Contact us

How to contact us ?
Write to us at bonjour@phyltres.com or call us at 01 XX XX XX XX Monday to Friday 10:00am to 6:00 pm.

Your account

How to create your account?
Click on the top right of our site on the “My account” icon, then click on “Create an account”. Creating your account gives you access to your order history and personal information.
How to change your personal data?
You can modify all your data by logging into your personal space in the “My account” section.
How to access your account if you have lost your password?
When you identify yourself, you can tick “Forgot my password” and you will receive an e-mail within minutes allowing you to define a new password.

Payment and special offers

Is the Phyltres website secure?
The payment made on our site is completely secure. Payments by credit card on the site are made via the Stripe or Paypal payment system. Your bank details are encrypted using the 3D Secure system and no third party can read them.
What are the payment methods accepted by Phyltres?
You can pay online by credit card (Carte Bleue, Visa, Visa Electron, Master Card, American Express) via the secure payment system of Shopify Payments or Paypal.
Do you make promotional offers?
In order to be informed and to benefit from our privilege offers, you can subscribe to our newsletter from the bottom of each page of the site. All you have to do is enter your email directly in the box provided, then click on "Submit". You will also benefit from -10% on your next order.

Delivery of your order

In what countries can Phyltres products be delivered? What are the delivery costs and times?
Your Phyltres products can be delivered anywhere in the world. International deliveries are handled by Colissimo or B2C Europe. Times and fees vary depending on the destination country. To find out more, see the « "Delivery and return" page ».
Are Phyltres products subject to customs duties?
We are a French brand and we send all our products from France! For deliveries in the European Union, there are no customs fees to pay. If the delivery takes place in a country that is not part of the EU, any taxes and customs duties are your responsibility.
What are the delivery times?
For deliveries in mainland France, we offer different delivery methods. Colissimo or Colis Privé: standard home delivery without signature, 2 to 4 working days.
Mondial Relay: standard delivery to a pick-up point, 2 to 4 working days.
Chronopost: express home delivery, within 48 working hours. Please note that during certain periods, deliveries may be slightly delayed and we do our best to deliver to you as soon as possible.
How to track your order?
Once your order has been shipped, we will email you a tracking number. Using this number, you can go to the website of the chosen carrier to locate your package.


Is it possible to cancel an order already placed?
If your order has not yet been processed by our warehouse, we can cancel and refund it. In this case, contact us as soon as possible by email at bonjour@phyltres.com or by telephone at 01 XX XX XX XX. If the order has been sent to the warehouse, unfortunately it will no longer be possible for us to cancel it. In this case, if you do not wish to keep your items, you can return your products to us. You will find the procedure on the "Delivery and returns " page.
How can you return an incorrect or faulty item to us?
You have a period of 14 days following the date of receipt of the order to return the item that does not satisfy you. Only intact and unopened item returned in its original packaging will be accepted for refund. Upon receipt of your package, we will refund the full amount of the item. The return is simple and free thanks to a form and a prepaid label. You will find the conditions for returns and the procedure to follow in the General Conditions of Sale (GCS) or on the "Delivery and returns" page.
What are the refund deadlines?
The refund is made within a maximum period of 14 days from the date of receipt and verification of your return. An email will be sent to notify you and we will refund you the product concerned using the same payment method used during your initial order.