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Frequently Asked Questions

Test on animals (1)
Does 3INA test on animals?
No, we absolutely do not test on animals or get a third party to do it for us. Who could? All of our...

No, we absolutely do not test on animals or get a third party to do it for us. Who could? All of our makeup products are manufactured in the EU where animal testing in the cosmetics industry has been strictly forbidden since 2013.

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3INA Products (4)
Where are 3INA products manufactured?
We are committed to sourcing the best quality formulas and packaging at reasonable prices. Our makeu...

We are committed to sourcing the best quality formulas and packaging at reasonable prices. Our makeup products are entirely manufactured in the EU countries of France, Germany, Italy and Spain.

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Where can I buy 3INA products?
You can find 3INA products in our stores all over the world. We also ship online to countries includ...

You can find 3INA products in our stores all over the world. We also ship online to countries including Australia, the UK and several countries in Europe such us: Belgium, France, Germany, Luxembourg, Netherland, Portugal & Spain. If you want to find all our locations, please go to country.3ina.com. If these options aren’t possible for you you can also find us on asos.com, who ship globally. 

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What are parabens and is all 3INA make-up paraben free?


Parabens are essentially synthetic ingredients that are used by many cosmetic brands as preservative...

Parabens are essentially synthetic ingredients that are used by many cosmetic brands as preservatives, but like many artificial things they can cause irritation to skin. 3INA’s entire range is paraben free, which is great news for you! And if you’re worried that that compromises product quality - panic not. 3INA always uses the best quality ingredients and the most reputable manufacturers.

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Is 3INA make-up vegan?
Much of the 3INA range is free of any animal products and in the near future we plan to make it much...

Much of the 3INA range is free of any animal products and in the near future we plan to make it much clearer which products fulfil this criteria. Check out our labels when browsing in-store or the product description if you browse online, as these usually stipulate when a product is vegan. Bear with us - we’re working on it!

Do not hesitate to contact our Customer Service if you have any question about any of our products.

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User accounts (5)
How do I create an account on 3INA's website?
Creating an Account with 3INA is very simple:

- Click on "My Account” (top right)...

Creating an Account with 3INA is very simple:

  • - Click on "My Account” (top right).
  • - Enter the required data and give your consent to data handling and the receipt of the Newsletter. At the end click on "Join".
  • - You will receive an email welcoming you to 3INA.

During the purchase process you will be invited to create an account before placing the order.

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What are the benefits of creating an account on the website?


Registering on the site is useful because:

- You will be able to track your orders in real tim...

Registrarse en la web es útil porque:

  • - You will be able to track your orders in real time
  • - You will be able to use our Love List feature and keep all your 3INA favourites in one place
  • - You will be able to access your order history, print invoices or even reorder from the dashboard
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I have an account on the Website, how do I access to it?
To access your account, select "My Account" (at the right top) and enter your e-mail addre...

To access your account, select "My Account" (at the right top) and enter your e-mail address and password. Then click on "Login”.

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Where can I change my personal information?
To manage personal data such as your name, email, phone number or address, please go into your perso...

To manage personal data such as your name, email, phone number or address, please go into your personal profile in the My Account section and select the data you want to edit in the appropriate panel

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I have forgotten the password to access the site, what can I do?
Don't worry, you can easily retrieve a new password:
- Click on "My Account".
- Cli...

Don't worry, you can easily retrieve a new password:
- Click on "My Account".
- Click on the "Password Help" link , enter the email address used to register for the site, and then click on "Send email".
- You will receive an email with instructions on to change your password.

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Newsletter (2)
How can I receive 3INA's Newsletter?
To subscribe to 3INA's Newsletter and be always informed about new products, special events and offe...

To subscribe to 3INA's Newsletter and be always informed about new products, special events and offers, all you need to do is give your consent to receive promotions and Newsletters during your registration to the site, at the checkout of your purchase order process or just through the "Suscribe to the mailing list!" feature, to be found at the footer of the website.

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I want to unsubscribe from the 3INA newsletter.
We’re sorry to lose you! If you no longer wish to receive updates from 3INA about new products...

We’re sorry to lose you! If you no longer wish to receive updates from 3INA about new products, offers and special events, log in with your account and from your Dashboard, go to the Newsletter section to unsubscribe.  

Also, you can drop us an email at our Customer Service email and we will unsuscribe you from our Newsletter.  

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Order Issues (6)
I'm missing an item from my order.
We're sorry about that! Please give our Customer Care team a shout with the order number and the nam...

We're sorry about that! Please give our Customer Care team a shout with the order number and the name and number of the missing product. You can contact our team at customerserviceEU@3ina.com.

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My order has a faulty item. What should I do?
In the (very) unlikely event that one of our products arrives in a faulty or broken state please get...

In the (very) unlikely event that one of our products arrives in a faulty or broken state please get in touch with us at customerserviceEU@3ina.com and we'll either refund you or replace the item. 

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My order has a faulty item. What should I do?
In the (very) unlikely event that one of our products arrives in a faulty or broken state please get...

In the (very) unlikely event that one of our products arrives in a faulty or broken state please get in touch with us at customerserviceEU@3ina.com and we'll either refund you or replace the item.

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My order has an incorrect item. How should I let you know?
In the (very) unlikely event that you receive an incorrect item please get in touch with us at {{con...

In the (very) unlikely event that you receive an incorrect item please get in touch with us at customerserviceEU@3ina.com and we'll replace the item with the correct one.

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Can I make any changes to an order I've placed?
We aim to get your new products to you as speedily as humanly possible which means that unfortunatel...
We aim to get your new products to you as speedily as humanly possible which means that unfortunately we can't make any changes to your order once you've placed it. This includes changing the delivery option, delivery address or payment method.
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Delivery (2)
How does your Standard Delivery service work?
Your products should be on your doorstep within 7 days of your order being approved by us! We'll not...

Your products should be on your doorstep within 7 days of your order being approved by us! We'll notify you by email when this happens.

You can check up on your order anytime using the tracking number we will send once your products start winging their way to you.

We’ll email you a link to your tracking information once your parcel has been shipped from our warehouse. You can also track your order by logging into 'My Account' and viewing your most recent orders. Just click 'Track This Order' and you’ll be directed to the carrier tracking page.

In most cases, your order can be delivered if you're not in - but if there is an issue of any kind then the carrier will leave a delivery card and try again at a later time

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What should I do if my order hasn't been delivered yet?
Your estimated delivery date is in your Order Confirmation email – please allow until this dat...
Your estimated delivery date is in your Order Confirmation email – please allow until this date for your order to arrive.
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Returns & Refunds (1)
What is your Returns Policy?
We're sorry that you didn't love your 3INA products. If you want to return something from Spain, ple...

We're sorry that you didn't love your 3INA products. If you want to return something from Spain, please reach out to us at hello@3ina.com. 

All returns must be placed within 30 days of receiving the order. 

The goods are your responsibility until they reach our warehouse, so make sure it's packed up properly and can't get damaged on the way! We try hard to accept all returns as long as they're not used and in their original packaging. Once we receive your parcel you will receive a confirmation email from 3INA. Please allow us 2-3 working days to process the return and proceed with the refund.

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Payments, Promos & Gift Vouchers (3)
Can you help me with my promo code?
You need to enter the code exactly as it was given to you, without any spaces. Type or copy and past...
You need to enter the code exactly as it was given to you, without any spaces. Type or copy and paste the code into the 'Discount code' box.
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How can I pay for my order?
You can use as payment method, both PayPal and Credit Card (VISA and Mastercard) for your order. We ...
You can use as payment method, both PayPal and Credit Card (VISA and Mastercard) for your order. We take your security very seriously, therefore your details are safe under lock and key with us.
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When will my account be charged for my 3INA order?
If your card is authorised, payment will be taken immediately, and you will receive an email confirm...
If your card is authorised, payment will be taken immediately, and you will receive an email confirming that your order has been successful. If your card is not authorised, payment will not be taken, and we'll email to let you know your bank or card issuer wouldn't authorise the payment.
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Other topics (1)
I have another question that’s not answered here. 
Don't worry - for a quick, personal reply to any question just drop us an e-mail at our customer ser...

Don't worry - for a quick, personal reply to any question just drop us an e-mail at our customer service inbox hello@3ina.com. 

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