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Frequently Asked Questions

[vc_row][vc_column][vc_tta_accordion remove_indents=”1″ title_size=”1.4rem” title_tag=”h3″][vc_tta_section tab_id=”1566218453842-fd6ec390-c097″ title=”HOW TO BE INFORMED OF BIOAQUA NEWS?”][vc_column_text]To receive the BIOAQUA newsletter, simply click on the “Newsletter” link at the top of the site. Then, complete the “E-mail” field and click on “SUBSCRIBE” ‘.

You can also create your account and check the box “I wish to subscribe to the BIOAQUA newsletter to stay informed of the brand’s news. The data concerning you will never be transmitted to a third party. ”
Click on “Confirm” so that your choice is saved.

You can also become a fan of the BIOAQUA Facebook page and take advantage of exclusive offers. On this page you will find all kinds of information about the brand: advice, exclusives and product tests.[/vc_column_text][/vc_tta_section][vc_tta_section tab_id=”1566218453853-11582232-fe8d” title=”YOU WANT TO CREATE AN ACCOUNT.”][vc_column_text]You can create an account by going to the “My Account” section at the top of the site.
The creation of your account will allow you to:

  • track your orders online.
  • subscribe to the BIOAQUA newsletter, to receive all the latest brand news: new products and exclusive offers.

[/vc_column_text][/vc_tta_section][vc_tta_section tab_id=”1566219128772-dc87b364-f10e” title=”YOU FORGOT YOUR PASSWORD OR USERNAME.”][vc_column_text]Your username is easy to find: it’s your email address.

If you forgot your password, go to the “My Account” page and click on “Forgot your password?” ”
Your password will be sent to your email address.[/vc_column_text][/vc_tta_section][vc_tta_section tab_id=”1566219893662-41f2307b-e213″ title=”YOU WISH TO UNSUBSCRIBE FROM THE BIOAQUA NEWSLETTER.”][vc_column_text]You can unsubscribe from the BIOAQUA newsletter with a simple click on the link provided at the bottom of the page in the last newsletter you received.

The request is then processed as soon as possible, it is possible that you will receive the last newsletter before your request is taken into account.[/vc_column_text][/vc_tta_section][vc_tta_section tab_id=”1566219987763-973f9b42-767d” title=”YOU WISH TO RECEIVE SAMPLES.”][vc_column_text]Samples are available in perfumeries approved by the brand depending on the availability of their stock. In the event of a breakdown, testers are available to you to discover our products.

For any order, you will be able to benefit from 2 samples among a selection which is proposed to you.[/vc_column_text][/vc_tta_section][vc_tta_section tab_id=”1566220067800-e30e48ec-0ec2″ title=”YOU WISH TO APPLY FOR BIOAQUA.”][vc_column_text]You can submit your application by accessing the following link:
https://bioaquabeauty.com/

You wish to partner with BIOAQUA. Thank you for your interest in BIOAQUA. You can send your request to the Contact US page.[/vc_column_text][/vc_tta_section][vc_tta_section tab_id=”1566220069277-6041333f-a677″ title=”YOU HAVE QUESTIONS OR COMMENTS REGARDING THE USE OF A PRODUCT.”][vc_column_text]If you have any questions, comments or complaints about our products, their use or their composition, we invite you to contact our Customer Relations Department:

  • by email: “Contact us” section, choosing the reason “Question on BIOAQUA”
  • by phone: 09 69 36 33 88 (call not surcharged) from Monday to Friday from 9h to 19h.

[/vc_column_text][/vc_tta_section][vc_tta_section tab_id=”1586947044031-435dfbeb-50ef” title=”YOU CAN NO LONGER FIND THE PRODUCT YOU USED TO BUY.”][vc_column_text]The product you used to buy may no longer be listed in our catalog. In fact, we are committed to regularly renovating our ranges, to better meet your expectations and take advantage of new innovations.
If your perfumery does not refer to the entire BIOAQUA catalog, we invite you to order your product on our bioaquabeauty.com site.

Of course, if you want additional information on our products, you can contact our Customer Relations Department:

  • by email: click on the “Contact us” link, “Question on BIOAQUA” section.
  • by phone: 09 69 36 33 88 (call not surcharged) from Monday to Friday from 9h to 19h.

[/vc_column_text][/vc_tta_section][vc_tta_section tab_id=”1586947041368-3ebb5b7c-7416″ title=”LOOKING FOR A GIFT IDEA.”][vc_column_text]The “Gift ideas” section gives you ideas for giving BIOAQUA gifts depending on the occasion and the person you want to please.[/vc_column_text][/vc_tta_section][vc_tta_section tab_id=”1586947040347-266b43ed-f7dc” title=”YOU BENEFIT FROM A PROMOTIONAL CODE.”][vc_column_text]If you have a promotional code communicated by BIOAQUA, you can indicate it at the stage of your shopping cart, before confirming your order, in the “Promotional code” input box.

Once the code is entered, the promotion will be directly applied to your basket.
You will see the title of your code in gray in the input area provided for this purpose.

According to the current offers, not all of them are cumulative. To avoid disappointment, we recommend that you check the terms of the offers.

The offers currently in progress can be found on the Offers page .[/vc_column_text][/vc_tta_section][vc_tta_section tab_id=”1586947039294-b6bc729a-7831″ title=”WHAT ARE THE DELIVERY TIMES AND COSTS?”][vc_column_text]Orders placed on bioaquabeauty.com can be delivered all over the world
Unfortunately, your orders cannot be delivered in the DOM-TOM.

Your order is processed the same day as far as possible or the first working day following. Please note that the preparation time can take up to 24 working hours.

Depending on the delivery method you have selected, your order will be prepared and shipped. Delivery can take 1 to 2 working days in Express Chronopost, 2 to 3 working days in Standard Colissimo and 3 to 4 working days in Relay Point.

Covid-19 update: delivery times may be affected.[/vc_column_text][/vc_tta_section][vc_tta_section tab_id=”1586947438859-a9154912-e83f” title=”YOU ARE LIMITED FOR THE AMOUNT OF YOUR ORDER”][vc_column_text]The maximum amount of your order cannot exceed $400.
Similarly, the number of identical items is limited to 3 in the same order and over a period of one month.

Security of delivery and payment force BIOAQUA to impose these limits on you.[/vc_column_text][/vc_tta_section][vc_tta_section tab_id=”1586947437659-324fa586-a28a” title=”WHAT ARE THE PAYMENT OPTIONS?”][vc_column_text]Payment by credit card online
The Buyer has the choice during the validation of his order, between different payment methods.

  • by Credit Card (Visa, Amex, Mastercard)
  • by Paypal account

Debit is made 4 days after the transaction on the site.[/vc_column_text][/vc_tta_section][vc_tta_section tab_id=”1586947436273-f3899370-6bc4″ title=”WHAT DOES 3D SECURE CONTROL CORRESPOND TO AT THE TIME OF YOUR PAYMENT?”][vc_column_text]The 3D Secure service aims to secure your online Visa and Mastercard payments made by bank card on online sales sites.
Your bank transmits to you by phone or SMS for each 3D secure transaction a single-use code which can only be used for the current transaction.
When registering for the service, you must also create a password which may be required in certain situations.

After completing the payment form on our site, a window of your bank appears and asks you to enter a one-time code which will be sent to you for each transaction either by SMS, voice message or email.
This identification is essential to finalize your purchase.

If, however, you have a problem finalizing your order, please contact our Customer Relations Department 01 84 94 07 09 (call not surcharged) from Monday to Friday from 9h to 19h.[/vc_column_text][/vc_tta_section][vc_tta_section tab_id=”1586947434973-44b16c60-2a76″ title=”HOW TO ACCESS THE TRACKING OF MY ORDER?”][vc_column_text]When your order and its payment are validated:
BIOAQUA sends you a first confirmation email of your order.

When your order is prepared and shipped:
You also receive a shipping confirmation by email. In this second email, you find a package number. By clicking on the link to the Colissimo order tracking placed in this email and entering the parcel number in the location provided on the site, you can access the tracking of your parcel. In the event of a problem, contact customer service by e-mail or by telephone.

Order tracking in your personal “My Account” area:
You can track the status of your order online in the “My Orders” section.

Your order is either:

  • In progress: you have not yet finalized your order, it is in the basket.
  • Paid: you will receive your order confirmation email.
  • In preparation: your order is being prepared by the logistics center.
  • Shipped: we will inform you by e-mail when it is delivered to La Poste.
  • Delivered: the order has been received, the invoice has been sent by e-mail.

[/vc_column_text][/vc_tta_section][vc_tta_section tab_id=”1587025012265-ddc70546-5f34″ title=”HOW TO CANCEL / MODIFY MY ORDER?”][vc_column_text]Please note that no modification or cancellation of an order can be processed once the order has been confirmed.[/vc_column_text][/vc_tta_section][vc_tta_section tab_id=”1587025011179-5e39b51a-2359″ title=”YOU HAVE PLACED AN ORDER BUT YOU HAVE NOT RECEIVED YOUR PACKAGE.”][vc_column_text]From the confirmation of shipment of your order, the products are delivered within two working days on average by Colissimo. The delivery time does not include Sundays and holidays. This period can be extended by two days for Corsica.

The tracking link for your package by Colissimo is available in your shipping confirmation email.

If, however, you still have not received anything, please contact our Customer Relations Department on 01 84 94 07 09 (call without surcharge) from Monday to Friday from 9h to 19h.[/vc_column_text][/vc_tta_section][vc_tta_section tab_id=”1587025010087-0f205ce2-c97e” title=”YOU WISH TO RETURN A PRODUCT OF YOUR ORDER.”][vc_column_text]SATISFIED OR MONEY BACK GUARANTEE

You can return your item for free if you are not completely satisfied. Please note that this warranty applies only to products purchased on the site https://bioaquabeauty.com/ and the shipment is limited to France.

We do not exchange returned products but you can get a full refund for your initial order if the return deadline is met.

Please also note that, for make-up products, we try to represent our shades as precisely as possible. However, the colors you will see may vary slightly from one screen to another.

SIMPLE AND FREE RETURNS

You have a period of 14 days from the delivery date to return your products to us if they do not suit you. All returns are refunded under the same payment method as the original order.

If you received a FREE product or a GIFT with your order, you must include them on your return in order to receive a full refund. However, you can keep the samples received in your order, they are yours, take advantage!

Products returned beyond 14 days after the delivery date cannot be refunded.

Defective or incorrect
products For defective or incorrect products, you can return them and get a refund or contact our Customer Service

FREE RETURN PROCEDURE
To return your product, please follow the different steps listed below. Please note that we will not accept returns of online orders in our physical stores.

1 / Complete the return slip located in the envelope of your package.

2 / Stick the prepaid return label, present in your order, on the outside of the package to be returned.
If you do not have this prepaid return label, please contact our Customer Service.

3 / Keep the proof of deposit showing your parcel number.

4 /Your return will take 3 to 5 business days to return to our warehouse. Upon receipt, reimbursement will be made within 1 to 2 business days. Depending on your bank, it may take up to 5-7 days to see the refund on your account.[/vc_column_text][/vc_tta_section][vc_tta_section tab_id=”1587025008992-07222feb-b8cd” title=”WHAT ARE THE DEADLINES AND METHODS OF REIMBURSEMENT?”][vc_column_text]Upon receipt of your package by our services, the refund is made within 14 days on the payment method used during the initial purchase. Our Customer Relations Department will reimburse by the same means of payment as that used for the initial transaction within an average of 2 days and before 14 days in accordance with the European directive in force. The customer will be notified of this at the email address used when placing the order.

It is recommended to return any product in its original packaging.

If, however, the credit transaction does not appear on your bank account, please contact our Customer Relations Department on 01 84 94 07 09 (call without surcharge) from Monday to Friday from 9h to 19h.[/vc_column_text][/vc_tta_section][vc_tta_section tab_id=”1587025007864-fe3ed5f5-6016″ title=”YOU HAVE NOT FOUND THE ANSWER TO YOUR QUESTION”][vc_column_text]You can reach our Customer Relations Department.

By email or by phone:
“Contact us” section[/vc_column_text][/vc_tta_section][/vc_tta_accordion][/vc_column][/vc_row]