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FAQ

 

 

Privacy policy

  • Privacy or security practices


    Privacy or security practices

    In order to set up and manage your account, so you can place orders, Origines collects information about you. Origines has a right to share your information externally with other partners when we have your consent to do so.

     

    Further to the law Informatique et Libertés du 6 Janvier 1978 modifiée you have a right to access, change, correct or delete personal information that you provided www.origines-parfums.com with. To do so you can contact us by post : SAS DIVABOX - CS 14001, 20700 AJACCIO CEDEX 9.

     

    If you no longer wish to subscribe to Origines newsletters, you can unsubscribe simply by clicking on the unsubscribe link in one of our newsletters or by logging into your Origines account, clicking ‘unsubscribe’.

  • Payment Methods


    Payment Methods

    HiPay

    The secure online payment is guaranteed by HiPay .

    There is no payment details saved to your account or stocked in our servers.

    HiPay provides its clients with the most innovative and secure end-to-end electronic payment processing solutions. The basic concept of the protocol is to tie the financial authorization process with an online authentication. The protocol uses XML messages sent over SSL connections with client authentication.

  • Refund due to a lost or stolen parcel


    Refund due to a lost or stolen parcel

    If your estimated delivery date has passed and you haven’t received your order, please contact us so we can help you further. We will contact Colissimo and report the loss/damage of your parcel. We will also send you the claim form which you can mail back to us with a copy of your ID or passport within 14 calendar days.


    If Colissimo confirms that the parcel has been stolen or lost, a full refund or a new shipment will take place.

  • Order issues


    Order issues

    You can return any faulty or incorrect item for exchange within 60 days of receiving your original order. If you are not satisfied with your order (incorrect item, missing item, faulty item), please contact our Customer Service with the order number. We will resolve the issue for you as quickly as we can.

    We will send you a returns note for your order. We will send you an email as soon as we’ve completed your return. The full refund will automatically be issued to the payment method you used to place your original order.

  • 100% Authentic


    100% Authentic

    Origines is a French perfumery that collaborates with the best perfume houses.

    We guarantee that all products in our store are original designer fragrances.

    We would like to inform you that fragrances or packaging can be adjusted by brands which is beyond our responsibility and control.

 

My Account

  • Do I have to create my account ?


    Do I have to create my account?

    You have to create your account if you want to place an order on Origines. It's simple to do and allows you to order easily without filling in your details every time you shop with us.

     

    You will also receive benefits such as order tracking, regular newsletters, and special offers. You can join now, or you can start shopping straight away and set up your account when you check out.

  • Log In


    Log In

    You must sign into your account before you can shop with us or if you want to see or track your orders. Please use your login email and a password.

    Your password must contain at least 6 characters (upper and lowercase letters or numbers). Special characters are allowed.

    If you have forgotten your password, please click on "Forgot Your Password ?" below Sign In. We will send you an email with a link that will allow you to create a new password for your account.

  • Shipping and Billing Addresses


    Shipping and Billing Addresses

    Once your account is registered, please check your account information just to make sure we have the right details for you. Correct shipping and billing addresses guarantee that the delivery of your order goes well.

    All fields are compulsory except for the field ‘Province/County’.

    Billing address is considered as default shipping address. You can still add, remove and update your address details by logging into ‘My Account’ and by clicking on the ‘Address Book’, ‘Add New Address’.

  • How to edit my email address ?


    How to edit my email address ?

    If you want to edit your email address on www.origines-parfums.com, please contact our Customer Service.

    We will edit the email address in your account and send you an email to confirm your new email address.

     

    You can also edit your email address in ‘My Account’, ‘Account Information’.

  • What happens if I forget my password ?


    What happens if I forget my password ?

    If you have forgotten your password, please click on "Forgot Your Password ?" below Sign In. We will send you an email with a link that will allow you to create a new password for your account.

 

My Order

  • How can I search for items on the website ?


    How can I search for items on the website ?

    Looking for something in particular? Type it into the ‘Search’ box at the top of the page and click on the magnifying glass. Don’t forget to check the spelling or try a different one if it doesn’t work.

    Or, you can browse through what's available, select a category from the drop downs under ‘Fragrance’, ‘Make Up’, ‘Face’, ‘Body’, ‘Hair’. We’ve also got a full list of the brands. You can then narrow your search by selecting product type and size.

  • Shopping Bag


    Shopping Bag

    After you found your item, add it to your shopping bag and when you are done shopping, follow the instructions on screen to complete your order. You can also edit your shopping bag (remove an item or change the quantity).

    If you have added something to your shopping bag, it will be reserved for 60 minutes. After 60 minutes it will be removed so other customers can buy it.

  • Payment Methods


    Payment Methods

    Credit Cards
     
    We accept all major credit cards for payment including :
     
     
     
     
    Origines provides safe and secure checkout by encrypting your credit card information using SSL. The secure online payment is guaranteed by Credit Agricole E-Transactions and by HiPay. There is no payment details saved to your account or stocked in our servers.
    When your credit card is authorized, funds are put on hold until the transaction is completed. When the order is shipped, the payment is processed.

     

    Bank Transfer

    Once you have placed your order, it will be sent to our warehouse to be processed and packed for shipment. During this time, your order status will appear as "In Progress."

    Once we have received your bank transfer and your order has left our warehouse, the order status will appear as "Shipped".

    Here are our bank details :

    | Bank:11315| Counter:00001| Account:08009424887|Key:27 |

    | IBAN : FR76 1131 5000 0108 0094 2488 727 | BIC : CEPAFRPP131 |

    | Bank Domiciliation : CAISSE D'EPARGNE PROVENCE ALPES CORSE | Holder: SAS DIVABOX - Z.I. du Vazzio - 20090 AJACCIO |

  • Track my order


    Track my order

    Once your order has left our warehouse, the order status will appear as "Complete". You’ll be able to follow your order. Please log into ‘My Account’ and click on ‘My orders’.Just click the link in Order Shipments and you’ll be able to follow your parcel.

     

     

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  • Canceling an order


    Canceling an order

    Before you place your order, you can view the contents and the total amount in your shopping bag.

    Once your order has been submitted successfully, the order will be in a "Processing" status. The only time that you can cancel your order is during "Processing" status. Once your order enters the shipping process by being "Complete", no further changes can be made. To cancel your order please contact our Customer Service.

    If the order is "Complete" we are unable to cancel your order. You can return your items free of charge for a credit to your account: Returns policy.

  • Order Processing


    Order Processing

     

    If you have placed an order online you can view information on your order in ‘My Account’. If you do not see your order displayed in this section then it was not placed and you must return to your ‘Shopping Bag’ and complete the checkout process again.

     

  • Print your order confirmation & invoice


    Print your order confirmation & invoice

     

    If you have placed an order on our website you can view information on your order in ‘My Account’. You can click on ‘Invoice’ in order to print the invoice in PDF format.

     

     

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Shipping Information & Returns

  • Shipping Costs & Delivery Times


     

  • Edit your shipping address


    Edit your shipping address

    You can add or update shipping address details by logging into ‘My account’ > ‘Address Book’ > ‘Add New Address’ button or ‘Change Shipping Address’ button. Or when you place an order click on ‘+New Adress’.

     

  • Track your order


    Track your order

    Immediately after you have successfully placed your order with Origines, you will receive an e-mail with your order details. The order confirmation e-mail includes your order number, products ordered and prices, your ship-to and bill-to information, and the shipping method. Use this order number if you have any questions about the status of your order.

    You will receive a shipping confirmation email from our warehouse once your order is on its way. Simply click on your tracking link on this email to view the up to date tracking. Your tracking link will be able to provide up to date information on the status of your order.

     

    If your estimated delivery date has passed and you haven’t received your order, please contact our Customer Service so we can help you further.

  • I didn’t receive my order


    I didn’t receive my order

    If your estimated delivery date has passed or your order is announced ‘Delivered’ and you haven’t received your order yet, please check if a third party (a family member, a neighbor or a co-worker) could receive the delivery.

     

    If you still cannot find your parcel, please contact our Customer Service. We will get in touch with Colissimo and report the loss of your parcel. More information here : Refund due to a lost or stolen parcel.

  • I’m not in when my order arrives


    I’m not in when my order arrives

    We know how important it is to receive your goods when you expect them, especially if you've ordered something for a specific occasion, and we use a large network of couriers to deliver goods. Someone needs to be in when your parcel is due to be delivered as we need a signature. If you are not in when your order arrives, our carrier will try to deliver more than once. Alternatively they will leave a card confirming they have either left it with a neighbour, when they will try to redeliver or give you details on how to collect it.

  • What is your returns policy for orders sent in the EEC ?


    What is your returns policy for orders sent in the EEC ?

     

    If you want to return your order or an item from your order please contact our Customer Service or find more information here:

     

    • I have made an error in my order, how can I return it?

    • How can I return a faulty/incorrect item?

     

  • I have made an error in my order, how can I return it?


    I have made an error in my order, how can I return it?

    You can return any item for a refund within 14 days of receiving your original order. It needs to be in its original packaging and in blister-packaged form, to include all the accessories, and to be accompanied by a copy of the receipt. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you.

    You must obtain a Return Authorisation Number before any item(s) can be returned.

     

    Request a Return Authorisation Number by calling 00 33 4 95 51 60 39 Monday through Friday 8:30 a.m. to 5 p.m., and, Saturday 8:30 a.m. to 12 a.m., or by sending an email to info@origines-parfums.com . Return items using your local postal services. They will have to be returned at your cost. Please obtain a Post Office receipt as proof of postage.

     

    Carefully pack the item(s) being returned along with a copy of the receipt and ship to:

    S.A.S DIVABOX
    Service Retour
    CS 14001
    20700 AJACCIO CEDEX 9

     

    Refunds for items returned by post are credited to the original card used for payment. We will send you an email as soon as we’ve completed your return. This is usually within 14 working days of receiving your return into our warehouse. The refund will automatically be issued to the payment method you used to place your original order. This typically takes 7 working days in France, depending on your payment method issuer.

  • How can I return a faulty/incorrect item?


    How can I return a faulty/incorrect item?

    You can return any faulty / incorrect item for exchange or refund within 60 days of receiving your original order from www.origines-parfums.com.

     

    You must obtain a Return Authorisation Number before any item(s) can be returned. Request a Return Authorisation Number by calling 00 33 4 95 51 60 39 Monday through Friday 8:30 a.m. to 5 p.m., and, Saturday 8:30 a.m. to 12 a.m., or by sending an email to info@origines-parfums.com.

     

    We will send you a returns note for your order. Please peel off the Colissimo label from your returns note, and attach it onto your parcel. Take your parcel into any Post Office. Remember to ask for a proof of return receipt. The return can be tracked using the tracking reference from your receipt at www.colissimo.fr. We’ll send you an email as soon as we’ve completed your return.

  • My parcel was damaged during the delivery, what should I do?


    My parcel was damaged during the delivery, what should I do?

    When the delivery of your order takes place, please check if the parcel is not damaged and all the items are correct. Do not hesitate to open your parcel in front of the postman.

     

    If your items are broken or damaged you can refuse your order and contact our Customer Service. We will then send you a new order as soon as we can. If the items are out of stock a full refund of your order will take place.

 

Customer benefits

  • Origines Newsletter


    Origines Newsletter

    If you no longer wish to receive Origines newsletters, you can unsubscribe simply by clicking on the unsubscribe link in one of our newsletters. If you change your mind later and want to subscribe to our newsletters again, please contact our Customer Service.

  • Gift Wrapping


    Gift Wrapping

    If you are buying a gift on Origines, you can make it extra special by adding gift wrap and a gift message. It’s easy to do – just select ‘I wish a gift wrapping for this item’ during checkout and add your gift message, gift wrap, or both. Adding gift wrap and a gift message are free.

     

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  • Les échantillons dans ma commande


    Les échantillons dans ma commande

    Toutes nos commandes sont livrées avec au moins un échantillon ,et plus selon la nature de la commande.

    Les échantillons sont choisis en rapport de votre commande, ainsi que des tendances actuelles.

  • Contact Us


 

 

 

 

Did you find an answer to your question? If not, please contact our Customer Service.

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