Frequently Asked Questions

Delivery and returns

What are the delivery options?

Metropolitan France: We offer Colissimo home delivery or delivery to a relay point for purchases of 19€ or more. Below this amount, it is charged:

Delivery methodShipping costsTimeframe
Tracked Colissimo home delivery4,90€48-72h
Mondial Relay pickup point4,90€3 to 4 days

These delivery times are given as an indication and may vary depending on the carrier. HC PRESTIGE cannot be held responsible for any delay in delivery.

French territories overseas, Belgium, Switzerland and the rest of the world: We are still working on best delivery options. The section will be updated very soon.

To which countries can I get delivery?

On our online shop, we offer delivery in Metropolitan France for the moment, but soon to the DOM-TOM, Switzerland and Belgium and more generally throughout the world.

In the meantime, if you wish to place an order for delivery outside France, please reach out to us at [email protected] so that we can assist you.

Please note that for deliveries outside of Europe, possible customs fees may be charged to you.

WILL I RECEIVE MY PARCEL IN MY MAILBOX?

In order for your parcel to be delivered to you in a letterbox, it must correspond to the AFNOR standards with the following dimensions: 34 cm deep, 26 cm high and 26 cm wide. If your letterbox does not meet the standards, and you are not present at the time of delivery, a notice will be left in the box. We also offer you the option of selecting a delivery in a relay point, according to your preference.

MY PACKAGE IS ADVISED AS "DELIVERED" WHEN I HAVE NOT RECEIVED IT, WHAT DO I DO?

If you have not received your parcel, please wait until the end of the day as the delivery status may have been updated in advance and the parcel may arrive later. If you still have not received your package within 24 hours, please contact us at [email protected] so that we can find a solution together.

MY PACKAGE HAS BEEN RETURNED TO THE SHIPPER, WHAT WILL HAPPEN?

If the address is incomplete or the package is damaged during transport, the package may be automatically returned to us. In this case, we will contact you as soon as we receive it in our warehouse, so that we can send you a new package as soon as possible.

Returns and refunds

Can I still make a return?

You have 14 days after receipt of your order to return the products you do not wish to keep. These products must be unopened and in their original condition.

HOW TO REQUEST A RETURN?

If you wish to make a return, please contact our customer service at [email protected]. For faster processing, please provide us with your order number, the list of products you wish to return and the reason for the return. We will then send you a return label by email, allowing you to send your items back to us. The cost of this label will be deducted from your refund.

How do I send my return?

The return of your package will be done by Colissimo (when sent to/from France). You can choose to make a return request from your mailbox on the Colissimo website or to drop off your parcel at a Colissimo relay point.

HOW LONG WILL IT TAKE TO GET MY MONEY BACK?

In the event of a return, we will refund you within 14 days, after receipt and verification of the returned products. An email will then be sent to you to inform you of this. The refund will be made by the same method of payment used at the time of purchase of the order on the site.

CAN I EXCHANGE AN ITEM?

We do not offer exchange of items. If you do not wish to keep your products, please write to us at [email protected] in order to make a return.

My order

HAS MY ORDER BEEN PROCESSED?

When your order is completed, you will receive a confirmation with your order number by e-mail. You will also find the details of your order in your customer area, in the section When your order is confirmed, you will receive a confirmation with your order number by e-mail. You will also find the details of your order in your customer area, in the section My orders.

I HAVE NOT RECEIVED A CONFIRMATION EMAIL, WHAT SHOULD I DO?

We invite you to first check whether a direct debit has been made. It is possible that the payment was not successful and that your order was not validated for this reason. If you have been debited, we advise you to check your junk mail, as our email may be hiding there. If you still haven't received an email, it may be that your email address contains an error. Please contact us at [email protected] so that we can check and send you your confirmation email.

Where can I find the invoice for my order?

You can download all your invoices directly from your customer area in the "My orders".

You have also received your invoice as an attachment to your order confirmation email.

 

How long will it take for my order to be shipped?

Your package will be shipped within 24 to 48 working hours after validation of your order. If you place your order at the weekend or on a public holiday, your products will be dispatched within the next two working days.

HAS MY ORDER BEEN SHIPPED yet?

When your order is shipped, you will receive an email with a tracking number that allows you to consult the delivery stages on the website of the chosen carrier. You can also follow the status of your order from your customer area, in the My orders.

HOW DO I TRACK MY ORDER?

Once your package has been shipped and picked up by the carrier, you will receive a shipping confirmation email with your tracking number.

CAN I CHANGE MY DELIVERY ADDRESS OR DELIVERY METHOD ONCE THE ORDER IS CONFIRMED?

If you wish to change the delivery terms of your order, write to us as soon as you receive your order confirmation on [email protected]. If your order has not yet been shipped, we can modify it. Our customer service will find a solution with you so that you can receive your order in good conditions.

CAN I CANCEL MY ORDER?

An order can only be cancelled if it has not yet been shipped. Contact us as soon as possible on [email protected] so that we can consider your cancellation request. If we are unable to cancel your order, our customer service department will be able to help you arrange a return for your products.

How do I CHOOSE THE GIFT IN MY ORDER?

We are delighted to pamper you a little more by sending a gift with every order. However, this gift cannot be chosen, and varies according to the total amount of the order and current stocks. In fact, we regularly vary the gifts so that they constantly surprise you!

I HAVE ANOTHER problem with MY ORDER, what should I do?

If you encounter any other problem with your order, please feel free to contact us at [email protected]. Our friendly team will be happy to assist you.

My account

HOW TO CREATE MY ACCOUNT?

Create your HC PRESTIGE customer area by clicking on "Login" at the top right of the screen, then "Create an Account". Follow the instructions to choose your personal identifiers.

HOW DO I LOG IN TO MY CUSTOMER ACCOUNT?

To log in to your customer area, click on "Login" at the top right of the screen. Simply enter your email address and password.

HOW DO I CHANGE MY PASSWORD?

You can change the password of your HC PRESTIGE account at any time. Click on "My Account", "Login", then on "Forgotten Password". You will then receive an email allowing you to reset it.

How do I SAVE MY ADDRESS?

You can save your billing and delivery addresses to facilitate your next purchases. To do this, go to your HC PRESTIGE space and then to "My Addresses". You can then add, modify or delete your addresses.

I can no longer access my customer account, what should I do?

If you have trouble logging in, click on "Forgot Password" and follow the instructions. Make sure that the email address you provide is correct. If necessary, contact us at [email protected] so that we may assist you.

WHERE TO FIND MY INVOICES?

You can access the invoices for all your orders via your HC PRESTIGE account. Log in with your email and password, then click on "My Orders" to view or download your invoices.

HOW AND WHY SHOULD I SUBSCRIBE TO THE HC PRESTIGE NEWSLETTER?

Subscribing to our Newsletter allows you to follow all our news, advice concerning HC PRESTIGE products, to be notified of stock discounts, not to mention great promotions throughout the year! To subscribe, simply go to the footer of the page and enter your email address in the "Newsletter" box.

HOW TO DELETE MY ACCOUNT?

If you wish to delete your account, please contact our customer service via [email protected] who will delete all your data within 24 hours of your request.

Our products

Are the products tested on animals?

None of our products or ingredients are tested on animals.

Are HC PRESTIGE products free of sulfates, phthalates and parabens?

None of our products contain phthalates or parabens. The majority of our hair care range is sulfate free, however, a small handful of products contain sulfate: GET READY Cuticle Open Shampoo, GET READY Micellar Spray, ALWAYS YOUNG Shampoo, VOLUME ON Shampoo and SAVE MY BLOND Shampoo. We are aiming to develop a fully sulfate free range in the near future.

Are HC PRESTIGE products silicone-free?

Silicone in haircare products have a bad reputation - but it is not always bad for your hair! It helps create a sleek, shiny look, but can sometimes weigh hair down. When we formulate products, we determine if silicone is beneficial to the product. We are not always silicone free, but we don't consider that a bad thing either!

Where are HC PRESTIGE products manufactured?

Our hair products are made in France but we source our formulas in several countries. See the section About us for more information on our formulas. Packaging and quality control are meticulously carried out in our premises in the Lyon region, from where the products are then shipped.

CAN I USE YOUR PRODUCTS IF I AM PREGNANT OR BREASTFEEDING?

All products in the HC PRESTIGE, SPIRIT ELEMENT range are completely safe to use and contain no contraindications.

HOW DO I KNOW WHICH PRODUCTS ARE SUITABLE FOR MY HAIR TYPE?

Our teams have taken care to develop a personalized and reliable tool for you.
Our hair quiz will recommend a routine tailored to your needs. All information is also provided on the product sheets and collections descriptions on our website, including hair concerns and hair type. If you have a question about this, please contact our team via [email protected].

WHAT IF I HAVE A BAD REACTION TO A PRODUCT?

If your skin reacts to an HC PRESTIGE product, stop using it immediately and write to us at [email protected]. If you have photos to send us, even better! Our scientific team will study your case with the utmost care in order to determine the cause of your reaction and accompany you as best as possible in this process.

HOW TO STORE MY HC PRESTIGE PRODUCTS?

Our products are usually stored in your bathroom. To store them for a long period, prefer dry, protected from sunlight and at room temperature.

WHERE TO FIND HC PRESTIGE PRODUCTS?

HC PRESTIGE professional products are sold online on our official website, where you are. But also at our distributors shops and partner salons.
Visit the Partners' page to find the one closest to you.

HOW TO FIND A HAIR SALON FOR A PROFESSIONAL HC PRESTIGE TREATMENT?

Please visit the Partners' page, then you can search through our store locator.
Here, all you have to do is enter your town or postcode to find a distributor near you, who can direct you to an HC PRESTIGE partner hairdresser.

Can I receive SAMPLES?

We do not offer samples. However, most of our products are available in small sizes, so you can easily test them. We are of course available to answer your questions and help you choose the products that best suit your needs and expectations.

WHO DO I CONTACT IF I HAVE QUESTIONS ABOUT A PRODUCT?

If you have any questions or would like to know more about any of our products, please write to us at [email protected]. We are always here to answer your questions!

How do I recycle my empty bottles?

You can easily recycle your empty bottles with the usual plastic. Write to us directly at [email protected] for more information.

Orders on HC PRESTIGE.COM

What payment methods can I use?

When you confirm your order on our site, you can pay for your purchases in several ways:

  • By credit card (Visa, Mastercard, Maestro and American Express) via Stripe
  • Via PayPal

Our site does not allow payments in instalments or payments by cheque.
The amount of your purchases will be debited upon validation of your order.

IS THE PAYMENT SECURE?

Your payment on our website is totally secured by our STRIPE payment module.
The latter is subject to an SSL type security system, guaranteeing that all your banking data is protected. We do not save any of your banking data.

Payments by PayPal are made directly on the PayPal website in a secure manner.

I CAN'T EDIT MY SHOPPING CART, WHAT CAN I DO?

If you are unable to add or remove products from your shopping cart during checkout, we recommend that you delete the cookies and other site data stored on your computer.
Please clear up and log back into the website.

 

MY PAYMENT HAS BEEN REFUSED, WHAT SHOULD I DO?

In this case, we advise you to contact your bank to ensure that your payment method is working properly. If there are no problems, please contact us at [email protected] for assistance.

Contact us

DO YOU HAVE A QUESTION ABOUT YOUR PACKAGE OR A SPECIFIC PRODUCT?

We are happy to answer your messages within 24 hours - Monday to Friday - from 10 am to 6 pm. If your request is made on a public holiday, we will take your message the next day.

Feel free to contact us at [email protected]

I AM A PROFESSIONAL, WHO CAN I CONTACT?

Si vous êtes un professionnel, vous pouvez également nous écrire sur [email protected], your request will be forwarded to the relevant department.

HOW TO BECOME AN OFFICIAL TESTER?

Please write to us at [email protected] with information about your platforms, and we will quickly review your request.

Another question?

We're always here to help you! Contact us by e-mail at [email protected] and we will get back to you as soon as possible.

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