Frequently Asked Questions (FAQ)
As soon as you have placed your order, you can follow its progress in your"My Account" area under"My Orders".
In addition, oOlution keeps you informed by e-mail each step of the way from the preparation of your order to its dispatch.
If you have chosen home delivery by La Poste, a tracking number is assigned to your package when it is shipped.
This tracking number is indicated in our dispatch confirmation email.
By clicking on the tracking number, you will be redirected to the La Poste shipping site which will give you the location of your package.
Si votre colis n'a pas encore été expédié, nous ferons les modifications que vous souhaitez avant l'expédition. Vous pouvez faire votre demande directement depuis votre espace client ou en nous contactant par téléphone ou par mail.
Si votre colis a déjà été expédié, faites une demande de retour depuis votre espace client ou en nous contactant par téléphone au 01 48 71 34 74 (prix d'un appel local) ou via notre page contact !
Vous pouvez nous contacter par téléphone afin de passer une commande au 01 48 71 34 74 du lundi au vendredi entre 9h30-12h30 et 14h-17h30.
You can pay your order by credit card, Paypal or check.
From the date of receipt of your order or subscription, you have a period of 14 clear days to request an exchange (subject to availability) or refund and return the package received at your expense no later than 14 days after the decision to withdraw. Used cosmetic products cannot be returned or exchanged. Used products are those whose pump has been primed, which is manifested by the rise of the product in the pump leading to a deposit in the nozzle intended for the exit of the product. Returned products must be intact, in their original packaging, without modification or alteration and complete (instructions, packaging, wrapping...).
Nous expédions votre commande en 1 à 3 jours ouvrés.
Le délai d'acheminement en point relais est de 3 à 6 jours ouvrés (hors lundi et week-end) avec Mondial Relay. En France, la livraison en point relais est de 3,90€ et est offerte à partir de 59€ d'achat. En Belgique et au Luxembourg, la livraison en point relais est de 4,90€ et est offerte à partir de 59€ d'achat.
The average delivery time is 2 to 4 working days with La Poste. Prices are €5.90 for home delivery in France and €7.90 for home delivery in Belgium and Luxembourg. For orders of €59 or more, oOlution offers free shippingto France, Belgium and Luxembourg!
For other destinations, the rates are as follows:
- Germany, Vatican City State, Italy, Spain, United Kingdom: home delivery costs €6. 90 and is free for orders over €120.
- Austria, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, Greece, Hungary, Ireland, Latvia, Lithuania, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Sweden, Norway: home delivery costs €7.90 and is free for orders over €120.
- Switzerland: home delivery costs €10. 90 and is free for orders over €150.
- Other destinations (rest of the world): home delivery costs €11. 90 and is free for orders over €150.
Pour une livraison à domicile d'un kit d'initiation, la livraison est offerte en France uniquement, de 3,50€ dans les pays de l'Union Européenne et de 4,50€ pour le reste du monde.
For priority, fast delivery (24 to 48 working hours), choose Express Chronopost delivery. It costs €13.40 for orders weighing up to 2 kg for delivery in France only.
You can choose to have your package delivered to a different address.
During the validation of your order, enter another delivery address, you can also add a new address in your customer area, heading"My addresses".
Yes, absolutely! Thanks to our partner Mondial Relay, you can choose the relay point of your choice in France, Belgium and Luxembourg.
Quel que soit le point de livraison que vous choisissez, la livraison Mondial Relay est au prix de 3,90€ en France et 4,90€ en Belgique et au Luxembourg.
We offer free delivery to relay points for purchases over €59.
Yes absolutely, you can choose to visit us at 81 avenue Gabriel Péri - 94170 Le Perreux-sur-Marne and we will welcome you with pleasure!
When you place your order, you will only have to choose the "withdrawal" mode.
We are open from Monday to Friday from 9:30 to 12:30 and from 14:00 to 18:00, but don't hesitate to call us before coming, we can arrange a time :)
At oOlution, we deliver almost all over the world and we want to deliver anywhere in the world. If the delivery of our products is not available in your country, please contact us by email at coucou@oolution.com, and tell us the country where you wish to be delivered.
Nous contacterons alors nos transporteurs pour leur demander si c'est bien possible et nous vous tiendrons au courant le plus rapidement possible !
International delivery rates are as follows:
- Belgium and Luxembourg: delivery to a Mondial Relay relay point costs €4.90 and is free for orders over €59. Home delivery costs €7.90 and is free for orders over €59.
- Germany, Vatican City State, Italy, Spain, United Kingdom: home delivery costs €6.90 and is free for orders over €120.
- Austria, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, Greece, Hungary, Ireland, Latvia, Lithuania, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Sweden, Norway: home delivery costs €7.90 and is free for orders over €120.
- Switzerland: home delivery costs €10.90 and is free for orders over €150.
- Other destinations (rest of the world): home delivery costs €11. 90 and is free for orders over €150.
Customs charges are specific to each country and depend on the value of your order. Where charges apply, they are payable by you. For a delivery address in metropolitan France, there are no customs charges.
You can create your account by clicking on"My Account" at the top right of the home page.
Enter your email address and choose a password. Click on blemish "I create my account".
Then, you just have to fill in the account creation form with your personal details and click on blemish "I validate".
Don't panic!
Click on the link:"Forgot your password" on the account login page and enter your email address in the window that appears.
You will receive an email to reset your password.
- Go to your subscriber account
- Click on "Manage my subscription"
- Click on "Update payment method".
- Then follow the steps :)
Si vous rencontrez un problème, n’hésitez pas à nous contacter par mail à coucou@oolution.com ou par téléphone au 01 48 71 34 74
You can cancel your subscription at any time up to the day before it is due for renewal.
Yes :) You can also simply change your delivery date to suit you better. Everything is possible on your account.
Oui, il est tout à fait possible de changer votre adresse de livraison jusqu’à la veille du renouvellement. Pour cela, rendez-vous sur votre compte abonné.e, cliquez sur "Gérer mon abonnement" puis cliquez sur “Mettre à jour l’adresse de livraison” et suivez les étapes :). Si vous rencontrez un problème, n’hésitez pas à nous contacter par mail à coucou@oolution.com ou par téléphone au 01 48 71 34 74
Yes, you can decide to change the product to which you are subscribed. To do so, go to your subscriber account and click on "Manage product" then "Exchange product" and follow the steps :).
Si vous rencontrez un problème, n’hésitez pas à nous contacter par mail à coucou@oolution.com ou par téléphone au 01 48 71 34 74.
Yes, you can advance or delay your delivery via your personal space.
You can cancel your subscription or pause it until the day before you want to renew.
Yes, you'll receive an e-mail 5 days before collection.
The subscription is available in mainland France, Belgium and Luxembourg.
Call us, if your package is not yet shipped, we will find a solution!
Yes, you can absolutely subscribe to several treatments at the same time or subscribe to a second or third treatment if you already have a current subscription!
You can change the frequency of your subscription from your personal space. It is also possible to postpone your subscription by a few days :)
It's quite possible :) choose the subscription for the product you want, and add to your shopping basket those you only want to buy once.
You will only be subscribed to the product chosen for the subscription.
By subscribing, you benefit from -10% on your product as well as free shipping on each of your subscribed deliveries. Moreover, to reward you for your loyalty, you will also benefit from regular gifts and exclusive tests of new products ;)
You will be debited on the "monthiversary" date of your subscription, and notified by e-mail 5 days in advance.
Jusqu’à la veille de votre renouvellement vous pouvez ajouter des soins à votre renouvellement pour bénéficier des frais de ports offerts :) C’est possible sur votre espace personnel abonné. Pas besoin de passer par le panier, l'ajout se fait automatiquement et vous serez prélevé en même temps que votre renouvellement d'abonnement ! Si vous rencontrez un problème, n’hésitez pas à nous contacter par mail à coucou@oolution.com ou par téléphone au 01 48 71 34 74
The delivery times are the same as those outside of the subscription, i.e. 2-3 working days with La Poste. In case of stockout of a skincare product, our subscribers have priority !
Scalapay allows you to pay for your orders in 3 instalments without charge. You receive your products immediately and pay in 3 equal instalments, with monthly instalments. The first instalment (equal to one third of the total value of the purchase) is debited when your order is shipped. The next 2 instalments will be debited in the following 2 months. Scalapay will inform you a few days before the due date of each instalment by SMS and e-mail.
- 1st payment : Upon shipment of your order
- 2nd payment: 1 month later from the day your order is shipped
- 3rd instalment: 2 months later from the day your order is shipped
Orders placed with Scalapay are only eligible for a refund. Exchanges and gift cards are not available.
For more information, visit the Scalapay FAQ.
1. Place your order on the website and choose the Scalapay payment method. Pay with your Visa, Mastercard or American Express card issued in the country where Scalapay is used (France, Germany, Italy, Belgium);
2. Create your Scalapay account in a few clicks, it's free and instantaneous;
3. Receive your order quickly and pay in 3 monthly instalments free of charge.
Paying by instalments with Scalapay is completely free. You've got it right! You will only pay the amount of your order divided into 3 monthly payments. There is no interest, no surprises!
For example, if you buy care for 90 euros, you will pay 30 euros at the time of purchase, 30 euros after one month and the last 30 euros after two months.
Scalapay will send you payment reminders a few days before the due date of each deposit by SMS and email.
When you wish to pay with Scalapay you must select "Scalapay - 3 times free" as your payment method. You will then be redirected to their interface to provide the necessary information to create your account.
With the Scalapay payment method, your order will be dispatched within 48 hours, from the first payment date, i.e. normally as soon as you check out.
You can use all major credit, debit and some prepaid cards from the Visa, Mastercard and American Express circuits; provided they are issued in France. However, it is not possible to use cards from the Bancomat or Maestro circuits, or to buy with a bank transfer, a SEPA direct debit or with Paypal.
IMPORTANT : Not all card types guarantee the same spending limits, regardless of the balance on the card at the time of purchase.
If you wish to make a return, refund or exchange, please contact us at the following address: coucou@oolution.com
We will tell you how to proceed.
No, the subscription cannot be paid in 3x without charge.
The first instalment will be debited immediately at the time of purchase, while the remaining 2 instalments will be debited within 2 months, free of charge.
- First instalment: at the time of purchase
- Second instalment: within 1 month of the day of purchase
- Third and final instalment: within 2 months of the day of purchase
Thanks to the LoOve gift card you can give pleasure for any occasion, making your life easier!
With LoOve, your family, friends and loved ones candiscover the oOlution care they want when they want, with no time limit on use.
When you purchase, you will receive an email with a link to the code of the gift card to offer!
Lucky you received a LoOve! gift card!
To pay for your order with your LoOve card, simply enter the code located on your LoOve card in the "Discount Code" bar at the time of payment, after validating your basket.
You can choose to use your gift card on one or more occasions.
If the amount of your order is greater than the balance of your LoOve gift card, an additional payment can be made by credit card or Paypal.
As a reminder, a LoOve gift card never expires (isn't it said that love is eternal;))
You've ordered a gift card and a skincare product oOlution to treat yourself, but even if your order exceeds €59, we don't offer free shipping. This is normal! The amount of the gift card cannot be added to the price of the products when calculating free shipping. This is because shipping is always free on gift cards. If you want to order products with a gift card and benefit from free shipping, you'll need to order €59 worth of products in addition to the gift card amount.
C'est très simple, et tout le monde y gagne :
1 - Rendez-vous sur la page Programme de fidélité, rubrique parrainage, et renseignez votre adresse e-mail pour obtenir votre lien de parrainage personnel.
2 - Partagez ce lien avec vos proches (par e-mail, WhatsApp, SMS, réseaux sociaux…).
3 - Votre filleul.e reçoit 15€ de réduction sur sa première commande, dès 25€ d'achat.
4 - Dès que votre filleul.e a passé commande, vous recevez à votre tour un code de 15€ de réduction, à utiliser sur la commande de votre choix.
Toute personne qui n'a encore jamais commandé sur oolution.com. Le parrainage est réservé aux nouveaux client.e.s : si votre proche a déjà passé une commande sur notre site, il ou elle ne pourra pas bénéficier de l'offre.
• 15€ de réduction dès 25€ d'achat, sur sa toute première commande ;
• valable 15 jours à compter de sa réception ;
• utilisable une seule fois ;
• valable sur un achat unique comme sur une première commande en abonnement.
Votre code de 15€ est créé automatiquement dès que votre filleul.e a passé sa commande avec votre offre de parrainage. Vous le recevez par e-mail et le retrouvez dans votre espace fidélité.
Votre code :
• est valable 2 mois ;
• ne demande aucun minimum d'achat ;
• s'utilise sur un achat unique ou sur votre abonnement.
Oui ! Il n'y a aucune limite : pour chaque proche qui passe sa première commande grâce à votre lien, vous recevez un nouveau code de 15€.
Connectez-vous à votre espace client, puis rendez-vous dans la rubrique « Programme de fidélité » : vous y retrouvez vos parrainages et vos récompenses.
Tout d'abord, mille mercis de nous faire connaître autour de vous !
Votre récompense est envoyée dès que votre filleul.e a passé commande. Si ce n'est pas le cas, vérifiez que :
• votre proche a bien utilisé votre lien de parrainage (ou le code reçu grâce à lui) au moment de sa commande ;
• votre proche n'avait jamais commandé sur notre site auparavant ;
• sa commande atteignait au moins 25€ d'achat.
Pensez aussi à jeter un œil à vos courriers indésirables. Si le problème persiste, contactez-nous à coucou@oolution.com ou au 01 48 71 34 74, nous regardons avec vous.
Notre programme a évolué : la crème offerte et les 200 points ont laissé place à 15€ offerts pour votre proche et 15€ pour vous.
• Les points déjà gagnés grâce à vos anciens parrainages restent dans votre cagnotte fidélité : vous pouvez toujours les échanger contre une récompense.
• Si votre proche n'a pas encore commandé, partagez-lui simplement votre nouveau lien de parrainage depuis la page Programme de fidélité.
It couldn't be easier: to join the oOlution loyalty program, simply create a customer account here.
You'll enter one of our statuses (Adventurer, Explorer, Pathfinder, Inspirer) which give you access to loyalty points that you can exchange for discounts or gifts, as well as exclusive benefits!
Each euro spent on the site earns you a minimum of 1 point. You can also earn points by completing missions.
If you already have an account with us, good news: you're already part of the club!
If you have any questions, please contact our customer service department at coucou@oolution.com.
The oOlution loyalty program only works on our website. We are not yet able to offer it in our partner stores.
Yes, all our customers are eligible for our loyalty program.
All purchases made on the site, including subscription renewals, will be taken into account when calculating loyalty points.
To redeem your loyalty points, you must create a customer account here.
If you have any problems using your discount codes, please contact our customer service department at coucou@oolution.com.
There are 4 statuses: Adventurer, Explorer, Pathfinder and Inspirer. Each gives access to different benefits (see comparison table above).
Your status is determined by the amount spent on the oOlution site over the last 12 months.
Adventurer status: no expenditure is necessary for this status. It gives you access to missions to earn points.
Explorer status: accessible from €80 spent annually on the oOlution site. It gives you access to missions to earn points, as well as various advantages (see comparison table on the loyalty page).
Éclaireur.se status: accessible from €250 spent annually on the oOlution site. It gives you access to missions to earn points, as well as various advantages (see comparison table on the loyalty page).
Inspirer status: accessible from €400 spent annually on the oOlution site. It gives you access to missions to earn points, as well as various advantages (see comparison table on the loyalty page).
To find out your status, go to your customer area here and find out in the "Loyalty Program" section.
Yes, your status is recalculated every 12 months. If, during the last 12 months, you have not spent the amount associated with your status (e.g. €250 for Pathfinder status), you will be assigned to the status corresponding to your actual expenditure, i.e. :
- Aventurier.ère, if you have spent less than €80 in the last 12 months
- Explorer, if you have spent between €80 and €249 in the last 12 months
- Éclaireur.se, if you have spent between €250 and €399 in the last 12 months
- Inspirer, if you have spent more than €400 in the last 12 months
There are two ways to earn points:
1 - Place an order on our site, and every euro you spend earns you a minimum of 1 point (depending on your status).
2 - Validate one or more missions on the loyalty page
You can check your available points directly in your customer area herein the "Loyalty Program" section.
You can also view your benefits and redeem your points for discounts and gifts.
Yes, your points are valid for one year.
We are launching this loyalty program in February 2024. To thank you for your past loyalty, we have credited you with points corresponding to orders placed during the last 13 months, since January 1, 2023.
No, it is not possible to merge points. If you have any queries, please do not hesitate to contact our customer service department at coucou@oolution.com.
For purchases: access your customer area here and check that your purchase appears in the "Orders" tab. If it does not appear in your order history, you have not placed an order on the site by communicating the correct e-mail address... Contact our customer service department at coucou@oolution.com so that we can adjust your points.
As part of a loyalty program: access your customer area here in the "Loyalty program" section and click on the "Rewards history" button. If the mission does not appear, it has not been validated. If in doubt, contact our customer service department at coucou@oolution.com.
For your information, the "Consignment" mission must be verified by us before being validated. You will receive a confirmation or rejection email following our verification.
If you decide to return or cancel your entire order, your points will automatically be cancelled.
If you decide to return or cancel part of your order, points will be deducted from the items concerned. Points will be credited to the items you kept.
No, there's no limit! You'll always have the chance to earn points by placing an order on our site or by validating the loyalty program missions.
Once you have created your customer account hereyou can view your available points in your customer area. You can then redeem them for discounts or gifts. Select the desired reward and click on "I convert my points", a promotional code will be assigned to you. All you have to do is go to the site and use your promotional code.
If you choose to convert your points into a free product, you can enjoy the free product by following these steps:
- Visit the website and add the product in question to your cart (for example, add the lip balm to your cart if you are converting your 100 points into a free lip balm).
- add your promotional code at checkout
- your treatment is free!
Only promotional codes offering delivery can be combined with loyalty promotional codes. Promotional codes offering a discount on the order or on a product cannot be combined with loyalty promotional codes.
All birthday discounts will be communicated to you by e-mail on the day. If you register your birthday on your account at any time after the anniversary date of the current calendar year, the discount will not be communicated to you until the day of your birthday in the following year.
Don't forget that the birthday offer is determined by your VIP status on your birthday. If it's been more than 30 days since you registered and you still haven't received your birthday gift, please contact us at coucou@oolution.com and we'll be happy to help!
For each order received, you will receive a T envelope ready to be mailed.
This envelope you can fill it with your empty oOlution products and send it to us :)
Once they arrive at our premises, we sort them, recycle what cannot be reused and send what can be reused for cleaning, disinfecting and refilling. The whole process is subject to quality control so that the containers are as good as new :)
The deposit allows bottles and tubes to have a new life :)
oOlution has an agreement with CM2C, the Center for Consumer Mediation of Justice Conciliators(CM2C). In case of dispute with oOlution, the CM2C will provide the consumer with a mediator who will help you to resolve your dispute amicably.