Faq sys

In this section you will find the most frequent questions that private customers usually ask us when they have difficulties or doubts about how to buy on the web, how to know the status of the order or even doubts about the quality or characteristics of our products.

Below you will discover how www.laboratoriosys.es works and how we can help you solve your difficulties.

Contact us if you have any further questions!

HOW TO MAKE A WEB ORDER THROUGH OUR WEB?

Add products to cart


To go adding products to your cart or cart, simply click on “buy” or “add to cart”, below the image or description of the product. They will automatically be saved during your session.

You can consult your basket whenever you want by clicking on “your basket” in the upper right corner of the page


How to confirm and process the order

Once you have added all the desired products to your basket, you can start the payment process. To do this, you have to click on “your basket”, in the upper right corner of the page. Once inside the basket, you can see all the selected products, add or remove units, delete products and check the price of the shipping costs, according to the order amount and the delivery address. 

When you are sure that everything is correct, you can start the purchase process by clicking on the “process the order” button. 

Do I have to register to buy?

The first purchase made at www.laboratoriosys.com can be as a guest. However, once you enter your data (name, delivery address …) they are stored in our system. In this way, you will not need to register in the future, but you will need to create a password to always be able to access your client area.

In this area you access your personal information, delivery addresses, list of orders and their status. If you have not created the password yet, access the client area and perform a password reminder. The system will send you a link to create it.

How to pay for the order

Once you process the order and add / confirm the delivery address and personal data, you have to click on the “buy” button to enter the payment gateway. 

You can pay through a bank card or PayPal account.

Once the payment is made, a confirmation message will be displayed on the screen and you will automatically receive an email with the confirmation.


If this message is not displayed or you do not receive the email, it means that the order has not been successful. You will have to do it again.

HOW CAN I KNOW IF I HAVE PLACED THE ORDER WELL AND WHEN WILL IT ARRIVE?

If I don’t receive confirmation …

If you do not receive an email confirming your purchase / order, it is very likely that the payment has not been made correctly or that you have skipped a step during the purchase process.

How to check? Access your customer area and check your order list. If it doesn’t appear, it means you didn’t finish it.

How to retrieve it? If you access our website from the same browser from which you placed the order, you will be able to find your products saved in the shopping cart. If you access from another computer, you will not be able to recover them and you will have to add them to the basket again.

When will my order arrive?

Orders take between 24 and 48 hours to be delivered, from when they leave our distribution center. When this happens, you receive in your email an informative message about it.

If you place the order before 12 noon, we can dispatch it the same day; so you receive the package the next day. If we receive it after 12 noon, the most common is that the order arrives in 48 hours, since it is dispatched the next day.

Can I track the status of the order?

Yes. From the customer area you can track orders. In addition, you will receive a purchase confirmation email as soon as you place the order. Also, a message when it leaves our distribution center.

Both statuses can be followed from the client area.

Finally, it will be the transport company that will contact you to agree on a delivery time.

Can you tell me before I deliver the order?

Yes. Normally, the transport company will call you to confirm the delivery address and time.

In the event that you do not answer the call, the company will come to deliver the order during business hours. In the event that the delivery cannot be made, the order will be deposited in some of the offices of the transport company until you pick it up personally. It is also very common for the transport company to make several calls to try to deliver the package on time.

ABOUT RETURNS, EXCHANGES OR ORDERS THAT ARRIVE IN BAD CONDITION

Can I change my order before receiving it?

Normally orders are dispatched between 30-40min after receiving them in our system. Therefore, it is difficult to make changes before they are received. However, if you contact us before issuing it and during customer service hours (7 am – 2.30 pm) we could make the change.

Customer Service hours are from 7 am to 2.30 pm, Monday through Friday.

Contact details: web @ laboratoriesys.es – 961 588 570.

Can I change my order after receiving it?

You can make returns within a maximum period of 14 days from the receipt of your order, and buy new products whenever you want. However, the shipping costs of the returned package will be borne by you, unless the return is caused by imperfect, failures or poor delivery conditions.

Fortunately, on this website free shipping costs apply to all orders over € 30.

Can I make a return?

Yes. You have a maximum period of 14 days to request the return of a product, several or the entire order.

The refund of the money will be made through the same channel in which it was paid (bank card or paypal).

To process the return, you must send a withdrawal form that you will find on this website to indicate the reason for the return.

It depends on the type of incident, Laboratorio SyS will offer you some facilities or others, always thinking about what is most comfortable and beneficial for you.

My order has arrived in bad condition

If your order has arrived in bad condition, it is best that you notify us as soon as possible to make the exchange or return of the product within the required period (14 days). In case of incidents due to transportation failure, packaging in poor condition, fractures, etc. A photo proving the claim will be required in order to carry out all the formal procedures for the return.

In the event that the failure is due to a product in poor condition, you must send the product to our warehouses so that the technical and quality department can check it. You can also make checks on the status of the product in poor condition if you provide us with the batch number of the product that appears on the package.

ABOUT SYS NATURAL COSMETICS

Are SyS products 100% natural?

Some of our products are 100% natural, such as some natural soaps or 100% pure oils. However, not all natural cosmetics are. In some products, we need to use artificially developed compositions or ingredients in our laboratories to create suitable formulas, textures and innovative products. In any case, none of those ingredients are harsh or harmful to the skin.

Approximately 90% of our products are allergen-free and can be applied to atopic skin.

Is your cosmetics vegan and cruelty free?

All our cosmetics are cruelty free. We have never tested products on animals and we do not extract ingredients of animal origin by any means that is harmful or harmful.

Approximately 95% of our products are vegan, since they are composed mainly of natural extracts, juices or oils that come from plants, flowers and leaves.

The active ingredients most used in our cosmetics are: Aloe Vera, Rosehip, Argan Oil, Shea Butter, Calendula, Vitamin E, Sweet Alemonds, Centella Asiatica, Avocado, Oats, Coconut, Jojoba, Hyaluronic Acid and Seed Oil. Grape.

I have reactive and allergic skin, can I use SyS products?

If your skin often has trouble accepting cosmetic products in general, be especially careful with any of the ones you use, no matter how natural they are. We recommend that you read all the ingredients that appear in the INCI to make sure that none of them produces an allergy.

At Laboratorio SyS we try to eliminate the most common allergens from our formulas. We also have hypoallergenic formulas and products designed for the most sensitive skin, such as the Calendula line.

As a tip, apply a small amount of the product to your forearm and if after 24 hours it has not caused an allergic reaction, you can use it in any area of ​​your body almost with complete safety.

Are the products also for men?

SyS Laboratory products are unisex. We have a special line for men that is developed exclusively for the care of men’s skin. The rest of the products can be used by everyone, both children over 5 years of age and adults (women and men indistinctly).

The most important thing is to know which products work for your skin type, based on your routines and needs.

ABOUT SYS FRESHENERS AND FRAGRANCES

Are essences and perfumes 100% natural?

Many of the perfumes and essences used in our laboratory come from vegetable essential oils. However not all are.

Air fresheners and fragrances are designed to enliven and perfume rooms, so they must contain chemical agents that achieve that aroma diffusion.

If air fresheners were 100% natural, they would not be able to perfume as intensely.

Do spray air fresheners serve as perfume?

No. In no case should an air freshener, fragrance or home perfume be applied to the skin, as it can be irritating and harmful.

Spray air fresheners are only used to perfume rooms. It should not be applied on textiles, delicate surfaces, or varnished . Of course, it should not be applied to the skin either.

Although the perfumes are 100% natural or made with essential vegetable oils, they can cause allergies or irritations due to their natural composition, therefore it is not recommended to handle them without taking safety measures (gloves, washing hands after use, etc).

Do air fresheners have an expiration date?

Laboratorio SyS air fresheners, fragrances and perfumes do not have an expiration date or ODP. They are not products that expire although it is true that after the passage of time, changes can be seen in the product, for example in the intensity of the perfume or in the color of the liquid.

Changes in the formulations of SyS air fresheners

Laboratorio SyS makes no changes to its formulations. Each aroma (red fruits, jasmine, mango …) have the same composition and values ​​as always. Frequently questions come to us indicating that some of the classic SyS aromas do not smell like they used to. This is because smell gets used. When we smell something frequently, we stop perceiving it with the initial intensity. Therefore, when this happens, it is recommended to change the aroma. After a few months, if it returns to the initial aroma, its smell will be perceived with the same intensity as at the beginning.

Typically, when formulations change, they are created for new collections. Thus, we can find differences in the aroma of Red Fruits from the Ahire collection and from the Deco Diffuser line, for example.

This post is also available in: Spanish