I want to modify my order, add or delete a product, how do I do it?
You can send your order modification request, specifying the product and quantity via the contact form (Entry error in my order) or by writing to contact@stimium.com . Orders are processed in real time, it is possible that it will already be sent in preparation when we read your message. Therefore, we cannot guarantee that the change will be taken into account but we will do our best to accommodate your request.
I accepted a package with one or more products damaged, what should I do?
Write to us at contact@stimium.com by sending us the following elements:
- Photo of the box.
- Photo of the shipping label affixed to the package box.
- Photo of damaged products.
The delivery person or the relay point wants to give me a damaged package, what should I do?
All packages must be opened by the person who made the purchase or their beneficiary, at the place of receipt in order to check the good condition of the contents in front of the receptionist. In the event of an anomaly observed or partial or complete deterioration of one or more products, we advise you to refuse the package in its entirety.
My order arrived incomplete, what should I do?
Write to us at contact@stimium.com indicating the missing product and send us the following:
- Photo of the box.
- Photo of the shipping label affixed to the package box.
- Photo of the order received.
- Photo of an identity document (license, passport, identity card).
How to track my order ?
When your order is shipped, you will receive an email telling you the tracking number for your package. If you have not received this email, it is probably in your spam folder.
You can also track the status of your order on your Stimium account. Log in to your customer account in the “History and details of my orders” section then on the line of your order click on “Details” you will find your tracking link on this page. If, despite all our efforts, you have not found an answer, you can contact our customer service, either through the contact form on the site or through our WhatsApp application.
The delivery of my package is taking a long time, what should I do?
You can contact us directly via the contact form available in the Contact us section or by whatsapp. You can also contact the carrier directly via your tracking link if the package has been delivered to them.
My order has been returned to sender, what should I do?
You can contact us directly via the contact form available in the Contact us section, don't forget to tell us your order reference as well as your contact details. You can also contact us by whatsapp.
I went to the relay point but my package is not there.
You have 15 days to collect your package from a relay point, it is then returned to our warehouses.
Make sure the name on the order is the same as the name you give to collect your package. Please note, returning a package that is not collected on time may result in additional costs related to the re-delivery of the package.
What are the delivery times ?
Once payment is confirmed, your orders are usually shipped the next day. For mainland France, the delivery time is approximately 1 to 3 working days at home, 24 to 48 hours by Express and 3 to 5 working days at a relay point.
We decline all responsibility for the extension of delivery times caused by the carrier, particularly in the event of loss of products, strike, attack, natural disaster or pandemic.
How do I obtain an invoice for my order?
Log in to your Customer Account in the “Order History” section. You will find all your orders at Stimium, simply click on PDF in the “Invoice” column to download it.
Where do you deliver?
We ship your orders as quickly as possible throughout the European Union and almost throughout the world. Shipping costs are applied based on the weight and country of destination of the package.
What are the shipping rates for my order?
1-DELIVERY FRANCE:
3 options:
1.1. Mondial Relay
1.2. Chronoshop2shop
1.3 Colissimo (including Corsica)
Prices mainly depend on the weight and volume of the products.
2.Delivery to Europe:
1.COLISSIMO EUROPE
Zone 1: Germany, Belgium, Netherlands, Luxembourg, Switzerland
Zone 2: Austria, United Kingdom, Spain (excluding specific territories), Portugal (excluding specific territories), Ireland, Italy
Zone 3: Estonia, Hungary, Latvia, Lithuania, Czech Republic, Slovakia, Slovenia, Switzerland, Denmark, Poland, Sweden
Zone 4: Specific territories of Spain (Balearic Islands, Canary Islands, Ceuta, Melilla), Bulgaria, Cyprus, Croatia, Finland, Greece, Iceland, Malta, Norway, Romania
|
|
Area 1
|
Area 2
|
Area 3
|
Area 4
|
|
0.50kg
|
10.50€
|
12.50€
|
14.50€
|
16.10€
|
|
1kg
|
13.20€
|
15.10€
|
16.20€
|
19.10€
|
|
2kg
|
13.50€
|
16.50€
|
17.70€
|
20.60€
|
|
3kg
|
14.60€
|
17.30€
|
18.90€
|
22.30€
|
|
4kg
|
15.30€
|
18.10€
|
20.50€
|
24.50€
|
|
5kg
|
16.10€
|
18.90€
|
22.10€
|
30.80€
|
|
6kg
|
16.80€
|
19.70€
|
27.90€
|
32.20€
|
|
7kg
|
17.50€
|
20.50€
|
29.30€
|
37.1€
|
|
8kg
|
18.20€
|
21.20€
|
30.60€
|
41€
|
|
9kg
|
18.90€
|
21.90€
|
31.90€
|
43.50€
|
|
10kg
|
19.60€
|
22.70€
|
34.20€
|
44.20€
|
2.MONDIAL RELAY
Belgium & Luxembourg: €6.90 up to 3kgs / €9 from 3 to 5kgs / €10.3 from 5 to 7kgs / €12.5 from 7 to 10kgs
Spain (excluding Balearic Islands +1.50€): 11€ up to 3kgs / 14€ from 3 to 5kgs / 17€ from 5 to 7kg / 20€ from 7 to 10kgs
3. Worldwide Delivery: COLISSIMO
Zone 1: Canada, Australia, China, Japan, Hong Kong, Singapore, South Korea, Thailand, Taiwan, VietNam, India, Russia, Israel, India
Zone 2: Africa (excluding the Maghreb), Middle East, Americas (excluding the United States and Canada), other Asian countries, Oceania (excluding Australia).
|
|
Area 1
|
Area 2
|
|
0.50kg
|
24.50€
|
29.80€
|
|
1kg
|
28.90€
|
34.30€
|
|
2kg
|
32.20€
|
45.70€
|
|
3kg
|
34.10€
|
57.20€
|
|
4kg
|
44.30€
|
67.60€
|
|
5kg
|
53.60€
|
78.10€
|
-
Overseas Delivery - COLISSIMO
Zone 1: GUADELOUPE, SAINT MARTIN, SAINT BARTHELEMY, MARTINIQUE, GUYANA, REUNION, SAINT PIERRE ET MIQUELON, MAYOTE
Zone 2: NEW CALEDONIA, FRENCH POLYNESIA, WALLIS AND FUTUNA ISLANDS, FRENCH SOUTHERN LANDS AND ANTARTICA
|
|
Area 1
|
Area 2
|
|
0.50kg
|
13.50€
|
15.30€
|
|
1kg
|
17.40€
|
31.30€
|
|
2kg
|
23.60€
|
35.10€
|
|
3kg
|
28.80€
|
48.20€
|
|
4kg
|
34.10€
|
59.60€
|
|
5kg
|
37.60€
|
72.50€
|
* Following the increase in post-Covid air transport costs, supplement of €5.00 excluding VAT applied to all “Overseas offer” packages
Shipping costs include preparation and packaging costs as well as postage.
We advise you to group all your items into a single order. We cannot combine two orders placed separately and shipping charges apply to each order. Package dimensions are optimized based on the contents of your order and your items are properly protected.
You can simulate the calculation of shipping costs when placing an order. The costs will be indicated once your destination address has been entered and the delivery method selected.
How to return a product ?
In accordance with article L.121-20 of the French Consumer Code:
The consumer has a period of 14 days from the day after he takes possession of the good or accepts the offer for a service without justification or payment of penalties on his part, with the exception, where applicable, of return fees. The consumer may deviate from this deadline if he is unable to travel and at the same time needs to call upon an immediate service necessary for his living conditions. In this case, he would continue to exercise his right of withdrawal.
The product must be returned in its original packaging, unopened, sealed, accompanied by all original accessories to the following address:
Stimium Laboratories (returns)
122 Boulevard Haussmann
75008 Paris
It is advisable to keep all proof that the carrier will provide you for the return of your package and to indicate your order number. In the event of exercising the right of withdrawal, the customer will have the choice of requesting a refund of their order with the exception of shipping costs; the return remains their responsibility.
In the event of abusive or unjustified returns, Laboratoires Stimium reserves the right to refuse the refund as well as any subsequent order.
What payment methods are offered?
You will find details of the different payment methods offered in the Secure payment section.
I can't connect to my customer account, what should I do?
Do not hesitate to check carefully if there are any typos in the elements provided. You can reset your password directly on our site in the login area. You will then receive the instructions by email.
If you still have problems connecting, do not hesitate to contact us directly via the contact form available in the Contact us section or by whatsapp.
I want to delete my customer account
Send us your deletion request to contact@stimium.com . We will make every effort to delete your login information as soon as possible.
