Votre commande est validée une fois que le paiement a été accepté par Cosmétic Family. Vous recevrez alors un mail automatique de confirmation de commande. Cosmétique Family, s'engage à honorer les commandes reçues, uniquement dans la limite des stocks disponibles.
Preparation of your parcel
Your order is then prepared and shipped from Paris on working days. As soon as the shipment is sent you will receive an e-mail confirming the shipment with a tracking number. Our order preparation times are as follows and may vary depending on the time of year.
o for any order placed from Monday to Friday, the order will be shipped the following day.
o for any order placed from Friday to Sunday evening, the order will be shipped the following Monday.
o for all orders placed on public holidays, the order will be shipped the next business day.
Shipment of your parcel
Delivery times are the sole responsibility of the carriers and under no circumstances could the responsibility of Cosmetic Family be incurred in the event of failure to meet delivery deadlines.
Delivery charges :
In metropolitan France :
Home delivery (Colissimo or letter followed), 2 business days after shipment 4.50€
Free delivery from 40€ of purchases.
In Europe :
Austria, Belgium, Denmark, Finland, Greece, Ireland, Italy, Luxembourg, Netherlands, Portugal, Spain, Sweden, Switzerland, Bulgaria, Cyprus, Croatia, Estonia, Hungary, Iceland, Latvia, Lithuania, Malta, Norway, Poland, Czech Republic, Romania, Slovakia, Slovenia.
Home delivery (Colissimo or letter followed), 5 working days after shipment 10€
Free delivery from 80€ of purchases.
Dom Tom- international :
Zone 1: USA, Canada, Guadeloupe, French Guiana, Martinique, Mayotte, New Caledonia, French Polynesia, La Réunion, Saint-Barthélemy, Saint-Pierre-et-Miquelon, Saint-Martin, Wallis and Futuna.
Home delivery (Colissimo or letter followed), 7 business days after shipment 30€
Your parcel has not arrived ?
Make sure it wasn’t delivered to a neighbor.
If not, the following steps should be followed step by step:
Step 1: Open a complaint with the post office for the letters tracked, or for Colissimo via the parcel tracking site or by phone at 3631 for France (free service + call price).
Step 2: Notify us of the loss of the parcel (via the contact form) indicating the order reference and the complaint reference, so that we can validate the loss of the parcel.
It is imperative that you take these steps to validate the claim
Return or exchange
You have received a product and it is not suitable for you? You can return it to us. It 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 at our expense.
To make a return, contact (via the contact form). Once your return request for exchange or refund has been validated, you must send the product(s) back to the following address:
437 chemin du Caladou
Exchange or repayment
Upon receipt of your return package, we will send you a confirmation email.
In the case of an exchange, it will be processed as soon as possible according to availability of the products within a maximum of 14 days after receipt of your articles. In case of unavailability, we will contact you to inform you.
In the case of a refund request, it will be made within 14 days of receipt of your items on the account associated with the credit card if the customer wants to provide their bank details.
Otherwise, by bank cheque in euros, addressed in the name of the customer and in the absence of other information on his part to the billing address indicated on the order.
We advise you to choose a mode of transport with tracking number. Without tracking number, we will not accept any claim