FAQ

Delivery methods and times:

Colissimo home delivery: €5.50 (2 to 3 working days), free shipping on purchases over €80

Mondial Relay Point: €4.00 (3 to 5 working days), free shipping on purchases over €60

At the moment, we only deliver to mainland France.

If the address you have entered is incomplete, or the parcel has been damaged in transit, it may be automatically returned to us.

Please contact us at infos@onecya.fr so that we can resolve the problem.

For all deliveries within metropolitan France and the European Union, there are no customs charges. Outside these areas, customs charges may apply. When customs charges apply, they are at your expense.

First of all, check that you have received an e-mail confirming that your order has been confirmed. If this is the case, the carrier may be delayed. The delivery times we give are for information only. Onécya cannot be held responsible for late deliveries.

An order is considered lost (in metropolitan France) after 10 days from dispatch. If this is the case, please contact us at infos@onecya.fr specifying that your order has been lost.

If your order has been validated, you will receive a confirmation e-mail summarizing your order, together with an order number. If you have created an account on our site, you will be able to find your order in your customer area under “My orders”.

If you haven't received a confirmation e-mail, check first to see if you've been debited. It's possible that the payment was unsuccessful and that the order has not been validated.

Otherwise, if you have been debited, check your spam folder. It may be here.

If you still haven't received anything, you may have mistyped your e-mail address. In this case, send us an e-mail to infos@onecya.fr so that we can send you an e-mail confirming your order.

Your parcel will be dispatched within 24 to 48 working hours after validation of your order. If you place your order at the weekend or on a public holiday, your products will be dispatched within the next two working days.

Once your order has been dispatched, you will receive an e-mail with a tracking number that will enable you to check the delivery status on the chosen carrier's website. You can follow the status of your order from your customer area, in the “My orders” section.

Once your parcel has been dispatched, you will receive a shipping confirmation e-mail from us. In the e-mail you'll find a tracking number, which you can enter on the carrier's website to check the status of your parcel.

If you have a customer account on our website, you can also find your tracking number directly in the “My orders” section.

Unfortunately it is not possible to reschedule a delivery.

If you have chosen the Colissimo delivery option, and you are not present at the time of delivery, your parcel will be deposited in your letterbox if its size allows it. Otherwise, a delivery will be rescheduled. If you are not present at the second delivery, your order will be dropped off at a relay point near your home.

We may cancel your order if it has not been picked up by our warehouse. Please send us an e-mail as soon as possible to infos@onecya.fr so that we can deal with your request.

If your order has already been sent to the carrier, our customer service department will help you organize the return of your order.

Please refer to our “returns policy”.

We can cancel your order if it has not yet been picked up by the carrier. Please contact us as soon as possible at infos@onecya.fr so that we can respond to your request.

If your order has already been entrusted to the carrier, our customer service department will help you organize the return of your order.

Please refer to our “returns policy”.

Depending on the progress of your order, we may still be able to change your delivery address. If the order has already been taken over by the warehouse, we will no longer be able to modify it. Please contact us as soon as possible at infos@onecya.fr.

You cannot change your delivery method once your order has been placed.

If you have received a shipping confirmation email, your order may still be on its way, depending on the shipping date.

If you have a problem with your order, please enter your order number and contact us at infos@onecya.fr. Our customer service team will help you find a suitable solution.

You can download your invoices directly from your customer area under “My orders”.

If you have placed an order without having a customer account, please send us an e-mail to infos@onecya.fr so that we can forward it to you.

You have 14 days after receipt of your order to return the products you do not wish to keep. These products must be unopened and in their original condition.

If you want to return your products. You just have to send us an email with your order number. So that we can send you the return form that you will have to stick on the parcel.

To make a return, products must be unopened and in their original condition.

Your package will be returned by the same carrier you selected for your shipment.

We will reimburse you within 14 days of receipt and verification of the returned product(s). The refund will be made by the same method of payment used at the time of purchase.

If you have not received a refund within 14 days of sending your parcel, send us an e-mail to infos@onecya.fr with the proof of delivery.

This will enable us to give you an early refund.

We do not offer exchanges. If you wish to exchange an item, please send a return request to infos@onecya.fr.

You will then have to place a new order with your new item.

We accept several methods of payment at checkout:

• Via credit card bancaire (Mastercard, Visa, Maestro et American Express)
• Via Paypal
• Via Apple Pay

Our site does not allow payment by cheque or payment in instalments.

Your payment is totally secure: we use the STRIPE payment module. They use an SSL security system (which encrypts data and is characterized by :

• A closed padlock in the corner of your browser.
• The https:// mode instead of http:// in your browser's address bar
• We do not store any of your bank details

Nous vous conseillons de contacter votre organisme bancaire afin de vous assurer que votre moyen de paiement fonctionne correctement. Si tout fonctionne bien de votre côté, contactez nous a l'adresse ............... pour que nous puissions régler votre problème au plus vite.

To create an Onécya customer account, click on “Login” in the top right-hand corner of the screen, then “Create an Account” and follow the instructions.

To log in to your customer account, click on “Login” in the top right-hand corner of the screen and enter your e-mail address and password.

If you can't access your account, it's probably because you mistyped your e-mail address or your password.

If your password no longer works, click on “Forgotten password”. You will then be asked to enter an e-mail address so that we can send you an e-mail message to reset your password.

If none of this works, please don't hesitate to contact us at infos@onecya.fr.

If you want to change your customer account password, click on “Login”, then on “Forgotten password” and enter your email address.

You should receive an email to reset your password.

By logging into your customer account, you'll have access to all your invoices. Just click on “My orders” in the customer area. Your invoices are easy to download.

Subscribing to our newsletter allows you to keep up to date with our latest news and product tips.

To receive it, simply go to the bottom right-hand corner of the screen and enter your e-mail address in the “Newsletter” box.

Subscribing to the newsletter does not automatically create a customer account.

promised no spam

If you wish to delete your account, please contact our customer service department at infos@onecya.fr.

We'll get back to you as soon as possible.

If you have a problem with your order or have a special request, please contact us by e-mail at infos@onecya.fr.

We'll be delighted to help.

We will reply to your messages within 24 to 48 hours from Monday to Friday, excluding public holidays, when we will check your message the next day. These times may vary slightly during the Christmas holidays, for example, when we are very busy.

Please do not hesitate to contact us at infos@onecya.fr

Our products are never tested on animals, as required by European regulations.

We use a type of test called In vivo, which enables us to test our products on cells.

Our products can be stored at room temperature.

You can currently only find our products in our e-commerce store.

A “receive notification” button will be set up in case a product is out of stock. All you have to do is enter your e-mail address, and we'll let you know as soon as it's back in stock!

There is no set order for using our products. You can take them in any order and at any time of day (except for Sleep Crispies, which we recommend taking 1 hour before bedtime).

Our products are conceived, designed and manufactured in France. We make it a point of honor to have our products “Made in France”.

You can find information on our products at the bottom of each product page, with descriptions of ingredients, active ingredients and their effects.

Nos formules sont élaborés en collaboration avec un laboratoire pharmaceutique certifié avec des normes ISO (ISO22000)