FREQUENTLY ASKED QUESTIONS
How long does it take to prepare online orders?
We prepare all internet orders within 48 hours. Our team ensures that each order is carefully processed and ready for dispatch as quickly as possible.
How can I get help choosing a gift online?
Our Perfume Experts will be delighted to help you choose your Les Bains Guerbois product by telephone on +33(0)1 40 29 10 10 from Monday to Saturday, 10am to 6.30pm (Paris time).
Please note that all our perfume orders are shipped with a sample of the perfume(s) ordered so that we can take back and exchange them if your order is not to your liking.
How do I report an order I haven't received?
You can report any problems with your order by sending an e-mail to our Customer Service department at e-boutique@lesbainsguerbois.com. A member of our team will get back to you within 24 hours (working day).
Are all products available online?
All Les Bains Guerbois products are available online (except when out of stock).
How can I modify or cancel my online order?
Contact our Customer Service by telephone on +33 (0)1 40 29 10 10 from Monday to Friday, 10am to 6.30pm (Paris time), or by e-mail at e-boutique@lesbainsguerbois.com, to request the modification or cancellation of your order. Our teams will do their utmost to satisfy you. However, it is possible that the order has already been shipped. If this is the case, it will be necessary to initiate a refund procedure on receipt of the return of your order.
Are there different delivery methods?
We use the Colissimo service to transport your order. Colissimo is a reliable and secure service that ensures fast and efficient delivery of your Les Bains Guerbois products.
I haven't received confirmation of my order, what should I do?
A confirmation e-mail is sent each time an order is confirmed. Remember to update your e-mail and check your spam folder. If, despite these precautions, you have not received a confirmation e-mail, please contact our Customer Service department by e-mail at e-boutique@lesbainsguerbois.com.
How can I get help with my online order?
If you have any problems with your online order, please contact Customer Service by telephone on +33 (0)1 40 29 10 10, Monday to Friday, 10am to 6.30pm (Paris time), or by e-mail at e-boutique@lesbainsguerbois.com.
How do I report an incomplete / damaged / non-compliant order?
You can report any problems with your order by sending an e-mail to our Customer Service department at e-boutique@lesbainsguerbois.com. A member of our team will get back to you within 24 hours (working day).
Is it possible to order by phone?
No. However, our team is available by telephone on +33 (0)1 40 29 10 10 from Monday to Friday, 10am to 6.30pm (Paris time) to guide you through your purchases from the Les Bains Guerbois online boutique.
How can I receive an invoice for my online order?
An invoice for your order is automatically sent to the e-mail address you entered during the purchase process.
How can I modify or cancel my online order?
Contact our Customer Service by telephone on +33 (0)1 40 29 10 10 from Monday to Friday, 10am to 6.30pm (Paris time), or by e-mail at e-boutique@lesbainsguerbois.com, to request the modification or cancellation of your order. Our teams will do their utmost to satisfy you. However, it is possible that the order has already been shipped. If this is the case, it will be necessary to initiate a refund procedure on receipt of the return of your order.
How can I track my order online?
A tracking number will be sent to you by e-mail when your order is dispatched. You can also track your order from your customer area.
What payment methods are available on the site?
We accept payment by American Express, Visa, Mastercard and, depending on your country, payment in 2 or 3 instalments free of charge via the Alma service.
When will my bank account be debited for my purchase?
Your order will be dispatched once we have verified your payment method and received authorization to debit your credit card.
Is it possible to combine several means of payment on one order?
No. You can change your payment method with each order. However, payment facilities have been set up to make it easier for you to shop on our website. Payment in 2 or 3 instalments via the secure Alma solution is available.
Is payment on the site secure?
The security of our customers' bank details is our top priority. All payments on our site are secure.
Why has my payment been refused?
If your payment is refused, your order is automatically cancelled. Please check your payment details. You can also contact your bank to find out why your card is not working.
My country is subject to import taxes and customs duties. Are these charges included in the amount of my order?
Import duties and taxes may apply to international orders. These duties and taxes are beyond our control, as they are set by the customs department of the destination country/site and depend on several factors (country/site of origin of the product purchased, local VAT rate and local taxes). It will be your responsibility to pay these charges at the request of the local authorities.
To which countries can I be delivered?
Andorra
Germany
Austria
Belgium
Bulgaria
Cyprus
Croatia
Denmark
Spain
Estonia
Finland
France
Greece
Hungary
Ireland
Italy
Liechtenstein
Lithuania
Latvia
Luxembourg
Malta
Monaco
Netherlands
Poland
Portugal
Czech Republic
Romania
United Kingdom
San Marino
Slovakia
Slovenia
Sweden
Switzerland
Vatican City
Why isn't delivery available in my country?
Due to customs restrictions, shipping to certain countries is not available on our website at the moment. However, we invite you to consult our Store Locator to find out which points of sale are available in your country.
What are the delivery times?
Orders placed on our website are sent by Colissimo, which guarantees delivery within the following average times: 2 to 5 working days from dispatch for France, 3 to 7 working days for the rest of Europe. Please note that delays may occasionally occur due to circumstances beyond our control, but we will do our utmost to ensure that your order arrives as soon as possible.
How do I arrange delivery to an address other than my home?
When ordering online, you can enter a different delivery address and billing address.
What do I do if I'm not at home at the time of delivery?
If you are unable to be present for the delivery of your order, please contact the carrier with your tracking number to arrange a new delivery date.
How can I track my order online?
A tracking number will be sent to you by e-mail when your order is shipped. You can also track your order from your personal account.
What delivery methods are available?
We use the Colissimo service to transport your order. Colissimo is a reliable and secure service that ensures fast and efficient delivery of your Les Bains Guerbois products.
How can I benefit from free delivery?
Colissimo delivery without option (default when ordering) is free. To obtain it, however, the "delivery with signature" option is proposed at the checkout stage. You will have to pay a surcharge for this option.
Do I need to sign for delivery?
No. A signature is not required for delivery. However, you can choose delivery with signature in your purchase options, at an additional cost to you.
What are the return conditions?
You have a period of 14 calendar days from the date of delivery to exercise your right of retraction and request a refund for the product(s) ordered with which you are not satisfied. Each Eau de Parfum Les Bains Guerbois is delivered with a sample. This allows you to test the product before you decide to purchase it.
Any product that has been opened, damaged, used, marked, modified, or not returned in its original packaging will not be accepted for return.
Please contact our Customer Service at e-boutiques@lesbains-paris.com to exercise your right of withdrawal.
What is the withdrawal period?
You have a period of 14 calendar days from the date of delivery to exercise your right of withdrawal and request a refund for any product(s) ordered with which you are not satisfied.
Are delivery and return costs refundable?
Les Bains Guerbois will reimburse all sums paid (including delivery costs), except for return costs.
Can I receive my refund on a different payment card from the one I used to make the purchase?
For security reasons, we will issue a refund on the same payment method used to make the purchase. You can contact our Customer Service department to exchange your gift if the 14-day cooling-off period is still in effect.
How do I return or exchange an item ordered online?
You have 14 calendar days from the date of delivery to exercise your right of withdrawal and refund. To exercise this right, write to our Customer Service department at e-boutique@lesbainsguerbois.com.
What is the refund period?
Refunds are made using the same method of payment as for the order, within a maximum of thirty (30) days of exercising the right of withdrawal.
Is it possible to return an item purchased from the Les Bains Guerbois online boutique?
Any product purchased from our online boutique can be returned in its original condition to our Paris boutique at 2, rue du Bourg L'abbé 75003.
Can I get a refund for an item I received as a gift?
For security reasons, we will issue a refund on the same payment method used to make the purchase. You can contact our Customer Service department to exchange your gift if the 14-day cooling-off period is still in effect.
Where are my Les Bains Guerbois perfumes made?
Les Bains Guerbois perfumes are designed and produced in France, between the two international perfume capitals of Paris and Grasse.
Why isn't my perfume the same color as my previous perfumes?
Because of their natural raw materials, fragrance colors can vary from one season to the next. However, this variation does not alter the olfactory effects or quality. Our fragrances are subject to rigorous regulatory testing and quality control to ensure consumer safety.
How can I receive perfume samples?
You can order the Les Bains Guerbois Discovery Set, which includes all our Eaux de Parfums in 1.5ml format. The cost of the Discovery Set will be deducted from your next perfume purchase.
How can I best store my Les Bains Guerbois fragrances?
We recommend that you store your perfumes in a temperature-controlled environment, away from light and heat.
How can I find the ingredients of a product?
You can find the list of ingredients on the product page by clicking on "Ingredients".
Are your fragrances cruelty-free?
All our ingredients have been carefully selected and enhanced by Master Perfumers in 100% vegan and cruelty-free formulas.
Why create an account on our website?
Creating an account can simplify your experience on the website Les Bains Guerbois, it allows you to:
- Track your orders in progress
- View your order history
- Manage the processing of your personal data
- Manage your subscription to our newsletter
How do I retrieve a forgotten password?
To retrieve your password, click on "Account" in the top right-hand menu, then on "Forgot your password? You can then enter your e-mail address to receive a message resetting your password.
How can I access my order history?
To access your order history, log in to your account on the Les Bains Guerbois website and consult the "My orders" section.
How do I create an account?
To create your customer account, go to the "Account" section in the top right-hand menu of our website. Click on "Register", fill in the required information and validate. A confirmation e-mail will be sent to the address you provided when you created your account. You can also add the selected products to your basket, then access your basket and click on "Create your account", fill in the required information and validate. A confirmation e-mail will be sent to the address you provided when you created your account.
I can't connect to my account. What should I do?
We invite you to reset your password in the "Account" area by selecting "Forgot your password? If the problem persists, please contact our Customer Service department on +33 (0)1 40 29 10 10 from Monday to Friday, 10am to 6.30pm (Paris time).
How secure is my personal data?
Les Bains Guerbois attaches great importance to protecting your privacy, and the data collected is necessary for order management.
In accordance with current regulations, in particular the RGPD, you have the right to access and rectify your personal data, as well as the right to request its deletion, to object to its processing on legitimate grounds and to obtain its limitation or portability insofar as applicable. You can find out more about our privacy policy and how to exercise your personal data rights on the following pages:
- Privacy Policy
- General Terms and Conditions of Sale
How can I contact Customer Service?
You can contact our Customer Service Department:
- Via the contact form on the lesbainsguerbois.com website
- By e-mail at the following address: e-boutique@lesbainsguerbois.com
- By telephone on +33 (0)1 40 29 10 10 (Monday to Friday, 10am to 6.30pm - Paris time.
Where can I send my mail?
Please send your mail to the following address:
Les Bains Guerbois
7, rue du Bourg l'Abbé
75003 Paris