1. How to create an account on the site?
You can create an account directly on the home page by clicking on the link "START HERE" below the Athene Skincare logo in the space "MY ACCOUNT".
Simply complete the form with your personal information and your email address. You will be asked to choose a confidential password that you will need to validate twice. You will then only need to confirm the creation of your account.
2. When will I receive my order?
We try to send all in-stock products within 8 to 10 working days. If we have your e-mail address, you will receive confirmation of your order by e-mail. Your customer number will be included in this e-mail to track your order online.
3. How can I reach you?
If you have any queries about our Internet service, an order you placed, or if you need product advice, you can reach our customer service from Monday to Friday, 8am to 7pm, on 0208 680 5472. To send an order, or a payment by post, the address is as follows:
4. What are your return and exchange policies?
Your satisfaction is our top priority. We do our best to ensure that you are completely satisfied with each order. If you are not, returning is simple and easy. Contact us for a return address. Please ensure you have proof of postage.
We will process your return as quickly as possible and gladly exchange, credit or refund your purchase.
3 refund cases:
-The parcel is returned without being opened, we refund you the price of the parcel and the postage fees.
-You have changed your mind about a product and you send it back; we refund you the price of the product although the postage fees will be at your cost.
-The product is returned due to a problem on our behalf, we refund you the price of the parcel and the postage fees.
5. How and when will I be informed if a product is out of stock?
Though all of our products are fully stocked before we offer them to you, occasionally demand exceeds supply. If this occurs, we will send your order as soon as possible. If the product is not included in your parcel, this information will be added to your invoice and you will not be charged for it.
7. Do you accept international orders?
8. Is it safe to use my credit card on your site?
Our ordering system is secured with Verisign to maintain the highest level of confidence in the security of your personal information. Verisign provides you with the assurance that the data exchanged with the site is secured and encrypted when your browser establishes a secure (SSL) connection with the site.
9. What if I do not have or do not want to use a credit card?
To benefit from our Internet Offers, without a credit card, you can use your debit card, or you simply need to prepare your order on Internet but instead of clicking on "ORDER NOW", you print it. This way, you get a hard copy of your order, which you can post along with a cheque or postal order.
10. Is my personal information confidential?
We are committed to ensuring your privacy as a customer. You can be confident that we do not sell or exchange email addresses with any other companies without your express consent.
11. Where can I find the list of ingredients?
The list of ingredients can be found on each product or on the box containing the actual product. However, if you need specific information, please contact our Customer Service Team on 0208 680 5472.
12. A product or gift missing from your parcel?
If in the order details of your invoice, it is written "You will receive shortly" followed by the missing article, there is nothing for you to do. It is in production and will be delivered to you shortly. If nothing is written on your invoice, you can contact Customer Services by email at firstname.lastname@example.org or by telephone on 0208 680 5472 from Monday to Saturday, 8am-8pm.