Frequently asked questions
We have gathered the answers to the questions we are asked most often.
I would like to place an order.
1. At the top of the site, you’ll find the search field, where you can enter the product name, its category, or a keyword from its description.
2. You can also browse our categories and subcategories directly.
3. Still can’t find your item? Feel free to write to us via the Contact page.
1. Find the item of your choice on the website.
2. Check the product page for more information and availability.
3. Click “Add to cart.”
4. Once your products are in the cart, follow the steps to complete your order.
Availability is shown on each product page, next to the “Add to cart” button. If an item is no longer available, it may be being restocked: please feel free to contact us.
The accepted payment methods are shown when you confirm your order. Your banking information is encrypted and is never transmitted unencrypted over the Internet.
The delivery options available for your order will be offered during checkout. You can track your parcel using the tracking number sent by email as soon as it is shipped.
Yes, you can enter a different delivery address when checking out. You can also manage your addresses from your customer account.
If your order has already been paid for, contact our customer service promptly via the Contact page.
Mary Cohr skincare treatments are available at beauty salons, where you can discover our products and benefit from advice from a qualified esthetician. Use our “Find a salon” tool to locate the salon nearest you.
I placed my order.
An email is sent to you at each stage of your order, including dispatch with your tracking number. You can also check its status at any time from your customer account under “My Orders.”
Once placed, your order can no longer be changed directly on the website. If it is still being processed, contact us via the Contact page and provide your order number.
If you are absent, a delivery notice will be left in your mailbox. You can then collect your parcel from the indicated pickup point, bringing the notice and a form of identification.
Upon receipt, check the condition of the package and its contents. If the package is damaged, note the specific damage with the carrier and contact us via the Contact page, preferably with a photo.
I received my order
Log in to your customer account, go to “My Orders,” and select the relevant order to access your invoice.
Contact us via the Contact page, including your order number and the item concerned. Our customer service team will process your request as soon as possible.
In accordance with our terms and conditions of sale, you have a period of time to return an unopened item in its original packaging. Contact us via the Contact page to find out how to return it.
Once your item has been returned and inspected, the refund will be issued to the payment method used for the order.