DELIVERY
Shipping
Orders are shipped on average three times a week. This may be less frequent at certain times, particularly during holidays and sales periods. In all cases, your order will be delivered no later than 30 days after confirmation and payment.
Delivery zones
We deliver to mainland France, including Corsica, and to Belgium.
Delivery methods
- Mondial Relay collection point : delivery in 2 to 5 working days after dispatch. Free delivery on orders over €35 in mainland France.
- Home delivery with DPD : delivery in 2 to 5 working days after dispatch, Monday to Friday excluding public holidays.
- Click & Collect : Your order will be available within 1 business hour of confirmation, at 205 rue Louis Berton, 13290 Aix-en-Provence. This service is free.
Delivery charges depend on the chosen method, the weight, and the order total. They are displayed before you confirm your order. If you are placing multiple orders, we recommend combining them into one.
Delivery address
Please ensure your address is complete and accurate: recipient's name, street number and name, building, access code, and intercom information. If you provide an incorrect address, you may be charged for mail forwarding.
Package not collected
If your parcel is not collected within the timeframe specified by the carrier, it will be returned to us. You can then request:
- a new shipment, at your expense;
- or a refund of your order, excluding the initial delivery charges.
At reception
We recommend that you check the condition of your package upon delivery. If the package is damaged, if an item is missing, or if an item is defective, please contact our customer service department as soon as possible using the contact form , ideally with photos.
RETURNS
Right of withdrawal
You have 15 days from the date of receipt of your order to change your mind, without having to provide a reason.
How to make a return
- Log in to your customer account , go to the "Request a return" section, then select the order and the products concerned.
- Once your request has been validated, pack the products in their original packaging , complete and unused.
- Include a copy of your invoice in the package.
- Send the package within 14 days of your request, using the carrier of your choice, to the following address:
Horizane Santé – Returns Department, 205 rue Louis Berton, 13290 Aix-en-Provence, France
You can also use the withdrawal form , or inform us by any clear statement of your decision to withdraw.
Fees and conditions
- Return shipping costs are your responsibility, unless the product is defective, non-compliant, or the error is ours.
- Keep your proof of postage: the package travels under your responsibility until it is received.
- Damaged, incomplete, used or unlabeled products cannot be returned.
Refund
We will issue your refund within 14 days of receiving your return, or proof of shipment if it arrives sooner. The refund will be issued to the original payment method and will include the initial standard delivery charges.