How can we help you?

As soon as your order is dispatched, you receive an email with your tracking link (remember to check your junk folder). You can also track your parcel at any time with your order number and your postcode, without an account.

The tracking shows everything the carrier tells us: it is the most complete and most up-to-date source.

Tracking only activates after the carrier's first scan, usually 24 to 48 hours after dispatch. Until then, the status may stay frozen: that's normal.

A parcel can also go 2 to 3 days without a new scan between two sorting hubs, especially at busy times.

"Being processed" means your order is being prepared in our warehouse: allow 24 to 48 working hours before dispatch (longer during sales or special promotions).

You'll receive an email with the tracking link as soon as it is handed to the carrier.

Start with the tracking: the carrier publishes the most recent information there. Within France, allow 3 to 5 working days after dispatch (up to 10 working days internationally).

Tracking has not moved for several days? From your tracking page, a button lets you report it to us in one click: we then chase the carrier for you, with nothing more for you to do.

Carrier scans are not in real time: a parcel can go several days without a new scan between two sorting centres, especially at busy times. The vast majority of parcels then move on as normal.

If the tracking has not moved for several days, you can report it to us in one click from your tracking page: we'll chase the carrier for you. Nothing else to do at your end — we're keeping an eye on your parcel.

Your parcel is kept for 7 days at the pick-up point or locker (the carrier usually sends a reminder around the 4^th day). After that, it automatically goes back to our warehouse and reshipment charges may apply: collect it as soon as you can.

The collection deadline is shown on your tracking page. Photo ID is required when you collect it.

The "delivered" scan sometimes comes a few hours before the parcel actually changes hands. Check first: your letterbox, your neighbours, the caretaker and the other people in your household — the vast majority of parcels turn up this way.

Still nothing after 24 to 48 hours? Report it from your order page: we'll open a claim with the carrier, which usually takes several working days. You'll be asked for a signed sworn statement and photo ID to build the case — every case is checked, and we come back to you once the claim is resolved.

The address can only be corrected before dispatch, within an hour of ordering, from your order page. A parcel that has already been dispatched travels with the address entered on the order.

After dispatch, keep a close eye on the tracking: depending on the carrier, delivery to a pick-up point may be offered if the delivery fails. If the parcel comes back to us, the reshipment is arranged from your order page — then check every line of the new address: an accurate address is the best guarantee of a trouble-free delivery.

The opening code is sent directly by the carrier, by SMS or email, when the parcel arrives in the locker. Check your junk folder and the mobile number given when ordering. Some carriers (Mondial Relay, InPost, etc.) also show the code in their own app; for a parcel carried by Colis Privé, however, the Mondial Relay app cannot retrieve it — rely on the SMS and the email.

Without a code, contact the carrier using the details on your tracking page: only they can resend the code. Is the locker full, out of order or not opening? The locker is also managed by the carrier: contact them on the number shown on the delivery card. If the parcel goes back because it was not collected, report it from your order page.

Wait for the "available at the pick-up point" notification, then allow another 24 hours after it before worrying: the parcel may still be on its way to the pick-up point even if it already appears on the tracking.

When you collect it, bring photo ID in the name on the order. Also check the exact pick-up point shown on your tracking page: the parcel is sometimes left at a neighbouring point rather than the one you expected.

The pick-up point still does not have your parcel after these checks? Contact us with your order number: our team will open a claim with the carrier, which usually takes several working days.

Keep the parcel and the packaging, and photograph it straight away: the box (top and bottom), the contents and the products affected. These photos are essential for the case with the carrier: without them, no case can be looked into.

A parcel that is visibly badly damaged at the pick-up point can be refused at collection: tell us straight away if that happens. In any case, send us your photos with your order number: every case is checked before it is dealt with.

Check the bottom of the box and the packing inserts: small items slip in there easily.

A picking error (item missing, duplicated or different from your order)? Report it to us with your order number and photos of the parcel, the labels and the contents you received, keeping everything exactly as it arrived: our team checks every case with the warehouse.

Incomplete address, pick-up point full, collection deadline missed or damage: the carrier sends the parcel back to us. As soon as it arrives and has been checked at the warehouse, it can be reshipped to you.

From your order page, choose where you'd like it reshipped (a new pick-up point or address, with the same delivery type as your original order). Our team checks every request before starting the reshipment.

Do you meet the conditions? You have 14 days after delivery to exercise your right to cancel. It is all prepared from your order page: choosing the items, photos of the products (sealed packaging, seal intact) and a statement. Once our team has checked and approved it, you receive the returns slip and the address.

The returns slip goes inside the parcel — it is not a prepaid label: the postage (sent tracked) is at your expense.

Only products that are strictly unopened, with unbroken seals and unused are accepted. They must be in their closed original packaging. The security seal must be intact for devices. Packs must be complete.

The following cannot be returned: any product that has been unsealed or brought into contact with the skin, mucous membranes or respiratory tract (Article L221-28 of the French Consumer Code, for hygiene and health protection reasons) — including massage and stimulation devices and their accessories once they have been applied to the skin, and support garments, even if only tried on — as well as incomplete bundles. Each return is inspected upon receipt: any product that does not meet these conditions is rejected.

Is your product faulty? That is not a return: the warranty applies. See the warranty

The cancellation period is 14 days from delivery (the carrier tracking date is what counts). After that, a return is no longer possible.

Your eligibility is checked automatically as soon as you start the return request, from your order page.

Refusing a parcel at delivery (or not collecting it from the pick-up point) is not a cancellation and gives you no automatic rights. The parcel comes back to our warehouse — that return journey can take several days to several weeks depending on the carrier.

As soon as it arrives back and has been checked at the warehouse, the reshipment is arranged from your order page. To exercise your right to cancel, the process is the same: take delivery of the parcel, then make your request within 14 days, under our return conditions.

Returns are made with the returns slip enclosed in the parcel — it is not a prepaid label, and there is no online tracking of the return. Keep the tracking number of your own delivery (returns are sent tracked, at your expense): that is your proof of postage.

As soon as your parcel arrives and has been checked at our warehouse, our team deals with your request and lets you know by email. The status of your request (sent, approved) can still be seen in your "My requests" area.

For an approved and compliant cancellation: the refund is made once your parcel arrives at the warehouse and has been checked, in line with our terms and conditions, to your original payment method.

A non-compliant return (opened or unsealed product, missing or peeled-off device seal, incomplete pack) is refused and sent back to you at your expense, with no refund possible. Check the conditions before you ship. No refund is issued on request alone, nor on a refused or unclaimed parcel.

Start with the guided diagnostic from your High Frequency Device: it solves most apparent faults in a few steps (full 4-hour charge with the original cable, another socket, thermal cut-out, sensors, etc.).

If the fault is confirmed, we recommend attaching a short video of the fault and a photo of the batch label (not compulsory: you can add them later from "My requests"). Every case is checked by our team, who will reply within 24 to 72 working hours.

Your devices are guaranteed for 2 years from delivery, for faults that occur under normal use.

The warranty covers neither drops and knocks, nor contact with liquid, nor normal wear (tips, electrodes, cables, etc.), nor misuse (not following the manual). Every case is checked: a video of the fault and a photo of the batch label are strongly recommended to speed things up.

The guided diagnostic tells you in a few minutes whether your situation is covered by the warranty.

The tips (FIRM, LIFT, SPOT, CURE), cables and chargers are wear parts: they are not covered by the warranty and are available to buy on our site.

If you are not sure where the fault lies (the device or an accessory), the guided diagnostic will tell you in a few steps.

All the manuals can be viewed and downloaded online, free of charge.

Frequency, session length, precautions: the answer is in your device's manual and in the frequently asked questions on this topic (instructions, care, contraindications). See the frequently asked questions

Stop using the product immediately. If the symptoms persist or get worse, see a healthcare professional (a doctor or pharmacist).

Then contact us, providing the product name, its batch number (on the packaging or label) and the date on which you used it. This information is sufficient for us to record your report, which will be forwarded to our Quality Department.

Your order goes into preparation very quickly after it is confirmed: it is therefore usually no longer possible to cancel it, and no cancellation can be triggered from your account.

Have you only just placed it, a few minutes ago? Write to us immediately with your order number: our team will look at what is still possible before the parcel leaves — with no guarantee once preparation has started.

Once your parcel has been delivered, you keep your 14-day right to cancel, under our return conditions. See the return conditions

The address can be changed within an hour of ordering, from the order page in your account. This change applies to home delivery orders only.

For a pick-up point order, the destination is the point chosen when you ordered: it cannot be changed from your account. If the parcel is not collected there in the end, you'll be able to choose another pick-up point when it is reshipped, once it is back with us. Parcel returned: arranging a reshipment

Once the parcel has been dispatched, the address can no longer be changed. Depending on the carrier, the tracking may offer delivery to a pick-up point if home delivery fails. Wrong address after dispatch?

Don't worry: we automatically detect duplicate orders and send you an email titled "Two very similar orders" showing both of your orders with two buttons — it is all sorted in one click, with nothing to write to us.

Did you want both? Click "Both orders are intended" and we'll send them both. Was it a mistake? Click "Cancel / refund the duplicate": our team checks it and then cancels or refunds it — no payment is changed without that check.

You can follow your request at any time in "My requests". Have you not received the email? Check your junk folder, or contact us with both order numbers.

Check your card limit, the 3-D Secure confirmation (a notification from your bank) and the expiry date. Most declines come from the issuing bank.

Then try again, with a different card or another payment method if you need to. If it is still blocked, write to us telling us the error message shown.

After a payment is declined and then goes through, a pre-authorisation may appear temporarily on your account: it disappears by itself within a few working days, with nothing for you to do.

If a double charge is confirmed on your statement (two actual debits, not pre-authorisations), write to us with your order number and the dates of both transactions.

The instalments of your payment plan are taken automatically on the dates set when you ordered.

Has your card expired or been replaced before the end of the instalments? Write to us with your order number so we can update the payment method securely — we never ask for your bank details by email.

A promo code can only be applied when you place your order, in the dedicated field in the basket. Codes cannot be combined: one code per order. Also check its validity period and its conditions (minimum spend, eligible products).

Once the order has been confirmed, no code can be applied retrospectively — the rule is automatic and applies to every order. Good news: your code can still be used on your next order if it is still valid.

Your invoice is attached to your order, in your account. An account is created automatically with every order: if you have never set a password, use "Forgotten password" with the email address from your order.

An account is created automatically with every order, but with no password set. Use "Forgotten password" with the email address from your order: you'll receive a link to set one.

No email received? Check your junk folder and make sure you are using the same address as on your order.

The confirmation email usually arrives within 2 to 5 minutes. First check your junk folder. If nothing appears, the email address entered when ordering probably has a typo in it.

Write to us with your order number (shown on the confirmation page) and the correct email address: we'll correct it and resend the confirmation.

Email address, password, address book, newsletter preferences: it's all managed from your account area.

Under the GDPR, you can ask for your account and your personal data to be deleted. Send your request from the email address of the account concerned: our team will deal with it within 24 to 72 working hours.

Stop using the product. If any discomfort persists or worsens, consult a healthcare professional (doctor or pharmacist), as only they can advise you on your individual circumstances.

Then contact us, providing the product name, its batch number (on the packaging or label) and the date on which you used it. This information is sufficient for us to record your report, which will be forwarded to our Quality Department.

Composition, use, compatibility, delivery times and charges: the search box at the top of this page covers all our answers — step-by-step guides and frequently asked questions — in an instant.

Cannot find it? Our team will reply within 24 to 72 working hours.

Your opinion matters! After your purchase, you receive an email invitation to rate your products. You can also leave a review at any time from the relevant product page.

Your reward points and benefits are in your account area. How do I earn points?

Influencing, reselling, a professional partnership or the Ambassador programme: tell our team about your project, subject "Become a partner". Reply within 24 to 72 working hours.