FAQ

Deliveries and returns

France - Free shipping over €45 

- Colissimo home delivery without signature within 2 to 3 business days after shipment - €4.90

- Colissimo home delivery with signature within 2 to 3 business days after shipment - €5.90

International - Free shipping over €100 

Shipping methods and rates vary depending on the country and the weight of the package. Different options will be offered when you confirm your cart. Customs fees may apply upon delivery of the package, depending on your country of residence and the amount of your order. The customs fees are at your charge.

Your order will be shipped within 48 hours (except on weekends and holidays) but shipping delays depend on the carrier. Once the order has been dispatched, you will receive a tracking link for your package. In case of late shipping or anomaly, please contact us at [email protected].

We deliver to all EU countries (except the Netherlands), as well as anywhere in the world except Afghanistan, Algeria, Japan, Morocco, Russia and Turkey. Shipping costs vary depending on the shipping option and are free for orders over €100. Customs fees may apply upon delivery of the package, depending on your country of residence and the amount of your order. They will be at your charge.

You may be asked to pay customs fees upon delivery of the package, depending on your country of residence. The amount is specific to each country and depends on the amount of your order.

First of all, ask your neighbors or landlords, perhaps one of them has collected your parcel for you. If your parcel cannot be found, contact us at [email protected]. We will come back to you quickly to find a solution and open an investigation with the carrier.

Home deliveries are ensured by the services of La Poste in France. If the delivery is impossible (error in the address, absence at the time of delivery, etc.), your order will be dropped off at the nearest post office and you will have 15 days to collect it. If you are absent, the postman may leave a delivery notice in your letterbox, which will allow you to reschedule a delivery at your convenience.

If your order has unfortunately been damaged in transit, please contact us directly at [email protected], enclosing photos of the damaged order and products. We will get back to you as soon as possible with a solution of replacement or compensation.

You have a period of 14 days from the date of reception to return your order to us in its original and perfect condition. The return costs will be at your charge. If you wish to return your order, please contact us at [email protected] so we can help. 

Any purchase made on our eshop cannot be exchanged or returned in our Parisian boutique or to any of our retailers, and vice versa. Please contact the store you purchased the product from in case you need to return it. 

If you wish to exchange a product, you have 14 days to return it to us so that we can exchange it. Only unopened and undamaged products can be exchanged. Please contact us at  [email protected] to find out how to proceed. The return costs will be at your charge.

Order

After paying for your order, you will receive a confirmation email with an order number. You will also be able to find it in the "Your Orders" tab of your account. If you have not received a confirmation, but your payment has been validated, please contact us at [email protected] so that we can check our order history.

With each order, you can select up to 5 samples to discover even more products! You will be able to select them in your basket.

Your order will be shipped within 24 to 48 hours after your purchase. Once shipped, you will receive an email with the tracking link.

Once your order has been shipped, you will receive a tracking link to follow its delivery. You can also find this link in the "Your Orders" tab of your account.

Contact us as soon as possible at [email protected]. If your order is still in our possession, we will change the delivery address. If the order has been dispatched already, you will have to wait for it to be sent back to us. It can take up to 2 weeks.

If your order has not been prepared yet, please contact us promptly at [email protected] so that we can cancel it and issue a refund. If your order has already been prepared and dispatched, we will advise you of the return procedures to follow upon reception. 

Your customer account

To create your account, click on "Login" at the top right of the screen and then enter your email address under "Create an account". This will only take a few moments. 

To log in to your customer account, click on "Login" at the top right of the screen and enter your email address and password. 

If you try to log in to your account but get an error message, make sure that your email address and password are correct. If you forgot your password, click on "forgotten password". You will receive an email to reset it.

If necessary, contact us at [email protected].

There are two ways to change your password:

1 - Go to "My account" at the top right of the screen, then click on "Your profile". Enter your current password, then the new password you want and save.

2 - Click on "forgotten password" when you log in. You will receive an email to reset it. 

You can save as many delivery addresses as you wish in the "Your addresses" tab of your customer account. They can be changed or deleted as you like.

Each time you order, you earn loyalty points and you can redeem them on your next order or later! €1 spent = 1 point and 100 points can be converted into a €7 voucher. Now you can also collect points when you leave a review on a purchased products (all orders after January 1st 2022 are eligible). For each review, you receive 20 points (€1.40).

To find out more about our loyalty program, click here

To follow our adventures and be informed of our offers, you can subscribe to our newsletter in the box at the bottom left of our website. You can of course unsubscribe at any time, by clicking on "unsubscribe" at the foot of the page of one of these newsletters, or by sending us a message at [email protected].

Sharing is caring! To know everything about our referral program, click here.

Our Products

Want to please one of your loved ones? The Absolution Gift Card (min amount: €50) is valid for one year on our online shop and doesn't have to be spent in one go.

You can print it from home or let us know when we should send it by email to the lucky one! 

Please note: The Gift Card is only valid on the eshop and will not be accepted in our boutique/spa or at any retailer. 

Taking care of your skin starts with identifying its moods and needs. To find the best routine, take our Skin Quiz and get your personalized routine in 3 minutes. Depending on your needs, you can also find the recommended products in the "Needs & Moods" tab.

We are also available to answer all your questions at [email protected].

Most of our products contain essential oils. Even though the amount used daily is very small, each pregnancy is unique and it is best to seek advice from your doctor with the product's list of ingredients so as not to take any risks.

The Mascara, Liner and Multicorrecteurs are the only products that do not contain any essential oils.

If you notice a reaction after using one of our products, stop using it immediately and send us an email at [email protected] with photos. Our development team will analyse your case and help you understand the causes of this reaction.

If you think you might be allergic to one of the ingredients, we advise to consult an allergist. We will provide you with a declaration of effects and the list of ingredients to help you identify the problematic ingredient. 

Our products have never been tested on animals since our creation in 2009. Furthermore, animal testing has been strictly forbidden in Europe since 2013, for both organic and conventional brands. 

All our products are certified organic and many are vegan. The only ingredients of animal origin that you will find are Honey, Royal Jelly and Propolis, and our suppliers are regularly audited to ensure that the products of the hive are collected with the greatest care and respect for the bees. 

All our products should be stored in a dry place at room temperature, but you can keep La Brume Systémique and our eye contour in the fridge to enjoy the depuffing benefits of the cold as well. 

Once you open a product, the time limit depends on the formula and is indicated on each packaging. Look for the "open pot" symbol with a number on it. If it's a 6, then you have 6 months to finish your product after the first use, etc. 

With each order, you can select up to 5 samples of your choice to discover even more products. We also offer travel sizes that will allow you to appreciate the texture, sensory qualities and effectiveness of our formulas.

We are always available to advise you and find the best routine for your needs. You can reach us on Instagram and Facebook or by email at [email protected].

We will get back to you as soon as possible. You can also take our online Skin Quiz, which only takes 3 minutes!

Our skincare products are made in France and our make-up range is made in Italy, where the best makeup labs are located. 

Payment

On our eshop, you can pay with Paypal, Absolution gift cards and bank cards such as Visa, CB and MasterCard.

Your payment is completely secure thanks to the 3D Secure system: this secure internet payment protocol guarantees the encryption of your bank details and their secure transmission to the banks' servers.

What are the conditions for paying in installments?

● Payment in installments is eligible for baskets ranging from 100€ to 1000€

● Cards accepted are cards issued in France such as Visa, Mastercard and American Express.

● Prepaid, virtual and systematic authorization cards are not accepted

I want to pay in installments, how do I do this?

On the payment page, select “Pay in installments with Alma”. You will then be redirected to a payment page where you will need to enter your bank details as for a standard payment. On this page you will find a summary of your upcoming deadlines. You will then receive a summary email with the calendar of your deadlines and then a reminder email 3 days before each deadline.

Is payment in installments with Alma secure?

Alma systematically performs a 3D Secure verification to confirm that you are indeed the owner of the card used. Your bank then sends you a confirmation SMS or a push notification in your banking application, in order to confirm that you are indeed at the initiative of this operation and that it is not fraudulent.

Is payment in installments available in your Paris store?

Payment in installments is not yet available in our shop. But we plan to offer it soon.

I want to be reimbursed but I paid in several installments with Alma, what should I do?

Alma is our payment partner but he cannot have access to the management of our orders. If you wish to cancel your order, obtain a refund or a commercial gesture, we invite you to contact us at the following address: [email protected]

You have more questions ?

Feel free to visit Alma's FAQ (https://support.getalma.eu/hc/en) or contact them directly at [email protected]

If an error message appears and you are unable to complete your order despite checking that all your personal information is correct, we advise you to delete the cookies and other site data stored on your computer. Once the page has been refreshed, you will need to restart your order.

If the problem persists, please contact us at [email protected] so we can help you. 

We advise you to contact your bank. If there is no problem on their side, contact us at [email protected] so that we can find a solution.

If you have a promotional code or loyalty rewards, simply enter the code in the "Discount voucher" available in your cart.

There are 3 reasons to it:

1 - There's an error in the spelling

2 - The offer is not valid anymore

3 - Your are trying to combine it with another code that isn't compatible (if so, an error message will appear). 

If you still can't use your code after checking this, contact us at [email protected] so we can find a solution.

Once the order has been placed and confirmed, we unfortunately cannot add a promotional code but you are free to use it on another order while the offer lasts. 

Where to find us

Our products are sold online on our website, and in our Absolution boutique and Spa (30 rue des Vinaigriers, 75010 Paris). You can also find our products in many other stores thanks to our retailers. Find the nearest one by visiting the page "Our retailers".

The Absolution Spa

Visit this page to learn more about our treatments and book yours online! 

We do offer treatment gift cards but unfortunately you cannot buy them directly on our website.

- If you live in Paris, the easiest way is visit our Spa (30 rue des Vinaigriers, 75010 Paris) and purchase it directly there.

- If you don't live in Paris, we can send you a payment link and send you the gift card by email or post, as you wish!