FAQs

About the products

To whom are our products destined?

Our products have been specially created for external use in babies and children.

They have been developed with plant extracts and delicate oils adequate for the little ones’ sensible skins.

Safe costmetics

Our products are dermatologically tested. They are so gentle that can be used in sensible and atopic skins.

Our lotions and soaps contain aloe vera, sweet almond oil, calendula extract and argan oil, with calming and regenerating properties, specifically created for the wellbeing of our youngsters.

If your son or daughter has allergies, we recommend you to ask your doctor before using any new products on them because ours contain almond and oats oils.

An appropriate pH

Our main goal is to protect and take care of the baby’s delicate skin, that is why all of the Bontibú line products contain the appropriate pH for their skins. They are simple formulas to protect and pamper the baby’s skin.

Is the used fragrance from synthetic or natural origin?

Essential oils are known for their allergies and photosensitivity risk. That is why we prefer the fragrance extracted from synthetic molecules to avoid the sensitization risk of a skin so delicate as the babies and children one.

Do they contain gluten?

Our products are gluten free.

Not animal tested

No, we do not test our products on animals and we do not use ingredients of animal origin.

All the tests we perform are done in human volunteers.

Additionally we guarantee their safety through the usage of ingredients traditionally used and proven efficiency. We also preserve the quality of our products with non-toxic light preservatives.

With light preservatives

In our labels you will see that we recommend 6 months of usage from the product’s opening. Because we use natural oils and very light preservatives we prefer to give you a relative short preservation time, but the most probable case is that after 6 months it would still be in optimal conditions. Legally we indicate it on the container with a pictogram that represents an open jar indicating the recommended usage period of 6 months (6M) after opening it.

Recyclable containers

All our containers are made of aluminum and PET (Polyethylene terephthalate). They are recyclable if you have the commitment to throw them into the pertinent recycle bin.

Why use natural cosmetics?

Because the natural ingredients of vegetable origin are more similar to our skin structure.

Dermatological studies indicate that 60% of the products that we apply over our skin end up in our bloodstream. Avoiding the use of paraffin and other petroleum derivatives, pores do not block, allowing the skin to breathe and absorb beneficial substances. Vegetable and human skin cells are very similar; so skin can integrate in our metabolism process active vegetable substances more easily, providing moisturizing into the deepest layers.

It stimulates the auto regenerating ability, returning it to its natural balance, strengthening and improving dermal functions. It results to be more effective and minimizes the risk of allergic reactions.

Babies and children skin are very delicate and simple formulas fitted to their neutral pH that combine vegetable extracts with light cleaners will contribute to reinforce their natural protection, a healthy skin’s guarantee. And also because in Bontibú Baby Care our priority is your children’s health.

About the skin

Baby and children's skin traits

  • Less skin thickness
  • More vulnerable and permeable
  • Greater exposure to external agents
  • Increase in sebaceous activity
  • Raised cutaneous pH
  • Sweat activity is not fully developed
  • Less protection against the sun
  • Immune system not fully developed

All these traits mean that the baby and children skin is not capable to use its protection function properly, being more vulnerable to sun radiation and external attacks, and more easy to dehydrate.

Therefore, youngsters skin is more delicate, fragile and sensitive than adults one.

Also, there are dermic diseases associated with this life stage. Some of them are very common like the appearance in the scalp of milky scab, atopic dermatitis or diaper rash.

About your baby

Definitely, both babies and kids need products specifically prescribed and adapted to their characteristics.

Our formulas introduce products as the almond oil, which helps to hydrate the more delicate skins, specially our babies, which is thinner. The skin is the biggest organ of our body and it is in charge of filtering the 60% of the substances that we receive. That is the reason why, in Bontibú, we focus in the ingredients we use to create a cosmetic product that takes care of the most vulnerable skins, since in the first 6 months of a baby’s life, the skin finishes to form up.

We firmly believe in our skin intelligence, and to let it develop without issues we think it only needs simple formula, natural and non-allergen products to protect it from external attacks. The natural ingredients of vegetable origin used in Bontibú are similar to our skin structure and work like a second layer protecting our babies’ delicate skin.

How do I apply perfume to my baby?

The best way is to put it in your hand and place it in its baby clothing, so it will not react with the skin.

About the orders

What information do I have to indicate in he buying process?

Remember to give us your phone number additionally to the require data, so MRW can contact you to set a delivery time if there is no one present in the address.

If my order is a gift, how do I fill in the information?

Name: the person who the gift is for.

Mail: Yours.

Address: where the order’s delivery is going to be.

Mobile phone: the recipient of the package.

Comments: Indicate us that it is a gift and if you want us to include a card with a note the text to put in it.

If my order is a gift, can I set a day of delivery?

Yes, if you warn us in advance. We do not set an exact time, because our delivery service is throughout the day, but we can close a delivery date. For that is necessary to inform us at least 5 days before through e-mail, and wait for our confirmation to perform the purchase and verify this point.

Can I include a note in the package?

Yes, you should indicate us the text the comments, during our order process. We will include a card with your note in the package.

Can I ask for my order to be wrapped as a gift?

All our packages are wrapped as a gift. We covered it in bubble wrap and tissue paper craft to ensure it travels safe. Also, we include a card where we tell our story. You can add a card with an inscription. We do not send a printed invoice in the packages, so do not worry if it is for a gift, the value will not appear. You can ask for the invoice via e-mail.

Can I pay with credit card if I do not have PayPal?

Yes, you can pay with credit card without a Paypal account. At the end of your order, you can choose between the two options.

Can I place an order if I do not have a credit card?

Yes, you can pay via bank transfer. Send us an e-mail to hello@bontibu.com so we can help you. The order minimum to perform a bank transfer is 100€.

How much is the shipping?

For the Peninsula, shipping is free for orders greater than 50€, if not, the shipping cost is 6€.

For Canarias, shipping is free for orders greater than 150€, if not, the shipping cost is 15€.

For Baleares, shipping is free for orders greater than 150€, if not, the shipping cost is 15€.

For Ceuta and Melilla, shipping is free for orders greater than 150€, if not, the shipping cost is 15€.

In case of international shipping

We deliver to the next countries in EU: Austria, Belgium, Denmark, France, Germany, Italy, Netherlands, Portugal and United Kingdom. Also we deliver to: Bulgaria, Croatia, Czech Republic, Estonia, Finland, Gibraltar, Greece, Hungary, Ireland, Lithuania, Luxembourg, Republic of Macedonia, Malta, Republic of Moldova, Norway, Poland, Romania, Slovakia, Slovenia, Sweeden, Switzerland and Ukraine. If your country is not in this list, we are SO sorry. We will try in a future to shipping our products there!

In orders up to 150 €, the shipping costs 20 €. And if your order is from 150 €, great news: your shipping is free!

If you are from Portugal, the orders from 150 € have free shipping. And in orders up to 150 €, the shipping costs 9 €.

When will I receive the order?

Once it ships out of our warehouse, it will take around 24/48h for peninsula orders, and around 1 week to the rest of destinations.

How can I track my order?

We will send you an e-mail with your order confirmation, your data and the tracking number. If there is an error, tell us, we will probably be in time to fix it.

I have not received my order confirmation, what can I do?

It could have happened that you gave us a wrong e-mail, but if you did not receive it, please contact us and we will fix it.

My order does not arrive

Please write us at help@bontibu.com and we will contact the delivery company so we can inform you of what is happening with the delivery.

My delivery came damaged, what can I do?

In that case, please contact us at help@bontibu.com and we will replace any damaged product. You must send us photos of the package condition, the box and the products, so we can make a formal complaint to the delivery company. Be aware that we have 24 hours after the reception of the order to reclaim it, so you will need to contact us as soon as possible.

I have placed an order, but before it was delivered I decided I do not want it, what do I do?

In that case, we will make a refund through the same payment method you used.

I have placed an order, but before it was delivered I do not want a product or I wish to change it for another one

If you want to change a product for another one, you should bear in mind that the value of your order may change. If you choose a more expensive product we will send you a paying link for the missing price. If you choose a cheaper product, we will give you a coupon of the excess value for your next order. If you decide that you don´t want a replacing product, your order may not reach the minimum to get free shipping (in case you did not already paid them). Your order will normally be sent hours after your order, so you should communicate any product desist as soon as possible. If the order has already left our warehouse, you must pay the refund shipping costs.

I have placed an order and afterwards I receive a communication saying that something is out of stock

If you placed an order and afterwards we communicate you that any product is out of stock (we do not sell anything in our web that is out of stock but we are human and sometime we may be wrong on a product’s stock), we will try to delivery you before 30 calendar days after the placement of your order, due to Consumers and Users Defence Spanish General Law 3/2014. We will try to be as fast as possible, but sometimes it does not depend on us but our brands and suppliers stock.

I place an order and it comes with different or missing products

We put a lot of loving care in each order we prepare, but we can make mistakes. If your order has arrived without a product, please inform us via e-mail to hello@bontibu.com before the next 24 hours from the package reception. If we sent you another product by mistake e-mail us too. We will replace it without additional cost for you but you need to send us the wrong product in perfect condition, because it will be placed for sale again. If you do not want to wait for the delivery or you prefer to be sent it to you in the future, we can give you a coupon for the price of the product, but we still need you to send us back the wrong product.

I purchased a product, but I think it is defective/it is not what I was expecting

If you think that a product has arrived defective (the applicator does not work, the scent it is not what it should be or something like that), send us an e-mail to hello@bontibu.com with all the information you can and photos. The deadline is within 14 days since the product reception. We will replace it after the product’s return and only if it is a manufacturing defect (that we will check with them), Bontibú will pay for the shipping costs. If it is nothing wrong with the product, you will have to pay for all the shipping costs (the return and to send it back to your home).

I purchased a product, it comes wrong and I decide to open it

We are sorry to inform you that you cannot return an item after opening it, because it cannot be sold again. Perishable products, like cosmetics, come closed with a warranty seal that assures you that your product comes in perfect conditions and it is only for you. If the seal is broken we cannot sell it again and it would be a loss for us. So please, if the wrong product is delivered to you, write us at hello@bontibu.com and we will indicate you how to proceed.

My order came broken or seemed to be manipulated

If you believe that your order’s box have suffered any damage during transport, seems broken or a product is missing, tell us within the next 24 working hours so we can make a complaint to the delivery company. Check all the box’s content to be sure everything is in perfect condition.

I ordered a product and it has a minor dent that does not affect its usage (a teared bag or a dent in a box without the product being affected, for example)

Paper is a very delicate product and that is why we try to envelope and protect it as much as we can so it does not suffers any kind of damage during transport. If your product has suffered a minor damage that does not affect its usage, we are very sorry for any inconvenient it causes you. If you do not want the product, you can return it assuming the shipping cost.

I want to return something because I do not like it, but I have opened it/tried it

With perishable products, like cosmetics, we cannot make returns if the seal has been broken. If the product is not perishable (like paper, a handbag, etc.) you must inform us of your dissent in the next 14 working days from the order reception. Bear in mind that the product must come in perfect conditions, so it is your responsibility to prepare it and wrap it so it does not suffer any damage in the transport. If it does, we would not proceed with the refund. Refunding costs must be paid by the client. It will be done with the same paying method it was done when the product was purchased.

I have purchased a product with early expiring date and I want to return it

In that case, we cannot proceed with the refund, because it is possible that the expiration date will come before the refund.

I have placed and order and I do not know if I put a wrong delivery address

Please, check the purchase confirmation e-mail with all the data after you finish your order. If the products have already left the warehouse and you wish to change the delivery address, you will have to pay the delivery cost.

What is the returning policy?

If you are not satisfied with any product in your order after its delivery, you have within 14 working days to enact your desisting, returning or replacing right, unless they are fresh o perishable products, that can be spoiled or expire very quickly, customized and/or sealed goods that cannot be returned for health protection or hygiene reasons and have their seal teared apart after delivery. The desisting, returning or replacing right is not applicable for those products.

To sum up, to enact the desisting, returning or replacing right of a purchased product, these conditions must be met:

  • The product must be in perfect condition and in its original package. Also, it must not have been open, unsealed or used.
  • It must be returned in the same conditions in which it was received, intact in its original package.

The returning of the product can be made through registered regular mail to the address indicated through the changing process or the one indicated in the original delivery.

Contact us at hello@bontibu.com and we will help you. The returning product shipping costs will be paid by us.

My payment got refused, what should I do?

If your payment fails, it can be because some piece of information you indicate does not correspond with the one of your bank, because our security system blocks the payment in case someone else uses your credit card and tries to perform an unauthorized payment. Either case, write us at info@bontibu.com and we will help you.

Raffled and Special offers

Commercial raffles and prizes distributed through our social networks are exempt from commercial value and, therefore, warranty; if a defect is detected in its delivery, inform us as soon as possible at hello@bontibu.com. We do not accept changes or refunds.

About your account and your orders

I cannot access my account, what should I do?

If you cannot access because you have forgotten your password, click on “I forgot my password” and follow the steps to change it. If the problem is not the password, but you cannot still access your account, write us at info@bontibu.com and we will help you.

If I access my account, can I see my orders?

Yes, if you perform them through the same e-mail, all your orders are there, with quantities and dates.

How can I modify my profile?

After you logged in, you can modify your information in “My Account”. You can change your contact details, your current address, etc.

How can I change my password?

If you want to change your password for any reason, click on “I forgot my password” and you will be able to create a new one.

If I want to buy a product but it is out of stock, what can I do? How much time will it take to restock it?

We try to restock all our products as fast as possible, but it does not depend only on us, but our providers too. We cannot give you a restocking date. The best way to know it is to enter the product you want to buy and it is out of stock, enter your mail, and we will inform you when it is available again.

What payment methods do you accept?

We accept credit and debit card and Paypal for online orders.

Do you have the credit/debit card’s personal information?

No, we use a secure paying platform and we do not store nor can access any bank information of our clients.

Can I buy a gift card? Can I choose the value?

Yes, you can acquire a gift card. You will receive a code in your e-mail so you can exchange it. They do not expire and you can use them in one or more orders until their value is fully expend.

How can I value the delivery if I am satisfied with the products?

In our web you can leave your opinion on the products you have purchased with that account. We encourage you to do so and to check the comments of other clients; your shopping experience will be more satisfying.

If you wish to make any comment about the shipment and delivery, you can write us at hello@bontibu.com so we can take note of your suggestions.

What are the benefits of being subscribed to the newsletter?

You will be informed of all our new products, promotions, services, discounts, news blog posts and any important news.

I have suffered an allergic reaction to a product, what can I do? Can I return it?

Sometimes our skin can react to some ingredients, that is the reason why we have an ingredient section in every product description so you can avoid them if you know of any allergy. If any product causes you a reaction, suspend its usage immediately.

If the product has been opened it cannot be returned unless it is defective.