Terms and Conditions of Use

Isabel Solís Coto, with ID number 53559943-G, company’s permanent address at c/ Marqués de Urquijo 14-bajo, postal code 33203 in Gijón, email address info@poetics.es. Any purchase of a product present in the web online shop (from now on www.poetics.es) requires previous enquiry and acceptation of these sales terms and conditions. Any purchase and ordering from this website implies that you have read and accepted these conditions of sale.


These general conditions are intended to define rights and obligations of both parties for the online sale of products proposed by the seller to the consumer.

Methods of payment

All purchases made in the online store have three payment methods: Bank Transfer, with VISA, MAESTRO, MASTERCARD, or by Paypal.

Minimum Purchase Age

The minimum age to place an order on the Poetics Skins Sensations website is 16 years. Minors of that age may not place orders on our website. Orders that violate these conditions will be canceled and the money refunded.


All our products are made in small fresh batches and we do not stock large quantities to ensure maximum freshness and efficacy when you receive them. For this reason, we try to send our orders within 24 to 72 hours on working days from the moment your order is accepted and payment is received and authorized. If in any case, this were not possible and there is a delay in shipping an article, we will inform you by email. 

Please understand that shipping time is counted from the moment the package has been shipped and not from the moment we received the order. You will receive an email confirming your order and a second email once we have sent your order. Make sure that all delivery address details have been entered correctly. Once sent, we can not modify the delivery details.

The shipping will be done through MRW with tracking number and delivery without signature. If you prefer certified shipping through MRW, an additional charge will apply. Contact us before requesting this option. 

Whichever form you choose, we will provide you with a link so you can track your order online. 

Shipping costs include handling and packaging costs, as well as postal expenses. The handling costs have a fixed price, while the transport costs may vary according to the total weight of the package. We advise you to group all your items in one order. We cannot combine two different orders, and the shipping costs will be applied for each one individually. Shipping costs will be free for purchases over 70 euros throughout the Spain.

AmountSpainBalearic IslandsCanary IslandsEuropean UnionRest of EuropeNorth AmericaSouth America
0-70 € 5 € 9 € 12 € 18 € 28 € 35 € 47 €
70-120 € 0 € 0 € 12 € 18 € 28 € 35 € 47 €
120-180 € 0 € 0 € 0 € 18 € 28 € 35 € 47 €
180-250 € 0 € 0 € 0 € 0 € 28 € 35 € 47 €
250-300 € 0 € 0 € 0 € 0 € 0 € 35 € 47 €
300-400 € 0 € 0 € 0 € 0 € 0 € 0 € 47 €
400 € 0 € 0 € 0 € 0 € 0 € 0 € 0 €


POETICS products are made entirely by hand and are often prepared as soon as we receive the order. This way we ensure it reaches you as fresh as possible. Due to this, it is not possible for us to accept exchanges or refunds as it would affect the effectiveness of the products. We are sure that you understand.

All packages are checked thoroughly before shipment, but if your product arrives damaged, broken or you receive an incorrect item please contact us. Write to our email info@poetics.es within 48 hours after receiving the package and send us a photo of the damaged items. Once the claim is received, we will proceed to make the exchange for a new article, the correct article or make the refund of the amount of the article.

Order confirmation

Current information will be provided to the email address indicated by the buyer, after receiving the order notification.

Confirmation and proof of payment

The records stored in the systems of the company Poetics Skin Sensations, in appropriate conditions of safety, are considered as a proof of communication, orders and payments between the parties.  Reliably and permanently stored purchase orders and invoices can be used as proof of purchase.

Product information

Great effort has been made to ensure the accuracy of the information present on www.poetics.es or its suppliers. However, Poetics Skin Sensations is not responsible for the consequences, incidents and damage resulting from the electronic transmission or the accuracy of the information transmitted, even if Poetics Skin Sensations is aware of the possibility of such damages. The product and manufacturer´s names and brands are used only for identification purposes. All photos, descriptions and prices are not contractual. 

Period of validity of offers and prices

Special offers, promotions or discounts will be valid until the indicated date or until the indicated stock is sold out. The same applies for the prices indicated on the website at the time of its visit.

Transport costs and delivery terms

The products are delivered to the address indicated by the consumer in the order form and only in the geographical destinations specified in the delivery methods. All products are shipped in perfect condition. The consumer must notify the logistics company (or the postman) in case of any trace of impact (holes, traces of crushing, etc.) to the package, and, when appropriate, reject the package.

An identical product will be shipped free of charge. Returning a package that has been damaged during transportation and has been collected without notifying said damage at the time of receipt, may not be taken into account. As with any shipment, there may be a delay in the delivery or a loss of a package. In this case, the logistics company will be contacted to initiate an investigation. All necessary efforts will be made, during the necessary time, to find the package. In such case, the seller will be refunded by the logistics company and a new identical package will be delivered without further costs. For our part, we refuse liability related to changes in delivery terms caused by the logistics company, especially in case of loss of products, weather conditions or strikes.

Delivery problem by a logistics company

The consumer must inform Poetics Skin Sensations, the same day of the delivery or at the latest the first business day after delivery, of any type of claim due to a delivery error and / or non-compliance with the products received, with respect to the information provided in the order form. After this period, all claims will be denied. The claim shall be directed to Poetics Skin Sensations located at c/ Marqués de Urquijo 14-bajo, PC 33203 in Gijón. The consumer must send a copy of the letter to c/ Marqués de Urquijo 14-bajo, CP 33203 in Gijón. Without this, no exchanges will be made.

Delivery error

The consumer must inform Poetics Skin Sensations, the same day of the delivery or at the latest the fourth business day after delivery, of any type of claim due to a delivery error and / or non-compliance with the products received, with respect to the information provided in the order form. After this period, all claims will be denied. The claim shall be directed to Poetics Skin Sensations located at c/ Marqués de Urquijo 14-bajo, CP 33203 in Gijón. Any claim not made according to the rules defined herein described will exempt Poetics Skin Sensations from all liability vis-à-vis the consumer. Any claims made according to the terms mentioned above and after the indicated period, will not be considered and Poetics Skin Sensations shall not be liable with respect to the consumer. In case of error in delivery or exchange, any product for exchange or refund must be returned to Poetics Skin Sensations in perfect condition and in its original packaging, to the address at c/ Marqués de Urquijo 14-bajo, CP 33203 in Gijón. Shipping costs are covered by Poetics Skin Sensations, unless it is proven that the product does not correspond with the original statement made by the consumer, as to ensure a correct exchange.

Product warranty

The provisions of these conditions cannot deprive the consumer of the legal guarantee obligating the professional seller to provide a guarantee against any defect of a sold product. The warranty period is two years (2 years). All products repaired or modified by the consumer or by any other company other than the suppliers selected by Poetics Skin Sensations are excluded from this warranty.

Right of withdrawal

The withdrawal period that the Law grants the consumer in case of purchase of goods is fourteen (14) business days from the date of receipt of the order. During this period the customer may return, on its behalf and without penalty, the products that do not suit him. In such case the customer can choose between the refund of the amount paid in exchange for the return of the products, or an exchange of the ordered products. It is understood that the products returned by the customer, at his expenses, must be in good conditions, such as when delivered by the Poetics Skin Sensations. Only the prices of the product or products purchased will be considered, with the condition that the products are returned complete in their original packaging and in a state similar to their state of origin. No refund will be accepted if you have not previously contacted our services by e-mail (info@poetics.es). In the absence of this agreement Poetics Skin Sensations will reject the receipt of any product that is returned incompletely.  In any case, the expenses and risks of the returns are charged to the customer. Returns will be made to the address c/ Marqués de Urquijo 14 - bajo, CP 33203 in Gijón - The right of withdrawal cannot be exercised for: products returned by the consumer that are incomplete, deteriorated, damaged or dirty. Once the package is received by our services, the refund will be made.

Force majeure

Neither party shall be liable for the total or partial failure or a delay in fulfilling of its obligations under this contract caused by external causes outside its control (Force Majeure). It is considered that within the Force Majeure clause following must be included without limitation: war, riots, insurrection, severe disruptions in internet security, technical failures, unauthorized access and / or intrusion into the servers of the website, strikes of all kinds and telephone or computer failures. If one of the parties mentions a Force Majeure, it must notify the other party within ten working days, about the event or the impending event of said case. The parties agree to maintain communication in a timely manner, to jointly determine the terms and conditions to fulfil an order, if a Force Majeure event were to occur. After one (1) month of interruption due to a Force Majeure, Poetics Skin Sensations may decide to cancel the order(s), in which case it shall refund the consumer, if the situation applies.


If one or more provisions of these Terms and Conditions is deemed or declared invalid according to the law, regulation or following a final ruling by a court with jurisdiction, the other provisions will retain their scope and an absolute validity.


If a party does not indicate that it cannot meet one or more of its obligations listed in these general conditions, it is obliged to fulfil such obligation.

Applicable legislation

The present conditions will be governed by Spanish legislation, which will be applicable to what is not provided in this contract regarding interpretation, validity and execution. In case of dispute or claim, the consumer will mainly address Poetics Skin Sensations to find an amicable solution.

Confidentiality and data protection

In compliance with the provisions of Law 15/1999 of December 13th - Protection of Personal Data, the personal data provided by the consumer will form a part of Poetics Skin Sensations customer files, whose aim is to maintain the contractual relationship, control and management of sales and of related payments. Poetics Skin Sensations shall treat such data with the utmost confidentiality and agree not to use them for a purpose other than that for which they were collected, as well as storing them with appropriate measures to ensure their safety and avoid its alteration, loss, or unauthorized access. Poetics Skin Sensations agrees to keep professional secrecy regarding the aforementioned personal data, even after the contractual relationship has ended. Buyer authorizes Poetics Skin Sensations to retain their data for a period of five years after the contractual provision. Buyer has the possibility to exercise their rights of access, rectification, cancellation and opposition by sending a written communication to the attention of Poetics Skin Sensations or through the website, section "My Account".

Regulation of disputes

Any orders placed through the online shop www.poetics.es is with the consumer’s agreement, without limitations, with Poetics Skin Sensations conditions of sale. These conditions of online sale are subject to Spanish law. In case of any dispute, competence is assigned to the competent courts of Poetics Skin Sensations permanent address despite multiple defendants or a guarantee call.

Returns and Exchanges

We've manufactured our products with all the affection and professionalism, applying intense quality controls. However, if there is any problem with your order, you have 14 days from its reception to return it completely free of charge.

To do this, fill out the contact form and we will contact you to set a date when a messenger picks up your order, which must include its original packaging.

Form submission: You can fill in the online form and we will inform you by email as soon as we have received it. You can also send us this form by email or certified post mail, with your signature and the date of shipment (date of post mail or email).

Returns: You have a maximum of 14 days after sending your request to send us the products you want to return. Products must be returned in their original condition, including the packaging.

Refund: Refund will be made within 14 days after the receipt of the products in their original condition.