Membership
DELIVERY HELP
Translated for convenience. The French version is the reference text.
Preparing your order
Every Jouvence Care order is prepared with care before dispatch. Preparation usually takes 24 to 48 working hours, subject to product availability, any necessary checks and periods of high demand. A dispatch confirmation and, where available, a tracking number are sent to the customer.
Where do we ship?
Jouvence Care serves France, certain European countries, the United Kingdom, North America and South America, among others, subject to product availability, logistical possibilities and the restrictions applicable in the destination country. Access to the site from a country does not necessarily mean that every product can be shipped there.
Where shipments originate
Orders are mainly prepared and dispatched from France. For the Brazilian market, some orders may be prepared and dispatched locally from Brazil.
Carriers
To provide reliable, tracked delivery, Jouvence Care may use, among others:
Chronopost — mainly for France and certain European destinations. DHL — mainly for certain international shipments. The carrier actually used may vary depending on the destination, the service selected, availability and logistical constraints.
Free delivery from €250
Standard delivery may be free on any order reaching €250, depending on the territory and the conditions shown at the time of the order. Certain destinations, express options or particular circumstances may be subject to different conditions, which are stated before the order is confirmed where applicable.
Transit times
Times displayed or communicated by Jouvence Care or the carrier are estimates, except where a firm time limit is expressly agreed or imposed by applicable regulations. They may vary with the destination, customs formalities, public holidays and carrier operations. The preparation time of 24 to 48 working hours is separate from the transit time.
Order tracking
Where tracking is available, the customer receives the information needed to follow the parcel. If tracking stops updating for an unusual length of time or shows an anomaly, the customer may contact Jouvence Care at hello@jouvencecare.com with their order number.
Customs and taxes outside the EU
For international shipments, customs duties, import taxes or administrative charges may be claimed by the authorities or intermediaries of the destination country. Unless the order expressly states that duties and taxes are included, these charges remain payable by the recipient. Jouvence Care does not control the amounts set by local authorities. This provision does not transfer to the customer any regulatory obligation that legally falls to Jouvence Care.
Destination restrictions
Certain products may be unavailable in a country because of local rules, import restrictions, their regulatory status or carrier conditions. Jouvence Care may therefore block or cancel the shipment of a product to a destination where a legitimate reason requires it. If an order that has been paid for but not fulfilled is cancelled, the sums due are refunded in accordance with the applicable conditions.
Lost parcel
If a parcel appears to be lost, please contact our customer service team. Jouvence Care carries out the necessary checks with the carrier where that is its responsibility. Where a loss is confirmed, Jouvence Care offers, depending on the circumstances and applicable rights, a priority reshipment or a refund. Consumer customers retain all mandatory rights they have in respect of delivery.
Damaged parcel
If your parcel arrives damaged, we recommend keeping the packaging and photographing the parcel, the shipping label and the products concerned. Please contact hello@jouvencecare.com promptly with your order number.
Our team will review the situation and arrange, as appropriate, a replacement, a reshipment, a refund or any other suitable solution.
Incorrect address or failed delivery
The customer must check their delivery address carefully before confirming the order. In the event of an error, they should contact Jouvence Care as soon as possible. A change cannot be guaranteed once the parcel has been handed to the carrier. If a parcel is returned because of an incorrect address provided by the customer, or because delivery was impossible for reasons attributable to them, Jouvence Care will contact the customer to determine the appropriate solution. Additional reshipment charges may be requested where the law permits.
Our commitment
Our aim is to make the Jouvence Care experience simple from payment through to receipt. If a difficulty arises, our team prefers to take clear and prompt ownership rather than leaving the customer to deal with a carrier incident alone.
Need help?
JOUVENCE CARE
64 avenue Daumesnil, 75012 Paris, France
+33 7 66 77 37 05