Home / Payment, shipping and returns

Order validation and modification

It is not possible to modify a previous order, except in the following specific cases: -. express request by e-mail to contact@charlottebio.fr within 15 minutes of order validation. The request must be clear and explicit in order to be processed as soon as the e-mail is received, on working days/hours. (modification of logistical information, delivery method if the conditions of the order allow it, modification of products of the same value, modification of postal address, deletion and refund of a product, cancellation of an order). It is not possible to add products.

Requests can only be processed during working hours: Monday to Friday, 9am to 5pm. As the modification or cancellation of an order requires human intervention, CBB reserves the right not to be available at the time of the user's request and therefore not to be able to honour the request. The user will be informed by return e-mail.

In the case where the order would be in status "in preparation" or "prepared" it can not be changed. In this case, if the customer wishes to modify or cancel his order, two options are available to him:

- refuse the order at the time of delivery (if hand-delivered) or do not collect it from the relay point (in the case of delivery to a collection point),

- return the order (at your expense) to our logistics platform.

As soon as the order is returned to us and after checking the products, we will proceed with the refund of the latter.

Secure payment 

To make your purchases online, Charlotte Bio offers several types of payment entirely secure thanks to an encryption system that does not put the site in contact with your personal data at any time:

  • Paypal 
  • Your credit card
  • Apple Pay
  • Alma (free payment in 2 or 3 instalments) (payment in 2 instalments available from €50, in 3 instalments available from €80)

Packaging

We strive daily to reduce our lead times, and also the presence of plastic in your orders. However, customer service and your satisfaction come first, and we know that sometimes carriers are not very docile with your kind orders. As a result, we try to find alternative ways of securing products in shipments, and protecting them so they don't arrive broken or damaged.

All components used for shipping your packages are either cardboard, recycled kraft or recycled PE.

Delivery

    The products will be delivered to the address indicated by the Purchaser on the order form, according to the mode of delivery chosen among the modes described below.

    Count on 24 à 48h working (excluding weekends and public holidays) from the time your order is placed for it to be prepared in our logistics warehouse. 

    Delivery will be made within an average of 2to 8 working days (excluding weekends and public holidays) from receipt of the order form, depending on the delivery method chosen and within 30 days of receipt of the order.

    Once the order is prepared and ready to be shipped, the delivery time depends on the delivery method you choose.

    As soon as your order exceeds €39, you can benefit from free Chronopost Shop2Shop delivery in mainland France.

    As soon as your order exceeds 59€, you can benefit from free delivery via Colissimo without signature in Metropolitan France.

    Rates and delivery time in Metropolitan France :

    • Colissimo without signature: €5.95. Ideal for small parcels, letterbox delivery, delivery within 48 to 72 working hours.
    • Colissimo with signature : €6.95. Ideal for small parcels, hand-delivered with signature, delivery within 48 to 72 hours.
    • Chronopost Point de Retrait: €3.95. Delivery to Chronopost Shop 2 Shop pick-up points (please note that the pick-up point must be chosen after payment), delivery within 48 to 72 working hours.
    • Chronopost: €10.95. Hand-delivered against signature, 24-hour delivery.
      Next-day delivery if ordered before 12pm, otherwise D+2 (always on working days).

    📬 All lead times are in working days and do not include weekends and public holidays.

    Rates and delivery time DOM-TOM and abroad :

    Delivery to French overseas departments and territories and Europe is now available! Here are the current prices.

    ☀️ DOM TOM* > Guadeloupe, Reunion, Martinique, Saint-Barthélémy, Saint-Martin, Saint-Pierre-et-miquelon, French Guiana, New Caledonia, French Polynesia

    *VAT exemption in accordance with article 294 of the General Tax Code

    📬 Colissimo With Signature (hand-delivered to your home or to a relay point if absent, delivery time 8/10 working days from dispatch) > €16.95

    🎁 Delivery offered colissimo with signature (own hands) : from €150 of order, excluding shipping costs

    🇧🇪 Belgium 

    📦 Chronopost Shop2shop - delivery to relay point (choose relay point after payment) - delivery time 3/4 working days from dispatch > €5.95

    🎁 Free delivery to Shop2shop points of collection: from €60

    📬  Colissimo With Signature - hand-delivered to your home (or to a relay point if absent) - delivery time 5/6 working days from dispatch > €7.95

    🎁 Free Colissimo delivery with signature (personal delivery): from €120

    Spain 🇪🇸 /Italy 🇮🇹 /Austria 🇦🇹 /Ireland 🇮🇪 /Portugal 🇵🇹

    📦 Chronopost Shop2shop - delivery to relay point (choose relay point after payment) - delivery time 3/4 working days from dispatch > €6.95

    🎁 Free delivery to Shop2shop points of collection: from €60

    📬  Colissimo With Signature - hand-delivered to your home (or to a relay point if absent) - delivery time 5/6 working days from dispatch > €9.95

    🎁 Free Colissimo delivery with signature: from €120

    Netherlands 🇳🇱 / Germany 🇩🇪 / Luxembourg 🇱🇺

    📦 Chronopost Shop2shop - delivery to relay point (choose relay point after payment) - delivery time 3/4 working days from dispatch > €6.95

    🎁 Free delivery to Shop2shop points of collection: from €60

    📬  Colissimo With Signature - hand-delivered to your home (or to a relay point if you're not at home) - delivery time 5/6 working days from dispatch > €7.95

    🎁 Free Colissimo delivery with signature (personal delivery): from €120

    Please note that delivery times are for information purposes only. Once orders have left our warehouse, we are, like you, dependent on the services of carriers.

    Delivery delay

    Carriers guarantee delivery within a maximum of 30 days. Any delay in delivery (i.e. exceeding the maximum period of 30 days after confirmation of the Order), except in cases of force majeure, entitles the Customer to cancel the Order and receive a refund of the Price.

    In the event of a delay caused by Charlotte Bio, we undertake to inform the customer by e-mail that delivery will be delayed.

    The Customer may, however, request a refund of the Price of the Product concerned by sending an e-mail to Charlotte Bio requesting cancellation of the Order.

    Charlotte Bio will reimburse the Product within a maximum of fourteen (14) days following receipt of the Customer's cancellation request, depending on the method of payment used, to the exclusion of any other compensation. 

    Orders not picked up at a relay point

    In the event that the customer does not pick up the order within the time limit communicated by the delivery agent, the package will be automatically reshipped at Charlotte Bio's expense, without any action on the part of the customer. 

    As soon as the order is received, a quality control will be carried out on the products making up the order, and unless the products are in a problematic condition, the products will be reimbursed using the method of payment used to pay for the order. Shipping costs (if paid in the order) will not be refunded.

    Returns and Right of Withdrawal

    The Buyer has a period of 14 clear days from the date of receipt of the product, to return at its expense, the products ordered, for refund.
    The products must be in their original packaging, unopened and unused.
    The refund will be made by any means of payment at the option of the Buyer expressed after the exercise of his right of withdrawal, no later than 14 days after the date on which the right is exercised (upon receipt of the returned order or proof of shipment of the returned product) .

    Return address: 

    SUPPLYWEB - Charlotte Bio Returns

    Z.A.C. de la delle du clos neuf

    14840 DEMOUVILLE  

    The Product(s) must be (i) returned complete, unused, in its (their) original, undamaged packaging and (ii) if possible, accompanied by its (their) original packaging and a blank piece of paper with the original order number. Moreover, the Vendor does not accept packages sent carriage forward. All risks associated with the return of the Product(s) are the responsibility of the Buyer. On receipt of the Product(s) presumed to be non-conforming or affected by a hidden defect, the Vendor will carry out an inspection of the Product(s) to ascertain whether or not they are in conformity. Similarly, the Vendor may carry out a quality test on the Product(s) returned by the Buyer to verify that the Product(s) returned are indeed original Product(s). It is understood that these checks are carried out as soon as possible and within a maximum period of one (1) month.