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HAS COMPRADO BIEN!

Help

HELP TO BUY

Welcome to our help section to buy. Here you will find all the information you need to buy in our store and you can see all your questions.
If you require more information, please contact us through our customer service phones 923 22 28 82 from 8:30 a 13:30 and 16:30 a 20:00 from Monday to Friday , or by sending an email to [email protected]

MY ACCOUNT

In the section of my account you can access your personal data, change your shipping address, modify your passwords, check your orders and view the items stored in your cart. Remember that to access your account you must be registered.
Change the contact information and shipping address: enter in my account section click on "chanhe shipping adress"
To chanche your password: enter in my account section click on "change password"
In your orders section you will be able to see your orders state

HOW TO BUY

Buy in SWEETSOUL.ES is easy and it is done in four simple steps.

Step 1. Select your product:

Access our online store: either through the homepage or the promotional e-mails we send.
Remember that To buy in our store you must be registered. If you are not yet registered, you can do it here.
Select the products you want to buy by clicking on Add to basket You can add as many products to your car as you want. Once you have selected everything you want to buy, check that your cart contains the selected items (see shopping cart) and if the content is correct, click "buy"

Step 2. Confirm your data:

Check that your personal information and the shipping address are correct. Remember that You can put a different shipping address to your customer account.

Step 3. Payment:

Review the selected products and enter the details of your CREDIT / DEBIT card or use the PayPal system to proceed with the payment.
We remind you that All payments are made under the highest standards of security and confidentiality. As soon as your payment is made, you will receive an e-mail with the confirmation of your order.

Step 4. Order status:

In the section "My account/My orders" You can follow all your orders.

SHIPPINGS AND RETURNS

SWEETSOUL.ES is responsible for packaging each item with great care to ensure the reception of the item in perfect condition.
Shipping terms (Peninsule-Portugal): The usual delivery period ranges between 2 and 4 business days, counted from the date of receipt of the informative email of the shipment. The maximum term established for deliveries is seven (7) days, except in the case of products and services with special conditions, which are detailed at the time of purchase.
In international shipments the delivery period will be longer, with a maximum estimated period of 12 days.
Shipping cost:The shipping costs depend on the characteristics of the item (weight-size) and you will be able to see them before making your purchase. For more information, check our conditions of use, where the stipulations referring to it are determined.
Shipping zones: We ship to whole Spain including Baleares and Canarias. We also ship to Europe.
Collection of articles in our premises is not allowed, unless expressly stated in the description of the article.
If upon receiving your purchase you are not satisfied with any of the products, You can return it within 14 days after receiving it and we will refund your money.
Reason for the return: You can return an order or product voluntarily if for any reason it does not meet your expectations. The reasons for voluntary return include that the product you no longer like, or it does not fit you, or you have made a mistake or you just do not want it anymore. In all these cases the product or order is in perfect condition, but the buyer no longer wants it, so the shipping costs of the return are borne by the buyer.
In the case where your order or product purchased has a defect or a shipping error has occurred, the return costs are borne by SWEETSOUL.ES. In these cases, contact us at [email protected] or through our customer service numbers 923 22 28 26 to receive instructions on how to return.
Processing time: You have 14 days to return a product or order from the date you received it.
Return process: You must communicate the return by email to [email protected] to receive instructions about the return process.
Status of the package: The returned product or order must be in perfect condition. SWEETSOUL.ES does not accept returns of defective or damaged products. It must be sent with the original packaging and labeling, or in its defect in a similar format that guarantees the return in perfect condition.
Review of the return: Once we receive the return, the product will be inspected by SWEETSOUL.ES staff to check its status.
Payment of the refund: Once we receive the return in our stores and check the status of the return we will proceed to pay the corresponding amount. Within 72 hours you will see the income reflected in the statement of movements of your credit card or bank account if you paid with a debit card. For payments made through PayPal, the procedure is the same as in the previous cases. Also, if the income was made from a bank account also You will receive your payment in 72 hours.
SWEETSOUL.ES is committed to providing its users with all the information available to them about the products for sale, providing advice for the optimal use of their platform and providing information on the status of their purchases at all times.
For this we put our customer service numbers at your disposal 923 22 28 26 from 8:30 a 13:30 and 16:30 a 20:00 from Monday to Friday as well as the email [email protected]

SECURE PAYMENT

SWEETSOUL.ES has the necessary technical means to guarantee the security and privacy of our users throughout the purchase and payment process. Likewise, SWEETSOUL.ES has commercial agreements with the following companies and entities of recognized prestige in the management of security and means of payment on the Internet: CEISS (CAJA ESPAÑA DE INVERSIONES SALAMANCA AND SORIA SA.) And PAYPAL.
With SWEETSOUL.ES your purchases will be safe because:
  1. SWEETSOUL.ES will not know or store data or information about the means of payment used.
  2. The transmission of data relating to the means of payment used will always be encrypted and therefore can not be intercepted on the Internet by third parties.
  3. The information of the means of payment will be processed directly by the specialized entities with which we collaborate: CEISS and PAYPAL, which also have the most advanced means to guarantee the security and confidentiality of their data.
SWEETSOUL.ES accepts for purchases made in www.sweetsoul.es with the following means of payment:
  1. Payment by credit or debit card
    2. The bank cards accepted are: MasterCard Debit, Maestro, MasterCard Credit, MasterCard Company, Visa Credit, Visa Debit and Visa Company. The purchase price will be charged to the card used at the time of final verification of the purchase by the user. In the event that the Virtual POS (Point of Sale Terminal) informs of the denial of the card, the order will automatically be canceled, informing on-line the customer of said cancellation. The buyer will receive an email after making the payment in which he is informed of the order confirmation.
    The user must ensure the correct introduction of all payment information by bank card in the payment form provided for this purpose. Likewise, the user must take the necessary measures to guarantee the reliable use of his bank card in the payment process.
  2. Payment with PAYPAL
    3. SWEETSOUL.ES also supports PAYPAL as payment method. For this, during the purchase process, the user will be redirected to the PAYPAL page to enter their registration data in that service, confirming the payment during the process. Subsequently, the user will be returned to the website of SWEETSOUL.ES where you will see the confirmation of your order online. The buyer will receive an email after making the payment in which he/she is informed of the order confirmation.
    For your security SWEETSOUL.ES has relied on the payment system by credit and debit cards of CEISS, through the use of its payment gateway on the Internet Virtual POS. Said payment gateway performs the necessary checks to guarantee the authenticity and security of operations.
    The data of the cards introduced are encrypted and transmitted securely to the bank's servers and, subsequently, they are verified with the issuing bank to avoid possible fraud and abuse.
    This data entry procedure is guaranteed by SSL (Secure Socker Layer) - 128 bit encryption technology, one of the most advanced and effective protection systems currently available, thanks to which, no third party will have access via Internet to this relative information to the bank details entered by the customer.
    This encryption is also provided, during the process of registration and confirmation of the purchase by the user, through digital certificate technology, which also allows users to verify that the site www.sweetsoul.es belongs and is registered by PRODUCTOS CUBERO S.L.
    In the case of payments with PAYPAL, the payment data and the registration in the PAYPAL user account will also be made through the introduction procedure with 128-bit SSL 2013 encryption technology, directly provided by PAYPAL.
    Only CEISS through its VIRTUAL POS (https://comercios.ceca.es) AND PAYPAL have access to the banking data linked to these means of payment, so that SWEETSOUL.ES does not know or record this information during the payment transaction. Subsequently CAJA ESPAÑA DE INVERSIONES SALAMANCA Y SORIA SA. o PAYPAL will provide identification data of the payment to SWEETSOUL.ES through the so-called bank statements in order to perform the accounting of the transactions.
    In case of return of a product, SWEETSOUL.ES will proceed to the corresponding refund, as indicated in the Conditions of Use. Said refund will require access to the management tools made available by CEISS or PAYPAL to make the refund. SWEETSOUL.ES, in no case will store information relative to the means of payment used by the buyer.
    The Company acquires the commitment to the extent of its possibilities, to have updated the information collected from the Users themselves. For its part, the Company will not be responsible for the veracity of the personal data provided, the User being the sole responsible party. Yes, it will have the faculty to verify them when it considers it appropriate.
    The Company informs Users of the possibility, if they so wish, to access, rectify, cancel, and where appropriate oppose the personal data held by the Company.
    For the exercise of the aforementioned rights as well as any others that may be of interest, you may do so by personally addressing the file at the following address by means of a certified letter:
    Productos Cubero SL - B37388477 - (www.sweetsoul.es) , c/América 12, Polígono Industrial Los Villares, 37184 Villares de La Reina, Salamanca, España.
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