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    FAQ

    Do you have any questions about Eona or its products? Find below the answers to the most frequently asked questions.

    My order

    How do I know if my order has been processed?

    An order confirmation is automatically sent to you by email after validation of your payment. This order confirmation contains your order number and payment reference, to be kept for your order tracking purposes.

    How do I track my order?

    You can track your orders at any time by accessing your account using your username and password. Your current orders and their status are displayed.

    Can I change my order after it has been confirmed?

    Once your order has been confirmed, it is processed by our logistics team and shipped. Your order can then no longer be modified.

    What payment methods are accepted?

    We accept payment by credit card or Paypal. We also accept payment by cheque to Eona Laboratories. Your order will be processed upon receipt of your cheque.

    Can I order safely?

    Yes, online payment by credit card is totally secure. All our banking transactions are encrypted (SSL protocol) and directed automatically to our banking institution. Your credit card number never passes through our information system and is therefore not stored on our servers. This is why we will ask you to enter your credit card number for each order.

    PayPal helps to protect your credit card information with the best security and fraud prevention systems on the market. When you use PayPal, your financial information is never shared with eona-lab.com. Payment is made directly on the Paypal website to guarantee maximum security. Payment is therefore 100% secure.

    Can I order otherwise than on the Internet?

    Yes, you can also place your order by:

    • Telephone: 01 60 78 93 03 : Monday to Friday from 9am to 12.30pm and from 2pm to 6pm. Your order will be processed directly.
    • Mail to: Laboratoires EONA ZA du Chenêt - BP 15 91490 Milly la Forêt. By sending us back your order form.

    What are the delivery times?

    As indicated in our Terms and Conditions, all orders received during the day are processed no later than the following day* for immediate shipping. The average delays recorded are:

    • for France: 2 days
    • for Europe: 2 weeks

    With the exception of electrotherapy equipment (average delivery time of 10 days) and orders placed during the company's holiday periods (Christmas and summer holidays).

    What are the shipping costs?

    Shipping costs vary depending on the destination country. They are from: 

    • 2.50€ for metropolitan France by letter. Valid exclusively for the shipment of essential oils in 1ml, 5ml or 10ml packages, limited to 3 vials per order.
    • 4,5€ with Pickup for individuals (metropolitan France)
    • 6€ with Colissimo tracking for individuals (metropolitan France)
    • 11€ with DPD - Exapaq for professionals (metropolitan France)
    • 12€ with Colissimo tracking for professionals (metropolitan France)
    • 15€ for Europe and nearby countries 

    For metropolitan France only, delivery charges are free when the order exceeds 60 euros for individuals or 200 euros for professionals.

    Do I have to provide my contact details with each order?

    All your details are stored in our databases, so you do not have to re-enter them each time you place an order on our site. After activating your account on our site and filling in all the fields corresponding to your personal data, you will only need to log in using your login and password and contact details will be automatically pre-entered when you place future orders. You just have to check this information and possibly modify it before confirming your order.

    Can I order for another person?

    Yes, when you place your order, all you have to do is indicate in the delivery details the name and address of the person for whom you are placing your order. They will receive it, as quickly as if it had been for you. The distinction between "personal data" and "delivery data" is very useful if you want to give a gift to the person of your choice or if this person does not have internet access.

    My account 

    Do I need to create an account to order?

    Your account contains all the data necessary for the proper processing of your orders. It is, therefore, necessary to create one for all orders. You can create it before placing an order by logging to "My Account" or when you place your first order, i.e. after you have confirmed your cart.

    Why create an account?

    The advantage of creating an account is that you will no longer have to provide your details again when you place your next order: when you have identified yourself using your registration email and password, all your details will be pre-filled in the ordering process and you will only have to check or modify them before validating them.

    Are my personal data secured?

    Yes, your personal data is only used to manage your order and shipping. They are stored in our databases so that you do not have to enter them again each time you place a new order. They are never transferred to third parties for any reason whatsoever. In addition, in accordance with the law on " Data Processing and Privacy " of January 6th, 1978, you have the right to access, modify and delete any personal data about you.

    To exercise this right, simply send a letter to: 
    Laboratoires EONA Z.A. du Chenêt – 
    BP 15 91490 Milly-la-Forêt

    Or send an e-mail to : service.clients@eona-lab.com

    How do I modify my personal data?

    You can modify your personal data (email address, password, personal details or delivery details) at any time by visiting your account.

    I forgot my password, how do I proceed?

    If you can't remember your password, go to "My Account", and click on "Forgotten Password? ». Then enter your email address, your password will automatically be sent to this address