Frequently asked questions

Frequently Asked Questions (FAQ)

1. What payment options are there?
You can pay via bank transfer or credit card. In some instances, payment on delivery is possible, at extra cost. Orders are prepaid, i.e. your order will be shipped after receiving the money on our account.

2. In what currency do I pay?
All our prices are in Euros and converted to your local currency.

3. How long does it take for my order to be delivered?
This depends on what delivery option you choose and order destination. Classical postage service tends to be slower. Within Europe it takes about a week to 10 days with the national Postal Service, sometimes less.

4. Are there any other costs that I should be aware of when I order?
In the European Union no, as EU law sanctions free circulation of goods, without any customs duties. If you order from outside the EU, your country’s customs service may charge a duty, however, this is beyond our control. The same goes for bank fees if you opt for bank transfer. 

5. After applying the mud/salt mask, my skin looks and/or feels irritated. Why?
Initially your skin naturally reacts to the minerals and hot temperatures. Normally, this will cease 15 to 20 minutes later. Irritation is often caused by the minerals reacting with sensitive skin or when the latter suffers a dermatological affection. 

6. Product Prices & Third Party Order Costs (e.g. Bank fees) 
Product prices are quoted excluding Shipping & Handling. No VAT is applicable according to UStG § 6 Abs. 1 Z 27 (Austrian VAT Law). All bank fees to be paid by buyer. Please consult your bank for applicable fees.

7. Invoice
You will receive an invoice together with the order confirmation.

8. Shipping & Delivery
Orders are shipped by the Austrian Postal Service. You may choose between standard and express service. Other exclusive shipping options (special airfreight delivery) are available upon request and customized to meet needs.

9. Cancel Items or Orders
You have the right to cancel this contract within fourteen days without giving a reason.The revocation period is fourteen days from the date on which you, or a representative of you (third party), who is not the carrier, have taken possession of the goods.

To exercise your right of cancellation, you must contact and inform us (Biosal Naturprodukte, Dr. Gerhard Supancic, Eschenbachstrasse 2, 2100 Korneuburg, Austria, Fax: +43 2262 646 52; M: info (at) or info (at) via a unique declaration (e.g. a letter consigned by mail, fax or email) of your decision to withdraw from this contract. You may use the attached model withdrawal form, but it is not compulsory.

To meet the cancellation deadline, it is sufficient that you send your communication concerning the exercise of the right of withdrawal before the withdrawal deadline.

10. Returns & Refunds
If you withdraw from this contract, we will reimburse all payments we receive from you, including delivery costs (except for the additional costs arising from the fact that you chose a different method of delivery than the cheapest standard method offered by us), and repay immediately, at the latest within fourteen days from the date on which the notice of your cancellation of this agreement with us, is received. For this repayment we use the same method of payment that you used in the original transaction, unless you expressly agreed otherwise; in no case will you be charged fees for such repayment.

We may refuse reimbursement until we have received the goods back, or until you have demonstrated that you have returned the goods, whichever is the earlier.

You have to promptly send back or deliver the goods, and in any event, not later than fourteen days from the date on which you notify us of any cancellation of this contract. The deadline is met if you send the goods before the expiry of the period of fourteen days.

You bear the direct cost of returning the goods. You only need to pay for any diminished value of the goods when such loss in value is not due to a necessary handling to ascertain the nature, characteristics and functioning of the goods.

End of revocation

Please note that the return must be shipped insured. Only then can the shipping process be detected and tracked in the event of loss of the package.

In the case of a non-free return shipping, we reserve the right to refuse to accept. In any case, such shipment costs levied to us will be deducted from the amount payable.

Costs for return shipments

In the event, you exercise your right to cancel, you have to bear the return costs if the delivered goods coincide with the ordered goods.

11. Track Your Package
You will be provided a tracking number for your order, allowing you to identify the location of your parcel during shipping.

12. Shipping Rates & Information
Please check Shipping Conditions.

13. Manage Your Account Information


BIOSAL Naturprodukte

Biosal Naturprodukte 
Alcira Supancic
Eschenbachstrasse 2
2100 Korneuburg

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