Question 1

Why was my payment declined?

Accepted Answer

Payment failure is often linked to the 3D Secure authentication (3DS) authentication system. This process, required by your bank to prevent fraud, asks you to validate the transaction (via SMS or mobile app), but other reasons can block payment:

Card declined: The bank declined the transaction (contact your bank) or the card details are incorrect.
3x payment declined: Your application with Alma was not approved. If you are having difficulty, you can pay by cheque or bank transfer, or contact our customer service team.
Promo code usage limit reached: You entered a promo code in the checkout form, but it has already been used. You must remove it and validate your order.

Question 2

Is the site secure for payments?

Accepted Answer

Yes, the Sensilia Laboratory online store is fully secure.

All transactions are protected by SSL encryption (HTTPS), ensuring the confidentiality of your personal and banking data.

Payments are also secured through enhanced authentication protocols (3D Secure authentication), used by banks to prevent fraud.

Your information is protected at every step of your order. We do not store your banking details.

Question 3

I can't complete my order — what should I do?

Accepted Answer

If you are unable to complete your order, check the following:

Incomplete information: all fields must be filled in correctly
Payment declined: invalid card, spending limit reached, or bank authentication (3D Secure) not completed, or order confirmation page not yet loaded (closed too early)
Invalid promo code: expired, entered incorrectly, already used, or not applicable
Technical issue: try refreshing the page or using a different browser

If the problem persists, contact our customer service team.

Question 4

I received bank validation but no order confirmation — what should I do?

Accepted Answer

The "Authentication successful" message from your bank only means that you have successfully authenticated the payment on your side (you are indeed the originator of the payment). It does not mean that the payment has been validated by our system. After authentication, you must wait 15 to 30 seconds for the transaction to be transmitted and for the final confirmation page to appear on the online store. If the page is closed too early, the payment is not validated. Every validated order triggers a confirmation email.

Question 5

How do I pay for my order by bank transfer?

Accepted Answer

You can choose the "Payment by bank transfer" option when placing your order. Payment details (payee name, amount, postal address or IBAN/BIC) will be sent to you by email. Your order will be shipped as soon as payment is received.

Question 6

Why is my promo code not working?

Accepted Answer

There are several reasons why a promotional code may not work:

Expiry date passed.
Already used: The code is valid for a single order only (e.g. welcome offer). If the promo code has already been used, you must remove it from the "promo code" field to complete your order. Contact our customer service team if the problem persists.
Incorrect code (typo).

Made by Fifty Seven & Ocean Vert Distribution

Sensilia/Pernixol® all rights reserved

Shop

Customer service

Legal information

support@sensilia.com

Made by Fifty Seven & Ocean Vert Distribution

Sensilia/Pernixol® all rights reserved

Shop

Customer service

Legal information

Made by Fifty Seven & Ocean Vert Distribution

Sensilia/Pernixol® all rights reserved

Shop

Customer service

Legal information

support@sensilia.com

Made by Fifty Seven & Ocean Vert Distribution

Sensilia/Pernixol® all rights reserved

Shop

Customer service

Legal information

FAQ

Payment questions

Delivery questions

Questions about PERNIXOL®

Questions about Sensilia Laboratory

FAQ

Delivery questions

Payment questions

Questions about Sensilia Laboratory

Questions about PERNIXOL®

Made by Fifty Seven & Ocean Vert Distribution

Sensilia/Pernixol® all rights reserved

Shop

Customer service

Legal information

support@sensilia.com

Made by Fifty Seven & Ocean Vert Distribution

Sensilia/Pernixol® all rights reserved

Shop

Shop

Customer service

Customer service

Legal information

Legal information

Made by Fifty Seven & Ocean Vert Distribution

Sensilia/Pernixol® all rights reserved

Shop

Customer service

Legal information

support@sensilia.com

Made by Fifty Seven & Ocean Vert Distribution

Sensilia/Pernixol® all rights reserved

Shop

Shop

Customer service

Customer service

Legal information

Legal information

FAQ

Payment questions

Why was my payment declined?

Is the site secure for payments?

I can't complete my order — what should I do?

I received bank validation but no order confirmation — what should I do?

How do I pay for my order by bank transfer?

Why is my promo code not working?

Delivery questions

Can I return a product if I'm not satisfied?

Do you deliver abroad, to French overseas territories, or outside Europe?

How can I track my order?

How do I cancel or change my order (address, product)?

How long do I have to collect my parcel from a pickup point?

I missed the pickup point delivery — what should I do?

My parcel hasn't arrived yet — what should I do if delivery is delayed?

What are the delivery options, costs and timeframes?

What should I do if I receive a damaged product (broken, leaking)?

What should I do if my parcel is marked as delivered but I haven't received it?

Questions about PERNIXOL®

What is the exact composition of PERNIXOL®?

Is PERNIXOL® compatible with other supplements or treatments?

Can PERNIXOL® be given as a preventive measure?

How long should PERNIXOL® be given?

Are there any side effects?

When will I see the first results in my dog?

Can PERNIXOL® be given if my dog has pancreatitis or liver disease?

Does PERNIXOL® cause weight gain?

What's the difference between PERNIXOL® and a standard joint supplement?

When should you use PERNIXOL® for your dog?

What PERNIXOL® dosage should you choose based on your dog's weight?

Can PERNIXOL® be used by humans?

Is PERNIXOL® effective?

Questions about Sensilia Laboratory

Where is Sensilia Laboratory located?

Can I buy directly at the laboratory?

Are there preferential rates for professionals?

How are Sensilia Laboratory products manufactured?

How can I contact Sensilia Laboratory?

FAQ

Delivery questions

Can I return a product if I'm not satisfied?

Do you deliver abroad, to French overseas territories, or outside Europe?

How can I track my order?

How do I cancel or change my order (address, product)?

How long do I have to collect my parcel from a pickup point?

I missed the pickup point delivery — what should I do?

My parcel hasn't arrived yet — what should I do if delivery is delayed?

What are the delivery options, costs and timeframes?

What should I do if I receive a damaged product (broken, leaking)?

What should I do if my parcel is marked as delivered but I haven't received it?

Payment questions