Orders

How do I place an order?^[a]

It's very simple. 😉 You add products by clicking on <<Add to cart>>, it will automatically open, and from there you can close it with the X in the upper corner to continue adding other products or click on <<Checkout>>.

 

You are now on your order summary; all that's left is to add your email, delivery, and payment details and click on <<Pay now>>.

 

Remember, if you have any available coupons, you must add them before finalizing the order. 😉

 

Do you have physical stores?

We don't have Two Poles stores as such, but we are in many Pharmacies throughout Spain and even in some El Corte Inglés and Júlia perfumeries. 😉 We also know that all the people who work there know a lot and always offer you the best possible advice.

 

In fact, we make sure to provide them with all the necessary training on our products so they can help you just like any of us at TWO POLES would, and they are also lovely. 💖

 

You can find the nearest one to you here.

 

And if, for some reason, none are close to you, 🥹 we are always happy to help you via the contact form, email, WhatsApp, or Instagram. ^[b]

What payment options are available?

We offer payment by card and PayPal for secure and fast payment, and also Scalapay if you want to split the payment. 😉

 

You also have the express payment option with Shop Pay, PayPal, Apple Pay, and Google Pay.

And if you want to pay in cash, you can check if any of our points of sale are near you here.

 

Can I buy without creating an account?

Of course! You don't need a customer account to place an order; just fill in your email, shipping, and payment details, and you're done!

What do I do if I forgot my password?

It's very simple: when you go to log in, click on <<Forgot your password?>> and it will redirect you to enter your email so we can send you an email to recover your password. 💌^[c]

 

Discounts and coupons

 

Are there any active discounts or promotions?

If there is an active promotion, it will appear at the top of the screen. 🤭 If you don't see any active right now, don't worry! You can sign up for the Newsletter and get a 10% discount on all individual products. And remember, all packs already have an active discount. 😋

 

I haven't received the Newsletter coupon

If you can't find the email in your inbox, check your spam folder; sometimes, because it's a coupon, it's detected as junk mail. If you can't find it there either, write to us via the contact form, email, WhatsApp, or Instagram^[d], indicating the email address you used to sign up, and we'll check it right away. 💌

 

How do I apply a coupon or gift card?^[e]

Simple, in the order summary, you'll see a box that says <<Discount code or gift card>>. Type it in there, making sure all the letters and numbers are correct, without spaces before or after, and click on <<Apply>>. It will automatically apply the discount and deduct the corresponding amount. 🥰

What are the conditions for applying a discount code?

It depends on each coupon. If it's a coupon we sent you by email, the conditions of use for that coupon are specified at the bottom of the email.

 

However, in general, none of them can be combined with other coupons or discounts, so if you have more than one, our advice is to apply the one with the highest discount. 🤭

I forgot to apply the coupon before finalizing, how can I fix it?

Don't worry! Everyone can make a mistake. Write to us via the contact form, email, WhatsApp, or Instagram^[f] with your order number and the coupon you wanted to apply, and we'll apply it for you. ❤️

Shipping

Do you ship worldwide?

Almost, almost worldwide. You can find all the information here^[g]. 🗺️

 

If you're unsure if we deliver to your area, write to us via the contact form, email, WhatsApp, or Instagram^[h], and we'll check together.

How long does shipping take and what does it cost?

It depends quite a bit on the shipping area. In mainland Spain, for example, the delivery time is usually 48/72 hours once it leaves our warehouse, and it's free for orders over €55.

 

You can find the details here^[i][j].

 

Can I pick up my order at a collection point?

Yes, when you enter your address at checkout, a list of the closest collection points will appear so you can choose the most convenient one. 💌

 

Can I change my delivery address after placing the order?

Yes, but speed is key, as we can only make the change if the order has not yet been shipped. So write to us^[k] as soon as you realize you need to make the change, specifying your order number and the correct address so we can modify the details.

 

If the order has already been shipped, we will notify the shipping company and try to have them make the change; however, once it has been prepared, it is more complicated, so there may be a delay in delivery or it may be necessary to deposit it at a collection point. ❤️

How can I track my order?

As soon as the order leaves our warehouse, we send you an email from which you can track it. In addition, the shipping company will also send you updates so you know where your order is at all times.

 

If you can't find this email, even in spam, write to us and we'll look for it for you. 🥰

 

Cancellation, modification, returns, and incidents

 

I haven't received order confirmation and/or shipment, what should I do?

Oh no! If you've already checked your inbox and spam and can't find the confirmation, write to us^[l] and provide your full name and the email address you used to place the order.

 

There might have been a small mistake in the email (for example, .con instead of .com) and that's why you haven't received it. We can then modify it and send it to you. 💌

Can I modify or cancel the order after placing it?

As long as the order has not been prepared, we can make all necessary changes. Add or remove products, change the address or details, but it's important that you notify us as soon as possible. Write to us via the contact form, email, WhatsApp, or Instagram^[m] with your order number and the changes you need to make, and we'll handle it as soon as possible.

My order is taking too long.

Oh dear! We're very sorry to hear that. There are times of the year when some delays are unavoidable, such as during Black Friday or our anniversary. 🙏 But to put our minds at ease, if you see that a few days have passed and you haven't heard about the shipment or received a notification from the carrier, write to us^[n] with your order number and we'll check it right away. 💌

Can products be returned or exchanged?

Yes, as long as the order has not been shipped, we can make changes to your order. But if the order has already been shipped or you have already received it, there is no option for exchange but there is for return.

 

To return any product, you must write to us at hello@twopoles.co (without the final m) indicating your order number and the products to be returned within 14 calendar days of receiving the order. It is also necessary to attach photographs clearly showing the names on the boxes and the security seal.

 

We will reply to you immediately and explain how to do it. ❤️

 

 

What should I do if I receive a damaged or incorrect item?

First of all, we are very sorry. 🙏 Please write to us as soon as possible at hello@twopoles.co (without the final m) and tell us what happened, indicating your order number and sending us photos showing the shipping label, the products received, and/or any damage. This way, we can manage the incident and resolve it as soon as possible. 💌

 

Products and routines

 

How can I find the ideal TWO POLES routine for my skin?

We have an ideal tool for you to find the products that best suit you, the routine finder^[o], designed by Anna so you can have your ideal Two Poles routine in just a few clicks.

 

The routine finder asks you everything it needs to know, just like we would, to recommend the products that will best address your skin's needs and gives you the option to create a simpler or more complete routine to also fit your lifestyle. ❤️

 

However, if after using the routine finder you want more information about a product or have any other questions, we love to build routines with you, so don't hesitate to write to us^[p], we will respond immediately.

Do the products have an expiration date?

Yes, all products have an expiration date of 1.5 to 3 years unopened. However, once opened, it is important to pay attention to the PAO (Period After Opening) or the recommended use-by date once opened. This is indicated on the packaging with an open jar symbol and the number in months. ^[q]

Are they suitable for all skin types?

Yes, they adapt wonderfully to all skin types, and we formulate them to be very gentle on the skin, so all of them are tested on sensitive skin. Because you can be effective yet gentle with your skin. 🫶

Are they suitable during pregnancy and lactation?

The only products we do not recommend during pregnancy are Night Serum and Smart Eye Cream because they contain retinol. The rest of the products can be used safely, and retinol can be reintroduced during lactation. 😊

Can I use these products if I have allergies to certain ingredients?

 

We know that allergies are delicate and very personal. That's why we have the complete INCI on each product page, including the percentage of the main active ingredients, so if you know there's an ingredient your skin doesn't tolerate well, you can check if the product contains it or not. ❤️

Other questions

 

Can I try the products before ordering?

Although we include at least one sample with all orders, we do not sell samples as such. However, we have many points of sale where they always have testers and samples. You can find the closest one to you here^[r].

What do I do if the product I want is out of stock?

We are working to get it back as soon as possible. 💪 Usually, you have the option to leave your email in a box, so we'll notify you by email as soon as we have it back in stock. Thank you in advance for your patience!

 

If you are subscribed to the newsletter, we will surely notify you there too, and you can follow us on our social media where we also provide updates and notify you about the return and launch of all products. 💌

How can I leave a review for a product?

You'll see it's very simple. You just have to go to the product page where you want to leave a comment, scroll down past the product description, main ingredients, and frequently asked questions until you reach the review section. Right below, there's a box that says <<Write a review>>. A drop-down menu will open, and you just need to add the information, click <<Submit rating>>, and you're done.^[s] 

 

Thank you so much for wanting to share your experience and help others decide! ❤️

I want to work at Two Poles, where can I see vacancies or send my CV?

How great that you want to be part of the team! You can send us your CV to hello@twopoles.co (without the final m) so that as soon as we have an open position, we can write to you, if the profile fits. Thank you very much and good luck! 🍀

I want to distribute your products in my Pharmacy.

How exciting! We love being physically present in more and more points of sale. Write to us at hello@twopoles.co (without the final m) ^[t] and tell us where you are and a bit about your space so we can respond and tell you more about us and our products.

I have more questions, how can I contact you?

 

We love staying in touch with all of you, so you can write to us using the contact form, by email, on Instagram/Facebook, or via WhatsApp^[u]. We look forward to hearing from you ❤️