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Frequently Asked Questions
You have got questions, here are some answers!
We have put together all the answers to the questions you have most frequently asked us.
We hope you find everything you need.
I wish to place an order
How to find an article on the site?
1. At the very top of the site is the “Search…” field where you can type in keywords according to :
. The name of the product (Longue Vie for example)
. The product subtitle (e.g. Skin Care Cream)
. an expression found in the product texts (lightening action for example)
Combine several criteria such as “Dry skin” or “lightening action” for a more precise result.
2. You can use our categories and subcategories directly to search for your item.
3. Still can’t find your item? Don’t hesitate to contact us by email at contact@guinot.com.
How do I place an order online?
Place your order on our site, in a few clicks, it’s very simple
1. Search for the item of your choice on the site (see how to find an item on the site)
2. Consult the product sheet for more information and to know the availability (see stocks and delivery time)
3. Choose the item you wish to purchase by clicking on “Add to cart”.
4. Once your products are in the basket, click on the button ” Validate my basket “.
How to know the availability ?
The availability of stocks is indicated on each product sheet, under the button “Add to cart”.
– IN STOCK
The item is currently available in our warehouse.
– OUT OF STOCK
the article is no longer available, it may be in the process of being restocked, please contact us.
Guinot’s average order preparation time is 1 to 2 business days. It is possible that a product is not in stock at the time you place your order and that this delay is longer. Do not hesitate to contact our customer service in case of doubt.
Please note that our delivery times are indicated in working days. Our team can only process orders during our business hours. Orders placed after 3pm are usually processed the next morning and orders placed on the weekend (Saturday and Sunday) can only be processed on Monday morning.
What payment methods are available?
Guinot proposes you only this mode of payment:
– Credit card (Carte Bleue, Visa, Mastercard)
– BANK CARD
The payment by bank card is entirely protected thanks to the system of payment on line of our banking partner STRIPE.
Your banking data circulate on the Internet network only in encrypted form, i.e. they are coded in such a way as to make them totally unreadable.
More information on the 3-D Secure in our GTC.
We accept Visa, MasterCard, American Express and Carte Bleue.
You must indicate :
. Your credit card number
. The date of validity
. The visual cryptogram which corresponds to the last 3 or 4 digits located on the back of your card.
What delivery methods are available?
Guinot proposes you the standard mode of delivery via the following partner:
– CHRONOPOST – 08 25 31 13 11 – www.chronopost.fr
According to the stock and the dimensions of the parcels which compose your order, a mode of delivery will be proposed to you. (more info under the heading “DELIVERY” in our GTCs)
You will be able to follow your order thanks to the tracking number which will be sent to you by email as soon as it is shipped.
Can I have it delivered to another address?
When shopping on Guinot you have the possibility to modify the delivery address on the shopping cart page, just before confirming your order.
Click on the button “add a delivery address” in the box “Delivery address”.
At any time, you can also change your details in the “My Account” section. In the “My Addresses” box.
If you decide to change the delivery address after having placed your order and its payment online, you will not be able to change it on the site. We invite you to contact our customer service by email or telephone to change your current delivery address.
Do you deliver abroad or in the DOM-TOM ?
We do not deliver in Europe and internationally.
Orders for Metropolitan France, Monaco, Corsica can be made directly online.
Customers wishing to have their order delivered to other countries outside of France are invited to contact us.
Do you have stores?
Guinot is above all professional care methods exclusively available in Beauty Salon where you can test our products in the best conditions while being advised by our qualified beauticians.
The Guinot Beauty Salon is the reference for professional face and body care and long-lasting hair removal.
All the articles in the Institute are available on our online store. However, some items are sold exclusively in Beauty Salon.
I have a hesitation...
What do you propose if I find cheaper elsewhere?
The price of the care products can be different on other sites, nevertheless know that our products come from our unique production plant in Europe. You benefit from the quality and reliability of our high-tech laboratory.
To find out more about our laboratory, please visit our institutional website www.guinot.com.
You found cheaper elsewhere ? Contact us by email.
I placed my order
When will I receive my order?
You have ordered from Guinot and we thank you. An email is sent to you each time your order is updated. You can follow the different statuses of your order at any time by going to “My Account” in the tab “My orders”. You will find the list of the different statuses.
The average preparation time of an order at Guinot is 1 to 2 working days. It is possible that this delay is longer. Do not hesitate to consult the progress of your delivery on the site of our partner Chronopost or to contact our customer service in case of doubt.
An email is sent to you when your order is shipped with your parcel number, to follow your delivery at any time. You can also consult your parcel number in the “My Account” tab “My Orders” then click on the tracking code.
Please note that our team can only process orders during our business hours. Orders placed after 3pm are usually processed the next morning and orders placed on the weekend (Saturday and Sunday) can only be processed on Monday morning.
What is the status of my order?
The average preparation time of an order at Guinot is 1 to 2 working days. It is possible that this time may be longer.
Please note that our team can only process orders during our business hours. Orders placed after 3pm are usually processed the next morning and orders placed on the weekend (Saturday and Sunday) can only be processed on Monday morning.
You can track the status of our order at any time by logging into “My Account” under the “My Orders” tab.
Here is the list of the different statuses and their meaning :
– PAYMENT ACCEPTED
Your order has been paid. A confirmation email has been sent to you with your order number. If you did not receive your email, check your SPAM box. You will be able to find your order number by logging in, section “My Account”, “My Orders” and the line corresponding to your order.
– IN PREPARATION
Your payment has been registered, we are preparing your order which will be shipped as soon as possible.
If additional time is needed to process your order, you will be informed by email.
– SHIPPED
Your order has been shipped in its entirety. An email has been sent to you with your package number. If you did not receive your email, check your SPAM box. You will be able to find your parcel number by logging in to the “My Account” section, “My Orders” and the line corresponding to your order.
– DELIVERED
You have requested the cancellation of your order or it has been cancelled by our service because the payment was not validated by our bank. You will be able to see the refund transaction on your bank account.
– PAYMENT REFUSED/FAILED
Our bank did not validate your payment transaction. The payment is therefore refused.
This can happen especially with foreign bank cards. In this case we invite you to contact our customer service to find an alternative payment.
How do I change or cancel my order?
Once you have placed your order online, you cannot change or cancel it directly on our website.
However, if your order is still being processed, nothing could be easier: send an email to contact@marycohr.com indicating your order number and explaining the situation. The order will then be cancelled so that you can place another one.
If you made a mistake and placed the same order several times, don’t panic: send an e-mail to contact@guinot.com with the numbers* of the orders to be deleted. If you have paid for the same order several times, we will refund the full amount of the cancelled order.
*You will find your order number in your confirmation email or on our website in “My account”, tab “My orders”.
I received an email confirming the shipment but I haven't received anything, what should I do?
You can check where your package is thanks to your tracking number received by e-mail. If you think your package is lost, please contact our customer service:
By e-mail: contact@guinot.com
Our teams will help you to find your package.
What precautions should I take when receiving my package?
Upon receipt of your package, please check the condition of the package and its contents in the presence of the delivery person before signing the delivery note. If this is not done and you discover afterwards that a product is broken, we will not be able to file a claim with the carrier. If the package is very damaged, refuse it by making precise and detailed reservations on the delivery note.
Then contact our remote sales service at sav@guinot.com, enclosing a photo of the defect if possible.
As part of the guarantee, we remind you that all products must be returned in their original packaging.
I received my order
How do I get an invoice?
To obtain an invoice, log on to our site in the “My Account” section accessible from the home page, enter your identifiers and click on “Validate”. Once logged in, go to the “My Orders” tab and select the order for which you would like to receive an invoice. Click on “PDF” to download your invoice. You can then print it if you wish.
My order is incomplete
You have received your order, unfortunately its content is incomplete.
Do not hesitate to send us an e-mail on sav@guinot.com indicating your order number to ensure the good progress of the operations.
I did not receive the right item
Please send an email to our customer service sav@guinot.com specifying your order number, the item ordered and the item received. The customer service will try to solve this situation as soon as possible.
How do I return an item?
In accordance with our general conditions of sale, all articles can be the object of a right of retraction, by exchange or, refunding except those carrying a contrary mention, for example the articles when the blister of protection will have been removed, etc.
From the date of receipt or withdrawal of the package, you have 30 days to return your item. Return shipping costs are at the customer’s expense.
To return your items, please complete the following return form: return form
In order to treat your case as well as possible, thank you to inform us of any return procedure by email at sav@guinot.com.
The returns are to be made to Mary Cohr Service SAV, 77 Dammarie Les Lys. The right of return could be accepted only for the complete products, in their state of origin (packing, accessories, note) with a copy of the purchase invoice. Items returned incomplete, damaged or soiled by the Customer will not be accepted. Please note that no cash on delivery will be accepted for any reason.
Can I switch?
From the date of receipt or withdrawal of the package, you have 30 days to return your item. The return costs are at the customer’s charge.
In order to best process your case, please inform us of any return procedure for exchange by email at sav@marycohr.com.
If the new order is for a higher amount, the user will have to join to the exchange request the payment of the remaining amount. Conversely, if the amount of the exchange is less than the initial amount, the user will receive upon receipt of the request a check letter or a credit for reimbursement of the difference.
You will receive an e-mail confirmation of the shipment of your exchange order with the tracking number of your package.
How do I get my money back?
– REFUND FOLLOWING A RETURN
You ordered an item on our site, you received it but it does not suit you? You can make a return for refund.
From the date of receipt or withdrawal of the package, you have 30 days to return your item. The return costs are at the customer’s expense.
To return your items, please complete the following return form: return form
In order to best process your case, please inform us of any return procedure by email at sav@guinot.com.
Once your item has been returned, we will refund you within 15 days after we have received the products. The refund of a purchase in cash, will be carried out by any means of payment.
– REFUND FOLLOWING A CANCELLATION OF ORDER
You have ordered on our site but you have changed your mind? If your order has not yet been shipped, you can cancel your order and request a refund.
Once your request has been processed by email, we will refund you within 8 to 10 days. You will be able to see it quickly on your bank account.
How do I leave my opinion on a product?
This feature is available, login, then go to the product or care you want to comment, we will publish your comment after moderation.
How can I give my opinion about Mary Cohr?
Your opinion is important to us! Do you like Guinot? Do you see areas for improvement?
Let us know!
We are curious to know your impressions.
Share your experience with Guinot’s services and catalog on the many certified social network sites where you can also consult numerous customer reviews.