FAQ Preguntas frecuentes

 
pedidos

How can I order at Cebanatural?

There are two ways to order at Cebanatural.com:

How much are the shipping cost?

Shipping cost:
  • Order above 80,00€ are send without shipping charge in Spain.
  • Orders below 80,00€ are charged with 6,00€ shipping cost.
  • The minimum order amount is 25,00€.
For orders to the Canary Islands, Balear islands and internacional destinations see: Shipping charges

How long do I have to wait for my order?

The delivery time depends on the delivery form selected:
  • Messanger (MRW - SEUR)
    If we recieve your order before 16h, it will be send the same day and delivered the next working day within Spain.
    To Canary and Balear Islands in 24-48horas
  • Correos
    Normally your order will be delivered within 2 to 5 working days. If you are not present at the time of delivery the postman leaves a note for you to pick up the parcel at your local post office.
When your order has been shipped, you will receive an Email with the corresponding tracking code. You than can check the actual delivery state of your order on the internet with a direct link to the shipping company.

How can I check the actual state of my order?

When your order has benn shipped,you will receive an Email with the tracking code and a direct link to the page of the shipping company.

As a registered client you can check your order status at Cebanatural.com: Your account - Order history - Tracking

What happens if a product is not available?

In case the ordered products are not available, we preserve the right to send the complete order when all prodcts are available. You can see the availability of the prodcuts on the corresponding product page before ordering.

If I made an order - How can I add or change a product?

Once we recieve your order it is checked by our staff and its stage is changed to "PREPARING". At the same time you will recieve an Email informing of any change in delivery stage.
If your order has not yet passed on to the state PREPARING, you can contact us and we might still be in time to modify your order. To contact us click here: Contact.

If you are a registered client you can select the order in the contact form to speed up the process.

I want to cancel my order - How can I cancel it?

Contact us as soon as possible via the Contact form and let us know that you would like to cancel your order.

If you are a registered client pleas select you order in the contact form to speed up the process. If yoy are not a registered client, please indicate the order number.
*We cannot cancel any orders which have passed to order stage "SENT"

I need an invoice for my order - How can I print a valid invoice?

You can print your invoice directly from Cebanatural.com.
You only have to access your account with your EMAIL and your PASSWORD and access:
Your account - Order histroy - Print invoice

In case you cannot print your invoice, please contact us and we send it to you.
envio

I completed an order - Why didn´t I recieve it, yet?

Please check that you correctly completed the order. If your order has been completed correctly, then: In case you did not receive an order confirmation and you cannot access your order in your account, than most likely your order has not been completed correctly and we didn´t recieve it.

Please check if your order has been sent. If your order has been sent, than:

If you did not receive an order confirmation nor a sent confirmation, than please contact with us to investigate what happened.

Do not hesitate to contact us if you are not sure what happened with your order >> Contact

How can I check the delivery status of my order?

When your order is shipped you recieve an Email with the Tracking code and a direct link to the shippers web page to consult the current shipping state.

As registered client you can also consult the shipping state of your order in Cebanatural.com:
Your account - Order history - tracking

My order has been send with Correos. Why didn´t I recieve a notification?

Correos only makes one delivery intent. In case you are not at home during this delivery intent, the postman leaves a notification in your letterbox for you to collect the parcel at your local post office.
In exeptional cases it has happened that you do not recieve this notification. If you suspect this has been the case, we recomend that you consult the delivery state via the direct link on the sent Email you recieved or directly at www.correos.es, indicating the tracking number.
If in Correos it has been in the state En proceso de entrega for 2 days or more, we recomend taht you consult with your local post office, indicting the tracking number to.

As registered client you also can consult the delivery state at Cebanatural.com in:
Your account - Order history - Tracking
reclamaciones

I received my order incomplet. - Why are prodcuts missing?

On very rare occasions we do not have the ordered products in stock. In these cases we may send a first shippment with the products in stock, followed by a second shippment with the remaining prodcuts. he packing list will show the missing prodcucts.
if your order has been incomplete without any remark on the packing list, please contact us via Contact to investigate the matter.

We prepare your order very carefully. Each order is checked twice and are checked by teoretical and actual weight before sending to prevent any errors.

I received my order - How can I return a product?

To return a product you have to send it to the address indicated on the delivery note included in the parcel. Please indicate order number or client number. once we recieved the return, we will refund the corresmpnding amount. If you paid by PayPal or credit card, you will recive the corresponding credit. Orders paid by cash on delivery will be returned by money order.

For mor informacion, please see >> Return Policy

I reveived a defect producto - How can I open customer request?

If you recieved a defect product or think that it might have some defect, please contact us via Contact and give us a detailed description of the defect. If you believ a product migth have some defect, please do not consume this product before consulting with us.

To speed up the process please indiate the order number and the expiration date indicated on the product.
If you are a registered client you can select the corresponding order on the contact form.

I received the wrong product - How can I open customer request?

If you recieved a product you did not order, please contact us via Contact and give us a detailed description of the error and we will get the correct product to you as soon as possible.

If you are a registered client you can select the corresponding order on the cotact form.

We prepare your order very carefully. Each order is checked twice and are checked by teoretical and actual weight before sending to prevent any errors.

I opened a complaint - How can I see the current state of this complaint?

There are two ways to consult an open customer request:
  • Clic on the corresponding link of the Email you recieved when you opend the customer request
  • Login to your account with your EMAIL and your PASSWORD in:
    Your account - View customer requests
Please do not open a new customer request. It is preferable to access your initial customer request and extend your request in the corresponding field.
productos

How can I see the compositions of the products?

To see the ingredient list and recomended daily intake, clic on the More Information tab present on most product pages.

Ingredientes

How can I find out how many capsules or tablets to take before buying the product?

To see the ingredient list and recomended daily intake, clic on the More Information tab present on most product pages. The recomendad daily intake indicated is for a healthy adult person. In case you have a special condition or follow a medical treatment, we strongly recomend to consult with a health profesional beforehand.

Ingredientes

I take food supplements. Can I stop taking my prescription drugs?

In case you have a special condition or follow a medical treatment, we strongly recomend to consult with your health profesional before taking food supplemnets. If you are following a medical treatment we strongly recomend to consult with your prescribing health profesional beforehand. Do not stop your treatment without consulting with your prescribing health profesional.

How can I comment on a product, so that other clients migth benefit from them?

If you have used a Cebanatural product, we welcome you to comment on this experience. To comment, clic on Comments on the product page. You can also see comments from other clients. This is a great way to benefit form other client opinions and experiences.

Valoraciones
To comment on a product, you need to have a client account and be logged in.
mi cuenta

I have a client account but I can´t log in.

In case you placed a previous order without creating a client account, you cannot recuperate your client data. You need to open a new client account.

That´s how you can check if you do have a valid client account:
Access Login and enter:
- USER: your Email address or client number
- PASSWORD: your password
If an error shows up you most likely do not have a valid client account or you might have the wrong password.

If you are sure to have a valid client account but cannot access it, please contact us via Contact

I forgot my password- How can I generate a new password?

To create a new password clic on: Login - You have forgotten your password...

Please do not hesitate to contact us in case you cannot create a new password, via Contact

How can I change the data on my account?

Login with your Email and password and access:
   Your account – Data change realize the changes and confirm.

How can I change my password?

Login with your Email and password and access:
   Your account – Data change
Write the new password in both password fields and confirm.

How can I add a new delivery address to my account?

You can add a new delivery address or select a different delivering address previously created during the checkout process.

You also can create a new delivery address in::
MYour account – Address book
cebapointa

How can I see the balance of my Cebapoints?

When completing an order, you will be informed of the Cebapoints that you recieved for this order.
To see the balance of your Cebapoints, Login from your PC with your Email and password and access:
Your account - My Cebapoints

Why does Cebanatural offer prodcuts at such competetive prices?

At Cebanatural we work directly with producers without intermediate dealers, importers or distributers. This allows us to offer our customers quality products at an exeptional price.

Our mayor brand is Sanct Bernhard Alemania, which was founded in 1903 and is a leader in its field not only in Germany but on an European level.

If you compare prices between differnet brands, distributers or online stroes, please take in consideration not only the preice but also the quality of the ingredients, the number on cápsules or tablets, ingredients por capsule or tablet, shipping cost, payment forms, speedy delivery service and of course the quality and service offered by Cebanatural.

How can I express my opinion about Cebanatural?

We appreciate all comments and suggestions to make Cebanatural a better shopping expeience.
  • If you have a comment or suggestion for us, please clic on: Contact and select in Department: client opinion.
  • If you would like to express your opinion about Cebanatural, so that other clients can see it, please clic on: See client opinion at the botton of the left hand column,
    You need to be a registered client to place your comment.

I am a health profesional - Does Cebanatural offer special conditions for me?

At this time we do not have a system in place for health profesionals, dealers or retailers. Nevertheess, we probably will so in the near future for acredited helath profesionals or dealers.
If you wish, you can send us your eMail address via Contactar to be informed when we offer such a system.

Meanwhile, you can take advantage of the quantity discounts we offer on many products if you purchase 3 or more units at www.cebanatural.com. We also offer the loyalty system Cebapoints and Vouchers for larger purchases.

I could not find the answer to my question

Please don´t hesitate to contact us via Contact We will try to answer any question related to this site you might have.

To speed up your request, please indicate order number or client number in the contact form.
 
   
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