Frequently Asked Questions (FAQ)
Scalapay allows you to pay for your orders in 3 instalments without charge. You receive your products immediately and pay in 3 equal instalments, with monthly instalments. The first instalment (equal to one third of the total value of the purchase) is debited when your order is shipped. The next 2 instalments will be debited in the following 2 months. Scalapay will inform you a few days before the due date of each instalment by SMS and e-mail.
- 1st payment : Upon shipment of your order
- 2nd payment: 1 month later from the day your order is shipped
- 3rd instalment: 2 months later from the day your order is shipped
Orders placed with Scalapay are only eligible for a refund. Exchanges and gift cards are not available.
For more information, visit the Scalapay FAQ.
1. Place your order on the website and choose the Scalapay payment method. Pay with your Visa, Mastercard or American Express card issued in the country where Scalapay is used (France, Germany, Italy, Belgium);
2. Create your Scalapay account in a few clicks, it's free and instantaneous;
3. Receive your order quickly and pay in 3 monthly instalments free of charge.
Paying by instalments with Scalapay is completely free. You've got it right! You will only pay the amount of your order divided into 3 monthly payments. There is no interest, no surprises!
For example, if you buy care for 90 euros, you will pay 30 euros at the time of purchase, 30 euros after one month and the last 30 euros after two months.
Scalapay will send you payment reminders a few days before the due date of each deposit by SMS and email.
When you wish to pay with Scalapay you must select "Scalapay - 3 times free" as your payment method. You will then be redirected to their interface to provide the necessary information to create your account.
With the Scalapay payment method, your order will be dispatched within 48 hours, from the first payment date, i.e. normally as soon as you check out.
You can use all major credit, debit and some prepaid cards from the Visa, Mastercard and American Express circuits; provided they are issued in France. However, it is not possible to use cards from the Bancomat or Maestro circuits, or to buy with a bank transfer, a SEPA direct debit or with Paypal.
IMPORTANT : Not all card types guarantee the same spending limits, regardless of the balance on the card at the time of purchase.
If you wish to make a return, refund or exchange, please contact us at the following address: [email protected]
We will tell you how to proceed.
No, the subscription cannot be paid in 3x without charge.
With the Scalapay payment method, your order will be dispatched within 48 hours, from the first payment date, i.e. normally as soon as you check out.
The first instalment will be debited immediately at the time of purchase, while the remaining 2 instalments will be debited within 2 months, free of charge.
- First instalment: at the time of purchase
- Second instalment: within 1 month of the day of purchase
- Third and final instalment: within 2 months of the day of purchase
As soon as you have placed your order, you can follow its progress in your"My Account" area under"My Orders".
In addition, oOlution keeps you informed by e-mail each step of the way from the preparation of your order to its dispatch.
If you have chosen home delivery by La Poste, a tracking number is assigned to your package when it is shipped.
This tracking number is indicated in our dispatch confirmation email.
By clicking on the tracking number, you will be redirected to the La Poste shipping site which will give you the location of your package.
If your package has not yet been shipped, we will make the changes you want before shipping by phone or email.
If your package has already been shipped, make a return request by phone at 09 83 71 34 74 (price of a local call) or via our contact page!
You can place an order by calling to this phone number 09 83 71 34 74 from Monday to Friday between 9.30am-12.30pm and 2pm-6pm .
You can pay your order by credit card, Paypal or check.
From the date of receipt of your order or subscription, you have a period of 14 clear days to request an exchange (subject to availability) or refund and return the package received at your expense no later than 14 days after the decision to withdraw. Used cosmetic products cannot be returned or exchanged. Used products are those whose pump has been primed, which is manifested by the rise of the product in the pump leading to a deposit in the nozzle intended for the exit of the product. Returned products must be intact, in their original packaging, without modification or alteration and complete (instructions, packaging, wrapping...).
We ship your order within 1 working day.
Relay point delivery takes 3 to 6 working days (excluding Mondays and weekends) with Mondial Relay . In France, delivery to a relay point costs €3.90 and is free for orders over €39. In Belgium and Luxembourg, delivery to a relay point costs €4.99 and is free for orders over €39.
The average delivery time is 2 to 4 working days with La Poste. Prices are €5.90 for home delivery in France and €7.90 for home delivery in Belgium and Luxembourg. For orders of €59 or more, oOlution offers free shippingto France, Belgium and Luxembourg!
For other destinations, the rates are as follows:
- Germany, Vatican City State, Italy, Spain, United Kingdom: home delivery costs €6. 90 and is free for orders over €120.
- Austria, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, Greece, Hungary, Ireland, Latvia, Lithuania, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Sweden, Norway: home delivery costs €7.90 and is free for orders over €120.
- Switzerland: home delivery costs €10. 90 and is free for orders over €150.
- Other destinations (rest of the world): home delivery costs €11. 90 and is free for orders over €150.
For home delivery of a trial kit, delivery is free in France only, €3.50 in European Union countries and €4.50 for the rest of the world.
For priority, fast delivery (24 to 48 working hours), choose Express Chronopost delivery. It costs €13.40 for orders weighing up to 2 kg for delivery in France only.
You can choose to have your package delivered to a different address.
During the validation of your order, enter another delivery address, you can also add a new address in your customer area, heading"My addresses".
Yes, absolutely! Thanks to our partner Mondial Relay, you can choose the relay point of your choice in France, Belgium and Luxembourg.
Whichever delivery point you choose, Mondial Relay delivery costs €3.90 in France and €4.99 in Belgium and Luxembourg.
We offer free delivery to relay points for purchases over €39.
Yes absolutely, you can choose to visit us at 81 avenue Gabriel Péri - 94170 Le Perreux-sur-Marne and we will welcome you with pleasure!
When you place your order, you will only have to choose the "withdrawal" mode.
We are open from Monday to Friday from 9:30 to 12:30 and from 14:00 to 18:00, but don't hesitate to call us before coming, we can arrange a time :)
At oOlution, we deliver almost anywhere in the world . If delivery of our products is not available in your country, please contact us by e-mail at [email protected]and tell us which country you would like us to deliver to.
We will then contact our carriers to ask them if this is possible and we will keep you informed as soon as possible!
International delivery rates are as follows:
- Belgium and Luxembourg: delivery to a Mondial Relay relay point costs €4.99 and is free from a purchase of €39. Home delivery costs €7.90 and is free for orders over €59.
- Germany, Vatican City State, Italy, Spain, United Kingdom: home delivery costs €6.90 and is free for orders over €120.
- Austria, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, Greece, Hungary, Ireland, Latvia, Lithuania, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Sweden, Norway: home delivery costs €7.90 and is free for orders over €120.
- Switzerland: home delivery costs €10.90 and is free for orders over €150.
- Other destinations (rest of the world): home delivery costs €11. 90 and is free for orders over €150.
Customs charges are specific to each country and depend on the value of your order. Where charges apply, they are payable by you. For a delivery address in metropolitan France, there are no customs charges.
You can create your account by clicking on"My Account" at the top right of the home page.
Enter your email address and choose a password. Click on blemish "I create my account".
Then, you just have to fill in the account creation form with your personal details and click on blemish "I validate".
Don't panic!
Click on the link:"Forgot your password" on the account login page and enter your email address in the window that appears.
You will receive an email to reset your password.
- Go to your subscriber account
- Click on "Manage my subscription"
- Click on "Update payment method".
- Then follow the steps :)
If you encounter a problem, please do not hesitate to contact us by e-mail at [email protected] or by telephone on 09 83 71 34 74
You can cancel your subscription at any time up to the day before it is due for renewal.
Yes :) You can also simply shift your delivery date to suit you better... Everything is possible on your account.
Yes, it is possible to change your delivery address up to the day before renewal. To do so, go to your subscriber account, click on "Manage my subscription" then click on "Update delivery address" and follow the steps :). If you encounter any problems, please do not hesitate to contact us by e-mail at [email protected] or by phone on 09 83 71 34 74
Yes, you can decide to change the product you have subscribed to. To do so, please contact us by e-mail at [email protected] or by phone on 09 83 71 34 74
Yes, you can advance or delay your delivery via your personal space.
You can cancel your subscription or pause it until the day before you want to renew.
Yes, you'll receive an e-mail 5 days before collection.
Call us, if your package is not yet shipped, we will find a solution!
Yes, you can absolutely subscribe to several treatments at the same time or subscribe to a second or third treatment if you already have a current subscription!
You can change the frequency of your subscription from your personal space. It is also possible to postpone your subscription by a few days :)
It's quite possible :) choose the subscription for the product you want, and add to your shopping basket those you only want to buy once.
You will only be subscribed to the product chosen for the subscription.
The subscription is available in mainland France, Belgium and Luxembourg.
By subscribing, you benefit from -10% on your product as well as free shipping on each of your subscribed deliveries. Moreover, to reward you for your loyalty, you will also benefit from regular gifts and exclusive tests of new products ;)
You will be debited on the "monthiversary" date of your subscription, and notified by e-mail 5 days in advance.
Until the day before your renewal, you can add treatments to your renewal to benefit from free shipping :) You can do this in your personal subscriber area. No need to go through the shopping cart, the addition is made automatically and you will be charged at the same time as your subscription renewal! If you have any problems, don't hesitate to contact us by e-mail at [email protected] or by phone on 09 83 71 34 74
The delivery times are the same as those outside of the subscription, i.e. 2-3 working days with La Poste. In case of stockout of a skincare product, our subscribers have priority !
Thanks to the LoOve gift card you can give pleasure for any occasion, making your life easier!
With LoOve, your family, friends and loved ones candiscover the oOlution care they want when they want, with no time limit on use.
When you purchase, you will receive an email with a link to the code of the gift card to offer!
Lucky you received a LoOve! gift card!
To pay for your order with your LoOve card, simply enter the code located on your LoOve card in the "Discount Code" bar at the time of payment, after validating your basket.
You can choose to use your gift card on one or more occasions.
If the amount of your order is greater than the balance of your LoOve gift card, an additional payment can be made by credit card or Paypal.
As a reminder, a LoOve gift card never expires (isn't it said that love is eternal;))
You have ordered a gift card and a skincare product oOlution to treat yourself but even if the amount of your order exceeds 49€, the shipping costs are not free. It is completely normal! The amount of the gift card cannot be added to the price of the products in the calculation of the free shipping costs. This is due to the fact that shipping costs are always free for a gift card. If you wish to order products with a gift card and take advantage of the free shipping costs, you will have to order 49€ of products in addition to the amount chosen for the gift card.
It's very simple ... and everybody wins :)
1 - Go to the sponsorship page
2 - If I'm logged in to my customer area: simply enter my loved one's email address in the dedicated area and click "Next" or share my referral link.
If I'm not logged in to my customer area: enter my email address (the one attached to your oOlution customer account) in the dedicated area, click "Next" then add my loved one's email address and click "Next" again or share my referral link.
3 - Your referral receives a promotional code from you, entitling him or her to a free cream visage of his or her choice (excluding subscriptions)! To take advantage of this offer, simply visit the oolution.com website, select the cream visage of your choice and enter your promotional code at checkout.
4 - As soon as your referral has placed an order, you'll receive 200 points in your loyalty kitty! You can convert these points into rewards, or choose to keep them to accumulate more points and get a bigger reward.
Keeping track of your referrals is easy:
1 - Log in to your customer account here and go to the referral page.
2 - Click on "Your referrals" and view the status of your referrals.
There's no limit - you can sponsor as many people as you like! To do so, use thereferral tool by adding the e-mail addresses of your friends and family, or by sharing your referral link.
For each person you refer, your loved one will receive a free cream face of your choice, and you will receive 200 points when your loved one places an order using your referral offer.
First of all, thank you so much for letting your friends know about us!
Referred friends must place an order for both of you to receive referral rewards. In addition, the referral must be made via thereferral tool or by using your unique referral link (also found on this page).
Points will be added to your account as soon as your friend places his/her first order on our site. You will then receive an e-mail informing you that one of your referrals has made a purchase using your code, and that a reward has been added to your account. You can also check your "Reward History" to see the list of points you've received for your referrals.
Gee, we're sorry to read that. There may be several reasons for this:
In the first case, this may be due to a typing error in one of the e-mail addresses you've entered and/or that you've forgotten to put commas between several e-mail addresses to separate them. To avoid this problem, we recommend that you go back and enter the e-mail addresses one by one, clicking "next" after each one, rather than inserting them all at once.
In the second case, your loved one has already placed an order on our site and therefore does not qualify for the sponsorship offer. In fact, this offer is only valid if the person you are sponsoring has never placed an order on our site.
If you are still experiencing difficulties using the referral emails, we recommend that you use your unique referral link or share the referral via WhatsApp or Messenger in order to receive credit. Don't hesitate to contact us at [email protected] if you need any help!
First of all, thank you so much for letting your friends and family know about us!
If you have referred one or more friends via our old referral program, there are three possible situations:
1 - You have referred a friend, but he or she has not yet placed an order using your referral offer. In this case, you can renew your referral offer through our new program. Go to the refer a friend page.
2 - You have referred a friend and they have placed an order on our site using your refer a friend offer, but you have not yet used your gift voucher. In this case, your gift voucher remains active indefinitely. If you encounter a problem, please do not hesitate to contact us at [email protected]
3 - You have referred a friend, they have placed an order on our site using your referral offer and you have used your gift voucher. In this case, the referral process is complete. Don't hesitate to refer other friends and family through our new referral program!
It couldn't be easier: to join the oOlution loyalty program, simply create a customer account here.
You'll enter one of our statuses (Adventurer, Explorer, Pathfinder, Inspirer) which give you access to loyalty points that you can exchange for discounts or gifts, as well as exclusive benefits!
Each euro spent on the site earns you a minimum of 1 point. You can also earn points by completing missions.
If you already have an account with us, good news: you're already part of the club!
If you have any questions, please contact our customer service department at [email protected].
The oOlution loyalty program only works on our website. We are not yet able to offer it in our partner stores.
Yes, all our customers are eligible for our loyalty program.
All purchases made on the site, including subscription renewals, will be taken into account when calculating loyalty points.
To redeem your loyalty points, you must create a customer account here.
If you have any problems using your discount codes, please contact our customer service department at [email protected].
There are 4 statuses: Adventurer, Explorer, Pathfinder and Inspirer. Each gives access to different benefits (see comparison table above).
Your status is determined by the amount spent on the oOlution site over the last 12 months.
Adventurer status: no expenditure is necessary for this status. It gives you access to missions to earn points.
Explorer status: accessible from €80 spent annually on the oOlution site. It gives you access to missions to earn points, as well as various advantages (see comparison table on the loyalty page).
Éclaireur.se status: accessible from €250 spent annually on the oOlution site. It gives you access to missions to earn points, as well as various advantages (see comparison table on the loyalty page).
Inspirer status: accessible from €400 spent annually on the oOlution site. It gives you access to missions to earn points, as well as various advantages (see comparison table on the loyalty page).
To find out your status, go to your customer area here and find out in the "Loyalty Program" section.
Yes, your status is recalculated every 12 months. If, during the last 12 months, you have not spent the amount associated with your status (e.g. €250 for Pathfinder status), you will be assigned to the status corresponding to your actual expenditure, i.e. :
- Aventurier.ère, if you have spent less than €80 in the last 12 months
- Explorer, if you have spent between €80 and €249 in the last 12 months
- Éclaireur.se, if you have spent between €250 and €399 in the last 12 months
- Inspirer, if you have spent more than €400 in the last 12 months
There are two ways to earn points:
1 - Place an order on our site, and every euro you spend earns you a minimum of 1 point (depending on your status).
2 - Validate one or more missions on the loyalty page
You can check your available points directly in your customer area herein the "Loyalty Program" section.
You can also view your benefits and redeem your points for discounts and gifts.
Yes, your points are valid for one year.
We are launching this loyalty program in February 2024. To thank you for your past loyalty, we have credited you with points corresponding to orders placed during the last 13 months, since January 1, 2023.
No, it is not possible to merge points. If you have any queries, please do not hesitate to contact our customer service department at [email protected].
For purchases: access your customer area here and check that your purchase appears in the "Orders" tab. If it does not appear in your order history, you have not placed an order on the site by communicating the correct e-mail address... Contact our customer service department at [email protected] so that we can adjust your points.
As part of a loyalty program: access your customer area here in the "Loyalty program" section and click on the "Rewards history" button. If the mission does not appear, it has not been validated. If in doubt, contact our customer service department at [email protected].
For your information, the "Consignment" mission must be verified by us before being validated. You will receive a confirmation or rejection email following our verification.
If you decide to return or cancel your entire order, your points will automatically be cancelled.
If you decide to return or cancel part of your order, points will be deducted from the items concerned. Points will be credited to the items you kept.
No, there's no limit! You'll always have the chance to earn points by placing an order on our site or by validating the loyalty program missions.
Once you have created your customer account hereyou can view your available points in your customer area. You can then redeem them for discounts or gifts. Select the desired reward and click on "I convert my points", a promotional code will be assigned to you. All you have to do is go to the site and use your promotional code.
If you choose to convert your points into a free product, you can enjoy the free product by following these steps:
- go to the site and add the product in question to your basket (for example, add Lip Top lip balm to your basket if you convert your 100 points into a free Lip Top lip balm).
- add your promotional code at checkout
- your treatment is free!
Only promotional codes offering delivery can be combined with loyalty promotional codes. Promotional codes offering a discount on the order or on a product cannot be combined with loyalty promotional codes.
All birthday discounts will be communicated to you by e-mail on the day. If you register your birthday on your account at any time after the anniversary date of the current calendar year, the discount will not be communicated to you until the day of your birthday in the following year.
Don't forget that the birthday offer is determined by your VIP status on your birthday. If it's been more than 30 days since you registered and you still haven't received your birthday gift, please contact us at [email protected] and we'll be happy to help!
For each order received, you will receive a T envelope ready to be mailed.
This envelope you can fill it with your empty oOlution products and send it to us :)
Once they arrive at our premises, we sort them, recycle what cannot be reused and send what can be reused for cleaning, disinfecting and refilling. The whole process is subject to quality control so that the containers are as good as new :)
The deposit allows bottles and tubes to have a new life :)
oOlution has an agreement with CM2C, the Center for Consumer Mediation of Justice Conciliators(CM2C). In case of dispute with oOlution, the CM2C will provide the consumer with a mediator who will help you to resolve your dispute amicably.