Frequently Asked Questions
Ordering and Payment
How to Place an Order?
Add your products to the cart, click “Checkout,” enter your details and address, choose your delivery method, and then select your payment method. Review the summary before confirming, and you will receive a confirmation email immediately.
What Payment Methods Do You Accept?
You can pay using the methods displayed on the checkout page, including by credit card. The amount is charged at the time of purchase.
Is Payment Secure?
Yes. Payment is processed through Shopify’s secure solution, with an encrypted connection and bank authentication (3D Secure) when required. We never have access to your bank details.
Will I Receive a Confirmation?
Yes: you will receive a summary email immediately after confirming your order, followed by a second email with your tracking number when it ships. Remember to check your spam folder.
Can I Change or Cancel My Order?
As long as your package has not shipped, write to us as soon as possible at [e-mail de contact] with your order number. Once the package has shipped, you can exercise your right of withdrawal.
How Can I Get an Invoice?
Simply request one at [e-mail de contact], stating your order number.
Why Is VAT Not Included in My Prices?
Douceur Naturelle is a micro-enterprise exempt from VAT: we do not charge VAT (Article 293 B of the General Tax Code). The displayed price is the price you pay, plus shipping costs.
My Promo Code Isn’t Working. What Should I Do?
Check its validity date, terms (minimum order amount, eligible products), and exact spelling. If the problem persists, write to us before confirming your order.
Delivery
Where Do You Deliver?
Within mainland France. If other destinations are available, they will be displayed at checkout.
What Are the Delivery Times?
We prepare your order within [délai de préparation] after payment. La Poste (Colissimo) then estimates a delivery time of 48 business hours in mainland France.
How Much Does Delivery Cost?
The rate depends on the method you choose and is displayed before you confirm your order, with no surprises.
How Can I Track My Package?
Use the tracking number you receive by email when your order ships on the La Poste website.
I Won’t Be Home for Delivery. What Happens?
Most of our packages fit through a letterbox. Otherwise, the mail carrier will leave a delivery notice: you can schedule a new delivery or pick up your package at a post office or pickup point.
My Package Is Damaged, Incomplete, or Hasn’t Arrived?
Contact us at [e-mail de contact] with your order number and, if possible, photos. We remain responsible for the package until you receive it: we will conduct an investigation with La Poste and offer you a replacement or refund.
Our Products
What Is a Dietary Supplement?
It is a food product, presented in capsules, sachets, tablets, or beverages, intended to complement a normal diet. It is not a medicine: a dietary supplement is not intended to prevent, treat, or cure any disease.
Are Your Dietary Supplements Authorized in France?
Before they go on sale, our dietary supplements are declared to the French administration via Compl’Alim, the official electronic procedure, and their composition is checked against French regulations (authorized ingredients, maximum doses). We remove any product that does not meet these rules from our catalog.
Where Do Your Products Come From?
Our beauty supplements are selected in Asia, mainly in Thailand, and imported by us. The country of origin is indicated on each product page.
Are Your Products Authentic?
Yes. We purchase our products from identified suppliers, import them ourselves, and inspect them upon arrival: packaging integrity, seals, and dates.
Is the Labeling in French?
Yes. Each product comes with French labeling that includes the mandatory information: name, ingredients, recommended daily dose, directions for use, and importer contact details.
Where Can I Find the Ingredients and Allergens?
On each product page before purchase, and on the product label. Allergens are highlighted in the ingredients list. If you have an allergy, read it carefully and feel free to ask us questions.
Are Your Products Vegan or Gluten-Free?
It depends on the product. Collagen, for example, is often of marine or animal origin. Check the ingredients list on each product page; if in doubt, write to us.
What Is the Expiration Date of My Products?
The best-before date (minimum shelf life) is on each package.
How Should I Store My Products?
In a dry place, away from heat and light, tightly closed, and out of reach of young children, unless otherwise indicated on the label.
Are Your Beauty Products Compliant?
We only sell cosmetics that comply with the European regulation on cosmetic products and are placed on the market by a responsible person established in the European Union.
Use and Precautions
How Should I Take My Supplements?
Follow the directions and daily dose indicated on the label, without exceeding them. A dietary supplement does not replace a varied and balanced diet or a healthy lifestyle.
Can I Take Several Supplements at the Same Time?
Be careful about combining products: two products may contain the same vitamins or active ingredients. Add up the quantities and, if in doubt, ask your doctor or pharmacist for advice.
I Am Pregnant or Breastfeeding. Can I Take Them?
Always ask your doctor or midwife for advice before taking a dietary supplement during pregnancy or breastfeeding. Some products are expressly not recommended in these situations: the label will state this on the product label and product page.
Can My Children or Teenagers Take Them?
Unless otherwise stated on the label, our supplements are intended for adults. Keep them out of reach of young children.
I Am on Medical Treatment. Is It Compatible?
Some ingredients may interact with medications. Talk to your doctor or pharmacist before starting.
How Long Will It Take to See Results?
We do not promise results: a dietary supplement is not a medicine, and everyone is different. We recommend regular use at the indicated dose as part of a balanced diet and a healthy lifestyle.
I Experienced an Adverse Effect. What Should I Do?
Stop using the product and consult a healthcare professional. Notify us at [e-mail de contact]. You can also report the adverse effect on the official portal signalement-sante.gouv.fr, which feeds the Anses nutrivigilance system.
Returns and Refunds
Can I Return a Product?
Yes, within 14 days of receipt, if the product has not been opened and its seal is intact. Return shipping costs are your responsibility.
Why Can’t an Opened Product Be Returned?
For hygiene and health protection reasons, the law excludes opened sealed products from the right of withdrawal after delivery (Article L. 221-28, 5° of the Consumer Code). This is also a guarantee for you: a product sold by us has never been opened by another customer.
How Do I Exercise My Right of Withdrawal?
Click “Withdraw from the contract here” at the bottom of the page (no account required) or write to us at [e-mail de contact]. We will send you an acknowledgment of receipt, and then you will have 14 days to return the products.
How Long Does It Take to Receive a Refund?
No later than 14 days after your request, using the payment method used for the order. We may wait until we receive the products or proof of shipment.
I Received a Defective Product or an Incorrect Order?
Write to us with a photo and your order number: we will replace or refund the product, and return shipping costs will be our responsibility.
Who Are We?
Who Is Behind Douceur Naturelle?
A family business based in Savigny-sur-Orge, in Essonne, run by Thierry Reine, a sole trader. We select, import, and ship our own beauty and wellness products from Asia.
How Can I Contact You?
By email at [e-mail de contact] or by phone at [téléphone]. A member of the family will answer you.
Do You Also Sell on TikTok?
Yes, find our videos and our TikTok Shop on the @douceurnaturelle91 account. Orders placed on TikTok Shop are processed according to TikTok Shop’s terms and conditions.
What Do You Do With My Data?
It is used solely to process your orders and, if you agree, to send you our new products. We never sell it. All the details are in our Privacy Policy.
What Should I Do in Case of a Dispute?
Write to us first: we always seek an amicable solution.