Shipping to the European Union and United Kingdom
Everything you need to know about how we prepare your order, how long it takes to arrive and how much shipping costs to your country.
Orders confirmed before 13:30 (Spanish mainland time) on a working day are dispatched the same day.
Full terms are set out in our Shipping Policy. Looking to return an order? See our Refund and Returns Policy.
How we process your order
Confirmation
Once your payment is confirmed, you will receive an order confirmation email.
Preparation
We prepare and dispatch all orders from our premises in Spain, Monday to Friday from 09:00 to 16:00 (Spanish mainland time). Orders confirmed before 13:30 are dispatched the same day; all others on the next working day.
Handover to the carrier
When we hand your order over to the carrier, we send you a second email with your tracking number.
Delivery times, costs and taxes
Estimated delivery times are indicative and run from confirmation of the order. 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 |
|---|---|---|---|---|---|
| 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, duties and customs clearance payable by the recipient |
| Northern Ireland | We do not ship to this destination at present. | ||||
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.
On this page, references to the United Kingdom are to be read as references to Great Britain: England, Scotland and Wales. For shipments to mainland Spain, the Balearic Islands and the Canary Islands, see Shipping to Spain.
A working day means Monday to Friday, excluding public holidays at the place of dispatch, in the Region of Murcia (Spain). Periods expressed in calendar days include every day of the calendar. Shipping costs are calculated and shown itemised before you confirm your order. The free shipping threshold is assessed against the final order value, after any discounts and coupons have been applied. If you return part of an order that qualified for 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 delivery deadline shown in the table above for your destination, 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 that deadline, you may ask us in writing to deliver within a reasonable additional period. If we fail to deliver within that further period, you may terminate the contract and we will reimburse everything you paid, including shipping costs, without undue delay.
If the delivery date was essential to you and you had told us so, or this was apparent from the circumstances, you may terminate the contract immediately, without granting that additional period.
Delays and force majeure
We are responsible to you for delivery of your order, including where the delay originates with the carrier.
We are released from that responsibility 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 inform you as soon as possible and you may choose between rescheduling delivery or terminating the order with a full refund.
The longer delivery deadline for the United Kingdom is due to customs clearance, the duration of which is outside our control.
When risk passes to you
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, any incident occurring in transit is for our account.
Taxes and customs
European Union
The prices on our website include Spanish VAT, which is the VAT charged on all orders shipped to the European Union.
There are no customs formalities or additional costs on delivery: you will not have to pay anything beyond what you paid when you confirmed your purchase.
United Kingdom
Orders shipped to the United Kingdom are invoiced without Spanish VAT, irrespective of their value. UK import VAT, any customs duties and the carrier's customs clearance fee are settled at customs and are payable by the recipient.
To help you work out the total cost before you buy: UK VAT, currently 20%, is applied to the order value, and the carrier adds its customs clearance fee on top.
Destinations with special conditions
Countries not listed
If you reside in a European Union country we do not ship to, you can buy on our website on the same terms as any other customer and arrange, at your own cost, collection of the order from our premises in Spain or engage your own carrier.
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 to do it.
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 and UPS for international shipments.
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, which is more environmentally friendly than conventional adhesive tape, 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 your shipment in real time. You can also check it at any time on Where is my order? If you have not received this information within 48 hours of shipping confirmation, write to us at clientes@salubell.com.
I entered the wrong delivery address. What should I do?
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, any change depends on the carrier and cannot always be made; in that case the order will follow the failed delivery process.
Please check your address before confirming your order, including house number, flat and postcode. We cannot be held responsible for delays or failed deliveries 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 you chose delivery to a pickup point, the parcel is held there for you for the period set by the carrier. If the order still cannot be delivered or is not collected, it is returned to our premises and we will contact you.
If you tell us you are cancelling your purchase, we will refund the full order value plus the cost of standard outbound shipping, even if you chose a more expensive delivery option. This is your right of withdrawal, which you may exercise for 14 calendar days from receipt of the order or from the date you tell us you are declining to receive it. You can find the details in 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 will refund the value of the goods and may deduct the transport costs actually incurred. If you prefer us to ship the order again, we will tell you the cost of the new shipment beforehand so that you can decide.
In either case, the refund is processed without undue delay and, at the latest, within 14 calendar days of our receiving the order back or of your telling us your decision, using the same means of payment you used for the purchase.
My parcel arrived damaged or incomplete
Write to us at clientes@salubell.com quoting your order number and attaching 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. We cover both the return transport and the cost of the new shipment, whatever your country.
Two things help us handle it faster, but neither is a condition for your claim to be dealt with: noting any visible damage on the carrier's delivery note at the time of delivery, and telling us within 48 hours of receipt.
If you were unable to do either, write to us anyway. Your statutory rights remain fully intact: if you reside in the European Union, you have a statutory guarantee of conformity of two years from delivery, and this procedure does not limit or condition 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 quoting your order number and telling us what happened.
Want to return an order?
Returns, the right of withdrawal and refunds are explained in a separate document, which also shows who pays for return transport in your country.
Dispute resolution in the EU
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.
You may also refer the matter to the competent consumer authority in your place of residence.
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.
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 is available on the website of the Autonomous Community of the Region of Murcia.
Any questions about your shipment?
Write to us at clientes@salubell.com or call us on +34 968 12 64 34.
Customer service hours: Monday to Friday, 09:00 to 16:00 (Spanish mainland time).
SALUBELL PHARMA, S.L.
Last updated: 28/09/2026.