frequently asked Questions

Frequently asked questions



Who is behind Care and Nature?

At Soin et Nature, we work exclusively in-house . All our teams are grouped together in the Mailloles pharmacy in Perpignan, a constant work of understanding and coordination.


  • The Comptoir team : a pharmacist, Sébastien, three trainers, Carole, Sofia and Noémie and a dermocosmetic consultant, Catherine, who welcome, advise and serve our customers in the pharmacy.
  • The Web team : Marie and Célia, our two naturopaths and Khadija, who write all the product sheets of the site and Care Nature and blog posts. Emmanuel and Cyril are responsible for optimizing the product sheets, animating social networks, visual creations ...
  • The reception team , made up of Fanny and Yohan, they are in charge of receiving and receiving the parcels of the carriers
  • The Picking team : made up of Florine, Catherine and Mary, they are the ones who prepare and check your orders.
  • The Shipping team : Alae, Yohann and Jean-Philippe are responsible for packing and transmitting to the carrier of your package.
  • Our preparator Roxane: she makes custom preparations in laboratories
  • The after-sales service (SAV) currently has six operators listening to you: Camille, Jessica, Marjorie, Aurore, Cécile and Céline who will be able to inform you about the progress of delivery of your parcel or for a request for advices.
  • Our pharmacist in charge of purchasing Élisabeth: in direct relation with sales representatives, she negotiates the best rates, the best delivery times ...
  • Two apprentices in pharmacy : Ema and Joel
  • One pharmacist managing : Arnaud


Are you allowed to sell drugs online?

Our site is authorized by the ARS (Regional Agency of Health) Languedoc Roussillon to deliver drugs on Internet and also to carry out the activity of subcontracting of the pharmaceutical preparations. This authorization guarantees the quality of our service and our products. We respect all the rules defined by the law governing the online sale of medicines.


Is it risky to order drugs on the internet?

To order drugs safely on the internet, it is necessary to apply to a duly authorized French pharmacy . This will guarantee the origin and quality of the products. Off the official circuit, buying on the internet can be extremely dangerous, because the World Health Organization (WHO) estimates that 50% of remedies sold on the net are counterfeit.


Is it possible to buy prescription drugs?

No , the law prohibits the sale of prescription drugs over the internet. In order to obtain this type of products, you must go to a pharmacy with your prescription. If a website offers you prescription remedies, this is an illegal site! It does not meet the safety criteria defined by law. You also take a very important risk to your health from buying a counterfeit medicine. Indeed, counterfeit medicines sold on the net can be overdosed, underdosed, without active ingredients or contain elements dangerous to your health.


What are the means and delivery costs?

Several means of delivery are at your disposal: relay point, home with or without signature, at your place of work, by appointment, express ... To know all the possibilities and shipping costs, go to our " Shipping " page.


What are the means of payment?

You can pay your purchases by credit card (Visa, MasterCard, Credit Card), by PayPal, by transfer, or by check. For more information, visit our " Payment methods ."


The orders

How to order ?

Browse the site thanks to the various drop-down menus and the search engine. When you find a product you want to order, add it to the cart and choose the desired quantity.
If you want other products, go back to the shop, otherwise click on "finalize my order".
If you are already a customer, enter your customer data, otherwise fill out the form and validate.
Choose a payment method.
After the creation of the order, you will receive an order confirmation email.


How to use a discount code

On the "Shopping Cart" page, in "Order Summary", simply enter your code in the "Enter a discount code" box . The new total is automatically displayed.


Why did not I receive an order confirmation email?

Each step of an order is subject to sending an e-mail message. So you are informed of the status of your order in real time. If you do not receive these emails, check the email address registered on your account, as well as the antispam settings of your email software. If you still do not receive anything, do not hesitate to contact our customer service.


The customer account

How to create a customer account?

  • Hover over "My Account" and click on "Create Account"
  • Enter your email address
  • Fill in the form
  • All you have to do is login and enjoy your account.


How to print my bill?

  1. Click on "My account" then "History and details of my orders"
  2. Click on the reference of the order for which you want the invoice
  3. Click on "View Order"
  4. Finally click on "View the order in PDF"


What if I forgot my password?

  1. Click on "My account"
  2. Click on "Forgotten password"
  3. Enter your email address
  4. Finally click on the link in the email to create a new one


How can I update my personal information ?

  1. Log in to your customer account
  2. Click on "My personal information"
  3. Enter the necessary changes
  4. Finally click on "Save"


The delivery

Delivery time

Orders are processed within 48 hours after receipt. Packages are shipped by the carrier who was selected at the time of purchase. Delivery times vary according to the latter and the place of delivery, we invite you to go to the page " Where is my order? To learn more.

When, in the same order, several products have different deadlines, then the furthest delivery date prevails . It is the latter which is indicated during the confirmation of the order. In case of specific preparation, the delivery deadline is specified to the user.


Sold out

In case of momentary stock-out of a product less than 7 days, soin-et-nature.com reserves the right to postpone the shipment of the parcel within the limit of this period. If the shortage of the goods differs the shipment of the product of 7 days or more, the customer will be contacted, by telephone or by mail, and will be proposed the cancellation of the order or the delivery of this one within an agreed time, or an equivalent product.

In the case where the order is made in metropolitan France, that it is of an amount equal to or greater than 150 €, that it contains several products, including one in rupture, a first package will be shipped immediately with the products available to the customer's request. The broken product will then be subject to a second shipment as soon as it is available. The customer will then settle only one delivery.

In case of final exhaustion of a product, the customer will be offered a credit, or the refund of the product.

If the customer wants 2 places of delivery, he places 2 orders, with related delivery costs.

Care and Nature is relieved of its obligation to deliver in case of force majeure such as riots, strikes, accidents and any impossibility of being supplied. The customer must always check his parcel on arrival. In case of doubt about the condition of the goods, it is up to the customer to make reservations when it is received. No compensation can be made in the absence of a reservation.


Parcel tracking

Upon shipment of your order, we send you an email with the shipping number of your package, just click on the package number. You can also login to Your Account and click on "My Orders". To view the details of an order, simply click on "View" in front of the order and then on "Shipping" to track your package.


Cancellation, retraction, and tracking of parcels

How to cancel my order?

  • If you have not paid for your purchase, it will not be taken into account and prepared by us.
  • If the order has been paid, please contact the Care and Nature Customer Service to report your cancellation by email . Please specify the number of your order. The mails are read and processed within 24 to 48 hours. For urgent requests, please contact the service department by telephone on +33 (0)4 68 54 62 31 . (Monday to Friday, 9 am to 12:30 am)
  • If you decide to cancel your order before receiving your package, do not accept delivery of the package. It will be returned directly to us. We will make a refund equivalent to the amount of the order, to which we will subtract the shipping costs, which are your responsibility. The refund will be made within 30 days after receipt of the return package.
  • If you decide to cancel your order after receipt of your package, you have a period of 14 days to return a product. To do this, simply fill out the withdrawal form, available in the "My Account" options, and send it to us by registered letter. Do not forget to check the eligibility of your product by reading article 19 of the Gerneral Terms and Conditions of Sale.

We will make 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. The products must not be damaged and sealed. Shipping costs are your responsibility (unless error on the part of Care and Nature). The refund will be made within 30 days after receipt of the return package.


What if one of the products I received does not comply with my order?

Please contact the Care and Nature Customer Service to inform them of your problem by phone or email . Remember to include your No. control. Your file will be processed as soon as possible.

We will keep you informed by email of the decision that has been made and the procedure to follow in case of error.


What if I still have not received my package when it has been shipped for more than 48 hours?

Contact by email our customer service stating your controller n o.


What if one or more products in my order are damaged?

Contact by email our customer service stating your controller n o.