Frequently asked questions
How can we help you?
Can I request delivery times?
Unfortunately, it is not possible to choose a delivery time slot.
Do you ship abroad?
Onagrine only delivers to mainland France.
How can I track the delivery of my package?
When your order is prepared and shipped, you will receive an e-mail shipping confirmation as well as a tracking number so you can track your package.
How much are the shipping costs?
The shipping cost amount depends on the delivery method you choose. Standard delivery is free with any purchase of €39 or more.
How quickly is the refund made?
The refund will be made within 14 days of receipt of your package by Onagrine.
I have not received my tracking number.
If you have not received your tracking number after your order has been shipped, please check your spam box or contact our Customer Relations Department.
I received my package but some items are missing or some products are damaged.
Once your package has been received, if you notice any items are missing or that products are damaged, immediately contact our Customer Relations Department. Missing products can be sent to you and damaged products refunded:
LABORATOIRES ONAGRINE
5 Rue Louis Blériot
63100 Clermont-Ferrand
+33 (0)4 73 83 80 80
onagrine@onagrine.com
I want to return my order.
You have 7 working days, from the date of receipt of the order, to inform us that you wish to return one or more products. They must be in their original condition. Please contact our customer service department before returning the product(s). Except in exceptional cases, you will be responsible for paying the shipping costs.
If any of the products were broken or leaked during transport, please contact our Customer Relations Department attaching a photo of the product and the batch number, which you will find on the product.
If your order is incomplete, or if you have received other products than those ordered, please contact our Customer Relations Department.
Products purchased online on this Website cannot be refunded or exchanged at an authorised distributor. Likewise, a product purchased from an authorised distributor cannot be returned as a product purchased online on this website. The refund will relate to the products only and will be made directly to the credit card used when ordering. The shipping costs associated with returning your products remain your responsibility.
My package is late or has not been delivered, what should I do?
When your package was shipped, you received a tracking number you can use to find out where your package is. If you have not received your order after 8 weeks, you can contact us at onagrine@onagrine.com or call us on +33 (0)4 73 83 80 80 (Monday to Friday 9 am to 5 pm).
What are the cancellation periods?
You have 7 days to notify us that you wish to cancel an order via your online account or by post.
What are the delivery times ?
Mainland France:
– 3 to 5 working days for standard home delivery
– 24 to 48 hours for express home delivery
Once your order has been shipped, you will receive your order tracking number by e-mail.
What delivery methods do you offer?
We offer several delivery methods suited to everyone’s needs and schedules:
– Standard home delivery (Colissimo)
– Express home delivery (Chronopost)