Shipping and Returns Policy

HOW MUCH DO DELIVERY COST ME?

Shipping costs vary depending on the number of products you purchase and the offers that are in force in that period. To find out the shipping costs, go to the payment screen and enter your shipping address.

IN HOW MUCH TIME WILL MY REQUEST BE DELIVERED?

Packages destined for Spain and Portugal will be sent through GLS and will be delivered within 24-48 working hours depending on the delivery area.

Orders destined for France, Germany, the United Kingdom, Belgium, the Netherlands and Austria will be delivered within 3-5 working days depending on the delivery area.

During holidays such as Christmas or national holidays we cannot guarantee delivery with the established shipping times due to the high volume of shipments handled by transport companies.

All orders require 1 day of processing to be delivered to the transport company and all orders placed on Saturday and Sunday will be delivered on Monday.

CAN I CHANGE MY SHIPPING ADDRESS AFTER I HAVE PLACED AN ORDER?

Yes, through the e-mail contacto@rostro.com or by calling us at 
+34 679 772 147

HOW I CAN KEEP TRACK OF MY ORDER?

As soon as your order leaves our warehouse you will receive a confirmation email together with the one from the transport company so that you can track it online.

CAN I RETURN A PRODUCT?

Yes, FACE has a flexible return policy.

1. If your product is damaged, you can return it by contacting us at contacto@rostro.com or by calling us at 679 772 147.

2. If you are not happy with the product, you can also return it, respecting the following conditions:

  • Products must be returned within 30 business days from the date the order is received by the customer.
  • Products must be returned in their original box/packaging.
  • The products cannot have been used.
  • Please do not put tape or stickers directly on the packaging or box. Products that are in poor condition will not be accepted.

    • WHAT OPTIONS DO I HAVE WHEN RETURNING A PRODUCT?

    To return a product you can contact the Customer Service Department by sending an email contacto@rostro.com or by calling 679 772 147 .

    When you return a product you can choose to:

  • Refund of the amount paid. *
  • Replacement of the same reference (in cases of return due to being damaged or in poor condition). *
  • Replacement of a substitute product. (In the event that the new product has a lower value, FACE will be responsible for the return of the difference, on the contrary, if the product has a higher value, the customer must pay the difference). *

    • *The refund of the amount or the new shipment of products will be made from the reception of the package in our offices. In the event that we finally proceed with the refund of the amount, the transfer will be made within 14 business days according to your bank.

      DO I HAVE TO PAY THE RETURN COSTS IN THE COMPLETE TREATMENT?

      • To proceed with the return of the complete Treatment, the shipping costs are borne by the client.

      I HAVE NOT RECEIVED MY ORDER, WHAT DO I DO?

      Write to us at contacto@rostro.com or call us at 679 772 147 and we will be happy to help you.

      There are two main reasons why you have not received your package:

      • Wrong address: In this case we recommend that you always check that the address you entered is correct, since it is possible that your package has been delivered to the wrong address.
      • Failed delivery attempts: GLS makes up to two delivery attempts. The second delivery date is always agreed with the customer. In the event that they have not been able to contact you and more than 14 business days have elapsed since the first delivery attempt, the procedures for the return of the same to our offices will begin. We recommend checking all SMS, calls and emails.

      IF THEY CANNOT LOCATE ME, WHAT HAPPENS WITH MY ORDER?

      When an order could not be delivered for reasons beyond the control of ROSTRO and more than 14 business days have elapsed since the first delivery attempt, the package is returned to our offices.

      We automatically proceed to refund the total amount of your purchase within 14 business days from the receipt of the order, except for the costs originated by the shipment and return of the package.