FAQ

Step 1: Pick the items you like

Step 2: Add them to your basket

Step 3: Sign up or log in

Step 4: Select a delivery method

Step 5: Select a payment method

Step 6: Confirm your order

Step 7: You’re good to go! You'll receive your order in a few days

Yes, all the products that we sell are 100% original. At Sabina Store, we can guarantee that all the products on offer are 100% original, whether in store or online, as we are official distributors of all the brands we offer. This means that the products that we sell come from an authorised distribution channel, which guarantees that they are definitely originals. To find out more about Sabina's history and background, visit our About us page.


Our prices are low for two main reasons. Firstly, our policy is based on low prices. We like to sell our products at good prices and always offer our customers low prices in our commitment to them, even if it means that our profits are smaller. The second reason is that as an online store, we can further reduce some products because we have fewer sales costs. New technologies help us cut back too.

Yes, all the product prices on our online stores include taxes.

No. We are a retailer and we do not sell wholesale.

No. We do not sell samples or testers in our physical or online stores. We only sell products that are suitable for sale and that are produced for such purpose. Samples and testers are used to try out fragrances, cosmetics or make-up before purchasing them and are only produced for that purpose.


That depends. Some products have been discontinued, so we won't be able to stock them again and we are simply waiting to receive others. We are always updating our catalogue, so when a product appears to be out of stock, the best thing you can do is to check the website again in a few days or contact us at help@sabina.com

Some of the products we sell are not sealed or plastic wrapped because the manufacturers often pack two or three units together. We throw away the plastic wrapping when we separate the products so we can sell them as single units. Some manufacturers don't plastic wrap the units separately, but others do. In any case, the products are presented in exactly the same way in our stores and we only sell 100% original branded products.

When you go to sign in, click on "Forgot your password?", enter the email address you used to sign up and we'll send you an email with instructions to reset your password.

From the home page, click on My account > My personal information.

From the home page, click on My account > My personal information > Current Password/New Password.

From the home page, click on My account > My personal information > Email address and enter the new email address that you want to link to your account.

Of course you can. You just have to go to My account > My addresses and add your default address.

We use an automated system that sends your order to our warehouse as soon as you make the order so we can reduce delivery times as much as possible. So, if you need to make any changes to or cancel your order, please contact us at help@sabina.com and we will do everything we can if the order still hasn't left the warehouse.

Yes, before you confirm your order, select "Bank Transfer" as your payment method. Remember that if you select this option, we cannot send your order until we receive the transfer, which means that delivery time can be a few days longer.

Of course! At Sabina, the security of your payment is our priority. Our website is protected with the most advanced encryption and security technologies, ensuring that your personal and banking information always remains secure.

We work with the world's largest payment system providers, who comply with the highest security standards and regulations in each country. This allows us to offer you a reliable and market-adapted payment process.

Several key elements guarantee the security of your purchase at Sabina:

We offer you several payment options so you can choose the one that best suits your needs. All our transactions are secure and protected with the highest security standards.

1. Credit/Debit Card
   
   We accept payments with credit and debit cards. To ensure the security of your payment, we work with the best payment processing providers.
   
   Payment Security:
   - Our payment gateway is fully secure and complies with the most advanced encryption standards.
   - At the time of payment, you will see a padlock or key icon in your browser, indicating that you are on a protected connection.
   - This method can only be used by users with authentication in the secure online payment service (3D Secure). If your card does not have this option enabled, the transaction will go through a review process by our payments department.
   
   
2. Bank Transfer
   If you prefer to pay by bank transfer, you will have 7 days to complete the payment
   
   Instructions:
   
   - Include your order number in the transfer reference.
   - The order will be shipped once the payment has been received in our account. If you need urgent shipping, we recommend making a direct deposit at the bank counter, as transfers may take 24 to 48 hours to process.
   - To speed up the process, please send your payment receipt to help@sabina.com
   
   If the payment is not received within 7 days, a new order will need to be placed with the conditions and prices valid at that time.
   
   
3. PayPal
   
   You can pay for your order quickly and securely with PayPal. This service offers additional purchase protection but has a 3% surcharge on the total order amount.

No. The only payment methods accepted by Sabina are credit card, bank transfer and PayPal.

Yes. We try our best to make sure that every order includes samples of other products so you can try out all the latest perfumes, cosmetics and make-up. However, it isn't totally up to us as we are limited to the number of samples that each brand sends us. There’s 99% chance that you’ll receive a sample. If you're one of the 1% who doesn't, don't be offended and please forgive us!

That depends on where you live and your total order. You can check out delivery information here.

We ship orders to Spain (Mainland, Balearic Islands, and Canary Islands), most of Europe, as well as the United Kingdom, the United States, Hong Kong, and Mexico. If you want to check the full list of countries we ship to, you can find it here.

That depends where you are. Check the delivery times for each country here.

At the moment, we do not offer express delivery. You can check our standard delivery times here.

To find out your order status, click on My account > Order history and details.

No, we do not deliver to post office boxes.

For deliveries to the Canary Islands, your order will not go through customs as we send it from our warehouse in Gran Canaria, Spain. For deliveries to mainland Spain, the Balearic Islands and Europe, taxes and other additional fees are included in the price. We will never ask you to pay anything extra nor will you have to pay customs clearance.

Yes, you can exercise your right to return any purchased item within 14 calendar days from the date of receipt.

To be eligible for a return, the item must be in perfect condition, unused, and in its original packaging. To speed up the process, please contact our team at help@sabina.com

Please note that the return shipping costs are the customer's responsibility.

⚠️ Exceptions: For hygiene and safety reasons, returns are not accepted for personal hygiene products, such as those related to sexual health.

If you've received a product that you didn't order, contact us within 72 hours of receiving your order via the contact form or email at help@sabina.com and we'll look into your request. We will check the case and the product must be unused, in optimum conditions, in its original packaging and suitable for sale.

To speed up the process, please send us photos of the incorrect product to help@sabina.com including:

- the front of the product in its original packaging. 

- the product's barcode (EAN). 

Important: If we sent the incorrect order, it goes without saying that we will pay for the delivery charges. However, if you ordered the wrong product when you placed your order, then you will have to pay the return delivery fees. We shall not accept returns or claims for incorrect orders if you do not notify us of them within the set time frame.

If you receive a faulty item or if it has been damaged during delivery, please contact us via our contact form or by email at help@sabina.com within 72 hours of receiving the order and we will address the incident. 

Important: We shall not accept returns for damaged or faulty items if you do not notify us of them within the set time frame. In said cases, we need you to send us proof of the damage/fault so that we can address the incident correctly. You will need to send us photographs of the item/order or any other evidence that will help us establish the facts. Once we have completed the checking process, a courier shall be sent to replace or return the item(s), if necessary. If you do receive damaged or broken goods, we recommend that you also notify the delivery company that handled your order.

If you would like to return a product bought on our website in a Sabina store, please contact us at hello@sabinastore.com.

If you have not found an answer to your questions in our FAQ, don't worry! Write to us at our contact email and we will help you. hello@sabina.com