FAQs
Answers to the questions we receive most often. If you can't find what you're looking for, email us at ecommercebasti@proton.me — we answer within 24–48 business hours.
Orders & Shipping
How much does shipping cost?
Shipping is free on every order, worldwide, with no minimum purchase. Tracked delivery is included at no extra cost.
How long does it take to dispatch my order?
All orders are dispatched within 24–48 business hours after payment confirmation. Orders placed on weekends or public holidays are dispatched on the next business day.
What are the delivery times?
- France: 7–10 business days
- Europe: 10–20 business days
- Rest of the world: 15–30 business days
These delivery times are estimates, counted from dispatch. Customs processing and carriers may cause delays.
Can I track my package?
Yes. Once your order has shipped you'll receive an email containing a tracking number. If you haven't received it within 5 business days, check your spam folder and then contact us.
Will I have to pay customs fees?
For orders delivered outside the European Union, customs duties or import taxes may apply. These charges are the recipient's responsibility and are beyond our control.
Will all my items arrive in the same package?
Not always. Our products ship from several partner warehouses, so an order with multiple items may arrive in separate shipments with different tracking numbers — at no additional cost to you.
Returns & Refunds
How long do I have to change my mind?
You have 30 days from delivery to request a return. If you are in the European Union you also have the statutory 14-day right of withdrawal, without needing to give a reason.
What condition must the item be in?
The item must be in the same condition in which you received it: unused, with its tags, and in its original packaging. A receipt or proof of purchase is required.
Can I return a cosmetic product I have already opened?
Not if it was delivered sealed and you have broken that seal. Under article L. 221-28 3° of the French Consumer Code, items that come into direct contact with the face, eyes, lips or skin — serums, toners, masks, eye patches and all make-up — cannot be returned once their hygiene seal is opened.
If the item was not delivered sealed, or if you haven't opened the seal, you keep your full 14-day right of withdrawal and our 30-day return policy. If you're unsure about a specific item, write to us before sending anything back.
How do I start a return?
Email us at ecommercebasti@proton.me before sending anything back. We'll send you the instructions and the return address. Packages returned without prior authorisation may not be accepted.
When will I receive my refund?
Once we have received and inspected your return, your refund is processed within 5 business days to your original payment method. Your bank may need additional time to credit your account.
My item arrived damaged, or I received the wrong product.
Contact us as soon as you receive it and include photos of the problem. We'll resolve it with a replacement or a refund, whichever you prefer.
Products
Do the colours match the product photos?
We photograph our products as accurately as possible. Colours may still appear slightly different depending on your screen. Minor colour variation is not a defect.
An item is marked “Out of stock”. Will it come back?
In most cases, yes. We restock through our partner suppliers and only list products we expect to be able to ship.
Are your products medical devices?
No. Our products are cosmetics. They are not medicines and not medical devices, and they are not intended to diagnose, treat, cure or prevent any condition. If you have a persistent skin concern, or if you are pregnant or breastfeeding, please consult a healthcare professional before use.
How should I patch test?
Apply a small amount to the inside of your forearm and wait 24 hours before using a new product on your face. Stop using it if irritation appears. Always follow the instructions and warnings on the packaging.
Payments & Account
What payment methods do you accept?
We accept the payment methods displayed at checkout. Payments are processed through Shopify Payments and we never store your banking details.
Is your website secure?
Yes. Our website is encrypted with HTTPS and payments go through a secure Shopify checkout.
How can I contact you?
Email us at ecommercebasti@proton.me, or use our Contact page. We answer within 24–48 business hours.