Sensilia Laboratory is a French, family-owned and independent laboratory based in Gironde, France. Since 2019, we have been researching and manufacturing healthy, innovative wellness products.
This page is intended to provide you with all useful information regarding shipping, returns, and exchanges.
For any additional questions, our customer service team is at your disposal.
support@sensilia.com
+33 5 54 54 00 79
Orders placed on the Sensilia website are prepared and shipped directly from Laboratoire Sensilia, without the use of an external logistics provider or intermediate warehouse.
This arrangement allows for:
Sensilia delivers to:
Shipping costs and delivery times vary depending on the destination and are displayed before final order confirmation.
Pickup point delivery is free for orders over €50.
Orders are shipped Monday through Friday, every day at 2:30 p.m.
Upon shipping, a confirmation email containing a tracking link is sent to the Customer. A second email is sent upon actual delivery of the parcel.
Parcels delivered to a pickup point must be collected within 7 calendar days from the date they are made available.
After this period:
It may happen that the pickup point chosen at checkout is temporarily unavailable (exceptional closure, saturation, parcel quota reached), for reasons beyond Laboratoire Sensilia's control.
In this case, the carrier may redirect the parcel to another nearby pickup point.
If the alternative pickup point is considered too far from the initially chosen address, the Customer is invited to contact Sensilia customer service.
After review of the situation, a reshipment of the parcel may be considered.
In case of absence during home delivery:
The Customer is informed by email.
It may happen that a parcel's tracking does not update for several days after shipping. This situation is generally due to a scanning delay by the carrier and does not necessarily mean the parcel is lost.
If tracking has not updated for more than 7 business days after shipping, the Customer is invited to contact customer service.
A claim may be filed with the carrier to locate the parcel.
Depending on the outcome of the investigation, an appropriate solution will be offered (reshipment or refund).
Laboratoire SENSILIA products are not subject to the cold chain.
They can be transported and kept unrefrigerated for several days, as long as they have not been opened, without any health risk.
If you receive a damaged product (breakage, leak, deterioration):
After verification, a reshipment or refund will be issued depending on the situation.
If an item is missing from your order, please contact customer service. The missing item will be shipped as soon as possible.
If an error is found in the delivery address:
As long as the order has not been shipped, we will do our best to correct the address.
Once the order has been shipped, it is generally no longer possible to modify the address. If the parcel is returned to the sender, a new shipment may be arranged, with fees potentially charged to the Customer.
Sensilia cannot be held responsible for delivery delays or failures due to an incorrect or incomplete address.
As long as the order has not been shipped, it is possible to request:
The request must be sent to customer service as soon as possible.
Once the order has been shipped:
A change of pickup point may be considered upon request, subject to feasibility.
After the carrier has taken charge of the parcel, changing the pickup point is generally no longer possible. The carrier may however redirect the parcel in case of unavailability of the initial point.
Returns are accepted only:
Products must be:
Return shipping costs are borne by the Customer, except in case of an error attributable to Sensilia.
The 60-day satisfaction guarantee applies exclusively to the following products:
purchased on the Laboratoire Sensilia online store.
The Customer has 60 days from the date of purchase to submit a return request.
To be eligible:
The Customer must:
SENSILIA
277 rue du Camp de Souge
33127 Saint-Jean-d'Illac – France
Sensilia customer service is open Monday through Friday, excluding public holidays.
Closed on Saturdays, Sundays, and public holidays.
Any request submitted outside business days will be handled on the next business day, within a maximum of 24 business hours.
For any additional questions, we invite you to visit our FAQ.