Order Process
The order process from account opening to shipping
1. Account Opening Requirements
General Information
We only supply products B2B (business to business) within the EU and the UK.
The following order process applies to both EU and UK business account holders although UK customers should take note of the Customs Clearance process (See 5 below).
VAT Registered Customers
For tax free cross border transactions within the EU, your business needs to have an Intra-Community VAT number.
Businesses that currently only have a domestic VAT number should apply to the tax authorities in their home country to change their number to Intra Community.
Non-VAT Registered Customers
If you have a Non-VAT registered business, you can still apply for an account but you will need to have a website that has been active for a minimum of six months. In this instance 21% VAT will added to all orders which is the current tax rate in Spain.
2. Applying For An Account
Process
To apply for a wholesale account, simply go to the top menu bar and click on `Open An Account`. You will then be directed to the Wholesale Application Forms page. There are two options, ´VAT Registered´ or ´Non-VAT Registered´, click the button that applies to your business, fill in the form and submit.
We will contact you once your account has been approved which is normally within two business days.
Business Information
Please ensure that the information submitted relates to your own company/business. Applications submitted using another company's information, a current workplace or a business totally unrelated to reselling, manufacturing or educating using our products, may not be accepted. Should we be unable to verify your business based on the information provided, we may request additional documentation.
Email Response Times
If you have not had a response within two business days, there is normally a simple reason, we're probably in your spam box! Check your spam settings for the email address registered to your account and adjust them or alternatively double check that you have not made an error when entering your email on the Wholesale Application Form. We always endeavour to respond to all enquiries within two business days so checking both of the above will ensure that there are no delays in communications.
3. Ordering
How To Place An Order
Once your account has been opened, you will be assigned an accounts manager who will for the majority of the time personally handle all aspects of your account. There are two ways to place an order and you are free to use either option at any time:
a) you will be given access to our Online Order form, simply select all the items that you need from the drop down menus and click submit.
b) you can send a list of the products that you need by email to your accounts manager.
We have an MOQ of €150 (value of goods excluding shipping/tax)
Proforma Invoice
Once you have submitted your order you will be issued with a Proforma Invoice the following business day.
Your Proforma Invoice will be valid for 10 days from the time that you receive it and the products ordered will be reserved for you during this time period.
You are not under any obligation to complete your order during this 10 day period, however once the period has expired the ordered goods will be returned to our inventory and you will need to place a completely new order should you wish to do so.
Changes to An Order - Sent via Email
If you need to make any adjustments to an order that has been sent in by email, you can let us know at any time and we will issue a new Proforma.
Changes To An Order - Submitted Online
If you need to make any adjustments to an order that has been submitted through our Online Order Form, you can either email us with the changes to be made or alternatively email us requesting a cancellation of the order after which you can submit a new order online again.
Note: Once an order has been paid for or a bank transfer is in progress, any changes will be treated as a new order.
Lead Time
The Proforma Invoice will indicate the lead time (processing time) for your order which will generally be 6-14 business days depending on the products ordered. It is important to take note of the lead time so that you are aware of how long your order will take from when payment is received by us to when your goods are shipped. Lead times will differ with every order and are specifically calculated for each individual order taking into consideration multiple factors. Although our warehouse team will always strive to ship your goods a little earlier than the indicated lead time, it is a good idea to allow the full indicated time period as it may be required.
When processing of your order begins
Processing of your order begins when your payment has been received.
On receipt of your payment, you will receive an automated email from our administration department so you will know when your lead time begins.
4. Payments
Payment Method
Payment is by Bank Transfer only and must be made in Euros. Payment reference should indicate the proforma number so that we are able to identify your payment. Our company banking information can be found on the Proforma Invoice.
Other Methods Of Payment
We do not accept any other forms of payment for wholesale orders.
5. Shipping
Courier Service
We only ship by signed for over land courier service. Our main carrier is UPS, however we may choose another carrier for certain destination countries.
Third Party Facilities
We do not ship to third party facilities, meaning any address that is not the direct business premises of the purchaser and where you or an authorised member of your staff does not sign for the goods.
Arrival Time
How long your goods take to arrive with you once they have been dispatched will depend on where you are located within Europe.
Tracking Info
Tracking information is sent automatically by UPS to the email that you have registered to your account. If automatic updates are not available because another carrier is being used, then we will send you the relevant tracking information. We request that customers track their consignment at all times to be aware of the estimated time of arrival ensuring that someone is available to receive and sign for the consignment.
Custom Clearance
Where customs clearance is necessary, we supply all export documentation to clear your goods as quickly as possible. You will need to pay Import duties and taxes which will be collected by the courier who will then need to wait for clearance from Customs & Excise of the destination country. Occasionally depending on the country, further information/paperwork may be required from either our company or you the customer. We will work with you should this situation arise.
UK Business Account Holders - please note: Although customs clearance is now required for UK consignments creating longer than normal arrival of goods at their destination, we have ascertained from many of our UK customers that prompt payment of taxes/duties when requested by the carrier tends to contribute to swifter deliveries. We suggest paying particular attention to this aspect of your shipment.
Cartons
Depending on the products ordered, the size and the weight of your order, we may choose to ship your parcel in one carton or as a multi-consignment shipment.
Freight Collect
We do not ship freight collect, we use our own carriers for all consignments.
Quick Summary!
- You submit your business details
- We verify your details and open your account
- You place your order
- We issue your Proforma Invoice
- You send payment
- We receive your payment
- Your order is processed and shipped within the lead time specified
Part of Pure Rock Mineral Cosmetiques SL group, Boulevard de La Cala, La Cala de Mijas 29649 Mijas Costa, Malaga, Spain. Company Registration: B93180727
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