FAQ

I would like to place an order
How to find the product I'm looking for ?Can I order by phone ?How to order ?Where can I view your Terms and Conditions of Sale?I wish to be notified of the arrival of a product in stockI want to reorder the same products as before
I just placed an order
How does the order confirmation work ?How do I delete an item or cancel my order ?Can I add an item to an already validated order ?I would like to receive an invoiceI would like to give my opinion on a product
When will my order be delivered ?What are the shipping fees and delivery times ?Will I be informed about the progress of my order?How can I track my order delivery ?Do you deliver overseas ?
I have a problem with my order
What to do if there is a problem with a product or my order ?I still haven't received my order, what should I do ?One of the received items is damaged or missing, what to do ?I want to use my right of withdrawal and return my orderI did not pick up my package or refused delivery
Payment
Secure purchases with cardsHow to change the payment method for my order ?What are the available payment methods ?How to pay by Blue Card or credit card (Visa, MasterCard)How to pay by bank transfer ?How to pay by check (France only) ?Payment of my order was refused
Discount code and loyalty
I can't find my discount code anymoreHow to use a discount code ?
My Account and Personal Data
Protection of your personal informationHow do I change my password ?How to make changes in my address book?I want to subscribe or unsubscribe to the newsletterHow to view my order history ?I can't log in to my customer accountHow to use the wishlist

Protection of your personal information

We know that you are cautious about the use of your personal information. So, we thank you for trusting Aroma-zen.com, which scrupulously respects its protection.

Data Processor
All processing of personal information provided to Aroma-zen.com is carried out under the responsibility of IDILY located at Rue Georges Cosse 6A, B5380 Fernelmont (BELGIUM).

What customer information does Aroma-zen.com collect?
The customer information we collect helps us to personalize and continually improve your shopping experience on Aroma-zen.com. We use this information to: process your orders, deliver products and services, make payment and communicate with you about your orders, products, services, and promotional offers; maintain and update our files and therefore your accounts with us; provide you with content such as customer reviews and recommend products and services that might interest you. We also use this information to improve our store, prevent or detect fraud or abuse on our website, and allow third parties to provide technical, logistical or other functions on our behalf. Some information is nonetheless mandatory for Aroma-zen.com to offer its services. We will indicate if necessary the fields identified as mandatory.

Below are the types of information we collect.

• Information you provide to us

We collect and store any information you provide to us through our website or through other means. You can choose not to provide us with certain information, but this decision may deprive you of many services and features we offer. We use the information you provide to respond to your requests, personalize your future purchases, improve our sections and communicate with you.

• Information collected automatically

Whenever you interact with us, we receive and store certain types of information. Like many other sites, we use cookies. So, as soon as you access the www.aroma-zen.com website, your browser provides us with certain information.

• Email information

To optimize the utility and interest of our emails, we frequently receive a confirmation of Aroma-zen.com emails that you have opened, if your computer allows it. We also compare customer lists with those of other companies to avoid sending unnecessary emails to our customers. If you wish to receive no emails from us, simply notify us in your account.

• Information from other sources

We may also use other information about you from different sources and add it to your account information.

What about cookies?

Cookies are alphanumeric identifiers that we transfer to your hard drive through your Internet browser. They allow our system to recognize your browser and offer you services such as the products you have put in your cart.

The Help section of most browser toolbars will tell you how to reject new cookies or get a message that notifies you of their receipt, or how to disable all cookies. You can also choose to disable cookies or have your computer warn you each time a cookie is being sent. However, if you choose to disable cookies, some of the features and services of our website may not work properly. However, because "cookies" allow you to benefit from essential functions of the Aroma-zen.com site, we advise you to keep them active. For example, if you choose to reject all of our cookies, you will not be able to add products to your shopping cart, or perform verifications, or use all the products and services Aroma-zen.com that require opening an account.

If you keep "cookies" active, make sure to log out when you are sharing a computer with others.

Does Aroma-zen.com share the information it receives?

Information about our customers is an important part of our business. Our business is not to trade in this information. We only share this information with third parties in the following cases:

• Third-party service providers

We use the services of other companies or independent persons to provide certain services on our behalf. Here are some examples: processing orders, shipping products, sending postal or electronic mail, managing our customer files, analyzing our databases, marketing services, providing search results and links (including links and paid listings), processing credit card payments, and customer service. These providers have access to the personal information necessary to perform their services and are not authorized to use it for any other purpose. In addition, they are required to process this information in accordance with this policy and in accordance with French laws on personal information.

• Business or activity transfers

In the course of developing our activities, we and/or other companies controlled by Aroma-zen.com may be required to sell or acquire all or part of our companies, subsidiaries, or business segments such as shops. In the course of such transactions, customer information is generally part of the assets transferred, provided that the commitments of the then-applicable information protection policy remain in place (unless otherwise agreed by the customer). Furthermore, in the event that Aroma-zen.com or one of its substantial parts is acquired, customer information would of course also be transmitted to the acquirer.

• Protection of Aroma-zen.com and third parties

We disclose the content of customer accounts and any other personal information when we are legally obliged to do so or if such disclosure is necessary to execute and enforce our terms of sale or any other agreement, or to protect the rights of Aroma-zen.com or third parties. This includes the possibility of exchanging information with other companies or organizations for the purpose of protection against fraud and reducing credit risks. Of course, this does not authorize the sale, rental, sharing, or any other disclosure of personal information identifying customers for commercial purposes, contrary to the commitments provided for in this policy.

With your consent

In all other cases, you will be notified if your information is shared with a third party and you will have the opportunity to give your consent.

Are my personal information protected?

We maintain physical, electronic security measures and procedures in connection with the collection, storage and disclosure of customer personal information. Our security procedures may require us to ask you to verify your identity before we can release your personal information to you.

It is important to protect yourself against unauthorized access to your password and computer. If you share a computer, you should log out after each use.

What about Third-Party Advertisers and Links to Other Websites?

Our site may include advertisements from third parties and links to other websites. We do not share personal information that identifies our customers with these advertisers or third-party websites.

These third-party websites and advertisers, or Internet advertising companies working on their behalf, sometimes use technology to send advertisements that appear on our website directly to your browser. In this case, they automatically receive your IP address. They may also use cookies, JavaScript, tags, or single-pixel gif images to measure the effectiveness of their advertisements and to personalize their advertising content. We have no access or control over these cookies or other features they may use. The use of information practices by these websites and advertisers is not covered by our Personal Information Protection Policy. Please contact them directly to find out more about their personal data protection policy.

What information can I access?

Aroma-zen.com provides you with access to a wide range of information about your account and interactions with Aroma-zen.com for the sole purpose of reviewing and, in some cases, updating this information.

What choices are offered to me?

As stated above, you always have the option of not providing any information, although some information is necessary to make purchases or use Aroma-zen.com services such as customer feedback.

In accordance with the data protection act, you have the right to access, modify, correct and delete information concerning you. If you update information, we generally keep a copy of your initial information in our records.

If you do not wish to receive emails or other mail from us, simply notify us in Your account.

Are children allowed to use Aroma-zen.com?

The sale of products on Aroma-zen.com is strictly reserved for people over the age of 18. Products for children must be purchased by adults. If you are under the age of 18, you may only use Aroma-zen.com with the participation of a parent or guardian.