Frequently Asked Questions
01. Delivery
What are the delivery times?
We prepare your order within 24 hours (business days).
The average/normal delivery time is 2 to 4 business days with La Poste.
Normally, in mainland France, Colissimo orders are delivered within 4 to 5 business days. For delivery to a relay point, allow 5 business days. Finally, Chronopost express delivery guarantees delivery within 48 hours if your order is placed before 1 pm. We will keep you informed of developments! Find delivery times by country and shipping method on this page.
What are the available delivery rates and methods?
We provide deliveries via Mondial Relay, Colissimo, and Chronopost. All information on our rates and delivery methods is available on this page.
Do you deliver internationally?
The list and delivery rates for the countries we deliver to are available on this page. .
For countries outside the European Union, customs fees may apply. These are your responsibility and will be requested by the country's customs office upon delivery of your package.
02. Products
Where are your products manufactured?
All our products are made in France. We control their design from A to Z, from formulation to marketing. Our products are formulated in-house and manufactured in our facilities in La Bastide Clairence.
Are your products natural and organic?
Our products are % Natural. Some of our products do not carry the label, such as the Damask rose velvet makeup remover. Rest assured, there is nothing dangerous about its use; we simply chose to keep urea as an ingredient. Urea is a substance our body naturally secretes, but we don't yet know how to extract it "naturally."
Where can I find the INCI list of your ingredients?
You can find the detailed INCI list of all our treatments on their product page, in the "Ingredients" section.
Are your products tested on animals?
It's important to know that since 2013, it has been prohibited in Europe to test finished products as well as their ingredients on animals. Thus, when a brand states that its products are not tested on animals, these are misleading claims that encourage consumers to believe that other brands still conduct these now-prohibited tests.
To sell in China, however, it is mandatory to test products on animals...
As for us, at Kosmorebi, we only sell our products within the European Union. Ecology is important to us, and we do not wish to sell abroad. We prioritize short supply chains and seek to work as much as possible with French or European suppliers.
03. Account
How can I place an order?
- Step 1: Select your item on our site by indicating the chosen quantity. Then click on the "Add to cart" button. At this stage, you have the choice between finalizing your order or continuing your order.
- Step 2: After selecting and adding your items to the cart, validate the cart.
- Step 3: Log in (if you already have an account) or create an account.
- Step 54: Select your delivery method and delivery address
- Step 5: Proceed to payment for your order; you will receive an order confirmation email.
I forgot my password, what should I do?
You can retrieve your password by clicking here: reset your password
Enter your email address. You will receive your password shortly.
How can I modify my account information?
Do you want to change your delivery address, phone number, or email address? Enter this new information in "My account" of your customer area by clicking here = My account
Is it possible not to include the invoice with my order (e.g., for a gift)?
Of course! You just need to provide a billing address different from the delivery address.
If you didn't pay attention to this during the ordering process, you can email us (within 2 hours of placing the order) here: contact@innovescence.com
I lost my invoice, can I reprint it?
Simply log in to your account, go to the "my orders" section, and then choose the invoice you are interested in!
04. Returns and refunds
I have a problem with my order, what should I do?
You can reach our team by writing to contact@innovescence.com . Our team will respond to you within 24 hours (business days).
I've changed my mind and want to return my order, how do I do that?
Returns are accepted, provided that your withdrawal request is made within 14 days from the delivery date. Return shipping costs will be at your expense.
For returns and refunds to proceed in the best conditions, please strictly follow the procedure (otherwise, we reserve the right to refuse the refund):
- Write to us at contact@innovescence.com with your order number to inform us of your withdrawal request.
- Ensure that all products are in their original packaging, unused, and in perfect condition. Any product that has been opened or damaged will not be refunded.
- Please include the relevant order number, as well as your first and last name, in your package with the product(s) in question.
- Return the package to the following address:
Innovescence
Espace Entreprise Aldatu, Rue Léon Larregain,
64240 Hasparren
Please choose a shipping method with a tracking number. Without a tracking number, we will not accept any claims regarding lost packages.
The refund will be issued upon receipt and verification of your package.
My package was damaged, what should I do?
Damaged package
- Procedure to follow:
When a package arrives damaged, it is advisable to refuse it and indicate your reasons for refusal on the delivery note, or failing that, on the invoice (the simple mention "with reservations" is insufficient).
- If you have accepted the package:
- Take a photo of the package (this can help us!)
- Do not open it.
- Write to us here: contact@innovescence.com
- Follow the instructions we send you.
Damaged contents
- Write to us here: contact@innovescence.com
- Follow the instructions we send you.
