Shipping and returns

Last updated: 20 October 2026

Shipping

We prepare every order in Madrid. Within Spain we ship with Nacex, and outside Spain with UPS. The shipping cost appears in your basket before you pay.

Delivery time

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. These are paid by the recipient and are beyond our control.

Payment methods

You can pay by card (Visa, Mastercard and Maestro), with Apple Pay or Google Pay, and with PayPal. Payment is always made in advance over an encrypted connection.

Returns: you have 14 days

You can return your purchase without giving a reason within 14 calendar days of receiving it.

To do so:

1. Email info@thelabroom.com with your order number and the products you are returning. You can also use the form at the end of this page.
2. We reply with the return address and instructions.
3. Send the products within 14 days of telling us.

You pay the cost of sending the return.

We refund the amount, including the original shipping cost, within 14 days of your notice. We may wait until we receive the products before refunding. We refund using the same payment method you used.

What cannot be returned

For hygiene and health reasons, skincare and fragrances that you have opened or unsealed after delivery cannot be returned. This exception is set out in the law (art. 103.e of Spanish Royal Legislative Decree 1/2007).

Salon gift cards and vouchers can be cancelled within 14 days of purchase if they have not been used. After that they cannot be refunded.

If something arrives wrong

If a product arrives broken, faulty or is not what you ordered, email info@thelabroom.com with a photo. We collect it ourselves and replace it or refund you, at no cost to you. All our products also carry the 3-year legal guarantee of conformity.

Withdrawal form

If you wish, copy this text into your email:

To The Lab Room Urban Spa, S.L., Claudio Coello 13, 28001 Madrid, info@thelabroom.com:

I hereby give notice that I withdraw from my contract of sale of the following products: (products)

Ordered on / received on

(dates)

Name

(your name)

Address

(your address)

Date

(date)