FAQ - Laboratoire Haut-Ségala

FREE DELIVERY

On the occasion of the Christmas holidays, all your orders are delivered free of charge from 10€ of purchase with the code: NOEL!

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FAQ

ORDERS

I did not receive an email confirming my order. How can I know if it has been validated?

When purchasing on our website, you always receive an order confirmation email. If so, be sure to check your spam. If it is not there, contact our customer service who will be happy to respond to your request by this contact address: contact@haut-segala.com; or through the online form.

I made a mistake in my order. Can I modify it?

Once your order has been confirmed and submitted for delivery, you can no longer modify it. In case of problems or special request, please contact us at this e-mail address: contact@haut-segala.com. We will respond as soon as possible.

What payment methods are available?

Two payment methods are available:  Credit card and PayPal.

DELIVERY

How to track my order ?

You can track your order through the link that will be sent to you by e-mail. All information will be listed there.

Can I choose my carrier?

Your products will be delivered with Colissimo.

What are the delivery rates?

Delivery rates differ depending on your geographic area. In mainland France and Corsica, the price of €6.90 will be applied to your order, only if it is less than €55. For the DOM-TOM (zone 2), count 15€. The rate for the European Union (zone 3) as well as all countries outside the European Union (zone 4) is €12.50. :

 

WARNING

In zones 2, 3 and 4, customs duties or other taxes or import duties may be payable upon entry of Haut-Ségala products into the State of which the customer is a resident. These duties and taxes, whatever their nature and name, are not the responsibility of Haut-Ségala. The customer must therefore inform himself of the obligations provided for in this respect by the legislation and regulations of the State concerned and will be required to fulfill, with all the institutions, administrations and competent bodies, all the obligations, in particular declarative and/or payment, relating to the products he has ordered.

What are the delivery times ?

Delivery times differ depending on the geographical area where you are located. In mainland France, the standard time is 48 hours after delivery of the package to the courier company. For Corsica, the DOM-TOM, the member countries of the European Union and Europe (outside the European Union), count 5 to 8 working days.

My order came to me with damaged products. What to do ?

We are sorry for the inconvenience caused. We make every effort to ensure that this type of event does not occur. On the other hand, if you have the slightest problem with your order, please contact our customer service at this e-mail address: contact@haut-segala.com in order to obtain an exchange as soon as possible.

PRODUCTS

Are your products certified organic?

Our products are certified by the Ecocert organization. Also, they are labeled Cosmebio and Cosmos. Our laboratory is audited every year, which ensures independent control of the traceability of our raw materials and our finished products. Of the total vegetable ingredients, 95% of ingredients are certified organic.

Are your products natural?

Our products contain a minimum of 95% natural or naturally derived ingredients in the finished product.

I have sensitive skin, are your products suitable?

We have a wide range of products suitable for sensitive skin, which you can find through this link (see link under “sensitive skin”). Do not hesitate to ask your pharmacist for advice when buying in stores.

We recommend all the same to test the products in small quantities at the level of the fold of the elbow to see if you are not allergic.

Are the products recyclable?

Our products are 100% recyclable. You can recycle them, either in sorting bins, or reuse them to give them a second life.

Can I find your products near me?

Our website is not the only place where you can buy our products. Indeed, by clicking on this link: (see map link,) you have access to a detailed map that will allow you to find the nearest shop or pharmacy!

What is the shelf life of your products?

For the range of vegetable oils, the shelf life is approximately 24 months from prodution. For floral waters, it is 18 months from prodution. The expiry date is indicated on the packaging of all our products, don’t worry, you won’t miss the info!

Are your products tested on animals?

Our products are not tested on animals.

RETURNS

What are the withdrawal periods?

You have a period of 14 days to withdraw from your purchases made on our website.

Is reimbursement possible?

We’re sorry you weren’t satisfied with your order. The refund of your order is quite possible, you have a period of 14 days after receipt to change your mind. Our money-back guarantee only applies to products purchased on the www.haut-segala.com website.

Is the return of my order at my expense?

The return of your order within 14 days is not your responsibility: a return slip will be sent to you in order to drop off the package free of charge at a drop-off point. All returns are refunded using the same payment method as the original order. However, all products returned after 14 days cannot be refunded.

My order is incomplete, what should I do?

We are sorry for the inconvenience caused. Please report any problem with your order to this e-mail: contact@haut-segala.com. We will send you the missing product(s).

MY LOYALTY HAUT-SÉGALA

How do I create my loyalty account?

It’s quite simple! Your loyalty account is automatically activated when creating your customer account on our site.

How does the loyalty system work?

  1. You buy products on our e-shop
  2. The value of these products is transformed into points that you accumulate
  3. Your accumulated points allow you to obtain discount promo codes (100 points = 5€)

Please note that for your points to accumulate, you must place an order by creating an account.
All orders placed without a customer account do not accumulate points.

How to access the loyalty system?

By logging into your account, then going to the “My points” section. You will be able to access your total points, your points history…

How to accumulate points?

– Thanks to your purchases, 1€ spent = 1 point
– By creating your account = +20 points
– By leaving opinions on your purchased products, 1 view = +15 points
– On your birthday = +25 points

All accumulated points are valid for 180 days.

PROFESSIONAL QUESTIONS

I would like to sell your products, who should I contact?

The Laboratoire du Haut-Ségala team is delighted that you like the products! In order to discuss further, please contact us at this e-mail address: contact@haut-segala.com. It will be with pleasure that we will discuss with you.