1. MY HUILING ACCOUNT

Create an account on Huiling?
To create your account, click on the following link: https://huiling.fr/gb/login?back=my-account
Enter your last name, first name, email address, your password and confirm it at the bottom. The "Identify yourself" tab available at the top right of the home page does not give access to your Huiling account.

To subscribe / unsubscribe from the newsletter?

To subscribe to our newsletter, simply go to the "Footer" section of our home page and enter your e-mail address. If you wish to unsubscribe, you can do so via the "unsubscribe" link at the bottom of all our newsletters.

Delete my account?

In order to delete your account, we invite you to contact our customer service by email at: help@huiling.fr.

2. MY ORDERS AND PAYMENT ON HUILING

Place an order on Huiling?

To place an order, please follow the following steps:
1 / Select one (several) product / s
- Select the products by browsing on www.huiling.fr and add them to the basket by clicking on the "Add to basket"
- Your basket is displayed at the top right of the navigation page
- each time you add a product to your cart, you can either access the cart ("Cart" button), finalize your order ("Order" button) or continue your purchases on the site ("Continue shopping" button)
2 / Checkout validation
- To validate your basket, select "Order"
3 / Identification or registration
- If you are not connected to your Huiling account, this step will allow you to create your account or identify yourself to finalize the order by indicating your email address and password. Here you can edit / add your personal information and your delivery address.
4 / Choice of delivery
- Choose between delivery services and the delivery address or pick-up station of your choice
5 / Payment
- Select your payment method and select "I have read the general conditions of sale and I adhere to them without reservation "
- Then click on the button "Order with obligation to payment"
- Your order is now validated, you will receive an email titled "[Huiling] Order Confirmation" and another indicating your payment status, for example
"[Huiling] Payment accepted"

Modify or cancel an order?

As long as you have not validated your order, you can add or remove products as you wish.
Once validated, your order is firm and final and can no longer be modified or canceled from your customer account.
You can however make a cancellation request within next 24 hours by clicking here:
https://huiling.fr/fr/nous-contacter indicating the reference of your order but cancellation cannot be guaranteed.

Payment methods?

On Huiling.fr, you can pay for your orders easily and securely by credit card.
We accept French bank cards bearing the initials CB (Carte Bleue) or credit cards bearing the initials VISA, Maestro and MasterCard. You can also pay through your PayPal account and directly by bank transfer.
If you choose the last option, you will receive an email with our bank details.

A minimum order amount?

Yes, the minimum order is 10 euros.

When will I be charged for my order?

Your order will not be invoiced until your order has been confirmed. If we cannot ship any of the products, of course the amount will be adjusted.

Is my payment on Huiling secure?

Your payment is 100% secure thanks to our partner SP Plus PRO, the online payment solution of the Caisse d'Epargne. Payment can be validated after entering a 3D Secure code provided by your bank and communicated by SMS.
The SP Plus PRO system is highly secure. All card payments are made on the SP Plus Pro Caisse d'Epargne servers. Your data cannot be detected, intercepted or used by third parties.

How can I get the invoice for my order?

To obtain your invoice, simply connect to your Huiling account and go to 'ORDER HISTORY'. Here you can download your invoice. In addition, it will be sent to you automatically by e-mail once your payment has been validated.

Are you a professional and want to know how to order?

You can reach our "professionals" service by phone at +33 6 61 27 21 97 or by email at hello@huiling.fr.
You can also find out more by clicking on the following link: https://huiling.fr/gb/content/12-for-professionals

3. CUSTOMER SERVICE

My right of withdrawal?

Only products that are intact, unopened and in perfect condition can benefit from the right of withdrawal.
For these non-perishable products, you have 14 days from the delivery date to retract.
You must send us the withdrawal form available at the bottom of this page: https://huiling.fr/gb/content/3-sales-conditions or any other unambiguous declaration regarding its withdrawal.
This form or declaration can be sent to the following postal address: 35, rue du Professeur Victor
Pauchet, Les Tilleuls building, 92420 Vaucresson or by e-mail to the following address: retractation@huiling.fr
We will acknowledge receipt of the return request by sending you a confirmation email.
Once the withdrawal form has been sent, a new period of fourteen (14) days is allotted to you to return the unwanted products in their original packaging with a copy of the invoice from the confirmation email, for exchange or refund, without penalty, with the exception of

What if I haven't received my order?

As a first step, we invite you to follow your parcel from the details of your order available in your Customer account under "Orders" or use the link in your order confirmation email. Then use the tracking number to track your package on:
Colissimo: https://www.laposte.fr/outils/track-a-parcel?code=8V64013519508
or Mondial Relay: https://www.mondialrelay.fr/suivi-de-colis/
If the requested information is not available on the tracking of your order, we invite you to contact
Colissimo:
- from France: 3631
- from abroad: 0810 821 821
or Mondial Relay: 09 69 32 23 32 or by e-mail follidecolis@mondialrelay.fr

My order is not compliant, who should I contact?

If, upon delivery, the exterior appearance of the package is not perfect, you must open it in the presence of the carrier to check the condition of the products.
If the package is damaged, you must refuse it. The carrier will notify us. Upon receipt of these information, we are committed to returning an identical package to you as soon as possible.
In the absence of a damaged package, if the product does not correspond to your order, the provisions of Article 9
https://huiling.fr/gb/content/3-sales-conditions are applicable.
For any information, complaint or question relating to the remote sales conditions put in place by Huiling or the products themselves, you should contact customer service at the following address: help@huiling.fr recalling your order number.
For any other question, the most efficient way is to send your message to Huiling customer service at : help@huiling.fr or on the link: https://huiling.fr/gb/contact-us.

What if my package appears damaged?

We strongly recommend that you open your package in the presence of the delivery person upon receipt of the package.
Even if the delivery man urges you to sign the delivery slip in order to continue his tour, do not sign until you have checked the contents of the package and the condition of the goods.
If the packaging of the parcel and / or its contents are damaged, express your reservations on the delivery slip detailing the problem.
We then invite you to photograph the damaged products still in the packaging and send them to us as quickly as possible at help@huiling.fr (inside and outside).
Warning ! Although they are rare, there may be risks due to transport delaying the delivery of your order, however this cannot be the subject of a refusal on your part or the exercise of the right of withdrawal on the perishable goods.
We are not responsible for transport and thank you in advance for any contingencies that may occur during the transport of goods.

What if I want to return my product?

What if I want to return my product?
You can return a product for 14 clear days after receipt of your order without having to justify any particular reason, provided it has not been opened or
damaged or broken and that it is in its original packaging (instructions, accessories, protective film, etc.).
All you need to do is follow one of the 2 available procedures.
First procedure
1 / Contact customer service by email (Section
“Contact us”, Subject *: “Customer service” on the link: https://huiling.fr/gb/contact-us.
2 / In the “Order reference” area, enter the order number
3 / In the “Message” area, indicate that you wish to return this product + the references of the products to be returned.
4 / You can also send us a photo or a document in the “Attachment” area
5 / A confirmation acknowledging receipt of the request will be sent to you by email.
6 / Return the package (postage at your expense), along with the invoice and a copy of the confirmation email to the following address: retractation@huiling.fr
7 / On receipt, you will be refunded on the payment method used when ordering within a maximum of 30 days.
Second procedure
You can also go to your Customer Area, mark the product you want to return and enter a message with the reason for the return. You will then receive an email confirming your request.
Return the package (postage at your expense), along with the invoice and a copy of the confirmation email to the following address: retractation@huiling.fr
Upon receipt, you will be refunded to the payment method used for your order within a maximum period of 30 days.

Product availability?

Our product offers are valid as long as they are visible on the site, while stocks last.
In the event that a product is unavailable after placing your order (stock error, product breakage), we will notify you by email or telephone. We will then offer you the reimbursement of the missing product (s) by credit card or Paypal no later than 14 working days from your decision.

4. DELIVERY

Delivery time ?

We are committed to doing everything in our power to ensure that any order received before 10 a.m. the next working day leaves our warehouses within 48 hours. The average times observed since our deposit are as follows:
● Sending by Colissimo for France: 48 hours.
● Colissimo return for France: 48H
● Sending by Colissimo for abroad:
From D + 5 to the OM1 zone, excluding Mayotte and St-Pierre-et-Miquelon
From D + 7 to the OM2 zone, Mayotte and St-Pierre-et-Miquelon
● Colissimo home and European pick-up point: from D + 3. Offer valid for 30 European countries
● Colissimo Expert / Colissimo International Return shipment: to
from D + 3. Hourly commitment on 40 destinations
● Mondial Relay shipping: 2-3 working days
In case of deliverables on different dates taking into account their availability, the delivery time is based on the longest time. We reserve the right to separate deliveries.
You can be informed, in real time, of the delivery status of your order on the carrier's website, which will be communicated to you by e-mail during shipment.

How do I track my package?

In order to know the shipping time of your products, we recommend that you follow your package from the details of your order available in your Customer Account under "Orders" or use the tracking link (also appearing in the e-mail confirmation of your order).
With the Colissimo / Mondial Relay tracking number, you can
also follow it directly on the following link:
Colissimo:
https://www.laposte.fr/outils/track-a-parcel?code=8V64013519508
or Mondial Relay: https://www.mondialrelay.fr/suivi-de-colis/

Will I receive packages from different producers separately?

Yes. If you have ordered products from different brands, they will be delivered in different packages.

Where will I be delivered?

Huiling delivers to home or to any other address indicated by you when confirming the order + at a Pickup Point. We deliver in mainland France, Overseas, EU, non-EU and World.

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