FAQ

Welcome to our FAQ

In this section, we've put together the answers to the questions most frequently asked by our customers. Whether you're curious about how to use our essential oils safely, how to benefit from our loyalty program, or how to track your order, you'll find all the information you need.

PRODUCTS

Which Ylang Ylang essential oils to choose?

The different fractions (I, II, III, complete) correspond to the distillation times:

  • Fraction I = 1 to 3h (perfumery)
  • Fraction II = 3 to 9h (cosmetics)
  • Fraction III = 9 to 10h (cosmetics)
  • Complete = 10 to 20h (aromatherapy)
Which Lavender essential oil to choose?

For more information, visit this page.

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Which Eucalyptus essential oil should I choose?

For more information, visit this page.

Which Thyme essential oil should I choose?

For more information, visit this page.

Are the products certified organic?

Yes, most of our products are certified organic. You'll find specific certifications on each product sheet.

How to use essential oils safely?

Always dilute essential oils before use, carry out a skin tolerance test, and do not use them on pregnant or breastfeeding women or young children without medical advice.

Which essential oils are best for beginners?

For beginners, we recommend versatile essential oils such as lavender, tea tree and lemon.

Do you offer recipes for homemade cosmetics?

Yes, we have a section dedicated to DIY recipes where you'll find guides and ideas for creating your own natural cosmetics.

How do I store my essential oils and cosmetic ingredients?

Store your essential oils and cosmetic ingredients in airtight containers, away from light and in a cool, dry place.

What is the shelf life of essential oils?

Essential oils generally have a shelf life of 2 to 3 years when stored in good conditions, i.e. away from light, heat and humidity.

Is my diffuser under warranty?

Yes, the warranty varies from 2 to 5 years depending on the model. For any problem, please contact us by email with the model name.

Can you provide technical data sheets?

Technical data sheets are supplied on request after validation of your order. Send us an email or indicate the required data sheets in the comments when placing your order.

Are your products tested on animals?

No, we are proud to offer products that are not tested on animals.

Are your products safe for children?

Some of our products can be used on children, but we always recommend consulting the product data sheets and obtaining medical advice before use.

ORDERING & PAYMENT

What are your payment options?

Payment by credit card

  • Bank transfer
  • Check
  • PayPal
  • Cash (in-store only)


For more information, click here: [LIEN DE LA PAGE CGV]

Is online payment secure?

Yes, our secure transactions are handled by PayPal and PayPlug.

I have a gift voucher, promotional code or credit note. How do I use it?

Enter the code in the "coupon code" box after validating your basket.

I have a payment problem. What should I do?

If your bank card is blocked, please contact your bank. For all other technical problems, please contact us on 04 90 36 22 03.

How do I cancel my order?

Send us an email at contact@huiles-et-sens.com. If the order has not yet been shipped, we will cancel it and refund you. If it has been shipped, refuse the package upon receipt and we will refund you, excluding shipping costs.

I forgot to add or delete a product. What should I do?

Send us an email to contact@huiles-et-sens.com with the desired changes. If your order is in "payment accepted" status, please contact us on 04 90 36 22 03.

DELIVERIES & RETURNS

Do you deliver internationally?

Yes, we ship internationally. Shipping costs are automatically calculated according to the volume of your order and are displayed before you validate your basket.

What are the delivery times?

Delivery times vary according to your location. In general, orders are delivered within 3 to 5 working days.

What are your delivery options?

We offer the following delivery methods:

  • Colissimo Relay
  • Home delivery (with or without signature)
  • Click and Collect in our store (Vaucluse 84).


For more information, click here: [LIEN DE LA PAGE CGV]

Do you offer free delivery?

Yes, but conditions vary according to destination:

  • Metropolitan France: We offer free delivery on orders over 39.00 EUR.
  • Germany, Benelux, Netherlands, Luxembourg, Principality of Monaco, Italy, Spain, Austria, Denmark, Ireland and Portugal: We offer free delivery on orders from 60.00 EUR (for all items except diffusers).
  • In French overseas departments and territories, Great Britain, USA, Canada, Switzerland, Finland, Norway, Sweden, Greece, Hungary, Poland, Czech Republic, Slovakia, Denmark, Liechtenstein, Slovenia, Gibraltar and Malta: We offer free delivery on orders from 100.00 EUR (for all items except diffusers).
Can I track my order?

Yes, as soon as your order is shipped, you will receive an email with a tracking link to follow the progress of your delivery.

Who delivers my order?

Post office

Private carrier (over 20 kilos or fragile items)

Where's my parcel?

Indicated as delivered but not received: Check with your neighbors. If you can't find it, send us an email with the order reference to contact@huiles-et-sens.com.

Follow-up without progress: Contact us by email with the order reference to contact@huiles-et-sens.com.

What should I do if my order is incomplete or damaged?

If possible, refuse damaged packages on delivery. Send us an email to contact@huiles-et-sens.com with your order number and photos of the missing or damaged products.

How can I return my order?

Indicate the reason for the return by email and return the products unopened and in their original packaging to the following address:

  • Huiles & Sens (Laboratoire Centiflor)
  • ZA Plan des Amarens
  • 885 Chemin des Amarins
  • 84340 Entrechaux

You are responsible for return shipping costs. Upon receipt, we will reimburse you or create a credit note, depending on the reason for the return.

How do I get my invoice?

Log in to your customer account, go to "My Account" then "Order History".

ACCOUNTS RECEIVABLE & BENEFITS

I've forgotten my password. What should I do?

Request a new password on our website. Check your spam/junk mail. If you do not receive an email, please contact us on 04 90 36 22 03 or at contact@huiles-et-sens.com.

How can I benefit from a welcome gift for my first order?

When you place your first order, all you have to do before the payment page is select the gift you want from 3 choices. The welcome gift is combined with free shipping (from €35 for orders within France). From your second order onwards, take advantage of our loyalty program.

How does your loyalty program work?

Take advantage of automatic discounts on your second order, based on the amount of your previous order. These discounts are cumulative, with no minimum order, and a percentage of 5%. See "My Rewards" in your personal account. For more information, click here: [LIEN DE LA PAGE PROGRAMME DE FIDÉLITÉ].

Do you have a referral program?

Yes, all you have to do to become a sponsor is recommend our products to your friends and family!

  • Benefits:
  • As a sponsor, you'll receive vouchers for every new customer you refer.
  • Referrals receive a welcome gift.
  • How do I activate a referral?
  • In your "My Account" area, find the "Refer a Friend" section and follow the instructions to invite your friends. For each order placed by a referral, you will receive a €5 discount on your order. Discounts are cumulative and there is no limit to the number of referrals.

For more information, click here: [LIEN DE LA PAGE PROGRAMME DE PARRAINAGE].

POINT OF SALE & EVENTS

Do you have a physical store?

Yes, our postal address is

  • Laboratoire Centiflor
  • ZA Plan des Amarens
  • 84340 Entrechaux Vaucluse (84) FRANCE
Do you offer training courses or workshops?

Yes, we regularly organize workshops and training courses on aromatherapy and homemade cosmetics. See our Events section for more information.

PROFESSIONAL REQUESTS

Do you offer professional rates?

Yes, contact us by email with proof (Extrait KBIS or SIRET number) to access the professional rates.

Do you offer capacities by kg, liter or more?

Send us your request by email with the product name, capacity and quantity required.

What are the ordering conditions?

A minimum order of €150 excluding VAT, free delivery from €500. Our terms and conditions will be sent to you when you create your professional account. If you have any questions, please contact our customer service department at contact@huiles-et-sens.com.

How do I get a quote?

Generate a quote directly on our site by validating your basket and checking the "quote" option.

NEED HELP?

If you have any further questions or need assistance, please don't hesitate to contact us. We're here to help!

  • Contact Email: contact@huiles-et-sens.com
  • Customer service: 04 90 36 22 03
  • Contact form via our website: click here!