Frequently Asked Questions
Thanks to your help and collaboration throughout the years, we have collected the most common and frequent questions.
We appreciate your effort to send us your opinions, ideas, and complaints; we accept them and we’re doing our best to handle them in the most professional way.
In case you don’t find an answer in the following section, please do not hesitate to contact our customer care department:
Email: firstname.lastname@example.org • Customer Service: Mon-Fri: 10am-7pm
How do I register to your site?
Click the “create a new account” menu at the top-right side of our site. You will be transferred to the registration form.
I wasn’t satisfied with the product/service I have received in the SABON store; with whom should I speak?
For any problem related to the product, service or any other appeal, we will gladly receive your e-amil. You can contact us directly via email@example.com
I placed an order and it hasn’t arrived yet. How can I check the order status?
In order to track your order, you must be a registered user. If you are not, fill in the registration form before placing the order.
As soon as you are a registered customer, click the “Track your order” item. In that section you will be able to review your order and track the order status.
Should your order be shipped already, you will receive an e-mail with your DHL Tracking number with which you can track your order here:
How do you assure secure online transactions with credit cards?
The billing process is made by a third part company, EVO Payments, which uses the most efficient tools and technologies for data security.
If you would like to know more about the online billing method, further information is available at: www.EVOpayments.eu
I couldn’t finalize an online payment with the credit card. What should I do?
For any problems related to the payment process, you may contact our Customer Care. We have the possibility to finalize your payment by means of your credit card number in our store in cologne. Please contact us via firstname.lastname@example.org.
What kind of payment methods do you accept?
You can choose to pay via PayPal or credit card.
We accept the following cards: Visa, MasterCard and DebitCard.
How can I renew my account as a SABON user?
If you are a registered customer and you forgot your username or password, access the “Sign In” page and click “Forgot Password”. You will be asked to fill in your email address. Shortly, you will receive an email with your username and a new password.
I need an invoice for my order, how can I receive one?
When you finalize your order, there is a possibility to leave a note for our Customer Care. Please leave us a remark with your wish for an invoice here.
Do you make product deliveries outside Germany?
We ship to destinations in Germany, the Netherlands and Austria. If you reside outside, please check our SABON Worldwide page for your nearest retail location or contact us via email@example.com.
Shipment & delivery
- The delivery takes place via DHL within 3-5 working days.*
- The shipping cost is 5€ and is free of charge with every purchase above 50€.
- The delivery takes place via DHL within 4-7 working days.*
- The shipping cost is 10€ and is free of charge with every purchase above 70€.
*Working days excludes Saturday, Sunday and holidays.
What should I do if I receive a wrong order?
For any mistake or problem regarding your order and the delivered products, please contact our customer care via firstname.lastname@example.org
Can I cancel or change my order?
After placing an order, please call the Customer Care immediately to make changes or cancellations, as your order is processed within minutes.
I would like to return a product; what would be the process?
You have 30 days from the date of purchase to return products for a refund.
All returns must be accompanied by a valid invoice/receipt. The shipping cost is non-refundable.
How can I join the club?
By adding our Royal Passport Card to your shopping basket:
Do I have to pay for the membership?
No, the membership is free of charge.
I’m already a club member since I joined in one of the german stores. Can I collect points with my web orders?
Yes. With every purchase online we do check if you are already registered to the Royal Passport Club. If so, you’ll also collect points online.
Do I somehow have to link my Royal Passport Card to my account online?
No. We do check your membership with every single webshop-purchase.
How do I redeem points?
A redemption of your collected points is only possible in one of our german stores or with an order in our cologne store via telephone.
You can not redeem points online at the moment.
When do my points expire?
Your points don’t expire.
How many points to I earn for my purchase?
You will receive one point per 10€ purchase.
Example: An 80€ purchase will be rewarded with 8 points.
What is the worth of one point?
Each point is worth 0,50€.
Do I receive my birthday gift and 15% on one purchase during my birthmonth online?
No. Both - the present and your 15% voucher - are only valid in one of our german stores.
Can I use my Royal Passport Card from abroad?
Every membership from Germany and UK is valid in our webshop and stores.
Cards, points and gift cards from the Netherlands do not apply in Germany.
When was the Sabon Company founded?
Sabon was founded in Israel in 1997. The first location was on Shenkin St. in Tel Aviv. Much more information about SABON Company is available on our “About SABON” page.
Are there franchise or wholesale opportunities with Sabon?
Sabon is a privately owned and operated company; therefore, there are no franchise or wholesale opportunities. If you are interested in opening a Sabon branch or in carrying our products abroad, please send an email to email@example.com.
Where can I find SABON stores?
What is the body butter and how do you store it?
Our Body Butter is a highly moisturizing bar made of Shea butter, cocoa butter, and beeswax. Natural plant extracts are used to scent the product. Due to the natural ingredients, the product tends to melt slightly during warmer months, so it is helpful to store the product in a cool place.
What is the difference between the Body Butter and the Butter Cream?
Our Body Butter is our most moisturizing product. Based on Shea butter, cocoa butter and beeswax, this product may be used as a spot treatment to soothe severely chapped and dry skin. The butter cream, on the other hand, is intended for use over the entire body. This too is based on Shea butter, but contains skin moisturizing ingredients like glycerin and olive oil.
What are the differences between your scrubs?
We have two types of scrubs, with different levels of exfoliation, cleansing, and moisturizing.
The Body Scrub is made from Dead Sea salts, a mix of natural oils and fragrance. This scrub reveals a newer, softer skin through intense exfoliation.
Our Shower Scrub is the mildest of them. Sugar exfoliates your skin and natural oils deliver moisture for all skin types.
Can I use any of the soaps on my face?
Yes. Our Olive Oil Honey Vanilla Wheat and Olive Oil Mud soaps are excellent for delicately exfoliating, moisturizing, and, of course, cleansing the skin.
What is beneficial about the Dead Sea?
The Dead Sea is known for its unique mineral wealth, which can ease and heal numerous ailments, such as respiratory and skin related diseases. Additionally it has been proven to relieve rheumatism, relax the muscles, and deliver to the skin essential minerals that improve moisture and elasticity.
Why are some products packaged in glass?
Any product that is packaged in glass is likely to be better preserved in its original form than any other kind of packaging. Also, glass is made of less processed ingredients than plastic, making it easier to be recycled. Sabon is going green day by day, so we try to use as many recyclable products as possible.
What are parabens and which Sabon products are paraben-free?
Parabens are a group of chemicals widely used as a preservative in the cosmetic and pharmaceutical industries. They safely fight off bacteria and fungi and can be found in many cosmetics and products we use daily (like toothpaste, shampoo, and lotions). Their history of safe use explains why parabens are so commonplace. Current studies have investigated possible side-effects of products containing parabens, so, to keep you informed, here is a list of paraben-free products:
- sorbet body gels
- body lotions
- hand creams
- foot cream
- body butters
- body oils
- body dews
- mineral powders
- shower oils
- foamy body gels
- bath foams
- milky soaps
- liquid hand soaps
- solid soaps
- scrubs, except the creamy ones
- hair care products
- organic producs
Why are synthetic chemicals used in your products?
Many ingredients are used to preserve the contents; without these chemical preservatives, the products would not last more than several days. The only instance when a synthetic material is acceptable is when there is no viable natural alternative and it has absolutely no negative effects — on you or the environment. The term "fragrance" on our labels may indicate the use of natural fragrance (essential oils), synthetic fragrance or a combination of both. Sabon makes every attempt to use blends of natural oils in formulating our fragrances. However, on certain occasions, it may be necessary the use of synthetic ingredients in our fragrances, in order to sufficiently mix the fragrance with the product formula base, and to keep the product stable.