Frequently asked questions
Products & How to use
The complete list of our ingredients can be found on the packaging of our products. You will also find the details of the formulas on each product page. For more information, do not hesitate to write us an e-mail at email@example.com
Once your payment is confirmed, your order is shipped:
- The same day for any order placed before 12 noon, Paris time
- The next day for any order placed after 12 noon, Paris time You will be notified by email of the shipment of your package.
Remember to check your “spam” folder: some emails may have crept in.
We provide delivery in France, Europe, DOM-TOM and Worldwide.
Here are the steps we recommend you get started with:
- Check with your caretaker or neighborhood to see if your package has not been received by them.
- Wait a few hours: The delivery status may have been updated a little early, and your package may arrive later today.
In most cases, a package is returned to the sender when:
- the indicated delivery address is incomplete;
- the package was damaged during transport (in this case, it may be automatically returned to us).
The website www.ingredientsecret.com is completely secure and ensures total confidentiality of information transmitted by the customer.
Bank transactions benefit from the 3D Secure payment tool, which authenticates the cardholder and protects against fraudulent use.
The online store www.ingredientsecret.com does not allow payments in several installments. The prices indicated are in Euros including all taxes (all taxes included) and take into account the applicable VAT at the time of the order.
They do not include delivery charges, which will be communicated to you when you order. We reserve the right to modify our prices at any time, the products are invoiced on the basis of the prices in force at the time of the validation of the order.
The accepted bank cards are: CB, Visa, Mastercard, American Express.
Return & Refund
Yes, you have 14 days after receipt of your order to send us back the product (s) you do not wish to keep.
You are responsible for the return costs.
These products must be intact, complete, unopened and in their original packaging in good condition, with the instructions. Do not hesitate to contact our Customer Service to facilitate your process.
It is possible to return your items within 14 days of your delivery.
To make your return:
- Complete the withdrawal form accessible at the bottom of the site or via this link. Inform us of your wish to withdraw, specifying:
- the date of the withdrawal
- the contact information used for your order: first name, last name, postal address, email address, telephone number (optional)
- the product(s) you wish to return
- the date of the order and its delivery
- the order number
- Our customer service will contact you as soon as possible to send you a return slip. You are responsible for the return costs.
- You can return your order after printing your return slip. We recommend that you keep the shipping carton and the cushioning paper to return your products.
- We will refund the products within 14 days of your decision to withdraw.
However, in the event that the products are collected at a later date, we will defer the reimbursement until the date of collection of the products or until you have provided proof of shipment of the products. Do not hesitate to contact our Customer Service to facilitate your process.
Your package will be returned by the same carrier as the one you selected for your shipment.
For example, if you have chosen delivery by Mondial Relay, you can drop off your package at an approved relay point. You are responsible for the return costs.
Regardless of the carrier in charge of the return, remember to keep your proof of deposit: it will allow you to be reimbursed even if an incident occurs with your returned package.
Orders made on our e-shop cannot be returned or exchanged in our points of sale.
Following the exercise of your right of withdrawal (which must take place within 14 days of your delivery), we will refund the products within 14 days of your decision to withdraw.
However, in the event that the products are collected at a later date, we will defer the reimbursement until the date of collection of the products or until you have provided proof of shipment of the products.
The refund will be made by the same means of payment as the one you chose when making your purchase. In the event of a valid withdrawal, we will refund all payments received from you with the exception of delivery charges. You are responsible for the return costs.
Do not hesitate to contact our Customer Service to facilitate your process.