How to place an order on the website?
To place an order on our website, you need to create an account first. Then, you just need to add items to your cart by clicking on the "Add to Cart" button. Once in your cart, you can place your order by following the different steps of the ordering process (cart, address, delivery, payment). By validating your order, you validate and accept the General Terms and Conditions of Sale on our website.
How to track your order?
You can track your order from your customer account in the "My Orders" section. This will give you access to the list of your orders and their status. The Colissimo tracking link will be sent by email as soon as the order is shipped. It will also be available in the details of your order.
I want to cancel or modify my order.
We do not modify orders once they are confirmed, but we can cancel them, if it is still possible, so that you can place a new order.
Cancellation will only be possible if the order is still pending preparation. Once preparation has started, we will no longer be able to intervene and the shipment will be made.
What are the delivery times?
Delivery times are between 2 and 3 business days from the dispatch of the parcel.
These delivery times may be subject to unforeseen circumstances (such as weather conditions, technical problems with the postal service, etc.) which are not within the control of Emia and for which it cannot be held responsible in the event of any delay.
What are the delivery costs?
Delivery costs are offered in metropolitan France from 50€.
In France and in Spain, the delivery price is 4.90€.
In Europe, the delivery price is 10€.
For international delivery, the price is 20€.
Please note that for Switzerland and the United Kingdom, customs fees at the expense of the customer may apply.
In which countries can I be delivered?
Products are delivered worldwide.
What can I do if I am not present on the day of delivery?
In case of absence, the carrier will leave the package or a delivery notice in your mailbox so you can pick it up at your post office.
Can my delivery address be different from my billing address?
When you place an order at step 1 "Address", you have the option to add a different address than your delivery address via the link "Click here if the billing address is different from the shipping address". You can also modify your addresses from your customer account in the "My details" section and select an address for delivery and add a billing address.
What are the delivery methods?
The delivery method is home delivery (Colissimo Standard).
The customer can choose from the following delivery methods:
Colissimo Standard (France)
Colissimo International (other countries)
Please note that for Switzerland and the United Kingdom, customs fees at the expense of the customer may apply.
My package is missing, can I request a refund?
If you cannot find your package after delivery, we invite you to check with your surroundings (neighbors, caretaker) and your post office. As the delivery is contactless, directly in the mailbox, the delivery person will leave your package without calling you.
If you find yourself in this situation, please contact our customer service who will find a solution for you.
I received a damaged product, what should I do?
We are sorry to hear that you received a damaged EMIA product. At EMIA, we do our best to ensure that all our products are of the highest quality, but errors can occur during shipping.
If you have received a damaged product, please contact us immediately by sending us photos of the damaged product including the shipping packaging, so that we can assist you in resolving the issue. We are here to help and we want you to be satisfied with your purchase.
I have just received my product but I want to return it and be refunded. What should I do?
Products can be returned within 14 working days. Return shipping costs are the responsibility of the customer.
The returned items must be new, unworn, and with their original tag.
To proceed with the return of the products, please follow these steps:
Access your customer account in the "My orders" tab
Select the order in question by clicking on "Make a return"
Follow the return instructions indicated on the page at this step
Your return request will be displayed in the "My returns" section of your customer space, in order to know the address to which to send your package
Attach the invoice with your order reference to your package
Return the package to the indicated address.
Please note, keep the tracking number of your return carefully.
The refund will be made within 10-15 days following the receipt of your package in our premises. You will be refunded on the same payment method that you used during your purchase.
Any damaged, incomplete or with the original packaging deteriorated products will not be refunded.
How will I be refunded after a return?
If you have made a return, you will be refunded on the same payment method you used at the time of purchase. For example, if you paid by credit card, you will be refunded directly to your bank account.
What is the refund period for my return?
When you return an order, the waiting period for your refund to be processed is a maximum of 10 to 15 days. Once the refund is processed, depending on your bank, the transaction may take a few days to appear in your account. Therefore, it may take up to 15 days for your refund to show up in your bank account.
Are the shipping costs refunded if I make a return?
Shipping costs are not refunded, except if the return is motivated by:
Receiving a non-compliant product that does not match the initial order.
Receiving a defective product.
I want to make an exchange?
We do not offer exchanges. If you do not wish to keep your products, we invite you to proceed with a return.
My return has been received, what are the next steps?
Refunds for returned products will only be initiated after the receipt and processing of the package, so we ask you to be patient if the status of your package is marked as received as it may still be awaiting verification by our teams.
Please note that the processing of our returned packages is not automated.
Please be aware that no refunds will be issued before the verification of the condition of the products as a security measure.
Can I return multiple orders in the same package?
For a return of multiple orders, we ask you to make a request for each order so that we can verify if each of them meets the return conditions and avoid any confusion when receiving the products.
We ask you to send us the returned products by separate order numbers to ensure that they correspond to the correct order and that they will not be considered as anomalies (extra products).
Is my payment secure?
Thanks to our partner Stripe (with 3D secure verification) and Paypal, all purchases are secure.
What are the payment methods?
You can pay for your order:
By credit card (VISA, Master Card, Carte Bleue, American Express, Google Pay, Apple Pay).
You can only use one payment method per order.
However, if you have a credit note for an amount lower than the basket total, you can apply it and then pay the remaining amount by card.
My payment was declined?
We advise you to contact your bank to ensure that your payment method is working properly. If there are no issues to report, contact us via the contact form for assistance. Our team will be happy to answer your questions!
Where can I buy EMIA products?
You can buy our products on our website. At the moment, we do not have any physical stores or resellers.
Are your products safe for pregnant and breastfeeding women?
At EMIA, we attach great importance to the safety and health of our customers, including pregnant or breastfeeding women. We use high-quality natural ingredients in our products, but as each person is different, we recommend consulting your doctor before using any skincare product, including EMIA's, during pregnancy or breastfeeding.
Certain essential oils and plant extracts may not be recommended for pregnant or breastfeeding women, so it is important to discuss the use of skincare products with your doctor to determine if they are suitable for your personal situation.
How can I determine my hair type?
You can determine your hair type by considering the following factors :
Texture: Fine, medium or thick. Fine hair tends to be more fragile and easy to style, while thick hair is often more resistant and difficult to style.
Porosity: This measures your hair's ability to absorb and retain moisture. Hair with low porosity has tightly closed cuticles and is difficult to penetrate with moisture, while high porosity hair has more open cuticles and absorbs moisture easily.
Density: This measures the amount of hair on your head. You can have fine, medium or thick hair regardless of texture.
Curl pattern: If you have curls, their shape can vary from the S-shape to the Z-shape.
By taking these factors into account, you can determine your hair type. For example, you might have fine, high porosity hair with Z-shaped curls. It's important to know your hair type to choose the right hair care products that are suitable for your hair type and to achieve the best results for your hair health.
How to store your products?
To ensure the quality and shelf life of our EMIA products, we recommend storing them in a cool, dry place and away from direct sunlight (for example, in a cabinet or bathroom drawer). The ideal storage temperature is generally below 25°C.
It is also important to keep the products tightly closed after each use to prevent air from entering, which can alter the quality and stability of the natural ingredients.
By following these storage recommendations and using the products before the expiration date, you can extend their shelf life and preserve their effectiveness and quality.
How do I choose EMIA products that are suitable for my skin type?
We have created skincare routines for different skin types (dry skin, oily skin, combination skin, sensitive skin) to help you choose the products that are best for your needs.
What ingredients are used in EMIA products?
We use natural and organic ingredients in our products, such as argan oil, jojoba oil, grape seed oil, rosehip oil, and aloe vera. We avoid harmful ingredients such as parabens, silicones, and sulfates. We source high-quality ingredients from local and international suppliers, ensuring that they are organic or fair trade, and prioritizing the most environmentally-friendly raw materials.
Are EMIA products tested on animals?
No, we are against animal testing and none of our products are tested on animals. We also pay attention to the origin of the ingredients used in our products and work with suppliers who share our commitment to animal welfare.
What is the shelf life of EMIA products?
Please refer to the product label for its shelf life after opening. It is also important to follow the expiration dates indicated on the packaging of our products. When purchasing EMIA products, we recommend checking the expiration date on the packaging and disposing of expired products or products whose texture, color, or smell have changed.
How does the referral program work?
Refer your friends and family to earn a €10 discount per referral. Your referral will also receive a €5 discount.
To refer someone, simply share your referral link. To do this, you need to create an account on the website. To retrieve your referral link, click on the rewards widget button at the bottom right of the website. When your referral clicks on this referral link, they will be redirected to the website. They will need to provide their email address in the rewards widget button to receive their €5 discount code via email.
Once your referral has placed an order using their discount code, you will receive a €10 discount code as a reward via email.
How can I contact you?
I can't find an answer to my question, how can I contact customer service? We will be happy to answer all your questions and concerns Monday to Friday from 9am to 5pm. You can contact us:
by phone at +33 1 76 40 09 78
by email: Access to the form
We will do our best to respond to you as soon as possible.