Frequently Asked Questions EN
I have had very bad experiences buying from other online stores. Is IZACIA reliable?
It is very unfortunate that you have had bad online shopping experiences, therefore, we know that it is easy to be distrustful and that is why we want to tell you that our main goal is your satisfaction, so we have decided to offer you, in addition to the regular purchasing methods, the payment on delivery service, so you can be sure that you will receive your order without the inconveniences that typical online shopping generates.
How can I purchase a product?
Buying is so simple that you only need to follow 5 steps:
- Choose the product you want from our catalog and the quantity you want to buy, click ADD TO CART .
- Verify that your order is correct and click COMPLETE ORDER .
- Fill out all the contact and shipping information, check that your details are correct. At this step you can enter a Discount Code (if you have one), and click CONTINUE SHIPPING .
- Confirm your details and, if there are no errors, click CONTINUE WITH PAYMENT .
- Choose the payment method: Credit Card (you must fill in the details) or Cash on Delivery and COMPLETE THE ORDER .
It's very simple!
What payment methods do you have available?
Our available payment method is cash on delivery and debit card.
How long does it take for my order to arrive?
Please note that once the order is placed, your order needs 24 hours to be processed and shipped. Since our shipments are Express, the shipping time ranges between 24 and 48 hours, however we want to inform you that due to extraordinary situations, such as COVID19, our shipments could be delayed 2 or 3 days maximum.
If I place an order on a Friday, will I receive it on the weekend?
We inform you that for now we work from Monday to Friday, so we do not ship on weekends, so it is important that you make arrangements if you need to receive your order between those days, we apologize.
What if I need my order delivered on a specific date?
You can contact us through our email hola@glowsessence.com. Without any problem, our shipping department will take care of planning your shipment for the indicated day.
I made a mistake when entering the delivery information, what can I do?
In this case, please contact us via our email info@izacia.com within 12 hours of purchase and provide us with the correct information.
Please note that after 12 hours, our products have already been packed and are ready for shipping, so we will not be able to change the details of your order.
Can I cancel or change an order?
In this case , please contact us via our email info@izacia.com within 12 hours of purchase so that you can inform us of your desire to cancel or change your order.
Please note that after 12 hours, our products have already been packed and are ready for shipping, so we will not be able to change the details of your order.
What happens if I am not satisfied with what I purchased?
If you are not satisfied with your purchase and wish to return an item, you can contact us at info@izacia.com , indicating the order number and the reason for your return. Please note that you have 30 days from receipt of your order to make the return . After this time, your product will not be accepted for return. (According to Art. 44 of Law 7/1996 of January 15 on the regulation of retail trade, modified by Law 47/2002 of December 19)
If you decide to return an order, you should know that you will be responsible for the shipping costs.
Our customer service team will review the return request and send further instructions if the return is approved. Returned items must be in their original packaging, including any accessories, manuals, and documentation. Returned items must be unused, in the same condition as we sent them to you, and in their original packaging. Stains, bent cards, broken seals, or torn plastic sheets will not be accepted. If the condition of the product sent back to us is not in an acceptable condition, we reserve the right to not return or exchange it. Products that have been personalized cannot be refunded or exchanged.
Do the products I purchase have a warranty?
If any of the products you have received has a manufacturing defect or malfunction, we will replace that product, free of charge, with a new one in good condition.
Keep in mind that you have a deadline 14 days from receipt of your order to notify your disagreement . We also inform you that the guarantee is not applicable if we consider that the damage is due to misuse of the product.
Are your products the same as those sold in other stores?
Our products may have similar characteristics to those of other stores, but their quality and service is superior to that of other stores. We try to choose only products of proven quality and we are so committed to this that if there is a problem with any of them, we will resend you a new one completely free of charge.
What happens if I receive the wrong or damaged product?
Please contact our customer service team via email info@izacia.com to initiate the return process. Please include the following information:
- Order Number
- Proof of Purchase
- Video or photo of the product to be returned (if applicable)
- Full shipping address
- Phone number
In some cases, you may be asked to include a video or photo of the defective product as proof in order to refund or replace the product.
How long does it take to process a return?
Processing of returns may take up to 14 business days from the day we receive your return. We will send you an email to confirm once your return has been processed. For returned items, a full refund will be credited for the returned products. For non-defective items, the refund excludes all shipping and handling charges.
Why have they asked me for my ID?
Only in cases where shipments are addressed to the Canary Islands, Ceuta and Melilla, we will ask for your ID, since in these cases the postal company requests this information to manage the shipment.
Someone called me from IZACIA… is it someone from your team?
If you have made a purchase using the payment on delivery option, we inform you that within 12 hours an agent from our team will contact you by phone and/or email so that we can confirm your decision to buy from us. Please note that, in these cases, if there is no confirmation of purchase, the purchase will be cancelled within the following 48 hours.
My order has been automatically cancelled… why did this happen?
All cash on delivery purchases are confirmed by our team within the first 12 hours via phone and/or email. Please note that if we have not been able to confirm your purchase through any of these methods, it will be cancelled within the next 48 hours.