{"id":5340,"date":"2016-01-25T15:34:13","date_gmt":"2016-01-25T15:34:13","guid":{"rendered":"https:\/\/drserranoskincare.com\/faq\/"},"modified":"2024-08-19T11:40:34","modified_gmt":"2024-08-19T11:40:34","slug":"faq","status":"publish","type":"page","link":"https:\/\/drserranoskincare.com\/en\/faq\/","title":{"rendered":"FAQ"},"content":{"rendered":"

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\n\t\n\t\t\n\t\t\t<\/span>\n\t\t\t<\/span>\n\t\t<\/span>\n\t<\/span>\n\t\n\t\t\n\t\t\tHow do I place an order?\t\t<\/span>\n\t<\/span>\n<\/h4>\n
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\n\t\t[vc_column_text]You can buy your products on the Dr. Serrano Skincare website and we will send them to the address of your choice within the peninsula. (Exl. Canary Islands and non-continental Europe).<\/p>\n

If you are not sure which product is the most suitable for your skin type, please contact us via chat or our contact form.<\/p>\n

You need to be registered to shop at Dr. Serrano Skincare.<\/p>\n

After finishing your purchase, we will send you a confirmation email with the details of your purchase. Follow the status of your order through our website and if you have any questions, ask us<\/strong>![\/vc_column_text]\t<\/div>\n<\/div>

\n\t\n\t\t\n\t\t\t<\/span>\n\t\t\t<\/span>\n\t\t<\/span>\n\t<\/span>\n\t\n\t\t\n\t\t\tWhat are the payment options?\t\t<\/span>\n\t<\/span>\n<\/h4>\n
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\n\t\t[vc_column_text]<\/p>\n

Accepted methods of payment are:<\/p>\n

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\"Visa\" \"MasterCard\"<\/div>\n

Credit card<\/p>\n<\/div>\n<\/div>\n

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Bank transfer<\/p>\n<\/div>\n<\/div>\n<\/div>\n

To minimize the risk of unauthorized access, your credit card information will be encrypted. By clicking on “Authorize Payment” the customer is confirming that the credit card is his or her own or that he or she is the legitimate holder of the gift card or credit card. Credit cards will be subject to checks and authorizations by the credit card issuer. If such entity does not authorize the payment, Dr. Serrano Skincare is not responsible for delays or failures in the delivery of orders that will not have been formalized.<\/p>\n

Without prejudice to the previous paragraph, payment by bank transfer is also accepted.<\/p>\n

[\/vc_column_text]\t<\/div>\n<\/div>

\n\t\n\t\t\n\t\t\t<\/span>\n\t\t\t<\/span>\n\t\t<\/span>\n\t<\/span>\n\t\n\t\t\n\t\t\tWhy might my credit card be declined?\t\t<\/span>\n\t<\/span>\n<\/h4>\n
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\n\t\t[vc_column_text]<\/p>\n

Your card may be declined for one of the following reasons:<\/p>\n

– The card may be expired. Check that your card has not exceeded its validity date.<\/p>\n

– The card limit may have been reached. Check with your bank that the card has not exceeded the amount allowed for purchases.<\/p>\n

– Some of the data entered may be incorrect. Check that you have correctly filled in all the required fields.<\/p>\n

[\/vc_column_text]\t<\/div>\n<\/div>

\n\t\n\t\t\n\t\t\t<\/span>\n\t\t\t<\/span>\n\t\t<\/span>\n\t<\/span>\n\t\n\t\t\n\t\t\tSecurity during the payment process\t\t<\/span>\n\t<\/span>\n<\/h4>\n
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\n\t\t[vc_column_text]For Dr. Serrano Skincare, security in online shopping is fundamental. All transactions are carried out through secure payment systems and confidential payment data is transmitted directly and encrypted (SSL) to the entity. For payment with Visa and MasterCard only CES (Secure Electronic Commerce) transactions will be accepted. After verifying that the card is adhered to the CES system, the system will connect with the issuing bank for the buyer to authorize the purchase. When the bank confirms the authentication, the card will be charged. Otherwise, the order will be cancelled.[\/vc_column_text]\t<\/div>\n<\/div>

\n\t\n\t\t\n\t\t\t<\/span>\n\t\t\t<\/span>\n\t\t<\/span>\n\t<\/span>\n\t\n\t\t\n\t\t\tIs there a purchase limit?\t\t<\/span>\n\t<\/span>\n<\/h4>\n
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\n\t\t[vc_column_text]For security reasons, purchases over 1,000 EUR and orders with more than 20 items cannot be placed.[\/vc_column_text]\t<\/div>\n<\/div>

\n\t\n\t\t\n\t\t\t<\/span>\n\t\t\t<\/span>\n\t\t<\/span>\n\t<\/span>\n\t\n\t\t\n\t\t\tWhat are the shipping costs?\t\t<\/span>\n\t<\/span>\n<\/h4>\n
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\n\t\t[vc_column_text]Shipping costs are FREE for orders over 55\u20ac. For lower amounts, shipping costs will be charged according to the shipping address and will be indicated in the order details.[\/vc_column_text]\t<\/div>\n<\/div>

\n\t\n\t\t\n\t\t\t<\/span>\n\t\t\t<\/span>\n\t\t<\/span>\n\t<\/span>\n\t\n\t\t\n\t\t\tWhen will my package arrive?\t\t<\/span>\n\t<\/span>\n<\/h4>\n
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\n\t\t[vc_column_text]Delivery time will be 1 to 3 working days for Spain and 5 to 10 working days for the rest of Europe.[\/vc_column_text]\t<\/div>\n<\/div>

\n\t\n\t\t\n\t\t\t<\/span>\n\t\t\t<\/span>\n\t\t<\/span>\n\t<\/span>\n\t\n\t\t\n\t\t\tWhat countries do you ship to?\t\t<\/span>\n\t<\/span>\n<\/h4>\n
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\n\t\t[vc_column_text]Spain (except Canary Islands) and Europe[\/vc_column_text]\t<\/div>\n<\/div>

\n\t\n\t\t\n\t\t\t<\/span>\n\t\t\t<\/span>\n\t\t<\/span>\n\t<\/span>\n\t\n\t\t\n\t\t\tHow do I check the status of my order?\t\t<\/span>\n\t<\/span>\n<\/h4>\n
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\n\t\t[vc_column_text]You can do so by entering the My Account section or by contacting our Customer Service, Monday to Friday from 9am to 6pm, by phone (+34 960 694 305) or email(info@drserranoskincare.com)<\/a>.[\/vc_column_text]\t<\/div>\n<\/div>

\n\t\n\t\t\n\t\t\t<\/span>\n\t\t\t<\/span>\n\t\t<\/span>\n\t<\/span>\n\t\n\t\t\n\t\t\tHow do I cancel my order?\t\t<\/span>\n\t<\/span>\n<\/h4>\n
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\n\t\t[vc_column_text]You can do so by entering the My Account section or by contacting our Customer Service, Monday to Friday from 9am to 6pm, by phone (+34 960 694 305) or email(info@drserranoskincare.com)<\/a>.[\/vc_column_text]\t<\/div>\n<\/div>

\n\t\n\t\t\n\t\t\t<\/span>\n\t\t\t<\/span>\n\t\t<\/span>\n\t<\/span>\n\t\n\t\t\n\t\t\tWhat is your return and exchange policy?\t\t<\/span>\n\t<\/span>\n<\/h4>\n
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\n\t\t[vc_column_text]Of course, you can return your order as long as it is within 14 days of receipt.<\/p>\n

A) Types and delivery time<\/h3>\n

You have 14 days after receipt of your order to request a refund. Simply inform us that you want to make a return to info@sesderma.com and we will give you the instructions to follow to make the return.<\/p>\n

If you have received a defective item or an item that does not correspond to the purchase, as soon as we verify the condition of the products, we will credit you the amount of the returned items and we will assume the shipping and return costs.<\/p>\n

In any other case, the return shipping costs will be deducted from the refund amount of your order.<\/p>\n

The refund will be made in the same payment method used in the purchase and within 3 to 15 working days after we receive your package in our warehouses.<\/p>\n

Did you pay by bank transfer? In this case, we will need your IBAN code to make the refund. To do so, access the Refunds section in the My Account section. If you do not yet have an account with Sesderma.es, you can provide us with your details by sending an e-mail to info@sesderma.com. As soon as we receive this information, we will make the return. Remember that the IBAN code must belong to a bank in the country to which the order is being sent.<\/p>\n

B) Return conditions<\/h3>\n

When making returns it is important for you to know that:<\/p>\n

– Returned items must be in the same condition as when you received them.<\/p>\n

– As soon as we receive your package, we will check the condition of the items and refund the returned products. Please note that in the case of returns by post, Sesderma will not accept postage due or cash on delivery and that neither postage nor return postage will be refunded.[\/vc_column_text]\t<\/div>\n<\/div>

\n\t\n\t\t\n\t\t\t<\/span>\n\t\t\t<\/span>\n\t\t<\/span>\n\t<\/span>\n\t\n\t\t\n\t\t\tAbout our newsletter\t\t<\/span>\n\t<\/span>\n<\/h4>\n
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\n\t\t[vc_column_text]You can receive periodic information in your email with the latest news and offers from Sesdema, leaving your email address in the “Subscribe to a perfect skin” section of our website.<\/p>\n

In the “Subscribe to a perfect skin” section you can easily unsubscribe. Fill in the data and select “send”. You can also do it directly from any of the e-mails you have received.[\/vc_column_text]\t<\/div>\n<\/div>

\n\t\n\t\t\n\t\t\t<\/span>\n\t\t\t<\/span>\n\t\t<\/span>\n\t<\/span>\n\t\n\t\t\n\t\t\tHow can I recover my password?\t\t<\/span>\n\t<\/span>\n<\/h4>\n
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\n\t\t[vc_column_text]If you have forgotten your password, you can recover it by accessing “Remember password” in the registration section. You will receive an email with your new password.[\/vc_column_text]\t<\/div>\n<\/div><\/div>[\/vc_column][\/vc_row]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

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