> Is the website www.laboratoires-edel.com secure? Yes, our website is completely secure for payment, which takes place on the CYBERPLUS secure platform of our banking partner Banque Populaire. We are part of CNIL (the French National Commission for Data Processing and Liberties) and we respect the confidentiality of your personal information. > How long will it take for my order to arrive? Generally speaking, orders arrive in less than 72 hours when the products are in stock. If the products ordered are not in stock, it will take 15 working days for them to be delivered. (Refer to the details of the product you are ordering for more information). > What can I do if the products that I have ordered still haven’t arrived? You can contact us through the contact form or by calling 00 33 434 506 580. A customer manager will answer all of your questions. > I have problems ordering online. Who should I contact? For any problems ordering online, contact the customer service team: info@laboratoires-edel.com. You will receive a response within 72 hours! > Can I change an order that I have already made? It is possible to change an order as long as it has not been prepared and dispatched. Call us on 00 33 434 506 580 for any problems of this kind. > Can I cancel my order? You can cancel your order if it has not been prepared and dispatched by calling us on 00 33 434 506 580. Alternatively, you can return the product to us up to 7 days after receiving it at this address: Laboratoires EDEL - BP 30118 - 37541 Saint-Cyr/Loire - France State which item is being returned and provide your order details (it is not possible to give your money back without them). You will receive your refund by cheque. > I have clicked on the order button two or more times by mistake. What should I do? Contact the website’s customer service team at the following address and inform them of your error: info@laboratoires-edel.com. > I have not received the confirmation email for my order or customer account. What should I do? Contact the website’s customer service team and they will check the details of your customer account: info@laboratoires-edel.com. > I cannot find the item I am looking for on your website. Can you help me out? Email us: info@laboratoires-edel.com. Our catalogue is updated regularly and we will be able to give you details of products that will be available in the future. > I have problems connecting to the site. What should I do? Our online shop is compatible with most internet browsers. However, you may have powerful antivirus software that prevents you from connecting to our website. If the problem persists, contact us: info@laboratoires-edel.com. > Which means of payment are accepted on your website? We accept secure debit card payment through the Cyberplus website (Banque Populaire’s secure platform). > How much does the post and packing cost? The delivery charges are automatically given on the order confirmation page. For all other delivery destinations, simulate an order with your basket. All orders are sent by the French Post Office’s Colissimo delivery service (it takes 48 hours in mainland France and 5 to 7 working days for all other destinations). > I have received products that do not match my order. What should I do? Please call us on 00 33 434 506 580 or email us at info@laboratoires-edel.com to inform us of the error. > How can I track my order? From confirmation to dispatch of your order, we will keep you up to date on its progress with email messages sent to the address you provide. You can also follow the various stages of your order in your customer area. - Log in with the email address associated with your customer account and your password. - Click on the “My Orders” link. - Select an order and all of the information about it will appear. > What should I do if my package has been dispatched but I have not received it? If your package has been dispatched, it means that it has been given to the delivery service provider. You will be informed by email each time a package is dispatched. This message can also be seen by following your order online. Once your package has been dispatched, please wait for the designated delivery time given by the service that you have chosen. You can follow the journey of your package by tracking the order online. If you have still not received your package after the designated delivery time, please check with the delivery service whether it is pending. If this is not the case, please contact our Customer Service team and they will resolve the matter.