FAQ (Frequently Asked Questions)
ACCOUNT
How to create my APONIE account?
By clicking on "Sign in" (top right) or by validating your cart, complete the identification form that you are asked to. Remember the e-mail that you provided and your password. They are personal and they only can give you access to your account.
Why create an APONIE account?
Create your account Aponia allows you to:
- Track the delivery of your orders
- View the history of your purchases
- Make purchases and manage your shipments quickly
- Manage your personal information, your alerts
- Be kept informed of our new products or our news
How do I change my APONIE account?
At any time, you can edit the information about you by clicking on "My Account".
How do I delete my APONIE account?
To delete your account, please contact our Customer Service at client@aponie.com
I forgot my password?
In "My Account" (top right of your home page) click "Sign In", enter your email address and click "Forgot your password?” An email will be immediately sent with your password.
ORDER
How to follow the sample delivery?
If you ordered samples or a sample kit, you should know that it will be sent by mail in an envelope to be delivered directly into your mailbox. Monitoring the envelope is not possible.
Here is a delivery indication:
- For delivery in France, you should receive it within 3-4 working days, with a maximum period of 7 days.
- For delivery in Europe, between 3 and 10 days.
- For delivery in the rest of the world, between 3 and 15 days.
However, if you do not receive your sample kit or your samples in these times, please contact our Customer Service at: client@aponie.com
How to track my products order?
You have received an email informing you of shipping and including the tracking number of your package, and the link that allows you to track your parcel.
If it is a Colissimo, please have your parcel number and follow this link:
http://www.colissimo.fr/particuliers/home.jsp
How do I know my order is taken into account?
Once payment is confirmed, your order number appears on the screen with the summary of the order.
You will receive two emails:
- The first one notifying you of your payment with a bank transaction number to keep.
- The second one confirming your order and containing all the information that you have validated when you ordered online.
Can I cancel my order?
Your order may be canceled as it is in status "in preparation" in your order tracking. You can cancel it by contacting our Customer Service by email: client@aponie.com
Can I edit the order invoice?
In your order history, you can download the invoice in pdf format
Can I change my order once confirmed?
Once your order is validated, it is prepared by our logistics team and shipped. Your order can no longer be changed.
PAYMENT
My online payment is secure?
Yes, payment by credit card (CB, Eurocard/Mastercard and Visa) is completely secure. We use a powerful technology via a secure server (SSL). Your credit card number is does not pass by on our website, because when you buy, you type directly on the interface of our banking partner (Sogenactif by Societe Generale). No card number is thus kept in our files. There will be in addition a verification by 3-D Secure system.
Please note that data transmission over the internet is never 100% secure and any information disclosed online can potentially be collected and used by people other than those who were recipients though.
What are the accepted payment methods?
The payment of your purchases can be made by Paypal, credit card or debit card: MasterCard, Visa®. You must enter your credit card number and expiration date on the page provided for that purpose, and the pictogram. A telephone audit may then take place by 3D Secure.
You can also pay by check after a mailing. However, note that the processing time of your order will be much longer, He will indeed wait that the check is received, cashed, and credited before we can proceed with the shipment of your order.
No order by mail or telephone can be valid.
DELIVERY
Can I get delivered to the address of my choice?
Yes you can choose the delivery address. Your account allows you to save multiple adresses (home, office, etc.) to facilitate future orders. You must click on the button "add a new address" when you place your order or log into your account and click on "Addresses". Moreover, the delivery address can be different from the billing address.
For security reasons, APONIE will not process any order for which a post office box or a Cedex address is provided.
What is the delivery area?
APONIE, to date, is able to deliver wherever Colissimo by La Poste allows. Unfortunately, we are not yet able to deliver in the following countries: US Virgin Islands, Jersey, Svalbard, Guernsey, Isle Åland, Faroe Islands, Isle of Man, San Marino, Gibraltar, Andorra, Holy See (Vatican), Greenland, Liechtenstein, Kyrgyzstan, Palestine.
If this is your case, please contact our Customer Service by email to client@aponie.com and then we will find a suitable solution.
What are the costs and shipping times?
After selecting a product to buy on our website, check in your cart, you can estimate the cost and time of delivery depending on the country of delivery. They reflect the cost of delivery by Colissimo by La Poste. Once the order is placed, you can follow the preparation and delivery.
Note: However you should know that the samples and the sample kit is sent by mailing envelope and therefore considered as a courier. It is impossible to track delivery. Here is the approximate delivery time:
- For delivery in France, you should receive it within 3-4 working days, with a maximum period of 7 days.
- For delivery in Europe, between 3 and 10 days.
- For delivery in the rest of the world, between 3 and 15 days.
However, if you do not receive your sample kit or your samples in these times, please contact our Customer Service at: client@aponie.com
RETURN
How do I return or exchange a product ordered on APONIE’s website?
You can return or exchange any product ordered on APONIE’s website during the 7 days following the delivery under the following conditions: products must be returned to the address indicated below in their original condition, sealed, together with the delivery note and and the completed return form that you would have obtained by contacting the Customer Service by email to client@aponie.com
APONIE – Customer Service
42, Avenue Montaigne
75008 Paris
France
Open product cannot be returned or exchanged
Note: return fees are at the customer’s charge.
We do not offer the ability to return or exchange any item purchased on APONIE’s website in our physical points of sale.
PRIVACY / SECURITY
What is the policy on safety?
You can browse APONIE’s website without giving personal information. However, when you open an account on APONIE’s website, we collect the billing and delivery information necessary to your order delivery: your name, address, email address, etc.
APONIE’s website agree to disclose your details only to third parties involved in the conduct of your order process: bank, delivery service, etc.
In addition, APONIE’s website may be required to disclose such information when necessary for the identification, apprehension or prosecution of any individual likely to prejudice or harm, intentionally or otherwise, any rights or to the property of APONIE, other users of the website aponie.com or any other person who may be adversely affected by such activities. The communication of personal data can also exceptionally occur when APONIE is legally required to do so, following the filing of a complaint for example.
What use will be made of my personal details?
Processing your order and access to services available on the website aponie.com lead us to collect and store data about you: name, address, ... Such information is essential to providing you with quality service. This information is for internal use.
Files managed by APONIE are subject to a declaration to the CNIL. Under the Data Protection Act of 6 January 1978 (loi Informatique et libertés du 6 janvier 1978), you have a right to access and correct data about you.