Delivery and returns
Delivery
What are the different delivery methods I can choose from when I order on the site?
When you place an order on our site, you have the choice between several delivery methods:
- Colissimo :
- Home delivery : Receive your order directly at home, in complete safety.
- Relay Point : You can also choose to collect your package from a relay point near you, at your convenience.
- Mondial Relay :
- This service allows you to have your order delivered to a partner relay point, where you can collect it at your own pace.
We encourage you to select the shipping method that suits you best when placing your order. If you have any questions, please do not hesitate to contact us! Rates are available in the table below. Shipping is free in metropolitan France.
Delivery rates
I changed my mind. Can I return my order?
The return of your order is accepted, provided that your request for withdrawal is made within fourteen (14) days from the delivery date. The return costs will be at your expense.
To ensure that the return and refund take place in the best possible conditions, please strictly follow the steps to follow (failing this, we reserve the right to refuse the refund):
- Write to us at hello@lactivecosmetiques.com with your order number, and this to inform us of your request for withdrawal. From this date, you have fourteen (14) days to return the products to us (shipping date).
- Please ensure that all products are in their original packaging, unused and in perfect condition. Any product that has been opened or damaged will not be refunded.
- Please include in your package with the product(s) in question, the number of the order concerned as well as your first and last name.
- Return the package to the following address:
LActive
58 MONCEAU STREET
75008
PARIS
Choose a shipping method with a tracking number. Without a tracking number we will not accept any claims regarding a lost package. Reimbursement will be made upon receipt of your package.
We currently only deliver to France. For any questions regarding delivery, please feel free to consult our dedicated FAQ .
Returns
How to contact LActive customer service?
For any difficulty, the Customer must first contact LActive customer service, using the following contact details:
- By email: hello@lactivecosmetiques.com; or
- At the following postal address: 58 rue de Monceau 75008 Paris
What is the right of withdrawal and how to exercise it for a product?
In accordance with Articles L. 221-18 et seq. of the Consumer Code, any Customer has the right to withdraw, without giving any reason, within a period of fourteen (14) days, which runs from the day after receipt of the product by the Customer, or by a third party designated by the Customer, other than the carrier.
If the deadline expires on a Saturday, Sunday or a public holiday or bank holiday, it is extended until the next working day.
In the event of damage suffered by the cosmetic product on this occasion, LActive reserves the right to thwart the Customer's right of withdrawal.
In order to notify LActive of the exercise of its right of withdrawal, the Customer must:
- notify LActive of its decision to withdraw by any unambiguous statement,
- By returning, to the postal address indicated, the signed and completed withdrawal form available in Appendix 1 of this returns policy
- By returning by any other means its decision to withdraw to LActive, unambiguously to the email address / postal address indicated in article 1 above.
In order for the fourteen (14) day withdrawal period to be respected, the Customer must send his communication relating to the exercise of his rights before the expiry of this period.
In any event, the burden of proof for this exercise rests with the latter.
How to return cosmetic products when exercising the right of withdrawal?
The Customer must return or return the product to the address communicated by LActive customer service, in its original packaging, and if possible with its original packaging and the return slip, without undue delay and no later than fourteen (14) days after the Customer has communicated to LActive his decision to withdraw from the electronic sales contract.
This deadline is deemed to have been met if the Customer returns the product before the expiry of the fourteen (14) day period.
Otherwise, no reimbursement can be made by LActive.
The return of the product is the responsibility and expense of the Customer, provided that these costs correspond to the direct costs of returning the product.
Product Refunds
LActive will reimburse the Customer for all payments received from it, via the payment method used in the context of the order, with the exception for products of additional costs arising from the fact that the Customer has chosen, where applicable, a delivery method other than the least expensive standard delivery method offered by LActive. This reimbursement will take place no later than fourteen (14) days from the day on which LActive is informed of the Customer's decision to withdraw.
LActive may defer the reimbursement of the product until receipt of the product subject to withdrawal, or until the Customer has provided proof of shipment of the product concerned, the date retained being that of the first of these facts.
Any samples given to the Customer may be kept by the latter.
Exclusion of the right of withdrawal for cosmetic products
In accordance with Article L. 221-28 of the Consumer Code, the Customer expressly acknowledges that any product unsealed after delivery and which cannot be returned for reasons of hygiene or health protection cannot benefit from the right of withdrawal, in particular in the event that the seal of a cosmetic product is removed (without this list being exhaustive).
Appendix 1: Withdrawal form
(Please complete and return this form only if you wish to withdraw from the electronic sales contract)
For the attention of **LActive, whose head office is located at 58 rue de Monceau 75008, Paris and whose contact email address is: hello@lactivecosmetiques.com**
I/we (*) hereby notify you (*) of my/our (*) withdrawal from the contract for the sale of the goods (*) below: __
Ordered on (*)/received on (*): __
Name of client(s): __
Address of customer(s): __
Signature of the client(s) (only if this form is notified on paper): __
Date :__
(*) Delete as appropriate.