FAQ

To help answer any queries you have about Petite Marie Organics, our products, the online store and the services and features it offers, we have compiled a comprehensive list of our customers' most frequently asked questions. We hope you will find the answers you need here.

Where are you located?

In June 2011, Petite Marie Organics has moved to Switzerland. We are located in Zurich area. Most of our products are still made in England but will become Swiss made later in 2011.

Can I alter the details in my Petite Marie Organics online account?

Before you can place an order at the Petite Marie Organics online store, you must create a customer account. You can alter the information you give us at any time by logging into My Account section. Please see our privacy policy for details of how we use the information you provide.

Which payment methods do you accept online?

Payment can be made by Paypal, Visa, MasterCard, Delta, Electron, Solo, Maestro and Switch.

At what stage is my credit card charged?

Your credit card is charged when your order is despatched. If any of the products you order are temporarily out of stock, they will be sent to you as soon as they are available and your credit card will be charged at the point of despatch. 

 Is it safe to use my credit card on your website?

Petite Marie Organics values its customers, and any information we collect about you is held with the utmost care and security. We use the latest encryption technology to ensure that all transactional information is protected to the highest standards. This includes credit or debit card details, your personal contact information, names and addresses you provide for delivery to another address, and your purchasing history.

If you have given your consent prior to entering the details required for the ordering process, our website will retain your Petite Marie Organics account details including your name, address, email address and purchasing history. However, each time you log into your Petite Marie Organics account to create a new order you must re-enter your credit card details. Please see our privacy policy for further details.

Will I receive an order acknowledgement by email?

In order to set up your Petite Marie Organics customer account and purchase goods online, you will have provided us with your email address. You will receive an order acknowledgement at this email address.

Where can I purchase Eve Lom products?

You can easily shop for Petite Marie Organics products online: just register and follow the on-screen instructions. 

How can I obtain product samples?

At Petite Marie Organics, we believe that product sampling is an opportunity to prove to our customers that our products deliver the results we promise. For this reason, we only give samples after we have identified your skincare needs.  Please tell us about your skincare concerns and we will be happy to send you some samples. Delivery charges will apply. Please take a look at Samples section in the products menu.

How can I find out the ingredients in a product?

You can view the ingredients in any of the Petite Marie Organics products sold in our online store. We list all product ingredients according to international requirements in cosmetic ingredients listing.

Do you test products on animals?

Petite Marie Organics is against animal testing. None of our products are tested on animals.

Are all the products you sell hypoallergenic?

All the products in the Petite Marie Organics range are allergy tested. If you know of an ingredient that you are allergic to, please view the ingredients listing for a product before deciding to make a purchase. We recommend patch tests for customers using new products. If you suffer from a skin condition such as eczema or psoriasis, please consult your healthcare provider before trying a new product.

Can I use Petite Marie Organics products if I have sensitive skin?

All Petite Marie Organics products are allergy tested. However, everyone's skin is unique and it is impossible for us to determine about how your skin will react to every ingredient.

If you know of an ingredient to which you are allergic, please view our products' ingredients listings before deciding to make a purchase.

 Because even the most gentle ingredients can cause sensitivity in certain people's skin, we recommend patch-testing a small amount of product on the inside skin of the wrist first.

How do I carry out a patch test?

The inside skin of the wrist is the best place to carry out a patch test. Simply apply the product to the area and if irritation occurs, usually characterised by a rash, a burning, prickly or tingling sensation, redness or any other temporary discoloration of the skin, remove the product immediately with warm water and a damp cloth.

What if I have an allergic reaction to a product?

If you have carried out a patch test, as explained above, and have subsequently experienced an allergic reaction, please contact Petite Marie Organicscustomer services team.

Are Petite Marie Organics products suitable for use on children?

Children's skin is generally more sensitive than adult skin. Because of this, it is impossible for us to recommend about the use of our products on children. Some of our products are safer for use on babies and small children.

If you would like help on this matter, please contact our customer services team.

Can I use Petite Marie Organics products if I am pregnant?

Some of our products contain essential oils which are not suitable for use during pregnancy or while breast-feeding. For specific advice, please contact our customer services team.

How can I check the status of my order?

Once we have received your order, Petite Marie Organics will email you with your order number. Please quote this number in all correspondence. You can also check your order history online.

Can I have my order gift wrapped?

If you would like your order sent as a gift, please contact our customer service team with your order number and any information you would like to include with your order. We can send your order with a card - just let us know what would you like to say in it.

Can I return the goods I have ordered?

Petite Marie Organics hopes you will be delighted with your order. However, if you are not completely satisfied, we are happy to offer a refund, exchange or replacement on all goods returned to us within 14 days of receipt, provided they are in their unopened and unused condition and original packaging. Please note that delivery charges are not refunded. For their own security, international customers should return goods using a service with tracking, such as recorded delivery. 

What if I want to cancel my order?

In addition to our returns policy, under British distance-selling regulations you have the legal right to cancel your order within seven working days from receipt of the merchandise, providing you send us notice of cancellation in writing and return the merchandise to us. Please see the cancellation rights section of our terms and conditions.

How long will it take to receive a refund?

Your payment will be refunded by Petite Marie Organics as soon as possible, no later than 30 working days after we have received the goods. A refund will be given by the original payment method.

Is it safe to give you my email address?

To make a purchase on the Petite Marie Organics online store, you are required to register and create a customer account. To do this, you must provide information about yourself including your email address. We will use this information to acknowledge your order and communicate with you should there be any issues fulfilling your order. Any information we collect about you is held with the utmost care and security. Please see our privacy policy for details.

Why do you want my name, address, email address, telephone number etc?

Petite Marie Organics asks for these details so that we can provide you with the goods and services you request, deliver goods correctly and contact you in case there is a problem issuing your order. If you have agreed, we will contact you to keep you up to date on our latest products, promotional offers and in-store events.

Is it safe to use my credit card on your website?

We use the latest encryption technology to ensure that all transactional information is protected to the highest standards. Transactional information includes any credit or debit card details, your personal contact information, any other names and addresses you provide when you place an order for delivery to another address, and your purchasing history.

If you have given your consent prior to entering the details required for the ordering process, our website will retain your Petite Marie Organics account details such as your name, address, email address and purchasing history. 

Do you use cookies on your website?

Petite Marie Organics online ordering system uses cookies to record a unique reference on your computer. 

The use of cookies allows us to remember the goods in your shopping bag and means you will not have to re-enter the basic contact details you provided when first setting up your Petite Marie Organics account. Our cookies do not remember your credit card details.

Will I be able to use your site if I have disabled cookies on my browser?

You may experience technical difficulties using our website if you have disabled cookies. If you have disabled JavaScript you will not be able to use this website.

What if I have forgotten my password?

When you created your customer account, you provided a password reminder. Simply click on the link on the register or login page and your reminder will be displayed.

If you still cannot remember your password, simply click on the relevant link and an email containing your decrypted password will be sent to your email address.