E-COMMERCE SITE FAQ

How do I place an order?

1. Fill your shopping cart

Click on “Add to cart” to select the products you want to buy. This will bring you to your “Shopping Cart”, where you can update your order at any time, changing quantities, and adding or removing products. Remember to “Update Cart” before confirming.

Confirmation – Address and payment

If you already have an account, log in with your email and password. You must register as a new customer to place an order. We will not share your information with any third party outside of our organisation, except when necessary to respond to a request from you – such as to ship your order. Then enter your billing address. This will also be used as the default delivery address. If you want your order to be sent to a different address, tick the relevant box and enter your delivery address. You can then select the payment method you want to use.

3. Validate your order

Check that the information you have provided is correct. Read and accept the terms and conditions before finalising your order. Finally, confirm by clicking on “Place Order”. Thank you for your order!

How do I add a promotional code?

You can add a promo code by clicking on “Shopping Cart”, where you will find the details of the products you want to buy. On this page is a section for adding your promotional code. Type the code in the “Promo code” box then click on “Apply”. The total cost of your chosen products will be adjusted automatically.

Only one promotional code can be used per transaction. Once the order is confirmed, you will not be able to change/apply the code.

How can I track the delivery of my order?

1. By email when you place an order on www.olysee.com and complete your payment, you will receive an initial email confirming that your order has been received. This email will give you your order number and a summary of the products ordered, as well as your billing and delivery address. Once your order is shipped, you will receive a second email containing a link that allows you to track the delivery of your items in real time, as well as your tracking number (Colissimo for Metropolitan France, and DHL for international deliveries).

2. On our website you can easily access your tracking link by entering your order number and the email address used to place your order here. If you are unable to access your tracking details, contact our customer service here.

What are the delivery costs and times?

Delivery to mainland France and Corsica is free for orders of €50 or above.

 
 

CANCELLATION AND RETURNS

 

Information on the right of withdrawal

Consumer

A consumer is any individual acting for purposes that do not fall within their trade, business, craft or profession.

Consumer right to cancel

You can withdraw your acceptance of the sales contract within fourteen days without giving any reason. The cancellation period is fourteen days from the date on which you, or a third party designated by you, who is not the carrier, took possession of the goods. To exercise your right to cancel, you must inform us of your decision to withdraw from the contract in a clear statement via our Contact form. To comply with the cancellation deadline, all you need to do, before the end of the 14-day cancellation period, is to send us a message explaining that you wish to exercise your right of cancellation.

Consequences of cancellation

In the event of cancellation, we will refund all payments we have received, including delivery charges, immediately and no later than fourteen days from the date we received notification of your cancellation of this contract. For the refund, we will use the same payment method that you used for the original transaction; you will not be charged for this refund. We may refuse the refund until we have received the goods, or until you have provided us with proof that you have returned the goods. You must return the goods without delay, and no later than fourteen days from the date on which you informed us of your withdrawal from this contract. The deadline is met if you return the goods within fourteen days. In the event of damage to the product, you will only be compensated if the damage occurred prior to opening the product, and/or following normal use of the product in line with regulations, which apply to its properties and its functioning.

Template cancellation form (if you wish to cancel your acceptance of the sales contract, please complete this form and send it back to us):

  • I/we hereby cancel(*) the contract of sale
  • Order number :
  • Name of consumer(s):
  • Address of consumer(s):
  • Date :

 

Returns

Please note that only unopened products can be refunded.

If you wish to cancel, you can return your order to us.
If your order includes free products, please return them to us as well if you would like a full refund. If you keep certain products, we will only be able to give you a partial refund.

How can I return my order?

To return your items:

  • Download the return slip. Complete the prepaid return slip with your order number and address.
  • Download your return slip and go to your nearest post office or drop-off point to send your parcel.

Once your parcel has been received by our warehouse, we will review your return and our team can refund your order.

Do you test your formulas on animals ?

At O’lysée, all of our decisions are based on a responsible and sustainable approach to people, animals and the environment. As a result, we obviously strongly condemn animal testing. Furthermore, animal testing has been prohibited in the European Union since 2009 in accordance with Regulation (EC) no. 1223/2009. It is therefore forbidden to test cosmetics and their ingredients on animals. Our products are exclusively made in France and Germany and are required to comply with the European Cosmetics Regulation, which ensures that our products have never been tested on animals.

Why are you not listed on the PETA database ?

PETA does not list all brands that do not perform animal testing. This does not mean that brands that are not on the list test their products on animals. Animal testing has been prohibited in the European Union since 2009 in accordance with Regulation (EC) no. 1223/2009. As such, it is forbidden to test cosmetics and their ingredients on animals. Our products are exclusively made in France and Germany and are required to comply with the European Cosmetics Regulation, which ensures that our products have never been tested on animals.

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