HOW CAN WE HELP YOU?

A. How do I track my order? You can track your order by checking the tracking link in your shipping confirmation email. If you have an account, log in to access tracking directly.

B. How do I place an order online? Select the products you want, add them to your cart, and then follow the checkout steps. Once your order is confirmed, you will receive a confirmation email.

C. Can I modify or cancel my order after placing it? Unfortunately, once the order has been confirmed, it is not possible to modify it. To cancel, please contact our customer service team immediately.

D. How can I change the delivery address? If your order has not yet been shipped, contact our customer service to make the change.

E. What are the preparation times? Orders are prepared within 1 to 2 business days before shipping.

F. How can I receive an invoice? The invoice is sent by email once your order has been shipped. If you have not received it, please contact our customer service.

A. Where is my order? The tracking link is included in your shipping confirmation email. You can also track your order through your customer account.

B. My delivery is incorrect or damaged. What should I do? Contact our customer service within 48 hours of receipt with photos of the items and packaging to resolve the issue quickly.

C. What are the delivery times and costs? Delivery times and costs vary depending on the destination and the shipping method chosen. This information is displayed during checkout.

D. Who are our shipping providers? We work with trusted partners like Chronopost, Colissimo, Colis Privé, and Mondial Relay.

E. Which countries do you deliver to? We deliver to Europe as well as many countries internationally, including Australia, Azerbaijan, Bahrain, Bermuda, Brazil, Chile, Colombia, Côte d'Ivoire, French Guiana, Hong Kong SAR China, India, Indonesia, Kuwait, Malaysia, Maldives, Martinique, Mauritius, Mexico, New Caledonia, Oman, Pakistan, Peru, Philippines, Réunion, Rwanda, Saudi Arabia, Singapore, South Korea, Taiwan, United Arab Emirates, and Vietnam.

F. Are there any taxes or customs fees for international deliveries? Any customs fees depend on the laws in force in the destination country and are the customer's responsibility.

G. Where can I have my package delivered?

1. In store: Available only for Paris.

2. At home: Delivery to the address of your choice.

A. Can I cancel my order? Contact our customer service team immediately. If the order has not yet been prepared, we will do our best to cancel it.

B. Can I request a product exchange? We do not offer exchanges, but you can return an unopened product and order a new item.

C. How do I return a product? Contact our customer service to receive a return label and detailed instructions.

D. How long does it take to receive a refund? Refunds will be issued within 14 business days of receipt and verification of the returned product.

E. Are there any fees for returns? Return shipping costs are the customer's responsibility, unless we made an error.

F. How long do I have to return a product? You have 14 days from receipt to make a return.

A. What payment methods are accepted? We accept credit cards, PayPal, Apple Pay, and Matière Première gift cards.

B. Is payment secure? Yes, all payments are processed through platforms that comply with the highest security standards (SSL).

A. How do I create an account? Click on “Login” at the top of our website and fill in the requested information in the “Create an account” section.

B. What if I forgot my password? Click "Forgot your password?" on the login page and follow the instructions to reset it.

C. How is my personal data protected? Your data is secure and used only in accordance with our privacy policy.

D. I no longer wish to receive information from Matière Première. You can unsubscribe by clicking the unsubscribe link in our emails or through your account.

A. Are your products vegan/cruelty-free? Yes, all our products are cruelty-free and vegan.

B. What are the fragrance concentrations? Our fragrances are available in Eau de Parfum and Extrait de Parfum concentrations for an intense and long-lasting experience.

C. How can I view the complete list of product ingredients? Each product has a complete list of ingredients on its dedicated page on our website.

D. Where are your products manufactured? All our products are made in France with artisanal expertise.

A. Where to buy a gift card? Gift cards are available directly on our website.

B. How do I use my gift card? Enter your gift card code during checkout in the dedicated area.

C. How long is a gift card valid for? Gift cards are valid for one year from the date of purchase.

D. Can I use my gift card multiple times? Yes, the remaining balance will be saved for your next purchases.

E. How do I check the validity and/or balance of my gift card? Contact our customer service with your gift card number to obtain this information.

F. My gift card isn't working, what should I do? Make sure the card is still valid and contact our customer service if you have any problems.

E. My order was canceled and I paid with a gift card. How do I get a refund? The amount will be credited directly to your gift card.

A. How to contact customer service? You can contact us by email at clientservice@matiere-premiere.com.

B. What are your opening hours? Our customer service is available Monday to Friday, 9am to 5pm.