FAQ Shop


Shop

MY ACCOUNT – How to create an account ?

Click on the link at the top right of the site’s home page. In the tab “create an account”, enter a valid email address and press the “create an account” button. Then fill in the creation of an account form with your personal information. Then click the button “register”. You will receive a welcoming email with your login.

My account – How to modify my personal information ?

Login with your account, you will access to your account. You can there modify your postal address, consult your former orders, change your email address. Don’t forget to register your modifications.

My account – Password forgotten ?

If you have forgotten your password to login, click on “my account” tab at the top right of the site’s home page. In the tab “already registered?”, click “password forgotten”. Write your email address and click on “get back”.  An email will be sent with the procedure to follow in order to get a new password. If you are lost, go on this page.

My order – How can I know if my order has been registered ?

After validating your order, Laboratoires de Biarritz sends you a confirmation email with the order’s number and its recap (invoicing and delivery). This email confirms that your order has been correctly registered.

My order – How to modify or cancel my order ?

You can modify or cancel your order if it is not prepared yet. To check if it is still possible to modify or cancel it we invite you to contact our customer service at (+33) 547758106 (Monday to Friday: 9h-12h and 14h-18h) or by email at laboutique@laboratoires-biarritz.com. We will contact you back within 1 business day. For any request, please get your order’s number.

My order – What are the payment modalities ?

Your purchase payment is in euros and is treated according to the assigned commercial offer. Online payment by credit card is entirely secured. Payments by Maestro and Electron cards are not allowed.
We have the Paypal system to pay the order too. When you are abroad, we advise you payment by Paypal for no tax fees.

My order – How to follow my order ?

Once your purchase is done, an email is sent with a tracking number. With the link present in the email you will be able to know where is your order. You will also be able to follow your order with the “colissimo website” after precising your parcel number ( written in the confirmation email). If you still can’t follow your order, you can contact us at (+33)547758106 (from Monday to Friday, from 9h to 12h and from 14h to 18h) or by email at laboutique@laboratoires-biarritz.com.

The tracking system work only for order sent in France or Belgium.

Colissimo Suivi

My order – How to use a promotional code ?

If you have a promotional code, you can use it just before the validation of the order (step 1 “Recap of the order”), in the “Vouchers” tab. Don’t forget to click on the green case beside

vouchers

If the code is not correct,  a pop up will indicate you why the code is not correct.

Delivery – What are the delivery fees ?

In metropolitan France, we require an amount of 4,90€ (inclusive taxes) as a contribution to the delivery fees and if the price of the purchase is higher than 50€ we offer you this contribution.
Concerning the delivery in any other country, we invite you to consult our general terms and conditions of sale.

Delivery – What are the delivery dates ?

You order is processed if it has been registered before 15h30 on the website. Any order registered after 15h30 will be sent the following business day. Any order registered on Friday after 15h30 will be sent the next Monday. Orders can be delivered on Sunday morning.
Concerning the delivery in any other country, we invite you to consult our general terms and conditions of sale.

Once the order is send, you will receive its tracking number by email so that you can follow the order in metropolitan France. You will also be able to follow it on this page.

Conditions Expéditions Anglais

Colissimo: for a metropolitan France delivery, the colissimo is delivered by La Poste within 2 to 4 business days. It is delivered at the delivery address precised on the purchase order: it is necessary to be precise when filling in the address. If the delivery adress is wrong, you have to pay the delivery cost for a new shipment.
The delivery takes place from Monday to Saturday morning. In case of absence, the postman will let a notice telling you how to get your package: you generally have 15 days to get it.

Delivery – In wich country can I be delivered ?

We can send your order to any country in the world (by colissimo for now). We invite you to consult our general terms and conditions of sale.

Delivery – Can I be delivered at a different address ?

Your Laboratoires de Biarritz account allows you to register a delivering address which is different than the billing one: this is ideal for gifts or to be delivered on a holiday place for example.

Payment – What are the different means of payment ?

Laboratoires de Biarritz allows payment by:
-credit card (Visa or mastercard) via the securised system of payment “3D secure”
-via Paypal, a secured platform (you don’t necessary need a Paypal account to use this payment mean)

Moreover, your payment is secured via 3D secured (verified by Visa, Mastercard Secure code) which checks that you are the owner of the credit card.

Moyens de Paiement

Paypment – How to register my order ?

You will need the 16 numbers of your credit card, and the 3 last numbers of the cryptogram to pay. Then you will be redirected to the 3D Secure web page set up by your bank (it asks you a code). If you don’t want to have this step, we advise you to pay via Paypal.
This code makes it possible to identify if you are the owner of the credit card which is used for the payment. It is therefore impossible to use your credit card without your authorization. This aims at avoiding fraudulent uses of your credit card because even if your card is stolen, it could not be used without the identification code.
This code is mandatory to conclude your transaction. Without this code, your order will be canceled.

ORDER RETURNS – What are the exchange conditions ?

We can’t reimburse you. We can only exchange the product in case of errors during the order’s preparation or because of a defective product.

Moreover, with the law, we must offer a refund to customers if you told us within 14 days of receiving your goods that you want to cancel. You have another 14 days to return the goods once you’ve told us.

We must refund the customer within 14 days of receiving the goods back. You don’t have to provide a reason whereas the cost of the return will be at your charge.

Order returns – How to return my order ?

If one of the two cases mentioned previously happens to you (14 days by the law or default product), you can ask to exchange the product by:

1)sending an email using the contact form within 14 days after the receipt of the order (don’t forget to precise your order’s number, the product you want to exchange and the cause of the exchange please).
2) We will contact you back as soon as possible sending you by email a return slip (free for you) that you will have to stick on your package. Then you need to bring it to the post office or let the package on your postbox. We reimburse the return fees.
3) When we receive the package we send you back the products wished as soon as possible or proceed to the refund.

Don’t send a product without our prior approval please. Any package sent without it will be refused when receipt.

VIP PROGRAM – Do you have a loyalty program ?

We have a VIP program to reward our loyal customers.

Spend 15€, earn 1€

The principle of the program is simple: every 15€ or more (excluding shipping), we will credit your account in the amount of 1€, on account of the command you want. To keep your kitty, it’s easy, just log in using your credentials, then click on “My Rewards Account”.

Then, you have to transform your rewards into a voucher worth.

rewards

At your next order, a voucher will appear on the voucher case at the order step. You have just to click on this voucher.

 

VIP PROGRAM: – Do you have a sponsorship program ?

You like our products and you want to share your experience with your network? On our online store, it is now possible with a few clicks and we reward you for it.

Win a voucher for 5€

Just go to your account, then “sponsorship program”. Here, you can then share a referral link on your social networks and elsewhere on the web, or just fill in the fields available to you to send email invitations to your friends.

Save 5€ to your friends

If sponsorship is interesting to you, it is also for referrals. Indeed, from their first order, also will benefit from a voucher of 5€. Discover what our solar products, or our skincare line while saving money!

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