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FAQ, Shipping and Returns
Orders & My account
How I place an order?
Buying at jcApotecari is very simple. We offer you up to 3 ways to place an order:
- Online store: open 24 hours and every day of the year.
- By phone, calling +34 93 205 87 34 or WhatsApp +34 638 651 862
- Physical store: visit us in Barcelona (Spain) - C/ Mayor de Sarriá, 96 (0817)
Do I require a customer account to order online?
You do not need to have a customer account to buy at jcApotecari. In any case, if you decide to register, you will benefit from:
- Track your order and check & repeat previous purchases
- Create your Wishlist with your favorite products
- Make your order in just one click
- Manage your account information, modify your address and payment method and email preferences.
I forgot my password, what can I do?
To reset your password, just follow the password recovery instructions on the "Log In" page.
You will receive a link in your email address that allows you to change your password.
Is my personal information safe?
jcApotecari ensures that your data is confidential, private and will never be shared with third parties. For more information you can consult our Privacy Policy.
What payment method can I use?
We accept Visa, Mastercard, American Express and Paypal.
How can I make sure my order has been placed correctly?
Once you have completed your purchase, you will be redirected to the order confirmation page and see your order's reference number. At the same time, you will automatically receive a confirmation email with your order's details. You can also check the status of your order in your customer account or by contacting our team orders@jcapotecari.com
Can I modify my order once it is confirmed?
You can make changes BEFORE we have prepared your order for shipment. Our staff will help you cancel or add more products.
To make changes to your order you can write to us at orders@jcapotecari.com.
Can I cancel my order?
Your order can be canceled BEFORE we have prepared it for shipment. To cancel your order, you can write to us at orders@jcapotecari.com.
Do all orders have samples?
Yes. All orders include free samples (upon availability)
Please note that on days of special promotions, when there is a greater volume of activity, our sample service is suspended.
Can I order samples online or in the physical store?
You can order samples with your online order. Before finalizing your purchase, you can write down your preferences by adding a comment and we'll do our best to please you.
You can also order them in our physical store, our staff will be happy to assist you.
Click & Collect
Do you know that you can make your purchase online and pick it up at our collection point?
Where?
At our Click & Collect point:
- C/ Major de Sarria, 94, 08017, Barcelona. (Spain) - Jordi Cabezas Pharmacy.
- Opening hours: 9 AM to 9 PM from Monday to Friday.
When?
You can pick up your order within 1-2 business days from the moment your order is confirmed.
How I know if my order is ready for pickup?
You will receive an e-mail informing you that your order is ready for pick-up at our Click & Collect point.
Do I need to bring any document to pick up my order?
To pick up your order, you will need to have your order's confirmation email. You can take it printed or on your mobile (the planet will thank you).
Another person can collect the order on your behalf as long as they have the confirmation email of your order.
Shipping
Where does jcApotecari deliveries and what are the delivery times?
We ship orders to the entire Iberian Peninsula (Spain and Portugal), the Balearic Islands and Europe.
Orders are not shipped to the Canary Islands.
Iberian Peninsula (Spain and Portugal)
Delivery time: 1 to 2 business days.
Shipping costs €5.60 - FREE on orders over €60.
>Delivery times are based on orders placed before 3:00 p.m. from Monday to Friday. Saturday, Sunday and holidays excluded.
Balearic Islands
Delivery time: 2 to 3 working days.
Shipping costs €5.60 - FREE on orders over €60.
>Delivery times are based on orders placed before 3:00 p.m. from Monday to Friday. Saturday, Sunday and holidays excluded.
Europe*
Delivery time: 2 to 3 working days.
Shipping costs €15 with DHL Express - FREE on orders over €200.
>Delivery times are based on orders placed before 3:00 p.m. from Monday to Friday. Saturday, Sunday and holidays excluded.
*Austria, Belgium, Denmark, France, Germany, Greece, Ireland, Italy, Luxembourg, Monaco, the Netherlands, Portugal, Sweden.
Other destinations
Delivery time and shipping fee to consult. If you want to send to other destinations, contact us and we will be happy to help you.
How I track my order?
Once we receive your order, we need a maximum of 24 hours to validate it and prepare it for shipment. Keep in mind that, in times of special promotions or Christmas, it may take a little longer.
When the carrier picks it up, you will receive an email confirming that your order is on its way.
If you have a customer account, you can track your order at Order & History Details. If you place your order as a guest, you can track your order at Guest Order Tracking.
I think my order has been lost, what can I do?
If you do not receive your package within the normal delivery period and you think that your order may have been lost, please contact us at orders@jcapotecari.com including the reference of your order.
Returns
Can I return a product?
We accept returns within 14 business days from when you received your purchase*. The products must be returned in their original condition, properly closed in their box and unused. Returns of products that are not in their original condition and packaging or that are not suitable for sale will not be accepted.
*If your order was made by Click & Collect, the return period start to count 48 hours from the time the order is ready to pick-up at the store.
In the event that the product to be returned has guaranteed promotional material (samples) or any promotion, these must also be returned maintaining the original condition and packaging.
How do I return a product?
To return a product/s, an email must be sent to orders@jcapotecari.com within 14 business days from the date you received your purchase, detailing the following information:
- Email address with which the purchase was made
- Reference or order number
- Detail of the product(s) to be returned
- Reason for the return
The jcApotecari team will assess the request as soon as possible and send you a confirmation email.
Once confirmation is received from jcApotecari, you must send us the products so that we can proceed with the money refund. To return the products to our facilities, you can use any shipping method you want. Shipping costs for changes or returns to jcApotecari are at your expense. The shipping address is:
- JC Apotecari: C/ Major de Sarrià 96 - Barcelona 08017 - Spain
To pack the products, you can use the same box with which we ship or a similar one. It is important to ensure that the products are well protected.
When we receive the package in our facilities, we will need 24/48 hours to verify that the returned products are in their original condition.
Once the return is accepted, we will refund the value of the products within a maximum period of 14 business days, less shipping costs (5.60 Euros for standard shipping in the Peninsula) in the event that they have been paid by jcApotecari. You will receive the refund in the same method you used for payment unless you tell us otherwise.
If you need help or assistance with your return, you can write to us at orders@jcapotecari.com
Can I change a product once I receive my order?
jcApotecari does not make changes at the moment. If you want to change a product, please contact orders@jcapotecari.com within 14 business days from when you received your purchase, detailing the following information:
- Email address with which the purchase was made
- Reference or order number
- Details of the products to change
- Reason for wanting to change the product
The jcApotecari team will assess the request and we will contact you as soon as possible.
What can I do if I have received an incorrect, damaged or defective product?
At jcApotecari we put maximum attention to detail and therefore each order is manually prepared for you. For this reason, sometimes involuntary errors can be made - either by our team or during the shipping process - that can affect the final status of your order.
In the event that you have received an erroneous, damaged or defective package or product, please contact orders@jcapotecari.com within 14 business days from the date you received your purchase detailing the following information:
- Email address with which the purchase was made
- Reference or order number
- Detailed explanation of the incident
- Photos of the incident
The jcApotecari team will assess the request and we will contact you as soon as possible.
In the event that the request is accepted, the product(s) in question may be returned - and reimbursed - or replaced by another product of the same value. The management and cost of shipping is in charge of jcApotecari.
IMPORTANT: The jcApotecari team is not responsible for possible incidents, allergies, or reactions derived from misuse or lack of knowledge. Knowing the condition of the body and skin of each one is the sole responsibility of the final consumer. jcApotecari is at your entire disposal to advise you and recommend the most appropriate products according to your condition, but the ultimate responsibility lies with the individual in question. Changes or returns of any product whose incidence, allergy or reaction has been derived from misuse or lack of knowledge will not be accepted. Our products may be constantly improving, to obtain an updated list of ingredients so we recommend to always consult the product details and instructions detailed in the packaging. Changes or returns of open or unsealed products will not be accepted.