FAQ — Frequently Asked Questions

Our products

How do I choose skincare adapted to my skin?

Consult the features and usage tips indicated on each product page. If your skin is very reactive, if you have a known allergy, or if you are undergoing dermatological treatment, check the list of ingredients and seek advice from a healthcare professional if in doubt.

Where can I find the list of ingredients?

The list of ingredients, when available for the product, is shown on its product page and on its label. If you would like clarification before ordering, write to us at contact@odeane.com, including the name of the product.

Are your products natural or certified?

Features and any potential certifications vary by product. Please refer to the specific information for each skincare item; a certification or feature presented for one product does not automatically apply to the entire ODÉANE range.

What is the shelf life of a product?

Refer to the indications on the packaging of the product received, in particular its minimum durability date or its period after opening, if indicated. Observe the storage conditions indicated on the label.

How do I use several ODÉANE products together?

Follow the usage tips for each product. If you use several products or wish to build a routine, contact us with the names of the products concerned. Avoid assuming that a general routine is suitable for all skin types.

Orders and delivery

Where do you deliver?

Destinations served and available options depend on the delivery address. They are specified in our shipping policy and confirmed before payment for your order.

What are the delivery fees?

They vary according to the destination and the option chosen. Standard delivery is free for orders over €60 in France, €80 in EU countries served excluding Cyprus and Malta, and €100 in the UK and the US. There is no free delivery for Cyprus and Malta. Consult the complete shipping fees table; the applicable rate is confirmed before payment.

What are the delivery times?

The time between ordering and delivery includes preparation and then transit. It varies depending on the destination, the chosen option, and any potential transit disruptions. A shipping estimate does not necessarily include preparation. Consult our shipping policy for available information; if you would like clarification before ordering, contact us at contact@odeane.com.

Can I modify or cancel my order?

You can request cancellation from your customer account or contact us as soon as possible at contact@odeane.com with your order number. A cancellation request does not take effect automatically: ODÉANE reviews it based on the order's preparation and shipping status. To modify an order, contact us directly. These steps do not limit any applicable legal right of withdrawal; its terms are set out in our return and refund policy.

How can I track my order?

You can view your orders from your customer account. When delivery tracking is available, the information will be sent to you after shipment. If your parcel seems stuck or if you encounter a problem, contact us at contact@odeane.com with your order number.

Can import duties apply?

Formalities or fees may apply depending on the destination, particularly outside the European Union. Consult our shipping policy. We do not assume here that these fees are systematically at your expense.

Returns and refunds

Can I return a product if I change my mind?

A 14-day period is provided to notify us of a withdrawal where applicable, subject to legal exceptions. The return conditions, particularly for certain products that have been unsealed, are explained in our return and refund policy. A cosmetic product is not automatically excluded from the right of withdrawal.

How do I request a return?

Consult our return and refund policy and contact us at contact@odeane.com with your order number. We will provide you with the address and instructions suited to the reason for the return. Do not send a parcel to an old return address without checking the applicable instructions.

Who pays for return shipping?

In the event of a change of mind, the direct costs of returning the item are at your expense when this rule applies to your request. If a return is necessary to process a defective or non-conforming product, ODÉANE arranges for the necessary costs to be covered. Details are provided in our return and refund policy.

What should I do if a product is damaged, defective, or incorrect?

Write to contact@odeane.com indicating your order number. If possible, attach photos of the product, its packaging, and the parcel: these will help us examine the situation. We will indicate the next steps suited to your request, in accordance with your rights.

When will I receive my refund?

The timeframe and method depend on the reason for the request and the applicable rules. They are specified in our return and refund policy. The processing time for a refund already issued may then depend on your payment institution.

Payment

What payment methods do you accept?

The payment methods available for your order are displayed at the checkout stage. They may depend on your device, your country, and the options enabled for the store.

Can I pay in installments?

If an installment payment option is available for your order, it will appear at the checkout stage with its conditions. Its absence at this stage means it is not offered for this order.