< Help | Elenature | haircare products | organic | vegan | natural

Help

If you did not find the answer to your question, do not hesitate to contact us:
• By email: info@elenature.com
• By phone: 0809 400 173 (free call from a fixed line) from Monday to Friday, from 9:00 am to 6:00 pm.
• By post: Elénature Customer Service, 66, avenue des Champs Elysées, 75008 Paris, France

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Products & Ranges

What are the ingredients of the Elénature hairecare products?
Features such as the active ingredients, the texture, the expected benefit, the method of use are described in detail in the product pages.

Can I enjoy Elénature skincare product while I am pregnant?
All Elénature haircare products may be used during pregnancy and breastfeeding. If in doubt, please contact your doctor to be sure.

What is the shelf life of the products?
All Elenature products will keep for up to 12 months after opening except the Protective Nutri Serum which must be used during the 6 months after the product opening.

This information is available on the product packaging thanks to the pictogram.

Are Elenature haircare products suitable for any hair type?
Elenature haircare products are made at least of 95% of natural origin ingredients and are Cosmebio labelled. If your skin is very sensitive and prone to allergies, we advise you to test the formula on a very tiny part of your skin to make sure there is no unwanted reaction.

Elenature products are Cosmebio labelled, what does it mean?
The Cosmebio label shows at a glance which cosmetics are truly natural and organic. It is based on an exacting standard and an ethical values charter. A mandatory inspection is carried out every year by a certifying body to check that the products comply with all the label criteria.

Elénature products have been awarded the COSMOS ORGANIC Cosmebio label because:

  • at least 95% of the total ingredients are from natural origin.
  • at least 95% of the total vegetable ingredients are from organic farming.
  • at least 10% of the total ingredients are from organic farming.

Are Elenature haircare products being tested on animals?
We do not do any testing on animals.

Can I recycle the packaging of my Elénature haircare products?
All the recycle elements from the packaging are listed bellow:

  • Plastic bottle and cap
  • Plastic tube
  • Cardboard case

What if I have an allergic reaction?
Elénature products are dermatologically tested and meet the most stringent quality standards and standards of cosmetics.

If you experience a continuous discomfort or an allergic reaction after using a product, we recommend that you follow the directions below:

  1. rinse your skin with cold water as soon as possible to eliminate potential product residue on your skin.
  2. stop using the product but keep it. The product can in some cases undergo a technical inspection.
  3. contact Elénature customer service so we can take care of you and tell you how to proceed.

We have defined a very strict protocol cosmetovigilance to ensure greater transparency and traceability.

My Account

What are the benefits of creating an Elénature account?
You get access to basic services such as the history of your orders and invoices, management of your personal contact information, shipping and billing. You save time with each order by ordering with one click through storing your profile.

How do I create an Elénature online account?
Simply click on My Account at the top right of the screen, then fill in the online form.

Do I have to create an account so that I can make orders?
You have to create an account so that you can make orders and have access to all Elénature services.

How can I change my personal data?
Log in to your account and go to the Account Details section by clicking on the menu on the left.

How can I modify my personal data ?
To modify your personal data, log in to your account and go to the Account Details section by clicking on the menu on the left.

I do not manage to log into my Account, what should I do?
If you do not manage to log in, maybe you forgot your password? If so, click here to reset it.

If you still have issues logging it, contact our Customer Service.

My Order

How to order on the website?
If you want to order, you first need to select the Elénature product(s) you want to order by adding them to your cart, clicking on “Add to cart”. Once your selection is done, click on See cart, select a delivery option and click on “process to checkout”. Completing your billing and delivery address before proceeding to payment.

How can I use a promotional code ?
If you do have a promotional code, you have to fill the “PROMO CODE” section with it, located in the cart page, right before validating your order

What means of payment are accepted?
We accept most of the existing Credit Cards versions: Visa, Mastercard, Maestro, American Express Diners, Discovery and JCB.
We accept card-free payment solutions: Alipay – Paypal IDEAL* – Giropay** – Bancontact***. We also accept payment by phone. Call 0809 400 173 (free call from fixed line) from Monday to Friday, 9am to 6pm.

With our payment solution provider Stripe, we offer the option to save your credit cards for future payments. When the “Save payment information to my account for future purchases” checkbox is selected, your credit card information is saved securely at Stripe. You can save several credit cards and manage them (add, delete, set default) in the following section My Payment MethodsThe credit card information is not stored at all on our server.

Stripe is one of the world leader in online payment solutions PCI Security Standards Council approved.

*Only for deliveries in Germany **Only for deliveries in The Netherlands ***Only for deliveries in Belgium

Is online payment secure?
To offer maximum flexibility, we offer several online payment options provided by our leading partners in the field of online payments, implementing proven technologies for your and our security.

Stripe – a worldwide deployed payment service solution providing highest standards in payment security including advanced fraud checking processes. In some occasions, you may be redirected to a 3D secure card check, allowing a double validation of your identity during the transaction.

Stripe offers the option to save your credit cards for future payments. When the “Save payment information to my account for future purchases” checkbox is selected, your credit card information is saved securely at Stripe. You can save several credit cards and manage them (add, delete, set default) in the following section My Payment Methods . The credit card information is not stored at all on our server.

Stripe is one of the world leader in online payment solutions PCI Security Standards Council approved. You can make your payments directly through your PayPal or Alipay account on your smartphone, tablet and computer.

How to modify or cancel an order?
If you have made an error when ordering, we offer you the possibility to modify or cancel it by contacting our Customer Service within 2 hours after the validation of the order.

How to get my invoice?
Once your order validated, you will receive an email order confirmation containing your invoice. You can also retrieve it on your personal account by clicking on My Orders.

How to check my order status?
You can check and follow your order status right after its validation on you Elenature account, in the section My Orders.
After the shipment, you can follow your order transit thanks to the link in the order confirmation email.

Payment

We accept most of the existing Credit Cards versions: Visa, Mastercard, Maestro, American Express Diners, Discovery and JCB.
We accept card-free payment solutions: Alipay – Paypal IDEAL* – Giropay** – Bancontact***. We also accept payment by phone. Call 0809 400 173 (free call from fixed line) from Monday to Friday, 9am to 6pm.

With our payment solution provider Stripe, we offer the option to save your credit cards for future payments. When the “Save payment information to my account for future purchases” checkbox is selected, your credit card information is saved securely at Stripe. You can save several credit cards and manage them (add, delete, set default) in the following section My Payment MethodsThe credit card information is not stored at all on our server.

Stripe is one of the world leader in online payment solutions PCI Security Standards Council approved.

*Only for deliveries in Germany **Only for deliveries in The Netherlands ***Only for deliveries in Belgium

Delivery

What delivery options are available ?
To give you a maximum traceability and shipping safety, we offer UPS delivery and Colissimo delivery to the address of your choice.

What is the delivery time and fee?
The standard shipping time is on average 2 to 4 days. The processing time of your order, after its validation, is 1 to 2 days. This time can increase during high traffic periods like Christmas.

If you buy for 60€ or more, delivery fees are offered with Colissimo. UPS fees are calculated on the basis of your package weight and destination and are indicated in the cart, before the validation of the order.

Can I get my products delivered abroad?
Yes! We deliver our products to France and to all Europe.

How to track my package?
When validating you order on our website, you will receive an email order confirmation containing: your order number, a recap of what you bought as well as your personal delivery and billing information.
Once you order is shipped, you will receive a shipment notification by mail with a tracking number and link, allowing you to track your package in real time.

What should I do if I have an issue with my package delivery (send back to expeditor, lost package…)?
If you have any delivery issue, contact our Customer Service and tell us your order number.

I have received damaged products, what should I do?
Some products might be damaged when being delivered, it happens. If so, please contact our Customer Service, telling us your order number. Please add one or many pictures of the products concerned so that we can better understand the issue and send you new products if needed.

The content of the package does not match my order. What should I do?
If the content of your package does not match your order or if there is a missing product, please contact our Customer Service as soon as possible. Please add one or many pictures of your package so that we can better understand the issue and answer with the most appropriate help possible.

Returns & Refunds

How do I return a product?
If you are not satisfied with your purchase, you may notify us of your decision to return your product(s) by e-mail or in the post within 14 calendar days from the date of receipt of your order.
We will fully refund the treatment(s) purchased that have been returned to us provided that the products have not been opened, the protective film and cellophane packaging have not been removed or damaged, and the products have not been used.

The Elénature quality department responsible for the inspection of the returned products goes on the state of the product after the return package has been unpacked. We therefore recommend you use robust packaging to avoid any damage to the product during transport; ideally use the original packaging.

You may notify us of your decision to return your product/s by regular mail or courier within 14 calendar days of receipt of your order.

Is it possible to exchange a product?
Elénature products cannot be exchanged. You have to proceed with a new order.

What are the conditions of repayment?
We will refund by bank transfer to the account used when ordering, the price of the returned products, if already paid, within 14 (fourteen) days from the date Elénature received the returned products. Any return postage will be paid by IEVA only if the product reimbursement is granted. Otherwise, any return postage will be at your expense.
We do not accept returns, and will not issue a refund on products ordered from other e-commerce sites or in perfumeries.

Free delivery 48h *
From 60€ of purchase, with order tracking

Tips & Support *
info@elenature.com

100% Natural *
BIO Certifies by ECOCERT

Product return free *
14 days to be refunded

100% secured payment
Visa, Mastercard, Amex, Paypal, Alipay

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