Help Center

SweetCare is an international award-winning online store for beauty and dermocosmetics, based in Porto, Portugal. Since 2008, we’ve delivered authentic skincare, makeup, haircare, fragrances, dermocosmetics, and beauty devices from the very best brands to customers worldwide.

Yes, all products at SweetCare are 100% original and authentic. We source directly from official beauty brands and authorized distributors. Every item is factory-sealed and fully compliant with EU health and safety standards. SweetCare is a licensed and regulated retailer by Infarmed (Portugal’s National Authority of Medicines and Health Products), making us one of the most trusted places to shop for skincare, makeup, fragrances, and dermocosmetics online.

We protect our customers by working exclusively with brand partners and official European distributors. All items undergo batch verification and EU regulatory compliance checks, ensuring you always receive safe, original skincare, perfumes, and makeup products.

Each product page includes the main ingredient, application instructions, and brand details. Full INCI lists are printed on the packaging, as required by EU regulations.

Yes. All photos represent the actual product, but packaging may vary if brands update designs. Colors may appear slightly different due to variations in screen settings. Any update by a brand that is not previously communicated to SweetCare may cause a delay in updating the product image on the website. Although rare, errors may occur in product details, such as price, images, or descriptions. If this happens, SweetCare will correct the information and reserves the right to cancel any orders placed under those conditions.

We never sell expired products. Expiration dates or PAO (Period After Opening) symbols are printed on product packaging. Always follow the manufacturer’s recommendations for safe use.

SweetCare is regularly recognized for growth and trust in e-commerce, including:

• FT Europe’s Long-Term Growth Champions 2026
• FT1000 Europe’s Fastest Growing Companies (Financial Times 2023 & 2024)
• FT300 Long-Term Growth Champions 2023
• Deloitte Fast 50 Portugal & Fast 500 EMEA
• PME Líder 2024
• Exame 1000 PME 2023
These distinctions position SweetCare as one of the most trusted online beauty stores in Europe.

Simply add your favorite products to your shopping bag, proceed to checkout, enter your shipping and payment details, and confirm. You’ll receive an instant order confirmation email.

We accept Visa, Mastercard, American Express, PayPal, Google Pay, AliPay, WeChat Pay, Scalapay & Klarna (selected countries), as well as local European options like SEPA Bank Transfer, Multibanco, and MB WAY (Portugal). Available options are displayed at checkout.

Yes. All payments are encrypted and processed via certified, PCI-compliant providers. SweetCare never stores full card details.

This is a temporary bank hold to verify funds. If the order fails or is canceled, the hold will be automatically released according to your bank’s policies.

We process orders quickly, so changes may not be possible once processing starts. If you need to update your delivery address after the order has shipped, the shipping company may apply a fee, which will be the customer’s responsibility. For any changes, please contact Customer Care immediately with your order number.

Yes, SweetCare digital eGift Cards are available online and can be redeemed at checkout. Please note that only one eGift card can be used per purchase.

All prices are displayed and invoiced in Euros (EUR). For your convenience, you may also view and pay in different currencies depending on your location, with the final amount always shown before checkout. Any additional card fees, taxes, or currency conversion charges are determined by your bank and remain outside SweetCare’s responsibility.

Yes. SweetCare offers worldwide delivery of beauty products, perfumes, haircare, and dermocosmetics. We ship across Europe, America, Asia, Oceania, and Africa with fast and tracked courier services. At checkout, you’ll see all available carriers, shipping costs, and estimated delivery times based on your destination.

• Portugal & Spain: 1–3 business days
• EU countries: 2–7 business days
• Outside the EU: 3–15 business days, depending on customs clearance and carrier

Shipping fees depend on destination, carrier, and order weight and volume. The exact cost is displayed before payment at checkout.

Yes. Free shipping is available for orders above a minimum value, depending on your delivery destination or ongoing promotional campaigns. The exact threshold applicable to your order is always displayed in your shopping cart before checkout.
Please note that free shipping conditions may change during special promotions, seasonal campaigns, or due to courier updates. Additionally, orders with unusually high volume or weight are not eligible for free shipping. If free shipping applies, it will always be clearly indicated at checkout.

Within the EU: VAT is included, no extra charges. Outside the EU: Orders may be subject to customs duties or local taxes, in accordance with the regulations of the destination country. Any such charges are the sole responsibility of the customer.

Once shipped, you’ll receive a tracking link by email. You can also log in to your SweetCare account to see tracking details.

Check your tracking link for updates. If the estimated delivery date has passed, contact Customer Care for assistance.

If your order is lost by the carrier, please contact Customer Care with your order number. We will open an investigation with the carrier and, once officially confirmed, arrange either a replacement or a refund.

If your parcel or products arrive damaged, please send us clear photos of the packaging and items within 48 hours of delivery. Our Customer Care team will carefully review your case and assist you with priority, ensuring the best possible solution for you.

If you experience any issue with your order, please contact our Customer Care team within 48 hours of receiving it. Make sure to include your order number along with photos of the parcel box and products. This timeframe is required to activate the insurance during the resolution window. If the problem was on our side or occurred during delivery, we’ll resolve it promptly and ensure everything is taken care of for you.

You may return items within 14 days of delivery, as long as they are unopened, unused, and in their original sealed packaging. For hygiene and safety reasons, the following cannot be returned unless defective:

• Opened or used skincare, makeup, or fragrances
• Intimate apparel such as underwear, shapewear, or bras
• Electronic beauty devices that have been opened or used
To start a return, simply contact Customer Care with your order number, and our team will guide you through the process.

Contact Customer Care with your order number and reason. We’ll reply with step-by-step instructions.

If you are returning a product due to a change of mind, the return shipping costs will be the customer’s responsibility. However, if the return is due to a defective or incorrect item, SweetCare will cover all return costs.
Please note that SweetCare cannot refund an amount higher than what was originally paid to us. In these cases, any eligible reimbursement of return costs can only be provided through the issuance of a discount voucher.

Refunds are issued after the returned product has been inspected. They are issued back to the original payment method, although store vouchers may be offered as an alternative. Please note that it may take a few days for the refund to appear in your account, depending on your bank’s processing times.

Customs duties and taxes are applied by the destination country’s customs authorities directly to the customer. As these are legal charges, they cannot be refunded or covered by SweetCare. In some cases, the same customs duties and taxes may be charged again to SweetCare when processing the return. If this happens, these costs will be deducted from your refund. We recommend checking your country’s customs policies before placing an international order.

Contact Customer Care with your order number and reason. We don’t offer direct exchanges. To get the item you wish, please return your original product for a refund and place a new order. Refunds are processed quickly once we receive your returned item.

Yes. We regularly run seasonal campaigns such as Black Friday, Boxing Day, Lucky Friday, Prime Days, and exclusive brand offers.

Enter the code at checkout in the discount code field. The discount will apply instantly if valid.

Check expiration date, minimum spend, and excluded brands or categories. If the code is valid and still not working, contact Customer Care. Our team is always happy to help.

Only one promotional code can be used per order. Some brands or sets may be excluded from discounts due to supplier restrictions.

No. Rewards and promotional codes generally cannot be combined unless specifically allowed.

Yes, during specific promotions or campaigns. Availability is limited and while stocks last.

Contact Customer Care with your order number. If it was a mistake, we’ll resolve it.

Rewards Club members may receive birthday surprises, depending on tier and campaign availability.

The SweetCare Rewards Club is our exclusive loyalty program that gives you guaranteed cashback on every purchase.
Every order helps you progress through different tiers, unlocking higher cashback rates and exclusive premium benefits along the way.
The more you shop and engage, the more you unlock.
It’s our way of saying thank you for choosing SweetCare - your loyalty gets truly rewarded.

Joining is simple and free.
Just create a SweetCare account, and you will be automatically enrolled in the SweetCare Rewards Club. The program is valid only for individuals aged 18 or over. Employees, affiliates with a direct partnership and any suspicious abusive profiles are excluded.

Yes. SweetCare reserves the right, at any time, to modify or discontinue this program, as well as to suspend the account and/or associated benefits whenever there are indications of non-compliance with the rules or abusive use. These measures aim to ensure transparency, fairness, and the proper use of the program by all participants.

Your journey is divided into four tiers:
Member
Insider
Lover
Curator
You progress by:
Placing orders
Completing badges (such as registration, first purchase, reviews, profile completion, etc.)
Each tier unlocks increasing benefits, such as higher cashback, early campaign access, gifts, and personalized services.

"If you don’t re-qualify, your tier will be adjusted to the one that matches your activity from the past 365 days.
You’ll still keep your account, badges, and any available cashback."

Yes. Tiers are reviewed daily based on the purchase history of the last 365 days.
If your activity no longer meets the requirements of your current tier, your tier will automatically move to the tier that reflects your activity. If the requirements are not met, your tier may be adjusted to the tier that matches the applicable criteria.

You earn cashback on all purchases, calculated on the product value only (shipping excluded).
Member: 1.5%
Insider: 2.5%
Lover: 3.5%
Curator: 5%
Cashback is credited to your account once the order is shipped. Log in is mandatory.

You can convert your cashback balance into immediate discount at the shopping cart & during checkout. Cashback is applied exclusively to the value of the products and does not cover shipping fees, taxes, or additional services.

Yes. Cashback is valid for 6 months from the date it is credited to your account.
Any unused balance will automatically expire after this period.

The SweetCare Rewards Club cashback can be combined with products with promotional prices, but cannot be combined with other promotional or discount codes.

Yes. Cashback is earned on all orders and is calculated only on the value of the products.
Shipping costs, taxes, and fees are not included in the cashback calculation.

If an order is returned or refunded, the corresponding cashback will be removed from your balance.

No. A minimum cashback balance will not be required to redeem it at checkout.

Badges reward your engagement with SweetCare. You can earn badges by actions such as:
Registration - Create your SweetCare account.
Newsletter Subscription- Subscribe to our newsletter.
Basic Profile - Add your basic profile details.
Complete Profile - Finish your full profile setup.
First Purchase - Place your first order.
Product Review - Publish a product review.
Wishlist - Create a wishlist.
Referral Code - Share a referral code.
Consultation Request - Request a personalized beauty consultation with our Beauty Advisors.
Loyalty Card - Join a brand's loyalty program and activate at least one loyalty card.
Gift Card - Buy a Sweetcare gift card.
Badges help you progress faster through the journey tiers and unlock additional advantages.

No. Once earned, badges remain in your account and count towards your journey progress.

Most badges can only be earned once.
Some special or seasonal badges may be available again during specific campaigns.

Yes, badges are mandatory and they help you progress faster through the journey tiers.

No. Rewards, cashback, and benefits are personal and non-transferable.

As you move up the journey, you gain access to:
Higher cashback rates (up to 5%)
Birthday offers (up to 16% off)
Early access to campaigns
Gifts and samples with purchases
Double cashback days
Personalized beauty counseling sessions (upper tiers)
Your current benefits are always visible in your Rewards Club dashboard.

You can monitor everything in your SweetCare Rewards Club area, including:
Current Journey Tier
Progress bar and next milestones
Earned badges
Cashback balance and transaction history.

Your personal information is used only to manage your account, personalise your experience, and deliver Rewards Club benefits.
For full details, please visit our Privacy Policy.

Yes. You can join and earn cashback without completing your full profile. However, completing your profile unlocks additional benefits, badges, and personalised recommendations.

This program is valid only for individuals aged 18 or over, excluding employees and affiliates with a direct partnership with SweetCare. We reserve the right, at any time, to modify or discontinue this program, as well as to suspend any account and/or offer whenever a suspected case of non-compliance or abusive use is detected.

The personal data collected will be processed by SweetCare, as the entity responsible for processing your personal data, for the purpose of managing your participation in the 'Loyalty Card' program, in accordance with the applicable Privacy Policy.

Click “Register” on our site, enter your details, and confirm by email.
You can also log in with your Facebook or Google account.
In this case, your SweetCare account will be registered with the email associated with that service, and your access will always be validated through it.

Guest checkout is available, but an account is recommended for order tracking, returns, and rewards.

Click “Forgot Password?” on the login page and follow the instructions sent to your email.

Log in to your account → My Profile to edit personal data, addresses, and preferences.

Click “Unsubscribe” at the bottom of any SweetCare email or update preferences in your account.

Submit a GDPR request and contact Customer Care. We’ll verify and process the deletion.

Use our filters (skin type, concern, price, ingredients) or request help from Customer Care. Our team is always happy to help.

Always consult your doctor. For the complete list of ingredients, please contact our Customer Care team for assistance.

Each product page includes “How to Use.” Instructions are also printed on packaging or enclosed in leaflets.

SweetCare offers many cruelty-free and vegan brands. Use filters to browse according to your needs.

Yes. Complimentary samples are added when available. Some brands also provide mini or travel sizes you can purchase, within the available stock.

Yes. Our affiliate program allows influencers, bloggers, and publishers to earn commissions by promoting SweetCare.

Apply via our affiliate platform or contact [email protected]. Once approved, you’ll receive affiliate links and assets.

• Competitive commissions
• > 650 beauty brands
• International reach
• Exclusive campaigns
• Dedicated affiliate support

Bloggers, influencers, content creators, loyalty sites, and publishers.

Through our affiliate platform, with transparent tracking and scheduled payouts.

Yes. Our site uses HTTPS encryption, fraud protection, and secure payment gateways.

Yes. Customers can access, modify, or delete their data according to GDPR rights.

No. We never store full card details. All payments are processed securely by certified providers. For your convenience, you may choose to save your payment information for future purchases. In this case, the data is securely stored and managed by our certified payment provider, not by SweetCare.

SweetCare offers many cruelty-free and vegan products, clearly labeled when available.

Yes. We are always improving packaging, shipping materials, and logistics to reduce waste.

Through our Help page contact, by emailing [email protected] or Chat at checkout. Include your order number for faster service.

We offer multilingual assistance. English and Portuguese are always available.

Our Customer Care team is available Monday to Saturday, from 9:00 to 18:00, and usually responds within 24 hours.

Contact Customer Care — we’ll be happy to help!