Envíos y devoluciones

At Criobella, we want our customers' shopping experience to be comfortable, safe and hassle-free. That is why we have designed a shipping policy that combines speed, quality and transparency.

1. Free shipping

All our products include shipping costs in the final price. This means that you don't have to worry about any additional charges: shipping is completely free for our customers.

2. Delivery deadlines

Transit time will depend on the country of destination within Europe, and deliveries are usually made within the following timeframes:

• Standard deliveries: Between 24 and 72 hours from the time the order leaves our facilities.

Delivery times may vary depending on the specific destination and the availability of the courier service.

3. Order preparation

We ensure that orders are prepared and dispatched quickly and efficiently:

• Orders received before 16:00 (local time) will be processed and prepared for shipment the same day.
• Orders received after 16:00 will be prepared and dispatched the next working day.

4. Shipping with a quality carrier

We work with a high quality and reliable courier company, which guarantees that your order will arrive safely and in perfect condition. In addition, each customer will receive a tracking number once the order has been shipped. This number will allow you to track your package in real time and know the status of your delivery at every stage of the process.

5. Shipping zones

We ship to all countries within Europe. If you require information about shipping outside this region, we recommend that you contact us before placing your order.

6. Exceptions and delays

Although we make every effort to meet estimated delivery times, there may be unforeseen delays due to external factors such as adverse weather conditions, customs regulations or transport problems. In the event of a delay, our team will be available to support you and keep you informed of the status of your order.

7. Personalised attention

We are here to help you. If you have any questions about the status of your shipment, the purchase process or any other queries, please do not hesitate to contact our customer service team. You can contact our team directly at: consultas@criobella.com

8. Returns

Return Policy
At Criobella, we work with products designed to support our customers at sensitive times. We have therefore implemented a rigorous returns policy to ensure the quality, safety and hygiene of the products we offer.

1. Products not eligible for return
Scalp cooling caps are products for personal and intimate use, designed to come into direct contact with the scalp and hair during use. Because of this, and for strict hygiene reasons, we do not accept returns or exchanges of these products, even if they have not been opened or used, for the following reasons:

Hygiene and safety guarantee: Once a product has left our control and has been sent to the customer, we cannot ensure that it has not been exposed to external agents that compromise its integrity, which prevents us from guaranteeing its suitability for future use.
Loss of product traceability: By accepting a return, we would lose control over the traceability of the item, a crucial factor in ensuring that each product meets the highest standards of quality and safety from manufacture to final delivery.

2. Damaged or defective products
We recognise that, in exceptional cases, inconveniences related to manufacturing defects or damage during shipment may occur. In these specific situations, we offer the following solutions:

The customer must notify the problem within a maximum of 5 working days from receipt of the product.
Photographic evidence (images of the product and the original packaging) will be required to assess the case and offer the best solution.
If the defect or damage is confirmed, we will proceed to offer a replacement or refund, as necessary.