Delivery and returns

Delivery and cancellation of orders.

Availability of products. Orders are subject to availability. If there is no stock available, Onshindo will inform the Customer by email, offering them a product with similar characteristics. The Customer will be able to accept the alternative offered by Onshindo or cancel their order fully or partially. If the order is cancelled, Onshindo will refund the order total to the Customer using the original payment method. If there is no response from the Customer within five (5) days from the date of notification, Onshindo will assume that the offer has been rejected. In this case, if there are other products in the order, they will be sent to the Customer.

Order cancellation. The Customer can cancel their order before it has been shipped by sending an email to The cancellation request should include the Customer’s name, address and the order reference number.¡

Delivery process. After confirming payment, Onshindo will prepare the order to be sent to the address provided. Onshindo will inform the Customer, through an email, of the date that the purchased products are sent, and the contact details of the transport company that will deliver the package. Onshindo shall not be liable for any errors and/or damages caused during delivery
if the customer has provided an incorrect or non-existent delivery address.

Delivery time. Orders will be delivered during standard working hours and within the estimated delivery period detailed on the Website, which will never be more than fifteen (15) days after the date of the Customers payment. We recommend the Customer check the Website to view the latest updates, with the estimated delivery date of each product. Items will be considered to have been delivered from the moment at which the product is made available to the Customer.

Onshindo will inform the Customer if there are any issues with the delivery of the products.

Absence at the time of delivery. If the Customer is absent or no one collects the product(s) at the time of delivery, the Customer should contact Onshindo as soon as possible to arrange a new delivery date. When failure to deliver is not attributable to Onshindo or the delivery company, the products shall be returned to Onshindo and the Customer shall cover the shipping and return costs, as well as any associated handling fees.

Receipt and verification. For the order to be handed over, the Customer orperson accepting the order should show the courier a form of identification.

At the moment of delivery, the Customer or person accepting the order should check the status of the products. Any issues (incorrect, damaged or missing products) should be indicated on the delivery note and Onshindo should be informed immediately through an email sent to, explaining the incident in detail and including photos where necessary. Onshindo will respond to said email providing an incident tracking number, and will
resolve the situation as soon as possible.

Risk associated with the products (including, but not limited to, loss, damage or theft) shall be transferred to the Customer as soon as the products have been made available to the Customer.


Right to withdraw.

The Customer has a period of fourteen (14) calendar days from the date the order is received to exercise their right to withdraw, as set out below. If the same order contains several products and these are delivered separately, the withdrawal period shall end 14 calendar days after the day on which the last of the purchased products was delivered.

If the order is made up of several components or items, the withdrawal period shall end 14 calendar days after the day on which the last of the components or materials was delivered. If the Customer has agreed to the periodic delivery of goods over a fixed period, the withdrawal period will end 14 calendar days after the day on which the Customer receives the first of these goods.

However, when the products are cosmetics, for reasons of hygiene, it will not be possible to return them when they have been opened/unsealed by the Customer. Therefore, once a cosmetic has been opened and/or unsealed, the Customer will not be able to exercise their right to withdraw in relation to that

The Customer can exercise their right to withdraw by sending an email to :
● unequivocally stating their decision to withdraw from the contract for the purchase of the products, or
● by sending the withdrawal form, which is Anexo 1 of these Terms and Conditions. This form is a template and Customers that wish to withdraw are
not obliged to use it.

The right to withdraw shall be understood to have been exercised within the established time limit when the communication is sent before the end of said time limit, in accordance with the aforementioned terms.

If the Customer exercises their right to withdraw, Onshindo will refund all payments received, including the costs of delivery, provided the Customer chooses the most economical delivery option. If they choose a more expensive delivery option, the additional costs incurred will not be refunded.

The amount will be refunded to the same payment card used for the purchase, within 14 calendar days from the date of the notification of the desire to cancel said purchase. However, reimbursement may be withheld until the goods have been received, or until the Customer provides proof that the products have been returned.

The Customer must return the products concerned within 14 calendar days.

The Customer shall only cover the direct costs of returning the products as a result of exercising their right to withdraw. Exercising this right does not involve any
additional cost.

In all cases, the products to be returned must be in perfect condition and with the manuals, accessories or gifts, cheques, vouchers, coupons, or any kind of promotional advantages, if applicable, included.

The Customer shall only be liable for any diminution in the value of the goods resulting from their handling, other than that which is necessary to establish their nature, characteristics or function. If the product is returned without its original packaging, the value of the product will be affected.

In the case of promotions in which several independent articles are purchased as part of the same pack (50% off the second unit, 2 for 1 or similar), the withdrawal will affect all the products included in the promotion.



If you wish to withdraw from the contract, you can fill in this form and send it to us by email at I hereby withdraw from the contract for the purchase of the following goods:

Date of purchase: ___/___/_______
Received: ___/___/_______
Customer name:
Customer address:
Order number or invoice number:

Customer signature (only necessary in the case of notification on paper)
Date: ___/___/_______