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FREQUENTLY ASKED QUESTIONS

Thanks to your help and collaboration throughout the years, we have collected the most common and frequent questions.

We appreciate your effort to send us your opinions, ideas, and complaints; we accept them and we’re doing our best to handle them in the most professional way.

 

In case you don’t find an answer in the following section, please do not hesitate to contact our customer care department:.

Phone/fax: 021 319 52 60 • Mobile: 0755 015 681 • E-mail: support@sabon.ro • Working hours: Monday-Friday: 9:00 - 17:00

 

1. Purchasing on the SABON site

2. Products delivery

3. About SABON

4. Products

5. Ingredients

1. Purchasing on the SABON site

How do I register to your site?

Click the “register” menu at the top-right side of our site. You will be transferred to the registration form. The form is designed to be easy to use; it takes no longer than 2-3 minutes to be completed.

 

I wasn’t satisfied with the product/service I have received in the SABON store; with whom should I speak?

For any problem related to the product, service or any other appeal, we will gladly receive your call or mail. You can call our customer care department or contact us by any of the contact methods presented in the “Contact Information” section.

 

I placed an order and it hasn’t arrived yet. How can I check the order status?

In order to track your order, you must be a registered user. If you are not, fill in the registration form before placing the order.

As soon as you are a registered customer, click the “Track your order” item. In that section you will be able to review your order and track the order status.

 

How do you assure secure online transactions with credit cards?

The billing process is made by a third part company, PayU, which uses the most efficient tools and technologies for data security.

If you would like to know more about the online billing method, further information is available at: http://www.payu.ro

 

I couldn’t finalize an online payment with the credit card. What should I do?

For any problems related to the payment process, you may call our Customer Care. We will analyze the problem and will do our best to process the order as soon as possible.

 

What kind of payment methods do you accept?

If you choose to pay online with a credit card, we accept the following cards: Visa, MasterCard and American Express.

 

How can I renew my account as a SABON user?

If you are a registered customer and you forgot your username or password, access the “Sign In” page and click “Forgot Password”. You will be asked to fill in your email address. Shortly, you will receive an email with your username and a new password.

 

I would like to pack a part of my products as a present – how can I do so?

Our presents are customized and packed in the best packing materials. After picking your products, at the basket page, you can choose all or part of your products to be packed as a present. “Create Customize Gift” page contains detailed information.

 

I need an invoice for my order, how can I receive one?

When you finalize your order, at the finalize section, you must fill in a short form with your contact and delivery details. In that section you will also have a check box with the possibility to receive an invoice with a company name. The invoice will be sent to you, along with a payment receipt.

 

2. Products Delivery

Do you make product deliveries outside Romania?

We ship to destinations in Romania, Bulgaria and Hungary. If you reside outside, please check our SABON Worldwide page for your nearest retail location.

 

Can I cancel or change my order?

After placing an order, please call the Customer Care immediately to make changes or cancellations, as your order is processed within minutes. You have 30 days from the date of purchase to return products for a refund.

All returns must be accompanied by a valid invoice/receipt. The shipping cost is non-refundable. You might want to know more information regarding our shipping policy.

 

How much I will pay for transport my order?

Transport fees are different, depending on the order value. All orders below 200 lei are charged 15 lei, while orders over 200 lei are free of charge.

You might want to know some more information regarding the shipping policy.

 

How long will it take to process my order?

Orders received before 02:00 PM are processed on the same business day

Orders received after 02:00 PM are processed on the next business day

Orders placed on Saturday & Sunday, and on legal holidays are processed on the next business day.

You might want to know some more information regarding the shipping policy.

 

Do you deliver the products via post service?

We deliver our products with a rapid courier services, Sprint Courier. Unfortunately, we don’t deliver our products via any other transport method.

 

What should I do if I receive a wrong order?

For any mistake or problem regarding your order and the delivered products, please contact our customer care department or contact us by any of the contact methods presented in the contact information section.

 

I would like to order bigger quantities; will I receive a discount?

We use some constant discount factors, usually related to the order values. Additional information is available on the “Corporate Gifts” page.

 

I would like to return a product; what would be the process?

More details are available on the “Return and Exchange” page.

3. About SABON

When was the Sabon Company founded?

Sabon was founded in Israel in 1997. The first location was on Shenkin St. in Tel Aviv. Much more information about SABON Company is available on our “About SABON” page.

 

How can I get corporate gifts?

Corporate gift giving is a constant need so we are always here to create beautiful gifts for everyone you might be giving them to. A team of specialists are available to any call in order to understand your needs and to customize your gifts.

Read more information regarding Corporate Gifts or call the customer care for further information.

 

Are there franchise or wholesale opportunities with Sabon?

Sabon is a privately owned and operated company; therefore, there are no franchise or wholesale opportunities. If you are interested in opening a Sabon branch or in carrying our products abroad, please send an email to ossi@sabon.co.il.

 

Where can I get a membership card?

The SABON members club are granted a “Royal Passport”. The card can be delivered to our stores in Romania.

Learn some more about our “Royal Passport” or contact us for further information.

 

Where can I find SABON stores?

You can find the SABON stores in Romania and worldwide on the “SABON Stores” and “Stores Worldwide” page, where there are available the stores’ address, contact details and also images.

4. Products

What is the body butter and how do you store it?

Our Body Butter is a highly moisturizing bar made of Shea butter, cocoa butter, and beeswax. Natural plant extracts are used to scent the product. Due to the natural ingredients, the product tends to melt slightly during warmer months, so it is helpful to store the product in a cool place.

 

What is the difference between the Body Butter and the Butter Cream?

Our Body Butter is our most moisturizing product. Based on Shea butter, cocoa butter and beeswax, this product may be used as a spot treatment to soothe severely chapped and dry skin. The butter cream, on the other hand, is intended for use over the entire body. This too is based on Shea butter, but also contains skin moisturizing ingredients like glycerin and olive oil.

 

What are the differences between your scrubs?

We have two types of scrubs, with different levels of exfoliation, cleansing, and moisturizing. Our Creamy Scrub is the mildest of them. Crushed apricot and olive seeds exfoliate your skin and deliver moisture for normal to oily skin. The Body Scrub is purely almond and jojoba oils, Dead Sea salts and fragrance. This scrub reveals a newer, softer skin through intense exfoliation.

 

Can I use any of the soaps on my face?

Yes. Our Olive Oil Honey Vanilla Wheat, Olive Oil Mud, and Glycerin Green Tea soaps are excellent for delicately exfoliating, moisturizing, and, of course, cleansing the skin. As well, our Olive Oil Lavender soap helps clearing blemished or acne prone skin.

 

What is beneficial about the Dead Sea?

The Dead Sea is known for its unique mineral wealth, which can ease and heal numerous ailments, such as respiratory and skin related diseases. Additionally it has been proven to relieve rheumatism, relax the muscles, and deliver to the skin essential minerals that improve moisture and elasticity.

 

Why are your products packaged in glass?

Any product that is packaged in glass is likely to be better preserved in its original form than any other kind of packaging. Over time, the products wrapped in plastic containers will take on the toxicity of the plastic. e.g.: Most people prefer the taste of glass-bottled refreshing drinks rather than the taste of Coke in a plastic bottle. Also, glass is made of less processed ingredients than plastic, making it easier to be recycled. Sabon is going green day by day, so we try to use as many recyclable products as possible.

5. Ingredients

What are parabens and which Sabon products are paraben-free?

Parabens are a group of chemicals widely used as a preservative in the cosmetic and pharmaceutical industries. They safely fight off bacteria and fungi and can be found in many cosmetics and products we use daily (like toothpaste, shampoo, and lotions). Their history of safe use explains why parabens are so commonplace. Current studies have investigated possible side-effects of products containing parabens, so, to keep you informed, here is a list of paraben-free products:

 

  • sorbet body gels, except Tropic and Green Valley
  • body lotions
  • hand creams
  • foot cream
  • body butters
  • body oils
  • body dews
  • mineral powders
  • shower oils
  • foamy body gels
  • liquid hand soaps
  • solid soaps
  • scrubs, except the creamy ones
  • hair care products
  • organic producs
  • candles

 

Why are synthetic chemicals used in your products?

Many ingredients are used to preserve the contents; without these chemical preservatives, the products would not last more than several days. The only instance when a synthetic material is acceptable is when there is no viable natural alternative and it has absolutely no negative effects — on you or the environment. The term "fragrance" on our labels may indicate the use of natural fragrance (essential oils), synthetic fragrance or a combination of both. Sabon makes every attempt to use blends of natural oils in formulating our fragrances. However, on certain occasions, it may be necessary the use of synthetic ingredients in our fragrances, in order to sufficiently mix the fragrance with the product formula base, and to keep the product stable.

Customer Care

Working Hours:
Monday - Friday: 9:00 - 17:00

 

Phone/fax: +4 0755.015.681 • +4 031.720.10.90

E-mail: support@sabon.ro

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