F.A.Q

FAQ – Pom'Orea: Quality, Commitment & Transparency

🛍️ 1. About Our Products

Why Choose Pom'Orea?

✔️ High-end quality – Developed in the U.S. in expert cosmetic laboratories. ✔️ Natural & sustainable ingredients – Carefully selected for their effectiveness and purity. ✔️ Suitable for all skin types – Including sensitive skin, thanks to gentle formulations. ✔️ Ethical & eco-friendly – No animal testing and a responsible approach.

🚚 2. Shipping & Delivery

Where are orders shipped from?

📦 All orders are shipped from our logistics center in the U.S. for optimal tracking and fast delivery.

What are the estimated delivery times?

⏳ Order processing: 2 to 4 business days, depending on the size and complexity of the order. 🚀 Estimated shipping times:

• USA (Standard): 1 to 4 business days.

• USA (Express): 2 to 3 business days.

• International (e.g., France): 2 to 5 business days.

Are there any customs fees?

🌍 Yes, orders shipped outside the U.S. may be subject to customs duties or import taxes, which are the customer’s responsibility. Clearance procedures may also cause slight delays.

Which carriers do you use?

🚚 We work with trusted partners such as USPS and FedEx to ensure fast and secure deliveries.

Shipping destinations

📦 We ship to the following countries:

🚨 Important: Shipments to U.S. military bases are not available. 🌍 International shipping – For orders outside the U.S., please consider applicable customs fees based on your destination country.

📦 3. Returns & Refunds Policy

Logistical Efficiency & Return Optimization

Our warehouse plays a key role in order management. It ensures: ✔️ Accurate shipment tracking to guarantee fast and secure delivery. ✔️ Efficient handling of returns, ensuring smooth processing of refund or replacement requests. ✔️ Optimized turnaround times, reducing errors and accelerating order processing.

📍 Why is this important? Thanks to this organization, we provide a reliable and transparent experience to our customers, with solutions tailored to each need.

Problem with your order? We're here to help!

If you notice a problem with a received product or an anomaly in your order, our team is available to resolve it quickly.

📌 How to report an issue? 1️⃣ Contact our customer service and send us:

• A photo of the affected product.

• A brief explanation of the issue. 2️⃣ We will review your request and inform you of approval or rejection of a replacement/refund. 3️⃣ If approved:

• 📦 Need a replacement? A new order will be shipped within 3 business days.

• 💳 Requesting a refund? A credit will automatically be applied to your credit card or original payment method within a few business days.

💡 Our commitment: fast and efficient customer service We guarantee smooth and transparent handling to ensure your satisfaction.

What to do if your package is lost?

🔎 If your order has not arrived and the estimated delivery date has passed, you can submit a claim.

📌 Conditions: ✔️ Claims must be submitted within 30 days of the estimated delivery date. ✔️ If the error is confirmed, we will offer you either a free replacement or a full refund.

What happens if the address provided is incorrect?

📍 If an insufficient address is provided, the carrier will automatically return the package to our facility. 🔄 Reshipping fees will be at the customer's expense after confirmation of a new correct address.

💡 Please double-check your address before submitting to avoid additional fees!

How does the return process work?

🚨 IMPORTANT: Returns will be refused without prior approval. ✅ U.S. customers → A prepaid return label will be provided after return approval. 🌍 International customers → Returns are at your expense, but we will refund the shipping costs once the product is received and verified.

📍 Official return addresses 🏢 U.S. customers → Indiana Business Park, 14701 W. 65th Way, Suite 5, Arvada, CO 80004, USA 🌍 International customers → Headquarters France, 142 Route de Montélier, 26000 Valence, France

🔄 4. Orders & Tracking

Can I modify or cancel my order?

🕒 Orders can be canceled within 2 hours of validation, as long as they are still under the NEW status. 🚨 Once the status changes to Accepted, the order is in preparation and can no longer be canceled or modified, except with customer support assistance.

Can I add items to an existing order?

❌ No, additional items cannot be added once an order has been placed.

🕒 Need to add products? 🚨 You can cancel your order within the first 2 hours after validation while it's still in the NEW status, then place a new order with all the desired products.

❤️ 5. Commitment & Ethics

Is Pom'Orea a responsible brand?

♻️ Yes! We guarantee: ✔️ Cruelty-free formulas – No animal testing. ✔️ Natural ingredients – Sourced from sustainable sources. ✔️ Eco-friendly packaging – Designed with environmental care.

Why trust us?

✅ Guaranteed satisfaction – Dermatologically tested products. ✅ Reliable shipping – Fast delivery with detailed tracking. ✅ Responsive customer support – Always available to assist customers.

💌 6. Contact & Support

📧 Customer support: info@pomorea.com 📞 Need help? We’re here for you!