Frequently Asked Questions, Shipping, and Returns
Orders and my account
How to buy?
Shopping at jcApotecari is very easy. We offer up to three ways to take home the products you love:
- In our online store: open 24 hours a day, every day of the year.
- By phone, calling 93 205 87 34 or by WhatsApp 638 651 862
- In our physical store: visit us in Barcelona, at Calle Mayor de Sarriá, 96. (Temporarily closed to the public)
Do I need an account to place an online order?
You don't need an account to shop at jcApotecari. However, if you choose to register, you'll have access to the following benefits:
- Check the status of your order and view your previous purchases
- Add products to your wish list
- Save different shipping addresses
- Manage your account information, modify your address book, and edit your email preferences.
I forgot my password, what can I do?
To reset your password, simply follow the password recovery instructions on the "login" page.
You'll then receive a link to your email address that will allow you to change your password.
Is my personal data safe?
jcApotecari ensures that your data is confidential, private, and will never be shared with third parties. For more information, please consult our privacy policy.
What payment methods can I choose?
We accept Visa, Mastercard, American Express and Paypal
How can I make sure my order has been placed correctly?
Once you've completed your purchase, you'll see the order confirmation page with the reference number. You'll also receive a receipt by email. You can also check the status of your order in your user account or by contacting our team at orders@jcapotecari.com.
Can I exchange products after placing my order?
You can make changes BEFORE we prepare your order for shipping. 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 prepare for shipment. To cancel your order, please contact us at orders@jcapotecari.com.
Click & collect option
Deliveries at our collection point
Did you know that you can make your purchase online and pick it up at our collection point?
Where?
At our collection point. Address: Carrer Major de Sarria, 94, 08017, Barcelona. Jordi Cabezas Pharmacy .
The collection point is open from 9 a.m. to 9 p.m., Monday through Friday.
When?
You can pick up your order within 1-2 business days.
How will I know if my order is ready for in-store pickup?
You'll receive an email informing you that your order is prepared and ready for you to pick up at the pickup point.
Do I need to bring any receipt?
To pick up your order, simply show us your order confirmation email. You can bring it printed or on your phone (the planet will thank you).
Someone else can pick it up on your behalf as long as they have your order confirmation email.
Shipping and returns
Where does jcApotecari ship to and what are the delivery times?
We ship orders to the entire 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 p.m. Monday through Friday. Saturdays, Sundays, and holidays are excluded.
Balearics
Delivery time: 2 to 3 business days.
Shipping costs €5.60 - FREE on orders over €60.
Delivery times are based on orders placed before 3 p.m. Monday through Friday. Saturdays, Sundays, and holidays are excluded.
Europe*
Delivery time: 2 to 3 business days.
Shipping costs €15 with DHL Express - FREE on orders over €200.
Delivery times are based on orders placed before 3 p.m. Monday through Friday. Saturdays, Sundays, and holidays are excluded.
*Germany, Austria, Belgium, Denmark, France, Greece, Ireland, Italy, Luxembourg, Netherlands, Portugal, Sweden.
Other destinations
Delivery time and amount upon request.
If you'd like to ship to other destinations, please contact us and we'll be happy to help.
How can I track my order?
Once we receive your order, we require a maximum of 24 hours to validate it and prepare it for shipping. Please note that during special promotions or during the Christmas holidays, it may take a little longer.
When the carrier picks it up, you'll receive an email confirming that your order is on its way. You'll also be able to track its location at all times.
I think my order has been lost, what can I do?
If you do not receive your package within the normal delivery time and believe your order may have been over-ordered, please contact us at orders@jcapotecari.com. including your order reference.
Do all orders have samples?
Yes. All orders include free samples.
On special promotional days, when there is a higher 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 completing your purchase, you can note your preferences by adding a comment in the "My Order Summary" section.
You can also order them in our physical store; our staff will be happy to advise you.
Can I return a product?
We accept returns during 14 business days from the date you received your purchase*. Products must be returned in their original condition, unopened in their box, and unused. Returns of products that are not in their original condition and packaging or that are unsuitable for sale will not be accepted.
In the case of hairbrushes, for hygiene and safety reasons, once a brush has been purchased, exchanges or returns are not accepted. This measure ensures that all our customers receive new, unused products. We appreciate your understanding and encourage you to ensure the brush meets your expectations before making your purchase. If you have any questions or need more information, please do not hesitate to contact us.
For "in-store pickup," the delivery time starts 48 hours after the shipment is ready for in-store pickup.
If the product you wish to return comes with promotional material (samples) or a promotion, these must also be returned in their original condition and packaging.
To return a product/s, you must send an email to orders@jcapotecari.com within 14 business days of receiving your purchase, detailing the following information:
- Email with which the purchase was made
- Reference or order number
- Details of the product(s) to be returned
- Reason for the return
The jcApotecari team will review your request and send you a confirmation email as soon as possible.
Once you receive confirmation from jcApotecari, you must return the products to us so we can process the refund. To return products, you can use any shipping method you prefer. Shipping costs for exchanges or returns to jcApotecari are your responsibility. The shipping address is:
- JC Apotecar i: C/ Major de Sarrià 96 - Barcelona 08017 - Spain
To package the products, you can use the same box we used for shipping or a similar one. It's important to make sure the products are well protected.
Once we receive the package, 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 of 14 business days, less shipping costs (€5.60 for standard shipments within the Peninsula) if they were paid by jcApotecari. You will receive the refund via the same payment method you used, unless you instruct us otherwise.
If you need help or assistance with your return you can write to us at orders@jcapotecari.com
Can I exchange a product?
jcApotecari does not currently make exchanges. If you wish to exchange a product, please contact orders@jcapotecari.com within 14 business days of receiving your purchase, detailing the following information:
- Email with which the purchase was made
- Reference or order number
- Details of the product(s) to be exchanged
- Reason for wanting to change the product
The jcApotecari team will review your request and contact you as soon as possible.
What can I do if I have received an incorrect, damaged, or defective product?
At jcApotecari, we pay close attention to detail, and that's why each order is manually prepared for you. Because of this, unintentional errors can sometimes occur—both on the part of our team and during the shipping process—that can affect the final status of your order.
In the event that you have received a wrong, damaged or defective package or product, please contact orders@jcapotecari.com within 14 business days of receiving your purchase, detailing the following information:
- Email with which the purchase was made
- Reference or order number
- Detailed explanation of the incident
- Photos of the incident
The jcApotecari team will review your request and contact you as soon as possible.
If the request is accepted, the product(s) in question may be returned—and refunded—or replaced with another product of equal value. jcApotecari will handle the processing and cost of shipping.
IMPORTANT: The jcApotecari team is not responsible for any incidents, allergies, or reactions resulting from misuse or lack of knowledge. Knowing the individual's body and skin condition is the sole responsibility of the end consumer. jcApotecari is at your complete disposal to advise you and recommend the most appropriate products for your condition, but the ultimate responsibility rests with the individual.
No exchanges or returns will be accepted for any product whose incidence, allergy, or reaction was due to misuse or lack of knowledge.
Our products may be constantly improving; for an up-to-date list of ingredients, we recommend always checking the product packaging. Exchanges or returns of opened or unsealed products will not be accepted.
Promotions and discounts
Who can benefit from a promotion or discount?
Whether you have a jcApotecari customer account or are shopping as a guest, you are eligible to benefit from a promotion or discount. All promotions and discounts offered by jcApotecari are unique and non-transferable and cannot be applied retroactively.
To qualify for a promotion or discount, you must meet all of the established requirements for that promotion, which will have been communicated through jcApotecari channels.
jcApotecari reserves the right to exclude from the promotion those who have not met the established requirements or who fraudulently use their right to benefit from the promotion.
All promotions or discounts offered by jcApotecari are subject to stock availability.
Can I transfer my right to benefit from the promotion or discount to another person?
No, the right to benefit from the promotion is unique to the individual and non-transferable.*
*With the exception of those promotions or discounts in which the possibility of transferring or sharing the right is explicitly communicated.
I placed an order but forgot to enter the promotional code. Will I still receive the promotion and/or discount?
If the promotional code is not applied, you are NOT eligible to receive the promotion or discount. Orders will be processed with higher priority than those that have been added to the promotional code.
The promotional period is still active, but I can no longer apply the code. Why?
If you can't apply the promo code, it means the promotion has ended or is sold out.
All promotions or discounts offered by jcApotecari are subject to stock availability. If promotional units are sold out before the end of the active promotional period, the promotion will be considered terminated or sold out and will be communicated through the corresponding jcApotecari channels.
Will I receive extra samples with promotional or discounted orders?
No, all orders that benefit from a promotion or discount will not receive extra samples.
Can I change my promotion or discount, or replace it with another product or monetary value?
No, promotions or discounts cannot be exchanged or substituted for other products or monetary value.
Can I return an order that has benefited from a promotion or discount?
If the product you wish to return has been awarded a promotion, the promotional material must also be returned in its original condition and packaging.
In the event that the product has benefited from a discount, said product CANNOT be exchanged or returned.