If you did not receive a confirmation email after paying by credit card, we recommend checking the following:

• Check your spam or junk mail folder, as the email may have been redirected there
  
• Ensure that the email address used during the order is correct.

If you still cannot find the confirmation email, please contact us at contact@leonorgreyl.com or call us at +33 1 46 07 58 23 providing your name and order number.

If you forgot your password, click on the « Account » icon at the top right of your screen and select and select « Forgot your password? ». Enter the email address associated with your account, and you will receive an email with a link to reset your password. Follow the instructions in the email to create a new password. If you need further assistance, our customer service is available at contact@leonorgreyl.com or by phone at +33 1 46 07 58 23.

In some cases, depending on the order's processing stage, it may still be possible to cancel or modify your order. Please contact us as soon as possible at commandes@leonorgreyl.com or by phone at +33 1 46 07 58 23.

If your order has already been processed by our warehouse, unfortunately, it can no longer be modified or canceled.

You have a right of withdrawal of 14 days from the receipt of your order. To exercise this right, you may request a refund. Please note that return costs remain the responsibility of the customer and the refund will only include the price of the returned products. The initial shipping fees are non-refundable unless due to our error. The initial shipping fees are non-refundable, unless due to our error.

Products must be returned in their original condition and packaging (including accessories and manuals) so they can be resold as new.
To notify us of your withdrawal, please send an email at commandes@leonorgreyl.com with the following information:
- Order number
- Product(s) concerned
- Reason for return

Any gifted products must also be returned.

The right of withdrawal only applies to new, unused products in their original packaging. Products damaged during transport to our warehouse will not be refunded.
Any proof of return shipment must be kept until the refund has been processed.

The refund for your order will be processed upon receipt of your package and after verifying the condition of the returned products in our warehouse. We process refunds within 7 days from the date of receipt of the products, and no later than 14 days after. The refund amount will only include the price of the returned products. Initial shipping costs are non-refundable, except in the case of an error on our part.

Please note that if any promotional gift products are not returned, their value will be deducted from the refund amount.

Please contact us as soon as possible at commandes@leonorgreyl.com providing your order details and the reason for the return.
We will check the status of your package and offer you an appropriate solution, such as reshipping your order or issuing a refund, depending on the circumstances.

If your package is marked as delivered but you have not received it, we recommend first checking with your neighbors or building manager to see if they accepted the delivery on your behalf. Ensure that the shipping address you provided is correct. If you still cannot locate your package, please contact us with your order number. We will initiate an investigation with the transporter to locate your package or provide a suitable solution.

None of our products contain Sodium Lauryl Sulfate (SLS) or Sodium Laureth Sulfate (SLES). However, some shampoos contain Ammonium Lauryl Sulfate (ALS). We continuously work on reformulating our products to ensure the best quality possible.

The products that are compatible and recommended with these chemical treatments, which are not without consequences on the health of the hair, include the Shampooing Crème Moelle de Bambou, specially formulated to gently hydrate dry hair while improving its quality. The Shampooing Sublime Mèches is ideal for protecting and prolonging color without damaging the hair fiber.
For intensive care, the Masque Quintessence deeply repairs the most dehydrated and brittle hair.
For maintenance, as a conditioner: La Crème de Soin à l’Amarante facilitates detangling and protects the lengths.
Finally, for styling care, the Sérum de Soie Sublimateur tames frizz and adds shine to fine hair, while Éclat Naturel is ideal for more unruly hair, as it hydrates and smooths the hair fiber. Additionally, the Lait Luminescence Biphase makes detangling easier while protecting the hair from heat styling. All these treatments help maintain hydration, protect the hair, prolong the effects of smoothing, and enhance its shine.

Huile Régénérescence Naturelle and Crème aux Fleurs contain essential oils, while Bain Traitant à la Propolis contains piroctone olamine. These ingredients are not recommended for pregnant or breastfeeding women. As a precaution, we advise against using these products during pregnancy and breastfeeding. All other products are formulated to be safe and suitable during this period. If you have specific concerns, please consult your doctor.

The code at the bottom of your product indicates the date of manufacture. The last four digits indicate the month and year of manufacture.

For unopened products, refer to the FXX.XX.XX number on the product box. The last four digits indicate the month and year of manufacture. We recommend not using the product beyond three years from this date to ensure its optimal quality.
For opened products, we recommend using them within 6 months after opening.

All our products are manufactured in France.