Delivery period: If you are in Spain, you should receive your order within a period of 8 working days from purchase and payment. If you are outside of Spain, the time will vary depending on the final destination.
Where do we deliver? You can receive your order in Spain (Peninsula, Canary Islands and Balearic Islands), in countries of the European Union and outside the European Union.
Delivery cost: The delivery cost will be shown in your shopping cart and will depend on the delivery address you choose.
Customs and taxes The only tax added will be for VAT in Spain. Other taxes are not included in the cost, so such costs will be borne by the customer upon receipt and/or arrival at customs, if appropriate.
Why? The skin of each person is unique and therefore we give you the ability to customise your own face cream. You can design your cream in two ways.
How can I design my own cream?
a) with the DIAGNOSTICS option offering specialised technical advice
b) According to YOUR OWN TASTE without advice, by adding the ingredients you need.
Can I make my cream by adding my own compounds? Yes, by selecting YOUR OWN TASTE without advice on the home page
How do I know what type of skin I have? On the first screen of "design your own cream", you will find a link called "I don't know". The main features of each skin type will be displayed; choose the one that best fits the description of your skin.
How many signs can I select? You can choose from 1 to 5 skin signs to try to design your cream.
What happens if I have an allergy to any compound? After designing your cream, you will find details about all the compounds in the cream with their INCI. If you are allergic to any of them, you can choose the option "Choose according to my taste" to remove those ingredients you are allergic to.
What happens if I want to create a day cream with high sun protection? By creating a cream with SPF 50, you should realise that the final texture will be denser, more viscous and white.
How long will the product last once opened? The recommended shelf life for each of our creams is indicated by a simple pictogram. Generally, it varies from 6 - 9 months and is identified with the acronym PAO (Period After Opening)
How much will my own customised cream cost? Each customised cream has a different price according to the quantity, concentration and selection of ingredients.
Using gift cards Where do I enter my discount code? After designing your cream, you will get to the payment screen. Here you must enter your gift card code in the appropriate field. After entering the code, click on the "Add Gift Card" button.
Gift Card How I can buy a gift card? Click on "gift card" on our homepage. You will be taken to the page to complete the fields with your preferences. When you finish, click the button "Add to Cart" and make the payment by following the steps.
Can I make changes to my order? You can make as many changes as you want before making the payment. Once payment is made, you cannot make any changes. For any additional questions, please send an email to email@example.com.
If I want to cancel my order, what should I do? You cannot cancel your order once payment is made as the product will be in production. However, if you email us at firstname.lastname@example.org within 2 hours, we can check whether or not the product is in production. If it is not in production, we can cancel the order but will not return the amount. This amount will be available for future orders.
I have had an allergic reaction. What I can do? Before purchasing, you must check the ingredients of your cream by reading them. However, we have a specialist Technical Department in CocoloonÂ® to make enquiries, analyses and provide a solution. Email us at email@example.com and we will attend to your query, and recommend you visit your doctor to identify which ingredients caused the allergy. Please be aware that that CocoloonÂ® will not accept exchanges or returns for those reactions which are independent of good manufacturing practice and depend on the sensitivity of each user.
Can I use the products if I have a dermatological problem? If you have a dermatological problem, it is best to consult your doctor before using a particular product, cosmetic ingredient or certain compounds and before making your purchase.