Faq Sections

Vous ne trouvez pas la réponse à votre question dans notre FAQ ? Nous nous engageons à vous répondre dans les plus brefs délais. Le service client est accessible du lundi au jeudi : 8h-13h / 14h-17h, vendredi : 8h-13h par mail sur web@compagniedeprovence ou par téléphone au +33 (0)4 86 91 18 45

Shipping
Which countries do you deliver to?

Compagnie de Provence delivers to over 20 countries: mainland France (plus Corsica and Monaco), Germany, Austria, Belgium, Croatia, Spain, Estonia, Finland, Hungary, Ireland and Northern Ireland, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Czech Republic, Romania, United Kingdom, Serbia, Slovakia, Slovenia and Switzerland...


I can't place an order from Italy. Why?

Since 2018, Compagnie de Provence has been proud to offer a website exclusively for its Italian customers:
https://www.compagniedeprovence.it/

Consequently, orders placed on our usual website are no longer delivered to Italy. Should you have any questions about this, please contact the Italian team directly at: servizioclienti@compagniedeprovence.it


What are the delivery costs and times?

Your order will be processed within 24 hours if it is placed during the week, and shipped within 48 hours. Any orders placed after 10 a.m. on a Friday, or on a Saturday or Sunday, will be processed the following Monday.

Delivery is free when you spend €55 or more, for all countries. You can choose either Colissimo or Chronopost for your delivery. Orders will be delivered within one to five business days, depending on the mode of transport chosen. We do not accept any responsibility if an order is delivered late.

All the details about costs and delivery times for transport companies can be found in the Shipping section.


Where is my order?

Once your order has been dispatched, you'll receive an e-mail with a tracking number so you can follow the status of your parcel. If you still haven't received this number after a few days, or if the number is wrong, don't hesitate to send us an e-mail at web@compagniedeprovence.com, so we can give you more information.

You can also track the status of your order online in the "My orders" section.

Your order is either:
- Not completed: you haven't yet finalized your order and the items are still in your basket.
- Paid for: you will receive an order confirmation e-mail.
- Being prepared: your order is currently being prepared by our logistics centre.
- Shipped: we will send you an e-mail to let you know once it has been left with the postal services.
- Delivered: your order has been delivered; you can access your invoice from your account.


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Returns and refunds
What methods of payment are accepted?

We accept payment by Visa, Mastercard, American Express and PayPal. It is also possible to pay by cheque, in which case your order will be sent once the cheque has cleared. (Please follow the relevant procedure when you make your purchase.)


I wish to cancel/change my order. Is that possible?

To get orders to customers as quickly as possible, they must be prepared as quickly as possible in our warehouses. Unfortunately, this also means that it is not possible to change or cancel an order once it has been confirmed.

However, you can refuse the parcel when it is delivered and let us know by e-mail. We will then refund you once the returned parcel is received by our warehouses. If it has already been delivered, it is also possible to return all or part of your order. Please see how to return items.


How to return items?

If you are not satisfied with your purchase, you have seven days to return your items. Simply contact our customer services at web@compagniedeprovence.com and they will send you a prepaid return shipping label. Once the returned items have been received by our warehouses, and providing the return conditions have been met, you will be refunded within four days via the original payment method.

Please note that all returned products must be intact, unopened and in their original packaging.


A product is damaged or missing. What should I do?

If any products in your order were damaged during shipping (breakage or leakage), you can contact our customer services at web@compagniedeprovence.com. Please attach a photo to your e-mail and indicate the date of the order, as well as the name and capacity (size) of the damaged products. We will then send you a replacement for the damaged item(s) as well as an e-mail with a tracking number, once it has been shipped.


Products
An item is showing as out of stock. Will it be back?

During busy periods or when a product is very successful, it may go out of stock. But don't worry! Our teams will do all they can to bring it back as quickly as possible! In the meantime, you can sign up (by leaving your e-mail) for a "back in stock alert". You'll then receive an e-mail as soon as it becomes available again.


I can't find a product on the website. Why?

We are continually working on the development of our products so that we can offer you the best experiences. This could include making innovations relating to sensorial qualities, or reformulating products. If certain products are no longer available on our website, it means that we no longer distribute them. This is the case for the entire Terra collection, the Extra Pur body creams in tubes, the Extra Pur fragrance diffusers, and the Calanques, Alpilles and Lubéron scents.


What is the percentage of natural ingredients in your formulas?

Over 90% of our products are made with a minimum of 95% naturally derived ingredients, offering a natural way to care for yourself – and your home. Our aim is to provide the most natural formulas possible, without compromising on sensorial qualities. We want our products to promise moments of pure pleasure! To put it briefly, we design products that are seriously good, but don't take themselves too seriously!


Are your products vegan?

Compagnie de Provence does not sell certified-vegan products as there is no official vegan certification. Nevertheless, we do not use animal-derived ingredients in our cosmetic products or household products, with the exception of:
- honey, which is only used in our hand creams in the Extra Pur collection,
- traces of beeswax, which may be found in certain scents, such as Anise Patchouli, as well as our "Happydratante" moisturizing cream. Consequently, we can state that the majority of our products are vegan-friendly.


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The brand
Where can I buy Compagnie de Provence products?

To find your nearest retailer, take a look at the "Our Retailers" section. Simply enter the name of a town or city and you'll be given a list of nearby retailers.


Can I receive samples?

Every time you make a purchase, you can receive up to three samples, which you choose from a list.


Where do your ingredients come from? How do you choose them?

Compagnie de Provence has been building up solid expertise in cosmetic products made with botanical oils for almost 30 years. Over the years, we have forged strong links with local producers as we've sought out high-quality ingredients to capture the essence of Provence in a bottle. It's important to us that we give priority to local producers and select all our ingredients with the greatest care. You'll find our different producers and information about the characteristics of our ingredients on our Map of France page.


How can I join Compagnie de Provence?

You can consult our job openings in the Careers section of our website, which is regularly updated.


My account
How do I create an account with Compagnie de Provence?

In the "Sign in" section, click on the "Create account" link. Enter the required information, indicated by an asterisk. Feel free to give your date of birth – there's a surprise in store every year!


How can I change my password and/or personal data?

Sign in by entering your username and password, then go to the "Your personal information" section. You can then edit your personal information. Don't forget to save the changes.


I've forgotten my password!

No need to panic! When you sign in, you can simply click on "Password forgotten". An e-mail will be sent to you so you can set a new password. Then sign in again with your new password. If you have trouble changing your password, please contact our customer services.


How do I use my loyalty codes?

Loyalty or promotion codes can be seen in the "Discount vouchers" box below your basket. Simply copy and paste the desired code into the box then click on OK, so you can enjoy your advantages. .


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