Faqs
Frequently Asked Questions
HOLIDAY 2023
When do I need to purchase to receive my order before December 24th?
To receive your order before December 24th please order before the following dates*:
Domestic Standard (US) - December 13th
Domestic Express (US) - December 17th
International Standard - November 27th
International Express - December 1st
*For additional information about tracking or the location of your order, please check with the carrier. The order will likely be delivered in the shipping time window listed below but this is not guaranteed as the carrier may experience delays.
Do you have any gifting options?
Holiday sets and gift suggestions can be found on our “Holiday” page. We are sorry we do not offer gift wrapping or gift receipts at this time. We are offering special holiday boxes and tissue paper that you can repurpose as gift wrapping. Please see steps here. We offer e-gift cards for $25, $50, $75 and $100 for US customers. Please visit our shop collections page to purchase.
How long will it take to receive my order?
Please allow for 3-5 business days to process your order before it ships. Orders are shipped Monday-Friday excluding US holidays. Shipping times vary based on your region and shipping method selected at checkout. For more information about the whereabouts of your package after it ships, please visit the carrier website.
The shipping carrier (DHL / UPS / FedEx) manages delivery once the package has shipped. For additional information about tracking or the location of your order, please check with the carrier. The order will likely be delivered in the shipping time window listed below but this is not guaranteed as the carrier may experience delays. An order shipped with standard shipping will not be considered lost until it is in transit for 30 days.
My order is delayed!
We are sorry for the delay! You can find additional information by clicking the small carrier link on the right side of the OmniParcel tracking link.
The shipping carrier (DHL / UPS / FedEx) manages delivery once the package has shipped. For additional information about tracking or the location of your order, please check with the carrier. The order will likely be delivered in the shipping time window listed below but this is not guaranteed as the shipping carrier may experience delays. An order shipped with standard shipping will not be considered lost until it is in transit for 30 days.
I want to return a gift I received. How can I do that?
We only accept returns for products that have not been opened and have not been used within 30 days of receipt of the product, or if the product is damaged or incomplete. Merchandise is non-refundable. Returns are eligible for US customers. At this time we do not offer exchanges. Refunds for returns are sent to the original payment method.
Can I edit / cancel my order?
We are unable to edit items in your order once you have purchased the products.
To edit your address or cancel your order, please email avecamour@violettefr.com within one hour of placing your order. Our team will do their best to make any requested changes. Please note we are unable to guarantee that changes can be made if the order has already been processed or if the request was made outside of business hours.
ORDER STATUS
How long will it take for me to receive my order?
Please allow for 3-5 business days to process your order before it ships. Orders are shipped Monday-Friday excluding US holidays.
Shipping times vary based on your region and shipping method selected at checkout. For more information about the whereabouts of your package after it ships, please visit the carrier website.
You will receive an email with tracking information once the product has shipped.
Why have I not received my order?
We are so sorry for the delay. Thank you for your support! Our small team is processing and catching up on orders as quickly as we can.
For international orders, our carriers are experiencing additional significant delays.
Please refer to your confirmation email to track the status of your order. If you have any issues please email us at avecamour@violettefr.com .
How can I check the status of my order?
If you have an account with us, please log in to your account and check the order status there. If you do not have an account with us (you should create one!), please refer to the email you received when you placed your order (sometimes it can be in your spam folder!)
If you are still having difficulty, please contact us directly at avecamour@violettefr.com and we’ll be happy to assist you.
Where is my confirmation email?
You should have received a confirmation email after you purchased your order. If you do not see it, we recommend checking your spam folder!
Do you accept international orders?
We currently ship to the US, Canada, and select countries in Europe.
At this time, our orders are shipped from the United States. Duties and taxes are included at checkout. For a full list of shipping information for European countries, please refer below to the section What are international shipping times and costs?
We will extend our distribution to additional countries in the near future! Stay tuned and let us know where you would like to see us go next by signing up here.
I am still waiting to hear back from your team on my order. Who do I contact?
Sorry that you have not heard from us yet! Our response to your email may have gone to your spam or junk folder. If you do not see a response from us please reach out to avecamour@violettefr.com
I want to edit / cancel my order! How can I do that?
We are unable to edit items in your order once you have purchased the products.
To edit your address or cancel your order, please email avecamour@violettefr.com within one hour of placing your order. Our team will do their best to make any requested changes. Please note we are unable to guarantee that changes can be made if the order has already been processed or if the request was made outside of business hours.
SHIPPING
Where is VIOLETTE_FR available?
VIOLETTE_FR products are available on violettefr.com and select products at retail locations. Please consult our retail partners for any inquiries regarding purchases you made with them:
Boum-Boum Milk, C'est la Cream and Frange Puff:
1. Pharmacie Rambuteau, 1 rue Rambuteau, 75004 Paris
2. Pharmacie Dauphine, 57 rue Dauphine, 75006 Paris
3. Pharmacie Cotinat, 151 rue de Grenelle, 75007 Paris
4. Pharmacie Européenne de la Place de Clichy, 9 place de Clichy, 75009 Paris
5. Pharmacie du Village Batignolles, 40 rue des Batignolles, 75017 Paris
6. Pharmacie Notre Dame, 79 Cr Pierre Puget, 13006 Marseille
Entire product selection:
Oh My Cream ! locations in the United Kingdom, France, and Belgium found here (excluding some shades and product collaborations).
MECCA locations in Australia in New Zealand found here (excluding Sérum Superlatif and product collaborations).
What are US shipping times and costs?
United States:
Standard Shipping
Orders under $50: $5.95 (5-7 standard business days)
Orders $50+: Free (5-7 standard business days)
Express Shipping $20
For international shipping, please see What are international shipping times and costs?
DHL manages delivery once the package has shipped. For additional information about tracking or the location of your order, please check with the carrier. The order will likely be delivered in the shipping time window listed below but this is not guaranteed as DHL may experience delays. An order shipped with standard shipping will not be considered lost until it is in transit for 30 days.
What are international shipping times and costs?
We currently ship to the following countries and offer both Standard and Express Shipping (DHL):
DHL manages delivery once the package has shipped. For additional information about tracking or the location of your order, please check with the carrier. The order will likely be delivered in the shipping time window listed below but this is not guaranteed as DHL may experience delays. An order shipped with standard shipping will not be considered lost until it is in transit for 30 days.
Our orders are currently shipped from the United States. Duties and taxes are included at checkout.
Stay tuned and let us know where you would like to see us go next!
COUNTRY | FREE STANDARD | STANDARD | SHIPPING TIME | EXPRESS | SHIPPING TIME |
Canada | - | Calculated at checkout | 8-12 business days | - | - |
France | Orders €75+ | €4.90 | 5-10 business days | €20.00 | 1-3 business days |
United Kingdom | Orders £70+ | £3.90 | 4-6 business days | £17.50 | 1-3 business days |
Germany | Orders €75+ | €4.90 | 7-10 business days | €20.00 | 1-3 business days |
Spain | Orders €75+ | €4.90 | 7-10 business days | - | - |
Ireland | Orders €75+ | €9.90 | 10-13 business days | €27.50 | 3-4 business days |
Austria | Orders €100+ | €5.90 | 7-10 business days | €30.00 | 1-3 business days |
Belgium & Netherlands | Orders €75+ | €9.90 | 7-11 business days | €27.50 | 1-3 business days |
Luxembourg | Orders €100+ | €9.90 | 7-11 business days | €27.50 | 1-3 business days |
Italy | Orders €100+ | €9.90 | 7-11 business days | - | - |
Portugal | Orders €100+ | €13.50 | 7-11 business days | €30.00 | 1-3 business days |
Greece | Orders €100+ | €20.00 | 9-15 business days | - | - |
Estonia & Lithuania | - | €19.00 | 10-14 business days | €25.00 | 4-5 business days |
Slovak Republic | - | €19.00 | 8-11 business days | €25.00 | 4-6 business days |
Slovenia | - | €19.00 | 11-14 business days | €25.00 | 3-4 business days |
Latvia | - | €19.00 | 10-13 business days | €25.00 | 5-6 business days |
Cyprus | - | €19.00 | 3-5 business days | - | - |
Malta | - | €19.00 | 4-5 business days | - | - |
Finland | - | €19.00 | 10-14 business days | €30.00 | 3-5 business days |
Croatia | Orders €100+ | €20.00 | 9-15 business days | €30.00 | 1-3 business days |
Switzerland | - | - | - | 9.90 CHF | 3-4 business days |
Denmark | - | - | - | 50.00 DKK | 3-4 business days |
Norway | - | - | - | 70.00 NOK | 3-5 business days |
Sweden | - | - | - | 70.00 SEK | 3-4 business days |
Poland | - | - | - | 30.00 PLN | 4-5 business days |
How long does it take to process my order? When will my order ship?
Please allow 3-5 business days for your order to ship from our facility. Orders are shipped Monday-Friday excluding holidays.
Shipping times provide a delivery date range. The order will likely be delivered in this window but this is not guaranteed as DHL may experience delays.
Please email us at avecamour@violettefr.com and we will let you know if an update is possible.
How can I track my order?
If you have an account with us, please log in to your account and check the order status for details on tracking. If you do not have an account with us, please refer to the confirmation email of your order shipment (sometimes it can be in your spam folder!), which includes a tracking number.
If you’re having a difficult time finding the status, please contact us directly at avecamour@violettefr.com and we’ll be happy to assist you.
My order has not moved in the tracking! How can I locate it?
We recommend contacting the carrier delivering your package as sometimes they can give more information about the delay. If they are unable to help please contact us at avecamour@violettefr.com!
My package never arrived. Who do I contact?
Please refer back to the shipping confirmation email that you received after placing your order which includes a tracking number for your order. For more detailed tracking information, we recommend checking in with your local carrier. Please note, an order shipped with standard shipping will not be considered lost until it is in transit for 30 days.
If the order is marked as delivered in the tracking system, please check the surroundings of your location or building. If the package remains not found, we are sorry for the inconvenience and please contact our customer service at avecamour@violettefr.com
Can I ship to an APO address, Military address, or PO Box?
We currently ship to APO and Military addresses. If there is a challenge with orders going to your address, you will be notified by our team.
At this time, we are unable to ship to PO Boxes. We are sorry for the inconvenience!
Can I ship to a freight forwarder?
We cannot ship to freight forwarding addresses as we are unable to ship to regions where we are unregulated.
If we do not ship to your region, let us know where you would like to see us go next!
RETURNS & EXCHANGES
What is your return policy?
We only accept returns for products that have not been opened and have not been used within 30 days of receipt of the product ,or if the product is damaged or incomplete. Merchandise is non-refundable.
At this time, we only accept returns for US customers.
For returns, please reach out to avecamour@violettefr.com.
Our retail partners manage returns for items purchased at their locations. Please consult the respective retail partner, if you would like to return an item purchased with them.
Can I exchange my product?
At this time we do not currently offer exchanges.
My product was delivered damaged and/or I did not receive the product I ordered. What should I do?
We apologize as it is certainly not the experience we want you to have with VIOLETTE_FR. Contact us at avecamour@violettefr.com and we will address the issue directly. Please include pictures of the product (damaged or wrongly delivered) in your email so we can resolve the issue as efficiently as possible.
Our retail partners manage items purchased at their locations. Please consult the respective retail partner, if you have a challenge with a product purchased from their store.
Please note that our products expire 12 months after opening. Serums expire 24 months after opening.
BILLING
What forms of payment do you accept?
We accept all standard credit cards (Visa, Mastercard, American Express). You can also checkout with Amazon Pay, Shop Pay, and Apple Pay (mobile only).
For US customers we also offer AfterPay.
Are online purchases secured?
All transactions made on our website are extremely secure. Our store's content is encrypted and we are PCI compliant to protect personal data and payment information. The Payment Card Industry Data Security Standard (PCI DSS) is a security standard for organizations that handle credit and debit card information. Please see our privacy policy for more information.
When is my payment going to be debited from my account?
Debit depends on the method of payment you select. For most, your account will be debited at the time your order is placed. Please check with your financial institution for further details.
PRODUCTS
What does “clean beauty” mean?
Glad you’re asking! Please check out each of the product details pages for more information. Any questions or suggestions, please reach out at avecamour@violettefr.com
Does VIOLETTE_FR test on animals?
We are proud to be cruelty free and do not test on animals.
Are your products vegan?
All our products are vegan. This is one of the important pillars of our brand. We are proud to say that all of our product formulations are vegan.
OTHERS
Do you offer gift cards?
Yes! We offer e-gift cards in $25, $50, $75 and $100 for US customers at this time. Please go to our shop collections page to purchase.
I want to suggest new products for the brand to develop. Who do I contact?
Yes! We’d love to hear from you on this. Please do reach out to us at avecamour@violettefr.com
I’d like to work for VIOLETTE_FR! How can I apply?
We would love for you to apply! Please email workwithus@violettefr.com with your resume and a few lines detailing your experience and interests.
How should I contact you for press interviews or partnership opportunities?
Please reach out to marketing@violettefr.com
How do I recover my password for my account if I forget it?
If you forget your password, click on "Forgot your password?" and follow the instructions.
When will products be back in stock?
Sign up to be the first to know by going to the product page and clicking "NOTIFY ME WHEN AVAILABLE"