Why was my payment declined?

Payment failure is often linked to the 3D Secure authentication (3DS) authentication system. This process, required by your bank to prevent fraud, asks you to validate the transaction (via SMS or mobile app), but other reasons can block payment: Card declined : The bank declined the transaction (contact your bank) or the card details are incorrect. 3x payment declined : Your application with Alma was not approved. If you are having difficulty, you can pay by bank transfer or contact our customer service team. Promo code usage limit reached : You entered a promo code in the checkout form, but it has already been used. You must remove it and validate your order.

Is the site secure for payments?

Yes, the Sensilia Laboratory online store is fully secure . All transactions are protected by SSL encryption (HTTPS) , ensuring the confidentiality of your personal and banking data. Payments are also secured through enhanced authentication protocols ( 3D Secure authentication ), used by banks to prevent fraud. Your information is protected at every step of your order. We do not store your banking details.

I can't complete my order — what should I do?

If you are unable to complete your order, check the following: Incomplete information : all fields must be filled in correctly Payment declined : invalid card, spending limit reached, or bank authentication (3D Secure) not completed, or order confirmation page not yet loaded (closed too early) Invalid promo code : expired, entered incorrectly, already used, or not applicable Technical issue : try refreshing the page or using a different browser If the problem persists, contact our customer service team.

I received bank validation but no order confirmation — what should I do?

The "Authentication successful" message from your bank only means that you have successfully authenticated the payment on your side (you are indeed the originator of the payment). It does not mean that the payment has been validated by our system. After authentication, you must wait 15 to 30 seconds for the transaction to be transmitted and for the final confirmation page to appear on the online store. If the page is closed too early, the payment is not validated. Every validated order triggers a confirmation email.

How do I pay for my order by bank transfer?

You can choose the "Payment by bank transfer" option when placing your order. Payment details (payee name, amount, postal address or IBAN/BIC) will be sent to you by email. Your order will be shipped as soon as payment is received.

Why is my promo code not working?

There are several reasons why a promotional code may not work: Expiry date passed . Already used : The code is valid for a single order only (e.g. welcome offer). If the promo code has already been used, you must remove it from the "promo code" field to complete your order. Contact our customer service team if the problem persists. Incorrect code (typo).

Can I return a product if I'm not satisfied?

Only PERNIXOL® products are covered by a 60-day satisfaction guarantee . This guarantee is detailed in our terms and conditions of sale. Returns are permitted under this policy only for unopened products within 60 days of receipt. Once received, we will refund the products concerned. For other products, returns are not possible.

Do you deliver abroad, to French overseas territories, or outside Europe?

Yes, we deliver to certain countries outside Europe such as Switzerland and to French overseas territories. Additional costs and delivery times are calculated based on the destination when you place your order.

How can I track my order?

As soon as your order is dispatched, you will receive a delivery tracking email (via Colissimo or Chronopost) allowing you to follow each step. If you can't find this email, check your spam folder or contact our customer support team, who will provide your tracking number.

How do I cancel or change my order (address, product)?

You can cancel or change your order (address change or error correction) only if it has not yet been dispatched . Contact our customer service as soon as possible to update your details or request a refund.

How long do I have to collect my parcel from a pickup point?

You have 7 calendar days to collect your order from the pickup point. After this period, the parcel is returned to us.

I missed the pickup point delivery — what should I do?

You have 7 calendar days to collect your order from the pickup point. After this period, the parcel is returned to us. Once we receive it, we will contact you to reship it (to the same address or a different one).

My parcel hasn't arrived yet — what should I do if delivery is delayed?

For any delivery delay exceeding 7 working days (after the order date), please contact us. We will file a claim with the carrier and reship your order if necessary.

What are the delivery options, costs and timeframes?

Delivery methods and carriers: Colissimo (home delivery) Chronopost (pickup point) Delivery fees: Pickup point: Free on orders over €50 Home delivery: €4.80 in mainland France Delivery times (mainland France): Home delivery (Colissimo): Within 48 hours working days Pickup point (Chronopost): Within 3 to 5 working days Orders are dispatched every day at 2:30 pm, Monday to Friday. Any order placed after 2:30 pm on Friday or over the weekend is dispatched on Monday.

What should I do if I receive a damaged product (broken, leaking)?

If you receive one or more damaged products (broken, leaking, etc.), contact us by email at support@sensilia.com with a photo of the damage and your order details. We will reship your order as soon as possible.

Where is Sensilia Laboratory located?

The Sensilia Laboratory , a specialist French laboratory, is located in Saint-Jean-d'Illac, Gironde (33), in Nouvelle-Aquitaine . Our offices and laboratory production site are based on the same site to ensure full control of our operations, from manufacturing to customer support.

Can I buy directly at the laboratory?

It is currently not possible to buy directly on site at the physical laboratory, which is reserved for our teams. However, our official online store , connected directly to our laboratory, allows you to place orders while benefiting from: the best direct-from-manufacturer price a short supply chain with no middlemen fast dispatch from our production site

Are there preferential rates for professionals?

Yes, Sensilia Laboratory offers preferential rates through a dedicated online store available on request. To benefit, contact our team at support@sensilia.com .

How are Sensilia Laboratory products manufactured?

Products from Sensilia Laboratory are developed, manufactured, packaged and shipped directly in France , at our own laboratory in St Jean d’Illac (Gironde). We control the entire manufacturing process , from raw material selection through to order dispatch. Our processes comply with strict quality and safety standards , in line with the requirements of human and animal nutrition . Rigorous quality controls are carried out at every stage: raw material verification in-process manufacturing checks finished product analysis Our customer service team, integrated within the laboratory , provides fast, accurate and personalised support.

How can I contact Sensilia Laboratory?

You can contact Sensilia Laboratory easily via: Email : support@sensilia.com (response within 48 business hours) Live chat : available every day Our team of experts, based directly at the laboratory, is here to help with any information or advice requests.

Support

FAQ

All frequently asked questions about products, the shop, orders, payment, and delivery.

Payment questions

Payment methods, security, authentication

Delivery questions

Shipping, delivery, returns

Questions about Laboratoire Sensilia

Location, manufacturing, quality