DELIVERIES AND RETURN
1. Your order
Your order is validated once payment has been accepted by COSMETIC FAMILY. You will then receive an automatic order confirmation email. COSMETIC FAMILY undertakes to honor orders received, only within the limits of available stocks.
2. Preparing your package
Your order is then prepared and shipped on working days. Upon shipment you will receive a shipping confirmation email with a tracking number. Our order preparation times are as follows and may vary depending on the time of year:
In order to reduce the impacts of our deliveries, we have chosen to work with COLISSIMO.
For any order placed from Friday to Sunday evening, the order will be shipped the following Tuesday.
For all orders placed on public holidays, the order will be shipped the following business day.
3. Shipping your package
Delivery times are the sole responsibility of the carriers and under no circumstances can COSMETIC FAMILY be held liable in the event of non-compliance with delivery times.
4. Delivery costs
In mainland France
Home delivery by colissimo without signature or to a relay point, 2 working days after dispatch €4.90
Free delivery from 45€ of purchases.
In Europe
Germany, Austria, Belgium, Denmark, Spain, Finland, Greece, Ireland, Italy, Luxembourg, Netherlands, Portugal, United Kingdom, Sweden, Switzerland, Bulgaria, Cyprus, Croatia, Estonia, Hungary, Iceland, Latvia, Lithuania, Malta, Norway, Poland, Czech Republic, Romania, Slovakia, Slovenia.
Colissimo home delivery, 5 working days after shipping €10
Free delivery from 80€ of purchases.
Dom Tom - international
Guadeloupe, French Guiana, Martinique, Mayotte, New Caledonia, French Polynesia, Reunion, Saint-Barthélemy, Saint-Pierre-et-Miquelon, Saint-Martin, Wallis and Futuna.
Colissimo home delivery, 7 working days after shipping €20
USA, Canada, Colissimo home delivery, 7 working days after shipping €30
5. Your package has not arrived?
Check that it was not delivered to a neighbor.
If this is not the case, here is the procedure to follow, step by step :
Step 1: open a complaint with the post office for tracked letters, or for Colissimo via the parcel tracking site or by telephone at 3631 for France (free service + call price).
Step 2: notify us of the loss of the package (via the contact form) indicating the order reference as well as the complaint reference, so that we can validate the loss of the package.
It is imperative that you take these steps to validate the claim
6. Return or exchange
Have you received a product and it does not suit you? You can return it to us. This must be intact, unopened and in its original packaging. You have 14 days to return it to us from the invoice date.
Return costs are our responsibility.
To make a return, get in touch (via the contact form). Once your return request for exchange or refund has been validated, you will need to return the product(s) to the following address:
COSMETIC FAMILY
437 chemin du Caladou
06560 VALBONNE
FRANCE
7. Exchange or refund
Upon receipt of your return package, we will send you a confirmation email.
In the case of an exchange, this will be processed as quickly as possible depending on availability of the products within a maximum period of 14 days following receipt of your items. If the items are unavailable, we will contact you to inform you.
In the case of a refund request, this will be made within 14 days following receipt of your items on the account associated with the bank card if the customer is willing to provide their bank details.
Otherwise, by bank check in euros, addressed to the customer's name and in the absence of other information from him to the billing address indicated in the order.