Frequently Asked Questions
We have compiled all the answers to the questions you ask us most frequently.
I would like to place an order.
1. At the very top of the site is the “Search...” field, where you can enter keywords based on:
- The product name (Longue Vie, for example)
- The product subtitle (Crème de Soin, for example)
- A phrase from the product description (Milieu de Vie Cellulaire, for example)
Combine several criteria, such as “Dry Skin” or “Milieu de Vie Cellulaire,” for more precise results.
2. You can also browse our categories and subcategories directly to find your item.
3. Still can’t find your item? Feel free to contact us by email at contact@guinot.com.
Place an order on our website in just a few clicks - it’s very simple
1. Search for the item you want on the website (see how to find an item on the website)
2. Check the product page for more information and availability (see stock levels and delivery times)
3. Choose the item you want to buy by clicking “Add to cart”.
4. Once your products are in your cart, follow the instructions by clicking the “Proceed to checkout” button.
Stock availability is indicated on each product page, below the "Add to cart" button.
IN STOCK
The item is currently available in our warehouse.
OUT OF STOCK
The item is no longer available. It may be in the process of being restocked; please contact us.
Guinot's average order processing time is 1 to 2 business days. A product may be out of stock when you place your order, in which case processing may take longer. If you have any questions, please don't hesitate to contact our customer service team.
Please note that our delivery times are given in business days. Our team can only process orders during our opening hours. Orders placed after 3:00 p.m. are generally processed the following morning, and orders placed over the weekend (Saturday and Sunday) can only be processed on Monday morning.
Guinot offers you only this payment method:
- Bank card (Carte Bleue, Visa, Mastercard)
Linked to Apple Pay or Shop
Your banking details are transmitted over the Internet only in encrypted form, meaning they are encoded so that they are completely unreadable.
More information about 3-D Secure in our Terms and Conditions.
Guinot offers standard delivery through the following partner:
- CHRONOPOST - 08 25 31 13 11 - www.chronopost.fr
Depending on stock availability and the dimensions of the parcels in your order, a delivery method will be offered. (More information in the "DELIVERY" section of our Terms and Conditions)
You can track your order using the parcel tracking number, which will be emailed to you as soon as it is dispatched.
When shopping on Guinot, you can change the delivery address on the cart page, just before confirming your order.
Click the “Add a delivery address” button in the “Delivery address” box.
You can also update your contact details at any time in the “My Account” section, in the “My Addresses” box.
If you decide to change the delivery address after placing your order and paying online, you won’t be able to change it on the website. Please contact our customer service team by email or phone to update your delivery address for an order in progress.
We do not ship to Europe or internationally.
Orders for mainland France, Monaco, and Corsica can be placed directly online.
Customers wishing to have an order delivered to other countries outside mainland France are invited to contact us.
Guinot is above all about professional treatments available exclusively at beauty salons, where you can try our products in the best conditions while receiving advice from our qualified beauty therapists. GUINOT beauty salons are the benchmark for professional face and body treatments and long-lasting hair removal.
All products available at our salons are also available in our online store. However, some products are sold exclusively at beauty salons.
Unsure?
Prices for skincare products may differ on other websites. However, please note that our products come from our single production facility in Europe. You benefit from the quality and reliability of our high-tech laboratory.
To learn more about our laboratory, visit our corporate website at www.guinot.com.
Found a lower price elsewhere? Contact us by email.
I placed my order
You have placed an order with Guinot, and we thank you for it. You will receive an email each time its status is updated. You can check the different statuses of your order at any time by going to "My Account" and selecting the "My Orders" tab. You will find a list of the different statuses.
The average order processing time at Guinot is 1 to 2 business days. This may take longer. Feel free to check the progress of your delivery on our partner Chronopost's website or contact our customer service team if you have any concerns.
You will receive an email when your order is shipped, with your parcel tracking number, so you can track your delivery at any time. You can also find your parcel tracking number under "My Account" > "My Orders", then click the tracking code.
Please note that our team can only process orders during our business hours. Orders placed after 3:00 p.m. are generally processed the following morning, while orders placed over the weekend (Saturday and Sunday) can only be processed on Monday morning.
The average order processing time at Guinot is 1 to 2 business days. This timeframe may be longer.
Please note that our team can only process orders during our opening hours. Orders placed after 3:00 p.m. are generally processed the following morning, while orders placed over the weekend (Saturday and Sunday) can only be processed on Monday morning.
You can check the status of your order at any time by signing in to "My Account" and selecting the "My Orders" tab.
Here is a list of the different statuses and what they mean:
PAYMENT ACCEPTED
Your order has been paid for. A confirmation email with your order number has been sent to you. If you have not received the email, check your spam folder. You can find your order number by signing in and going to "My Account", then "My Orders", and locating the relevant order.
BEING PREPARED
Your payment has been recorded, and we are preparing your order for shipment as soon as possible.
If additional time is needed to process your order, we will let you know by email.
SHIPPED
Your entire order has been shipped. An email with your tracking number has been sent to you. If you have not received the email, check your spam folder. You can find your tracking number by signing in and going to "My Account", then "My Orders", and locating the relevant order.
DELIVERED
You requested that your order be canceled, or it was canceled by our team because the payment was not approved by our bank. You will see the refund transaction in your bank account.
PAYMENT DECLINED/FAILED
Our bank did not approve your payment transaction. Your payment has therefore been declined.
This can happen in particular with foreign bank cards. In this case, please contact our customer service team to find an alternative payment method.
Once you have placed your order online, you can no longer modify or cancel it directly on our website.
However, if your order is still being processed, it’s easy: email contact@guinot.com with your order number and an explanation of the situation. Your order will then be canceled so you can place another one.
If you made a mistake and placed the same order several times, don’t worry: email contact@guinot.com with the numbers* of the orders you want to cancel. If you paid for the same order several times, we’ll refund the full amount of the canceled order.
*You can find your order number in your confirmation email or on our website under “My Account,” in the “My Orders” tab.
If you’re not home, a delivery notice will be left in your mailbox (your mailbox must be accessible). You have 15 days to collect your parcel from the relevant post office or pickup point (usually a local shop), bringing your delivery notice and a form of ID.
You can check where your parcel is using the tracking number sent to you by email. If you think your parcel is lost, please feel free to contact our customer service team:
By email: contact@guinot.com
Our team will help you find your parcel.
Upon receiving your parcel, please check its condition and contents in the presence of the delivery driver before signing the delivery slip. If you do not do this and discover later that a product is broken, we will be unable to file a claim with the carrier. If the parcel is badly damaged, refuse delivery and make precise, detailed notes on the delivery slip.
Then contact our mail-order service at sav@guinot.com, attaching a photo of the damage if possible.
Under the warranty, please note that all products must be returned in their original packaging.
I received my order.
To obtain an invoice, log in to our website via the “My Account” section, accessible from the homepage, enter your login details, and click “Submit.”
Once logged in, go to the “My Orders” tab and select the order for which you want an invoice. Click “PDF” to download your invoice. You can then print it if you wish.
You have received your order, but unfortunately some items are missing.
Please email us at sav@guinot.com right away and include your order number to ensure everything is handled properly.
Please email our customer service team at sav@guinot.com, specifying your order number, the item you ordered, and the item you received. Our customer service team will ensure this issue is resolved as soon as possible.
In accordance with our terms and conditions of sale, all items are eligible for return by exchange or refund, except those marked otherwise, for example, items whose protective blister packaging has been removed, etc.
From the date you receive or collect your parcel, you have 30 days to return your item. Return shipping costs are the customer's responsibility.
To return your items, please complete the following return form: return form
To help us process your request, please notify us of any return by email at sav@guinot.com.
Returns should be sent to Guinot Service SAV, 77 Dammarie Les Lys. Returns will only be accepted for complete products in their original condition (packaging, accessories, instructions), accompanied by a copy of the purchase invoice. Items returned incomplete, broken, damaged or soiled by the customer will not be accepted. Please note that no cash-on-delivery shipments will be accepted for any reason.
From the date you receive or collect your parcel, you have 30 days to return your item. Return shipping costs are the customer’s responsibility.
To help us handle your case, please email us at sav@guinot.com to let us know if you are returning an item for an exchange.
If the new order is for a higher amount, you must include payment for the balance with your exchange request. Conversely, if the exchange amount is lower than the original amount, you will receive a cheque or credit note for the difference as soon as we receive your request.
When your exchange order is shipped, you will receive a shipping confirmation email with your parcel’s tracking number.
REFUND FOLLOWING A RETURN
You ordered an item on our website and received it, but it isn't right for you? You can return it for a refund.
From the date you receive or collect your parcel, you have 30 days to return your item. Return shipping costs are the customer's responsibility.
To return your items, please complete the following return form: return form
To help us process your case, please notify us of any return procedure by email at sav@guinot.com.
Once your item has been returned, we undertake to issue your refund within 15 days of receiving the products. Refunds for purchases paid in cash will be made using any available payment method.
REFUND FOLLOWING AN ORDER CANCELLATION
You placed an order on our website but changed your mind? If your order has not yet been shipped, you can cancel it and request a refund.
Once we have processed your request by email, we undertake to issue your refund within 8 to 10 days. You should see it in your bank account shortly.
This feature is not currently available. We will let you know when it is added to our website.
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