Terms of service

Last updated: August 2026

The purchase of our products through www.getsiwon.com (the "Website") is governed by these Terms of Sale. By confirming your order you accept these Terms in the version in force at that time, which we recommend you save. For any questions, write to our Customer Care team: ask@getsiwon.com.

1. Identification details

The Website is owned by LIVE OUT SOLUTIONS, S.L., with registered office at Paseo de la Castellana 194, 28046 Madrid, registered with the Commercial Registry of Madrid, Volume 40,245, Page 190, Sheet M-715042, Tax ID B88631049 (hereinafter, "SIWON"). SIWON's business consists of the online sale of cosmetic products.

2. How to buy

Minimum age. You must be over 18 to buy on the Website.

Prices. Products are sold at the price shown on the Website at the time your order is confirmed. All prices include applicable VAT and exclude delivery costs, which are shown itemised before you complete your purchase and vary according to the order amount and the country or region of delivery.

Promotions and price reductions. When we announce a price reduction, the previous price shown will be the lowest price applied by SIWON in the 30 days prior to the start of the promotion, in accordance with Art. 20.2 of the Spanish Consumer Protection Act (TRLGDCU). Unless otherwise indicated, discount codes and promotions cannot be combined, are valid for the period indicated in each case and cannot be exchanged for cash.

Purchase process. Choose your products, add them to the cart and proceed to checkout. Enter your personal details, delivery and/or billing address, delivery method and payment method. Before finishing, we will ask you to accept these Terms of Sale and review our Privacy and Cookies Policy. Once payment is complete, you will receive an order confirmation email together with the invoice. The contract is deemed concluded when we send you that confirmation.

Obvious errors. If, due to an evident technical or typographical error, a product appears with a manifestly incorrect price, SIWON may cancel the order before dispatch, notifying you and immediately refunding the full amount paid.

Refusal of orders. SIWON reserves the right to refuse or cancel orders where there are reasonable indications of fraud, misuse of promotions or relevant previous breaches, refunding any amount already paid where applicable.

3. Domestic delivery (mainland Spain and the Balearic Islands)

  • Standard delivery: €5.99
  • Express delivery: €9.99
  • Free delivery on orders over €59: this is a commercial promotion that SIWON offers as a general rule and which, exceptionally, may not apply to certain destinations, delivery methods, campaigns or combinations with other promotions. The delivery cost applicable to your order is always shown at checkout before you confirm your purchase, and that amount will prevail.

Delivery times. Orders are generally delivered within 24 to 72 working hours from the moment the parcel leaves our facilities and is handed to the carrier, of which we will notify you by email with the tracking link. If you place your order on a working day before 12 noon, it is normally dispatched the same day; otherwise, on the next working day. On weekends and public holidays, orders are processed on the next working day. During launches, promotions or special campaigns these indicative times may not be guaranteed. In any event, the maximum delivery period will be 30 calendar days from order confirmation; if this period elapses without delivery, you may terminate the contract with a full refund.

Delivery and absences. A first delivery will be attempted at the address provided. If you are absent, the carrier will try to leave a notice and arrange a second delivery. If that also fails, the order will remain at your local depot or pick-up point for the period indicated by the carrier so you can collect it. If you have any problem, write to us at ask@getsiwon.com.

Undelivered or refused orders. If the order is returned to SIWON because (i) it was not collected in time after the delivery attempts, (ii) it was refused at the time of delivery, or (iii) the address provided was incorrect or incomplete, we will contact you to offer two options:

  1. Re-shipment: we send it to you again, upon payment of new delivery costs.
  2. Refund: we will treat the return as a withdrawal. We will refund the amount of the products and, where applicable, the initial delivery costs corresponding to the standard method, deducting, as the direct cost of returning the parcel, a fixed amount of €5.99 for deliveries to mainland Spain and €9.99 for deliveries to the Canary Islands and other European Union countries.

If we receive no instructions within 14 calendar days of our communication, we will proceed under option 2.

Tracking. You can track your delivery using the link included in the dispatch confirmation email.

Incorrect address. Always check your address before confirming your order: once dispatched, any address change may generate an additional cost at your expense and delay delivery by 24 to 48 hours. If you spot an error, write to us as soon as possible at ask@getsiwon.com.

Logistics centre holidays (no orders are prepared; they are processed the next working day): 1 and 6 January; 19 March; 1 and 2 May; 15 August; 12 October; 1 November; 6, 8 and 25 December.

4. International delivery

  • Portugal: standard €5.99 · express €9.99
  • Zone EU-1 (€5.99): Germany, Belgium, Slovakia, Slovenia, France (mainland), Netherlands (mainland), Hungary, Lithuania, Luxembourg, Poland and Czech Republic
  • Zone EU-2 (€5.99): Austria, Denmark, Ireland, Italy (mainland) and Latvia
  • Zone EU-3 (€19.99): Estonia and Sweden
  • Zone EU-4 (€19.99): Croatia and Finland
  • Zone EU-5 (€19.99): Bulgaria, Romania and Greece
  • Zone EU-6 (€19.99): France (Corsica) and Italy (Sicily)

Customs procedures (Canary Islands and similar territories). Deliveries to these territories may require customs formalities involving the opening of the parcel and the accrual of taxes, duties or handling fees payable by the recipient, which are not included in the price or delivery costs. If the order is returned to SIWON because the recipient fails to attend to the requirements of the customs authority or carrier, or refuses to pay such amounts, the provisions of clause 3 for undelivered orders will apply; customs taxes, duties and handling fees already accrued and paid to third parties will not be refundable.

5. Payment methods

Payment is made in the final step of the purchase process. We accept:

  • Credit or debit card (Visa, MasterCard, American Express)
  • Shop Pay
  • Apple Pay
  • Google Pay
  • PayPal
  • Klarna

Payments are processed through secure payment gateways; SIWON does not store your full card details. The charge is made when the order is confirmed, at which point you will receive the confirmation email. If you have any problem with payment, write to us at ask@getsiwon.com.

6. Subscriptions

Some products may be purchased on a subscription basis with recurring deliveries and charges. When taking out a subscription:

  • Before confirming, you will be informed of the price per delivery, the frequency and the payment method, and you will expressly accept that the charge repeats automatically on each renewal.
  • You will receive a reminder email before each renewal, sufficiently in advance to modify or cancel it.
  • You can pause, modify or cancel your subscription at any time and free of charge from your account on the Website (or by writing to ask@getsiwon.com), effective from the next billing cycle provided the cancellation is made before the renewal date. Cancelling is as easy as subscribing.
  • The right of withdrawal in clause 7 applies independently to each delivery received.

7. Right of withdrawal (returns)

Period. You have the right to withdraw from the contract, without giving any reason, within 14 calendar days from the day on which you (or a third party indicated by you other than the carrier) receive the products. If the order includes several products delivered separately, the period runs from receipt of the last one.

How to exercise it. Simply notify us of your decision unequivocally before the period expires, by sending an email to ask@getsiwon.com with your order details. You may, if you wish, use the model withdrawal form included at the end of these Terms (Annex), although its use is not mandatory. To speed up the process, we would appreciate it (voluntarily) if you attach a photo of the products you wish to return.

Returning the products. You must return the products to us without undue delay and, in any event, within a maximum of 14 calendar days from notifying us of your withdrawal. Our Customer Care team will give you the address and procedure. You must bear the direct cost of the return. If you prefer, we can provide you with a prepaid return label for €5.99 for mainland Spain or €9.99 for all other destinations, which will be deducted from your refund.

If the order includes a pack or set sold as a single unit, it must be returned complete.

Hygiene exception. As these are cosmetic products, sealed products that have been unsealed after delivery are excluded from the right of withdrawal, as they are not suitable for return for health and hygiene reasons (Art. 103.e of the TRLGDCU). All our products are delivered sealed: you may return them as long as they keep their seal intact and their original packaging.

Liability for diminished value. You will only be liable for any diminished value of the products resulting from handling other than what is necessary to establish their nature, characteristics and functioning (Art. 108.2 of the TRLGDCU). In such a case, SIWON may deduct the corresponding depreciation from the refund, which will be communicated to you with justification.

Refund. We will refund all payments received, including the initial delivery costs, without undue delay and, in any event, within a maximum of 14 calendar days from when you inform us of your decision to withdraw. However, we may withhold the refund until we have received the products or you provide proof of their return, whichever occurs first. If you chose a delivery method more expensive than standard (for example, express delivery), we are only obliged to refund the amount corresponding to the standard delivery method.

The refund will be made using the same payment method you used, at no additional cost to you. If you prefer, you may expressly request the refund in the form of store credit or a gift card; this option is always voluntary and will never replace the refund via the original payment method unless you choose it.

Promotions, gifts and points. If a partial return means the order no longer meets the conditions of an applied promotion (minimum spend, gift with purchase, volume discount or free shipping), the refund will be recalculated proportionally and, where applicable, the gift product must also be returned. Loyalty club points or benefits earned on the returned products will be cancelled.

8. Legal conformity warranty

All our products carry the 3-year legal conformity warranty from delivery, in accordance with Spanish Royal Legislative Decree 1/2007 (TRLGDCU). During the first 2 years from delivery, any lack of conformity is presumed to have existed at that time, unless proven otherwise.

If you receive a defective or damaged product, or one that does not match what you bought, write to ask@getsiwon.com with your order details and a photo of what you received, and we will handle the whole process at no cost to you, including all shipping costs (initial and return).

Once the product is received, we will carry out a quality check. If the lack of conformity is confirmed, you may choose, depending on the case, between replacement of the product or termination of the contract with a full refund (product amount and all shipping costs incurred), which we will process within a maximum of 14 calendar days using the same payment method. If the quality check finds no lack of conformity, we will refund the price of the product and the initial delivery costs, with the return shipping costs at your expense.

What the warranty does not cover. The legal warranty covers lack of conformity existing at the time of delivery, but not deterioration resulting from improper use or storage of the product (exposure to extreme temperatures, humidity, contamination of the container, etc.), nor the natural evolution of the product once its expiry date or its period after opening (PAO) indicated on the packaging has passed, which form part of the normal useful life of a cosmetic.

This legal warranty is independent of and compatible with the right of withdrawal in clause 7, and is not affected by the exclusions of that clause (you can claim for a defective product even if it has been opened or used).

9. Order cancellations

If you have just made a purchase and want to cancel it, let us know as soon as possible at ask@getsiwon.com. If the order has not yet been prepared, we will cancel it and refund the full amount. If it has already been prepared or is with the carrier, you must follow the returns process in clause 7 (or, where applicable, the undelivered orders process in clause 3).

10. Force majeure

SIWON will not be liable for delays or failures caused by unforeseeable or unavoidable circumstances beyond its reasonable control (natural disasters, transport strikes, serious incidents affecting the logistics operator, etc.). In such cases, we will inform you and obligations will be suspended while the circumstance lasts; if it continues for more than 30 days, either party may cancel the order with a full refund of the amount paid.

11. Data protection

The processing of personal data collected through the Website is governed by our Privacy and Cookies Policy.

12. Customer service and complaints

SIWON's official customer service channel for any enquiry, incident or complaint, as well as for all communications with contractual effect (exercise of the right of withdrawal, warranty claims, cancellations and any other notice regarding your order), is the email address ask@getsiwon.com. We will respond to complaints as soon as possible and, in any event, within a maximum of one month.

SIWON may make other assistance channels available to you (such as WhatsApp or social networks) for purely informational and guidance purposes. Responses provided through such channels do not modify these Terms of Sale and do not constitute contractual commitments by SIWON; for any action affecting your order, you must contact the official channel indicated.

13. Applicable law and dispute resolution

These Terms of Sale are governed by Spanish law. However, if you reside in another European Union Member State, you will also benefit from any more favourable mandatory consumer-protection provisions of your country of residence.

If you are a consumer, for the out-of-court resolution of disputes you may turn to the accredited consumer alternative dispute resolution entities (in Spain, the Consumer Arbitration Boards and other entities notified to the European Commission), as well as the public consumer services of your region. You may also bring proceedings before the competent Courts and Tribunals in accordance with applicable law; if you are a consumer, the courts of your place of residence will have jurisdiction.

Annex. Model withdrawal form

(Only complete and send this form if you wish to withdraw from the contract; its use is optional.)

For the attention of LIVE OUT SOLUTIONS, S.L., Paseo de la Castellana 194, 28046 Madrid — ask@getsiwon.com:

I hereby give notice that I withdraw from my contract of sale of the following goods:

  • Order no.: ______________________
  • Received on: ______________________
  • Name of consumer: ______________________
  • Address of consumer: ______________________
  • Signature of consumer (only if this form is notified on paper): ______________________
  • Date: ______________________