Return period
In accordance with current regulations, you have 14 days from receipt of your order to request the return of products.
Information to send us
To facilitate the processing of your return, we need the following information:
- The number of the order concerned by your returns request
- List of products concerned
- The reason for the return
- A photograph of the product in its current condition
As a reminder, if you are returning your order, the products offered must also be returned. Please be careful, any products received that do not form part of the order designated at the time of the returns request will be considered as excess products received. Please also note that return charges apply to each order individually.
Christmas offers & limited editions - special conditions
As Christmas offers are available in very limited quantities (Calendars & Boxes), these products cannot be returned or exchanged.
To report a problem with one of your products, please contact customer service within 48 hours after reception of the parcel.
Any request made after this time cannot be processed. Find all the information here.
Condition of products
The legal right of withdrawal cannot be exercised if the products have been opened or used after delivery and cannot be returned for hygienic or health protection reasons.
Products must be returned in their original packaging and condition. We therefore ask you to ensure that the products are returned in their original packaging by putting the serums back in the cardboard sleeves to ensure the safe return of the products. It is your responsibility to ensure the safe return of the products.
Any product returned damaged, especially due to a lack of protection in unsuitable packaging, will be considered as a damaged product and will not be reimbursed.
Next steps
Once you have made your returns request using one of our contact forms, our team will send you a returns label by e-mail.
You can then return your order by dropping the parcel off at the post office, which will cost you 3.80e (deducted from your final refund). These return costs are applied according to the current rates charged by the carriers.
The parcel will be sent to our warehouse to be received, checked and then processed by our teams. If your return is in order, your refund will be processed as quickly as possible.
*Please note that limited edition products as the advent calendar will not be eligible for return.