Frequently asked questions

How can we help you?


Find answers to the most frequently asked questions by topic.

How do I access order tracking?

Once your order has been prepared and shipped, you will receive a delivery confirmation by e-mail as well as a tracking number for tracking your package.
You can also track the status of your order in your dashboard, under the “My Orders” section.

How do I cancel or modify my order?

Before confirming your payment, you can modify or cancel your order on the “Your basket” page in the confirmation step of your order. In order to guarantee the shortest turnaround times, you can neither cancel nor modify your order once it is finalised.

How do I arrange a return?

You can return the products ordered to within 14 days following delivery. The products returned must be in their packaging, in a new unused condition.

  1. Log on to “My Account".
  2. Go to the heading “My orders”.
  3. Click on the order that you wish to return then on the button “Make a return”.
  4. Complete the information requested: product to be returned, reason for return.
  5. Download and print the returns note and place it inside your return package.
  6. Send your package to the following address:
    Laboratoires NUTREOV
    E-Commerce Returns Department
    Orders without a returns note will not be taken into account.

How do I obtain samples?

We offer samples.

How do I place an order?

Select the items you wish to purchase by clicking on “Add to basket”. You can continue shopping or place your order right away. Once you have placed your products in the basket, confirm your order by clicking on the “Confirm” button

How do I know if my order has been accepted?

When your order and its payment have been confirmed, we will send you an initial confirmation e-mail. If your order has been accepted, you will find the summary of your order under the “My Orders” section of your account. If you don’t receive this e-mail, it is possible that your order has not been registered. To be sure, contact us: by e-mail at

How do I use a discount code?

On the basket page, enter your code in the box “You have a discount code”. You must click on “Use” to confirm this code. The offer shall then be directly added to your basket. We would like to remind you that our offers can be redeemed once per person, within the limits of the stocks available and non cumulative with other offers.

How long does it take for refunds to be made?

Refunds will be made within 14 days following receipt of your package.

Is it possible to receive a refund?

If you are dissatisfied with all or part of the order, you have a withdrawal period of 14 days following receipt of the products.
We accept returns on products delivered in perfect condition. Products must be returned in their original packaging without having been used. We provide refunds on products and the initial delivery costs to the bank card used to place the order. Shipping costs associated with the return of your products are at your expense.

Why can’t I add certain products to my basket?

Some products may be out of stock. In such cases, we do our utmost to restock as soon as possible. In the meantime, you can find our products in pharmacies, send us an email to:

What are the withdrawal periods?

You have 14 days to notify us of your withdrawal concerning an order via your on-line account or by email. You then have 14 days to return the package to us. Upon receipt of the package, you will be refunded within 14 days.