Frequently Asked Questions
Find answers to the most common questions about orders, shipping, returns and products. If you can't find what you're looking for, contact us.
Orders & shipping
How long will my order take to arrive?
Orders are prepared within 1 to 3 business days. Once prepared:
- Spain and Portugal: 24 to 48 hours.
- European Union: 1 to 2 business days with DHL Express.
- United States and Puerto Rico: 2 to 5 business days with DHL Express Worldwide.
- Switzerland, United Kingdom, Norway and the rest of Europe outside the EU: 2 to 5 business days.
Orders ship on business days only.
How much does shipping cost?
- Spain and Portugal: free shipping.
- European Union: free from €150.
- Switzerland, United Kingdom, Norway and the rest of Europe outside the EU: free from €180.
- United States and Puerto Rico: free from $250 (€216).
Will I have to pay customs duties?
For the United States and Puerto Rico, import duties and taxes are calculated and charged at checkout, so you will pay nothing on delivery. Shipments to Switzerland, the United Kingdom, Norway and other non-EU countries require customs clearance.
Can I collect my order in store?
We do not offer in-store collection. All orders are shipped to the address you provide.
Returns
Can I return a product?
You have 30 days from receipt to request a return of an unopened item with its seal intact, in its original packaging and with proof of purchase. For hygiene reasons, opened or used cosmetics cannot be returned unless they are defective. Email us at hello@sofiabertrand.com before sending it and we will guide you through the steps. See the full conditions in our returns policy.
My order arrived damaged or incorrect
Please check your order on receipt and contact us immediately at hello@sofiabertrand.com so we can resolve it.
Products
Where are Sofía Bertrand products made?
Our formulas are made in Spain, France and Switzerland.
What do peptides do?
Peptides are messengers that help the skin activate its renewal processes, for a firmer look and softer wrinkles. Discover our peptide skincare.
What are exosomes in skincare?
They are natural vesicles that carry signals between cells. In our formulas, Swiss exosomes reinforce skin regeneration and firmness. Discover our exosome skincare.
Do you have products for sensitive skin?
Yes. See our selection for sensitive skin or write to us and we will recommend a routine.
How do I choose my routine?
Our team offers personalised advice by phone or WhatsApp on +34 679 78 47 35 or by email at hello@sofiabertrand.com.