FAQ
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CONTACT US If you have a problem with your order or if you have a particular request about it, you can contact us by email at contact@matis-paris.com. We will do our best to answer you as soon as possible.
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ORDERS How to buy a product on matis-paris.com?
To add a product in your cart, you just have to click on the button "add to bag" once in the product sheet of the desired item.
To finalize your order, you will have to create your Matis customer account in order to specify your delivery information and proceed to the secure payment which will validate your order.Is it possible to cancel or modify my order?
Unfortunately, it is not possible to cancel or modify the content of your order (item, address and delivery method...) once it has been validated and paid. If you wish to return one or more items from your order, we invite you to follow the indications mentioned in the section "RETURNS AND REFUND".
I have a promo code, when and where can I use it?
Once you have added a product or validated your bag, you can insert your promotional code in the "ENTER YOUR PROMO CODE" box at the bottom of the bag summary. Then click on "APPLY" to benefit from the offer.
Can I use several promo codes at the same time?
Your coupon code allows you to benefit from a special offer. Unfortunately, you can't cumulate two or more promo codes on the same order. For this reason, the "PROMOTIONAL CODE" field can only be filled in by one code. All you have to do is choose the most attractive offer for you!
Stay informed of all the advantages you can benefit from by subscribing to our newsletter: click on "SIGN UP" in the box provided for this purpose at the bottom of any page of the site. -
PAYMENTS What payment methods are accepted?
Currently, only payment by credit card is possible.
Are the online payment on your website secure?
Payments by credit card on the site are secure, they are made via the payment solution MONETICO of the CIC bank. It uses an SSL encryption system to ensure the transmission of payment data. The matis-paris.com website does not have any knowledge of your banking information.
When will I be charged?
If your payment is authorized by your card during the online payment, you will receive an email confirmation of your order which means that you are charged. If the payment is not authorized by your card, the order cannot be taken into account and you will not be charged. You will then have the opportunity to retry a valid payment.
Can I order by phone?
For security reasons it is currently not possible to place your order by phone because we are not authorized to know your bank details. The validation of your order must therefore be done by you online.
What can I do if my payment is declined?
If your payment has been refused, you can try to place your order again, possibly by changing your bank card. If the payment is refused again, we invite you to contact your bank. In case of refused payment, your order will not be taken into account and your account will of course not be debited.
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PREPARATION, SHIPPING AND DELIVERY How long will it take for my order to be prepared?
Once your order is validated by your payment, it is sent to our warehouse for preparation. Our logistics department will then prepare your order within the limits of available stocks within an average of 48 hours. These delays are likely to be lengthened during certain periods (end of year holidays, sales...).
Where do you ship ?
The orders placed on our site matis-paris.com can be delivered in Metropolitan France (except DROM-COM) and Monaco.
What are the shipping methods available?
We propose 2 shipping methods:
- Home delivery with Colissimo
- Delivery in a Colissimo collection point
What are the shipping fees?
The cost of home delivery with Colissimo is 5,90€, and 4,90€ for delivery in a Colissimo collection point.
These shipping costs are free for all orders over 60€.What are the usual shipping delays?
The MATIS teams prepare your order within 48 working hours following your order. It is then necessary to count on average 2-3 working days for the deliveries in Colissimo at home and Colissimo Collection point.
Delivery times are the sole responsibility of the Carriers and MATIS cannot be held responsible in the event of non-compliance with the delivery times mentioned above.How can I track my order ? Will I be notified when my order is on its way?
You can access the status of your order at any time in your customer area, "Orders" tab on our website.
Your order can have 4 statuses:
- Waiting for payment: you have not yet paid for your order; your order has not yet been processed.
- In preparation: your payment has been accepted, your order is validated and has been put in preparation in our warehouse.
- Refund: for several reasons your order has been cancelled and refunded
- Prepared: our shipping department has finalized the preparation of your order; it is waiting to be picked up by the carrier.
Once your order has been taken care of by the carrier, you will receive a Colissimo tracking email in order to follow your order on their platform. The update of the status of your order on the carrier's website can take several hours
Is it possible to schedule the delivery date of my order?
It is unfortunately not possible for us to schedule or postpone a delivery.
With a Colissimo Home delivery, if you are not present at the time of delivery, your parcel is left in your mailbox if the size of it allows it. Otherwise, a delivery will be rescheduled. If you are not present at the second delivery, your order will be dropped off in a relay point near your home.
With a Colissimo Point Retrait delivery, you have 10 working days to pick up your parcel in a post office and Pickup relay, and 3 working days in a Pickup station. After this period, the package will be returned to us. Your order will then be refunded, minus the cost of return.
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RETURNS AND REFUNDS Can I exchange an item?
We do not currently offer any exchange procedures. However, you can return a product and we will refund you. See the section below.
What are the conditions to return a product?
You have a period of 15 days after receipt of your order to return the desired products against refund. The products must be in their initial state and packaging, without having been opened. Any opened or damaged product will not be refunded.
If the article is refused, because damaged, opened, broken etc, it could not be refunded and will be sent back to your address at the expenses of MATIS, without you being able to require some compensation that it is.
If you benefited from a gift offered under conditions, this one must also be sent back if the remaining amount of your order does not fulfill the conditions of the offer. In case of absence of this one, we will not be able to proceed to the refunding
How to return a product?
To return one or more products of your order, you just have to send us an email at contact@matis-paris.com specifying the number of your order as well as the returned products with their corresponding quantity. We will then come back to you as soon as we receive this information to organize the return.
For more details, you can consult our RETURNS AND REFUNDS page.Any return that has not been notified and arranged in advance with customer service cannot be processed and refunded.
You will be responsible for the shipping costs of the return. We advise you to choose a shipping method with a tracking number. Without a tracking number, we will not be able to accept any claim.
Can I return a product purchased on the website to a beauty center and vice versa?
Orders placed on our MATIS website cannot be returned or exchanged in our partner beauty centers.
Also, it is not possible to return a product purchased in one of our partners beauty centers or on another website through our MATIS customer service. Please check with the store or website where you purchased the product for their return procedures.
Are the returns free of charge?
No, you are in charge of the return shipping costs.
What is the refund period?
We commit ourselves to reimburse the part or the totality of your order within a maximum of 30 days.
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THE SAMPLES Can I choose the samples offered in my order?
No, you cannot currently select your free samples. We want you to discover all the products and Matis Réponses and to do this we regularly renew our selection of samples so that you have new things to discover in your orders.
Moreover, you may not know it but not all our products are available in samples. Others are only available temporarily.
*depending on available stock
Can I get samples before ordering ?
We do not send samples on their own, without placing an order.
Our Beauty Experts will be happy to show you the products in our beauty centers and advise you on your specific needs. Find a partner beauty center.
Also, don't hesitate to consult our website matis-paris.com for products available in travel size. They will allow you to test the product at a low price over several days, before investing in a larger format!
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MY ACCOUNT How do I create my account?
Click on the "My account" symbol at the top right of our website and then click on "Create an account". The creation of your account is necessary to order on matis-paris.com and allows you to access the history of your orders, your personal information, your invoices... Your billing and shipping addresses can also be saved in your address book for more speed when placing your order.
How do I access my account if I have lost my password?
If you don't remember your password, click on " Forgot your password?”. Enter the email address linked to your account and click on "Request a reset link". You will then receive an email within a few minutes to reset your password.
How do I change my personal information?
To change your personal information, you must log in to your customer account, by clicking on the "My Account" symbol at the top right of our site. You can then access your profile, your address book, your password, where you can modify the necessary information.
How do I get my invoices?
Your invoices can be viewed and downloaded in your customer account, by clicking on "Orders". To the right of each order, you have an action button that allows you to download your invoice or your order.
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OUR LATEST NEWS How do I subscribe to your newsletter?
It's very simple: enter your email address in the field provided for this purpose on the home page or at the bottom of any page of the site, check the box that allows us to send you our newsletter and click on “SIGN UP”. A window will open to inform you that you have received an email to validate your subscription for security purposes. Finalize your subscription to our newsletter by clicking on the link in the email you received.
How do I unsubscribe from your newsletter?
To unsubscribe, it is also very simple and fast: click on the link "unsubscribe" at the bottom of each newsletter email.
On which social medias are you present?
Discover or rediscover our Instagram account, our Facebook page and our Youtube channel. Don't hesitate to follow us to access new beauty, well-being and lifestyle contents, beauty tutorials, professional gestures...
Work with MATIS
You would like to develop a partnership with MATIS PARIS? Please contact us at contact@matis-paris.com and we will get back to you with all necessary information!
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OUR SALONS AND SPAS How to find a partner Beauty Center?
In Metropolitan France and Monaco:
To find your nearest partner outlet, go to the BEAUTY STORES FINDER (page (top left of our home page) and search for your beauty center using the interactive map, or using the search by postal code or department number. Initially, the names of the institutes are listed in alphabetical order.Internationally:
MATIS PARIS is distributed in more than 60 countries worldwide. For more information, please send your request to contact@matis-paris.com and we will get back to you as soon as possible.I want to book a treatment, how do I proceed?
Our customer service department is not able to book a treatment for you by email or by phone. You must contact directly the partner beauty center where you wish to have your treatment in order to book it by phone. Some of our beauty centers also offer online booking on their own websites or on beauty platforms.
To find the nearest partner outlet and its contact information, go to the go to the BEAUTY STORES FINDER page.
I would like to have a skin diagnosis, how do I proceed?
All of our Beauty Experts can perform a diagnosis of your skin on request. Some of our partner outlets are also equipped with our SkinAnalyzer. Thanks to this device, the beautician's skin diagnosis is completed by more advanced measurements: this device has a x60 zoom microscope, which allows your beauty expert to visualize what is not yet visible to the naked eye, but also what is located deeper in the skin layers. By taking photos and measurements of hydration, elasticity, nutrition level, skin texture, blackheads, depth of wrinkles, degree of uniformity and sensitivity, you have a diagnosis of your skin at the moment and a concrete overview of essential and priority needs. The, your beauty expert will suggest you the corresponding professional treatment and a customized beauty prescription.
If you have not found an answer to your question, please let us know by filling out our contact form. We will answer you as soon as possible.