it is returned to our premises and we will get in touch with you.
If you tell us you are cancelling your purchase, we refund the full order value plus the cost of standard outbound shipping, even if you chose a more expensive option. This right of withdrawal lasts 14 days from receipt of the order, or from the date you tell us you are declining to receive it. See our Refund and Returns Policy.
If the order is returned because it was not collected despite the carrier's notices, or because of an incorrect address supplied by you, we refund the value of the goods and may deduct the transport costs actually incurred. If you would rather we shipped it again, we will tell you the cost beforehand so that you can decide.
In either case we process the refund without undue delay and within 14 days at the latest, counted from our receiving the order back or from your telling us your decision, using the same means of payment you used.
My parcel arrived damaged
Write to us at clientes@salubell.com with your order number and photographs of the packaging and the product. We will resolve it at no cost to you, either replacing the product or refunding it, in accordance with our Refund and Returns Policy.
Two things help us handle it faster, but neither is a requirement for your claim to be dealt with: noting visible damage on the carrier's delivery note at the time of delivery, and telling us within 48 hours of receipt.
If you could do neither, write to us anyway. Your legal rights remain fully intact: you have a statutory guarantee of conformity of two years from delivery, and this process neither limits nor conditions it in any way.
If you reside in the United Kingdom, you may also reject a faulty product and obtain a full refund within 30 days of delivery.
Complaints
Response time
We handle complaints within a maximum of 4 working days of receipt.
Write to us at clientes@salubell.com with your order number and what happened.
Want to return an order?
Returns, the right of withdrawal and refunds are covered in a separate document.
Consumer Arbitration Board
SALUBELL PHARMA, S.L. has signed up to the Consumer Arbitration Board of the Region of Murcia (Junta Arbitral de Consumo de la Región de Murcia), which settles financial and similar disputes between consumers and businesses, retailers or professionals.
Further information on the website of the Autonomous Community of the Region of Murcia.
If you live outside Spain
You can consult the list of consumer alternative dispute resolution bodies notified to the European Commission at consumer-redress.ec.europa.eu, or contact the European Consumer Centres Network (ECC-Net) for cross-border disputes.
If you reside in the United Kingdom, you may refer the matter to an approved alternative dispute resolution body or to your local Trading Standards service through Citizens Advice.
Any questions about your delivery?
Write to us at clientes@salubell.com or call us on +34 968 12 64 34.
Opening hours: Monday to Friday, 09:00 to 16:00 (Spanish mainland time).
SALUBELL PHARMA, S.L.
Last updated: 28/09/2026.