FAQ

- Facilitate my future purchases
- View and track all my orders
- Manage my delivery and billing address.
- Consult and modify my personal information

- Via the link https://biothelya.myshopify.com/account/register
- At any time, from any location on the site, I can click on the My Account icon (icon between the magnifying glass and the basket).

When I placed my first order on biothelya.com, it is very likely that I forgot to click on the link received in the activation email. If I did not, I could not associate a password with my email address and therefore I did not finalize the creation of my account.
It doesn't matter, I can always create one. This time I must not forget to click on the activation link that I will receive and follow the suggested steps. I can then access my personal space so that in the future I can find all the information relating to my previous orders.

Don't worry, to recover my password I can always click on "Forgot password" in the login area or simply follow this link https://biothelya.myshopify.com/account/login#recover

For now, Biothelya only delivers in Europe: France, Switzerland, Belgium, Germany, Netherlands, Luxembourg, Austria, Czech Republic, Denmark, Finland, Greece, Hungary, Ireland, Italy, Portugal, Spain, Sweden, United Kingdom

Once my order has been validated, I can no longer change my address. However for my future purchases or even my gifts, I can always change my default delivery address and even enter that of the person of my choice if I do not have it delivered to my home. How to do it? I have to connect to my personal space then click on the “See my addresses” button. Once the addresses are displayed, I can "Modify" either my delivery or billing address, but only one at a time. Above all, I must not forget to save the modification.

Delivery in metropolitan France

• COLISSIMO: 3 to 5 working days
• Mondial relay: 3 to 5 working days
• Chronopost: 24h to 48h, valid for all orders placed Monday to Thursday before 12 noon. No delivery on Saturday. If you place an order on Friday before 12 noon, you will receive your package the following week.

Delivery in metropolitan France

• COLISSIMO (Delivery without signature)

Standard: free delivery

• Mondial relay

Standard: Free delivery

• Chronopost

Express: €11.19

For other countries, the delays depend on the local carriers.

 Delivery in Europe 

1- Zone 1: Belgium, Germany, Netherlands, Luxembourg
Chronopost home: €7.72
Mondial Relay: €6
2- Zone 2: Switzerland
DELIVENGO: €8
DHL: 18€
2- Zone 3: Austria, Czechia, Denmark, Finland, Greece, Hungary, Ireland, Italy, Portugal, Spain, Sweden, United Kingdom
Chronopost home: €13
Mondial Relay: €11
DELINVENGO: 8€

Delivery costs depend on the geographical area concerned. Outside the European Union and for the DOM-TOM, taxes and customs duties may apply and are your responsibility upon delivery. Your order total does not include these taxes & duties. You can find out about the amount to be paid at your local post office.

When my order is shipped, I will receive an email with a tracking number.
I can also track my order on my customer area, by clicking on the profile icon (top right) then going to the "orders" section and clicking on the tracking number of the current order.

The Biothelya team is sincerely sorry! Sometimes it takes a few days to get access to the Colissimo tracking number. I can possibly wait or request more information from the Biothelya team via the form accessible from the “Contact” link, displayed at the bottom of the site on the left.

The status of my order is automatically filled in on my customer area. However, I can contact the team by email or via the form accessible from the “Contact” link, displayed at the bottom of the site on the left.

Biothelya accepts returns within 14 calendar days from the date of receipt of my order. However, the return will be at my expense.

In addition, the product must be intact, unopened and in its original packaging. When returning the product(s), I must attach: the product, the order number concerned by the return and my contact details. I could think of adding a word specifying the reason for which I changed my mind, all this will facilitate the treatment of my request.
If the returned product does not comply with the return conditions, the refund cannot be made.
The return address is as follows:

ZEDM CONSULTING, 120 rue jean Jaurès 92300 Levallois Perret

The Biothelya team advises to choose a mode of transport with a tracking number. Without a tracking number, they will not accept any claims.

I can pay online by credit card (Debit card, Visa, Master Card, American Express) or by Paypal.

The products all have a PAO (Period After Opening) indicated on the back of the packaging. For optimal effectiveness, the Biothelya team advises to use products in the months indicated by the PAO. After this time, their effectiveness will be reduced. However, it poses no risk to the skin.

• Organic and Ecocert
• Ancestral know-how
• Fair trade
• Social and environmental responsibility