Frequently asked questions
How much does shipping cost?
Mainland Spain €3.90, free on orders from €45. Balearic Islands €8.90. Canary Islands and the European Union €18. United States, Canada, Mexico, Chile, Australia, Japan and South Korea €30. You see it in your basket before you pay.
How long does delivery take?
24 to 48 hours in mainland Spain, 5 to 7 days to the Balearic and Canary Islands, and 3 to 5 days outside Spain. When your order ships we email you the tracking number. Orders to the Canary Islands and outside the European Union may be charged taxes or customs duties on arrival, paid by the recipient.
Can I return a product?
Yes, within 14 calendar days of receiving it and without giving a reason. Email info@thelabroom.com with your order number and the products you are returning, we reply with the address, and you send them within 14 days of telling us. You pay the cost of sending the return. For hygiene reasons, skincare and fragrances that have been opened or unsealed cannot be returned.
When do I get my money back?
Within 14 days of your notice, using the same payment method you used, including the original shipping cost. We may wait until we receive the products before refunding.
What if something arrives broken or is not what I ordered?
Email info@thelabroom.com with a photo. We collect it ourselves and replace it or refund you, at no cost to you.
When is my purchase confirmed?
When payment is complete we email you a summary: that email confirms the purchase. You can correct any detail before you pay.
Where do I enter a discount code?
In your basket. Type it exactly as it appears, as codes are case sensitive. Codes cannot be combined in one order unless the promotion says so.
How do gift cards work?
They are for treatments at The Lab Room, Claudio Coello 13, and some are for a specific treatment, such as a massage or a facial. They arrive by email, are valid for one year from purchase and cannot be exchanged for cash. If you have not used it, you can cancel it within 14 days of purchase.
How do I book a treatment?
From "Book your treatment" on the spa page: choose your treatment, day and time in our booking calendar and you will get a confirmation by email. If you would rather we helped, call us on +34 914 31 21 98 and we will suggest the ritual that suits you best.
Where are you and what are your opening hours?
At Calle Claudio Coello 13 bis, 28001 Madrid. We are open Monday to Friday from 11:00 to 20:00 and on Saturdays from 11:00 to 19:00. Closed on Sundays.
