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Frequently Asked Questions


Can I edit my order?

Please refer to the bottom of your confirmation email "Edit Order". You'll have the option to edit or cancel your order within 1 hour of placing your order.

How long will it take for me to receive my order?

Please allow for 3-5 business days to process your order. 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

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 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, France, UK, Germany, Spain, Austria, Belgium, Italy, Netherlands, Estonia, Finland, Ireland, Latvia, Lithuania, Luxembourg, Portugal, Slovakia, Slovenia.

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! Please reach out to


Where is VIOLETTE_FR available?

VIOLETTE_FR products are available on and select products (Boum-Boum Milk and Frange Puff) at Pharmacie Rambuteau, located at 1 rue Rambuteau, 75004 PARIS.

Shipping Times and Cost

United States: Standard (5-7 business days): $5.95 

For US, standard shipping is free on orders $50 or more.

For international shipping, please see "Where does VIOLETTE_FR Ship".

Where does VIOLETTE_FR ship?

We currently ship to the following countries and offer both standard (DHL) and Fedex International Priority:

Please note, we are experiencing higher than usual delays with DHL.

Standard Shipping (DHL) 


8-12 business days


€11 (5-10 business days) 

Germany, Spain: 

€13 (7-10 business days)

Austria, Belgium, Italy, Netherlands 

€15 (7-11 business days)

Estonia, Finland, Ireland, Latvia, Lithuania, Luxembourg, Portugal, Slovakia, Slovenia

€19 (9-15 business days)


£9 (4-6 business days) 



Express Shipping: (Fedex International Priority) 


€27.50 (1-3 business days)

 Belgium, Germany, Ireland, Italy, Luxembourg, Netherlands

€27.50 (1-3 business days)

 Austria, Cyprus, Finland, Greece, Malta, Portugal, Spain

€30.00 (1-3 business days)


£25 (1-3 business days) 

Stay tuned and let us know where you would like to see us go next!

How long does it take to process my order? When will my order ship?

Please email us at 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 and we’ll be happy to assist you.

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.

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 


What is your return policy?

We accept returns for US customers within 30 days of receipt of the product.

We only accept returns for products that have not been opened and have not been used.

At this time we cannot accept returns for any merchandise. 

Any item that is returned damaged, used, or incomplete will not be refunded or exchanged. For returns, please reach out to

Can I exchange my product?

At this time we do not currently offer exchanges.

How long does it take to process a return?

Returns are addressed on a case by case basis. We try to efficiently address issues surrounding returns as smoothly and diligently as possible. If you have further questions or concerns please reach out to us directly at

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 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.


What forms of payment do you accept?

We accept all standard credit cards (Visa, Mastercard, American Express, ApplePay, and Amazon Pay). 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.


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

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.


Do you offer gift cards?

Not at this time, but you will be one of the first to know when we do if you’re signed up for our newsletter!

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

I’d like to work for VIOLETTE_FR! How can I apply?

We would love for you to apply! Please email 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

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"