Frequently Asked Questions

Step 1: Select your item on our website, indicating the quantity you wish to order. Then click on the “Add to basket” button. At this stage you have the choice between finalizing your order or continuing your order.
Step 2: Once you have selected your items and added them to your basket, validate the basket.
Step 3: Log in (if you already have an account) or create an account,
Step 4: Select your samples
Step 5: Select your delivery method and address
Step 6: Proceed to checkout, you will receive an order confirmation email.

To recover your password, click here to reset your password
Enter your e-mail address and your password will be sent to you shortly. You will receive your password in a few moments.

Have you changed your address, telephone number or e-mail address? Enter the new information in “My account” in your customer area by clicking here. My account

To ask a question to our team of specialists, click here: Contact us

To check the status of your order, click here: My Account

To find out the shipping costs, click here: Our guarantees

In accordance with current French legislation, you have the right to cancel your order within 14 days of receipt. To exercise your right of withdrawal and obtain a refund, please return all or part of your order to :

Laboratoires Sarbec – Jacomo Paris
Retour Ecommerce
10, rue du Vertuquet
59960 Neuville-en-Ferrain
France

Returned items must be in new, unopened and undamaged condition, and in their original packaging. After checking the returned merchandise and if it complies with our return conditions available in our GCS, you will receive a refund on the payment method used for your order within 30 days of receipt of your order in our logistics warehouse. Should you require any further information, please contact our Customer Relations department on 0800 590 008 (freephone) or via our contact form here.

You can contact the Customer Relations department of Maison Jacomo Paris from Monday to Thursday from 9:30 am to 12 pm and from 2 pm to 5 pm, and on Friday from 9:30 am to 12 pm and from 2 pm to 4 pm (excluding public holidays and weekends) at 0800 590 008 (toll-free from a landline or mobile) or via the form opposite: Contact us

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