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| My Account | My Order | My Payment | My Delivery |
The creation of an account is necessary to place an order on the www.soin-et-nature.com website, so that our team can associate your customer account with orders placed on the online store.
The account is characterized by an identifier (email) and a password. These 2 pieces of information enable you to authenticate yourself on the online store and access all your orders and contact details.
If you lose your password at any time, you can request a new one by logging into your customer area.
You can use the contact form to tell us your full name, date of birth, address and telephone number, and we'll create your customer account.
By creating several addresses, you can select a billing address that is different from the delivery address.
Whether you are ordering from your vacation destination or for a third party, you can have the parcel sent to an address other than your billing address.
In order to ensure the smooth operation of your customer area, you are required to provide us with certain mandatory information. These are: your title, your first and last name, your date of birth, your postal address, your telephone number, your e-mail address and a password.
The date of birth is compulsory, as we are unable to dispense medicines to people under 16.
The cell phone number is not compulsory, but enables our carrier to inform you by SMS of the progress of your order.
There are several possible reasons:
As required by law, we are unable to provide an invoice for internet purchases.
However, an invoice for your purchases will be available in your order history.
Please note that modifications made in the customer account cannot be taken into account for an order that has already been validated.
In your "My Account" area, after entering your e-mail address and password, click on "Loyalty points and vouchers".
Your points balance will appear, and you can enter the number of points you wish to redeem.
Once the loyalty voucher has been created, it will appear in the "List of your loyalty discount vouchers and refund coupons".
To order on our site, start by browsing through the different categories or use the search engine to find the products you want. When you find an item that interests you, select the quantity you require and add it to your basket.
If you wish to purchase further products, return to the store, otherwise click on "validate my basket".
If you're already a customer, enter your login details, otherwise fill in the form and confirm.
Select the desired delivery method.
Choose a payment method.
Once your order has been created, you will receive an order confirmation email, and your order will appear in your customer account under "Order history".
If you are logged in to your customer account, your basket will remain saved.
You'll find it again the next time you log in.
If you are not logged in or if you don't have an account, your basket will be lost when you exit the browser.
Individuals must pay VAT if deliveries are made within the European Economic Area.
Orders delivered to Switzerland and to destinations outside the European Economic Area are exempt from VAT.
Companies with an intra-Community VAT number are also exempt from VAT.
Any order placed on www.soin-et-nature.com and delivered outside the European Union may be subject to taxes and customs duties, which are levied when the package reaches the delivery address.
You are responsible for paying any customs duties and taxes that may apply to the delivery of an item.
We are not responsible for checking and informing you of applicable customs duties and taxes.
We recommend that you contact the relevant authorities in your country to find out what they are.
Please note that customs clearance may delay delivery of your order.
On the "Your basket" page, under the order summary, you'll see the "Loyalty coupons - Discount or refund coupons" box.
Simply click on "Apply to basket".
The new total is displayed automatically.
An e-mail is sent at each stage of an order. This keeps you informed of the status of your order in real time.
If you don't receive these e-mails, check the e-mail address registered on your account, as well as your e-mail software's anti-spam settings.
Check that the order appears in your order history and that payment has been received.
If you still haven't received anything, please contact our customer service department.
If you wish to renew an order already placed on the site:
If the order has not yet been marked as shipped, you must contact customer service as soon as possible. Once your order has been validated, you will no longer be able to modify it in your customer account.
If the order has not yet been shipped, Customer Service will be able to make the change.
Once an order has been shipped, it is no longer possible to modify it.
Orders are processed within 48 hours of receipt.
Packages are shipped by the carrier selected at the time of purchase. Delivery times vary according to the carrier and the place of delivery, and are given as an indication based on average delivery times.
We invite you to visit the "Order status" page to find out more.
When several products in the same order have different delivery times,the latest delivery date takes precedence. This will be indicated on the order confirmation.
Order dispatch time is the time it takes to prepare your order.
The delivery time is the time it takes for the parcel to be delivered by the carrier once it has been dispatched.
On the site, immediately available products are marked "in stock" in green, and "dispatched within 5 to 7 working days" in orange for products that are not in stock but require restocking.
This also appears in the shopping basket before payment.
An email confirming this lead time is then sent when the order is validated.
In the event of a product being out of stock for less than 7 days, soin-et-nature.com reserves the right to defer dispatch of the parcel within this period.
If the product is out of stock for 7 days or more, the customer will be contacted by telephone or e-mail and offered an equivalent product, delivery of the order within an agreed time or cancellation of the order.
If a product is permanently out of stock, the customer will be offered a credit note or a refund.
As soon as your order has been dispatched, we will send you an e-mail with a tracking link so that you can follow your shipment on the carrier's website.
You can also retrieve your tracking number at any time by logging into your customer account:
We will issue a refund equivalent to the amount of the order, subject to receipt of your products in perfect condition, in their original packaging, with instructions for use and any accessories. Products must be undamaged and hermetically sealed. You are responsible for shipping costs (unless Soin et Nature makes an error). Reimbursement will be made within 30 days of receipt of the return package.
Contact Customer Service by telephone on +33 (0)4 68 54 62 31 or via the contact form, quoting your order number and adding photos of the non-compliant product.
Your request will be processed rapidly, and you will be informed by email of the steps to follow.
Contact our customer service department by email using our contact form, specifying your ordernumber.
At the time of delivery, you can refuse your parcel with the carrier. You should also contact customer service on 04 68 54 62 31 (price of a local call) or by e-mail from the contact form.
If the parcel has been accepted, contact Customer Service by telephone on +33 (0)4 68 54 62 31 or via the contact form, quoting your order number and adding photos of the damaged products, the parcel and the shipping label on the parcel. Your request will be processed rapidly, and you will be informed by e-mail of the steps to follow.
You can pay by credit card (Visa, MasterCard, Carte Bleue), PayPal, Via Mooney (Sisal), bank transfer in euros (SEPA only) or cheque (only for orders delivered in France).
For more information, see our "Payment methods" page.
First, try placing the order again.
You can retrieve the order pending payment from your customer account's order history and click on "pay" to complete payment.
Sometimes, an internet connection problem can cause a transaction to fail.
If the payment is still refused, contact your bank to find out why.
You can place another order and choose another payment method if you wish.
The order validated by the customer will only be considered effective once the bank payment centers concerned have given their approval. In the event of refusal, the order will be automatically cancelled.
If you suspect a computer problem when placing your order, our After-Sales Service is available to assist you. You can contact us Monday to Friday from 9am to 12.30pm on +33 4 68 54 62 31.
Payments on the site are made in Euros and Bitcoins only.
Other currencies are indicated to give an idea of the cost in your currency.
Below these amounts, shipping costs depend on the weight of the parcel. You will find details of shipping costs on the dedicated page of the site.
If you have any questions about tracking your parcel or the status of your order, please consult our Track my parcel information page.
At Soin et Nature, we offer a variety of delivery options to best suit your needs.
Whether you prefer to receive your products at a relay point, directly to your home, with or without a signature, or even to your workplace, we have a solution to suit every situation.
To find out more about our delivery options and prices, please visit our dedicated page.
At Soin et Nature, we are committed to dispatching your orders quickly, ensuring that everything is sent within 24 to 48 hours, provided that all items ordered are in stock.
Our customers benefit from a range of reliable and efficient choices for the delivery of their orders, thanks to our trusted partners: Colissimo, Delivengo and PrépaSecure.
Once a parcel leaves France, it is handled by the postal service of the destination country, ensuring continuity of delivery service and guaranteeing that your order reaches you, wherever you are in the world.
If the order has not yet been marked as dispatched, you should contact customer service as soon as possible, as once it has been validated, you will no longer be able to modify it in your customer account.
If the order has not yet been dispatched, customer service will be able to make the change.
Once an order has been shipped, it is no longer possible to modify the delivery address.
If you have selected delivery without a signature, and the size of the parcel allows it, it will be left in a letterbox.
If the delivery selected is a delivery against signature or if the parcel cannot be placed in a letterbox, the carrier will leave your parcel at a collection point or post office.
You will then be able to collect it within 7 days by presenting your ID and the parcel tracking number.
Your parcel will be available for 7 days in a Pickup relay and 3 days in a Pickup Station.
You have the option of refusing your parcel when you receive it from the carrier.
You can also contact our customer service department on 04 68 54 62 31 (price of a local call).
At Soin et Nature, we work exclusively in-house. All our teams are grouped together within the Mailloles pharmacy in Perpignan, a constant work of understanding and coordination.
The Counter Team: Comprising four pharmacists and four pharmacy assistants, as well as two dermocosmetics consultants, this team is the face of our pharmacy. They welcome, advise and serve our customers with professionalism and care.
The Web Team: This digital team includes two naturopaths, two webmasters, and a compounding pharmacist, combining natural health expertise and technological skills to maintain our dynamic and informative online presence.
The Goods Receiving Department: Essential to our supply chain, this department is managed by a dedicated receptionist, ensuring that incoming goods are organized and managed efficiently.
Picking Team: A team of three is responsible for carefully assembling the products in each order, ensuring that each item selected meets our high quality standards.
The Shipping Team: Three dedicated employees are responsible for the meticulous packaging of orders and their transmission to carriers, ensuring that each parcel arrives safely at its destination.
Our Laboratory Preparer: Dedicated to the creation of customized preparations, she combines expertise and attention to detail in each of her formulations.
After-Sales Service: Three pharmacy assistants make up this attentive team, ready to answer any questions you may have about the delivery of your parcel or for specialized advice.
Our Purchasing Manager Pharmacist: In direct contact with suppliers, she carefully negotiates to obtain the best rates and delivery times, guaranteeing our customers quality products at the best price.
Pharmacist Manager: At the heart of our establishment, he coordinates and supervises all these teams, ensuring the smooth overall running of our pharmacy and services.
Pharmacie de Mailloles
124 Avenue Victor Dalbiez
66000 Perpignan
France
Our pharmacy is authorized by the ARS (Agence Régionale de Santé) Languedoc Roussillon to dispense medicines over the Internet and also to subcontract pharmaceutical preparations. This authorization guarantees the quality of our service and products. We comply with all the rules defined by law governing the online sale of medicines.
To order medicines safely over the Internet, you need to contact a duly authorized French pharmacy. This will guarantee the origin and quality of your products. Outside the official circuit, buying over the Internet can be extremely dangerous, as the World Health Organization (WHO) estimates that 50% of the remedies sold over the Internet are counterfeit.
Medicines come from the French marketing circuit and can only be distributed by French pharmacies.
Medicines are authorized by the Agence Nationale de Sécurité du Médicament.
No, the law prohibits the sale of prescription drugs over the Internet. To obtain this type of product, you need to go to a pharmacy with your prescription. If a website offers you prescription drugs, it's illegal! It does not meet the safety criteria defined by law. Buying a counterfeit remedy is also a very serious health risk. Counterfeit medicines sold on the Internet may be overdosed, underdosed, lack active ingredients or contain elements that are hazardous to your health.
At Soin et Nature we offer a variety of delivery options to best suit your needs. Whether you prefer to receive your products at a relay point, directly to your home, with or without a signature, or even at your place of work, we have a solution to suit every situation. To find out about all our delivery options and the corresponding rates, we encourage you to consult our dedicated page. To find out more about our delivery options and rates, please visit our dedicated page "Shipping costs".
You can contact us by phone at +33468546231 from 9:00 to 12:30 Monday to Friday, or via our contact form.
It may be that the product is not in our range.
If this is the case, please contact us and we'll see if we can add the product to our catalog, or direct you to an equivalent product.
There are globule doses made up of 200 globules and granule tubes made up of 80 granules.
A dose globule is a homeopathic format designed to be taken in a single dose.
Tubes of granules are intended for multiple doses, and are fitted with a measuring cap. On our website, we sell both formats.
The 200CH dilution is not offered by homeopathic laboratories in France. We are unable to obtain it.
Vaccine isotherapies are not combined and must therefore be ordered separately.
To order the isotherapies you need for your vaccines, you can use this link.
Simply select the pharmaceutical form, the desired dilution and enter the name of the vaccine to be prepared from the list of available vaccines.
Not all homeopathic strains are created on the site.
Some are magistral preparations and require the use of customizable product sheets.
Please do not hesitate to contact customer service via the contact form to enquire about the availability of products you cannot find on the site.
They will then be able to guide you in ordering the desired product if it is available.
You can request a quote by sending the compounding formula to customer service via the contact form.
Once the compounding laboratory has produced the estimate, it will be sent to you by email.
If you are happy with it, you can return it with the words "quote no... good for approval".
Customer service will then add the requested preparation to your basket.
Medicines are limited according to the legal exemption dose.
Orders are also limited in weight and volume to meet carrier requirements.
Scroll down the site page.
At the bottom is the default language.
Move your mouse over the language to open a drop-down menu containing all available languages.
You can then click on the desired language.
There is a referral program on the site.
Here's a link to the terms and conditions of the referral program.
Our loyalty points program is simple.
When you shop at soin-et-nature.com, you earn points for every euro you spend.
Once you've earned your loyalty points, you can use them to pay for future purchases.
All products with the status of medicines are excluded from the loyalty program, in accordance with the provisions of the decree of June 20, 2013 relating to good practice in the electronic dispensing of medicines.
Here is the link to the terms and conditions of the loyalty program.
A mandatory field on your form has not been filled in, or the "I have read the package insert for each drug" box has not been checked.
You can report an adverse reaction at any time by filling in a form on the Ministry of Health and Solidarity website.
