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DO YOU NEED HELP?
Contact us
Do you need help? Contact our Customer Service team via our contact form, write to us at salut@mybodygenius.com or call +34 655 826 050.
Frequently asked questions
We offer you immediate help
About the gifts in my order
How do I unblock gifts in my basket?
You can now obtain up to 4 gifts with your order. When you have added all the products you want to include in your purchase, look at the basket to see which gifts you have unblocked.
You can unblock a new gift every time your basket spending is more than €60, €80, €100 and €150. These gifts are accumulative.
The gift will be available to add to the basket when the “ADD FREE!” button appears. Click on this button to add it to your order totally free. You can unblock and add up to 4 accumulative gifts to your basket.
So that we can include the gifts in your order, you must include them in your basket. If they appear in your basket after adding them with the “ADD FREE!” button, you have included the gifts correctly in your order. Don’t forget to check that all the details are correct and that your gifts have been included; otherwise, we cannot include them in your order once you have made the payment.
If any of the unblocked gifts added to the basket are out of stock when preparing the order, we will replace them with another gift of similar value so as not to delay the sending of the order.
I have not received any gift with my order
You can include a gift in your basket every time your spending is more €60, €80, €100 and €150.
If you have not received any gift, please check that your order surpasses these amounts. Perhaps the gift has appeared before you in the basket but, on applying a discount code, the amount decreased and deactivated the gift because the basket no longer surpassed the first range of €60.
If your order surpasses the amount, please check that they were added to your basket in the invoice of your order.
If the gifts appear in the invoice, but you have not received them, please contact our Customer Service team so we can help you.
About discounts and promotions
My discount code does not work
If, on trying to enter a discount code, a message appears saying “This discount is not accumulative”, it is because during the periods of sales promotions the codes are not compatible with products with discounts already applied. If you have a discount code and you cannot use it now, you can save it for another time.
If you are trying to use a discount code and there is no active sales promotion or a different message appears before you, contact our Customer Service team so we can help you.
About deliveries
Where do you make deliveries?
We deliver to the entire Spanish peninsula, the Balearic Isles and metropolitan France (except Corsica). We are continually working to be able to send you our products to other addresses and countries.
You can check all the information about DELIVERIES here.
Do you make international deliveries?
Desde nuestra página web, enviamos a cualquier dirección de España peninsular, Islas Baleares y Francia continental.
Si quieres que te enviemos un pedido a algún otro país, contacta con nuestro equipo de Atención al Cliente para que podamos darte más información.
From our web page, we send to any address on the Spanish peninsula, the Balearic Isles and continental France.
If you want us to send an order to another country, contact our Customer Service team so that we can five you more information.
Do you have physical shops?
Todavía no disponemos de puntos de venta físicos propios y desde My Body Genius solo vendemos nuestros productos desde nuestra web mybodygenius.com.
We do not yet have our own physical points o f sale and from My Body Genius we only sell our products from our website mybodygenius.com.
Aren't there any transport companies in my zone?
We deliver to any address on the Spanish peninsula, the Balearic Isles and continental France.
If you cannot complete the delivery of your order, try making the order from another browser, browse in incognito mode or from another device.
If the problem persists, contact our Customer Service team so we can help you.
About the state of my order
When will I receive my order?
Generally, the delivery time to receive your order with address in Spain is 2 to 4 working days from the time of the purchase.
Once we have correctly received your order, it will be prepared in the next 1-2 working days. Once ready, it will be sent by SEUR an the approximate transport time te until delivery i 1 to 2 working days. You will receive an e-mail informing tou of each change of state of your order.
However, if tou have made tour order during a salse promotion period or during a campaign with a high volume of orders, tour order may take up ti one week in arriving.
How can I see the state of my order?
You can check the state of your order from the My Orders section of your customer account. We will also send you an e-mail to inform you of each change of state in it.
To receive more help about the state of your order, you can contact our Customer Service team so we can help you.
Have I made my order correctly?
Sometimes the confirmation e-mail of an order ends up in the SPAM tray of your mail account. If you have not received any acceptance email of the order in your tray, please check the undesired mail folder.
The quickest way of checking if your order has been made correctly is through your My Orders section of your customer account.
Why is my order taking longer than usual to arrive?
If you have made your order during a promotion or launch on the web, it is possible that, due to the high volume of orders, the preparation times are longer than usual. our purchase could take up to one week in arriving. We want to ensure we prepare your order correctly and hope that the wait will be worth it.
If you have not purchased during any promotion on the web and tour order does not change state, check tour -mail. Maybe we have written to you of a setback in the preparation of your order. Please check the SPAM folder as well.
To receive more help about the state of your order, you can contact our Customer Service team so we can help you.
My order has been sent but I have not received it
The delivery time to receive an order from the time it leaves our installations is of 1 to 2 working days for the Spanish peninsula and the Balearic Isles. You can follow the state of your order with the delivery reference number you will find in your My Orders section of your customer account or in an e-mail sent by SEUR.
If there is any problem in the delivery of tour order, please contact our Customer Service team so we can help you.
My order is still in preparation
If you have made an order during a promotion or launch on the web, it is possible that, due to the high volume of orders, the preparation times are longer than usual. The preparation of your order could lengthen from 2 to 5 working days in this period. We want to ensure we prepare your order correctly and hope that the wait will be worth it.
If you have not purchased during any promotional period on the web and the state of your order does not change, check your e-mail. Perhaps there is a problem that has stopped us from preparing your order and we have contacted you. Please check your SPAM folder as well.
To receive more help about the state of your order, you can contact our Customer Service team so we can help you.
About the order I have received
What should I do if I have received the wrong products or there is something missing from my order?
We carefully prepare each order so that you receive it without any error.
Nevertheless, if on opening your order you see that something does not coincide with the invoice, we apologise! Please contact our Customer Service team so we can help you solve it as soon as possible. To check the invoice of your order, you will find it in the confirmation e-mail of the order or in the "History of Orders" section of your user account.
So that we can send the missing products to you as soon as possible, we would be grateful that in this message you provide us with:
· Reference number of the order.
· Photograph of the products you have received.
What should I do if a product has been damaged during delivery?
We know that our products are delicate, which is why we protect them with great care and use resistant packaging so that you always receive them in perfect condition.
However, if during delivery tour packet has suffered an accident that means it does not reach you in a good state, we apologise to you! Please contact our Customer Service team so we can resend the products you have not received in a good state.
So that we can replace them as quickly as possible, we would be grateful if you provide us with:
· Reference number of the order.
· Photograph of the state in which you have received the product/s in a bad state.
· Photograph of the packaging.
· Photograph of the delivery receipt.
Can I return products I have received?
We are sorry you are not satisfied with the products received!
You may return the products that have not been opened and which are in their original state.
To request returning products, please contact our Customer Service team so we can give you the instructions to do this.
Once received, we will check that the articles physically returned correspond to the request for return and that they are in perfect condition of use, complete, in their original packaging and without any indication of having been used.
If this check of the state of the order is satisfactory, we will refund you the amount paid for the article using the same method of payment with which you completed the order. Otherwise, we will contact you to send you the article/s again.
Costs associated with transport will not be refunded.