Frequently asked questions
Delivery and Returns
Which countries do you ship to?
Will I have to pay customs fees upon receiving my order?
Customs charges are specific to each country and depend on the amount of your order. The charges by customs are your responsibility.
What if my Tracking package says it’s been delivered but I haven't received it?
If you haven’t received your package, we recommend you check with your neighbors or your building’s caretaker who may have collected it. It’s also possible that the delivery status has been updated slightly in advance and that the package will arrive later that day. If you still have no sign of your package, write to us at firstname.lastname@example.org so that we can find a solution together.
My package got sent back to the sender, what’s going to happen to it?
If the address you provided is incomplete, or if your package was damaged during transport, the package may be automatically returned to us. In this case, please contact us at email@example.com, sharing your full address if necessary, so that we can send you a new package as soon as possible.
Returns and refunds
How long do I have to make a return?
You have 14 days after receiving your order to return any products. These products must be unopened and in their original condition.
How do I make a return?
If you would like to make a return, please contact our customer service at firstname.lastname@example.org. To facilitate the process, remember to give us your order number, the list of products you wish to return, and the reason for returning them. We will then email you a return label for you to return your items to us. The cost of this label will be deducted from your refund. Returns must be made within 14 days of receiving your order.
How do I post my return?
Your package will be returned by the same carrier as the one you selected for your shipment. In all cases, we recommend you keep your proof of deposit to make sure you will be able to be refunded even in the event of an incident occurring with your package.
How long will it take for me to be reimbursed?
We will reimburse you within 14 days after receiving and verifying the returned products. The refund will be made using the same means of payment as the one you used at the time of purchase.
Have you received the items I returned to you?
If you have not received your refund after 14 days, you can send us your proof of parcel deposit at email@example.com which will ensure a refund.
Can I exchange an item?
We don’t offer exchanges at this moment. If you no longer want your product(s), please write to us at firstname.lastname@example.org to make a return.
Has my order been processed?
Once your order is validated, you will receive an email confirmation with your order number. If your Typology account is active, you will find your order history in your customer space in the "My orders" section.
I haven’t received a confirmation email, what should I do?
First, check if a direct charge has been made on your account. It’s possible that the payment was not successful and your order was not validated. If you have been charged, we recommend you check your spam emails in case our email may be there. If you still have not received an email, there may be a typo with the email address you entered: in this case, write to us at email@example.com so that we can verify and resend your confirmation email.
When will my order be shipped?
Your package will be shipped within 24 to 48 working hours after validation of your order. If you place your order on the weekend or on a public holiday, your products will be dispatched within the next two working days.
Has my order been expedited?
When your order is shipped, you’ll receive an email with a tracking number that allows you to view the delivery steps on the chosen carrier's website. You can also follow the status of your order from your customer area, in the "My orders" section.
How to track my order?
Once your package has been shipped and taken care of by the carrier, you will receive a shipping confirmation email from us. You will find in this email your tracking number, which will allow you to track your package on the site of the carrier you have chosen.
If you have a Typology customer account, you can also find your tracking number in the "My orders" section then "Tracking code", once the package has been shipped.
Can I change my address or delivery method once the order has been placed?
If you wish to change the delivery terms of your order, write to us as soon as you receive your order confirmation at firstname.lastname@example.org. If your order has not yet been taken over by the warehouse, we can modify it. Otherwise, our customer service will work with you to find the most suitable solution so that you can receive your order in good conditions.
Can I cancel my order once I have placed it?
We will only be able to cancel your order if it has not yet been picked up at the warehouse. Write to us as soon as possible at email@example.com so that we can take your request into account. If we can no longer cancel your order, our customer service can help you organize a return for your products if necessary.
Consult the return conditions.
Where can I find the invoice for my order?
You can download all your invoices directly from your customer area in the "My orders" section. If you placed your order as a guest, feel free to create your customer account to make it easier to track your orders, or ask us for your invoice directly at firstname.lastname@example.org.
I have another problem with my order
If you have a problem with your order, have your order number ready and contact us at email@example.com. Our customer service will help you find a suitable solution.
How to create my account?
Create a Typology customer area by clicking on "Connection" at the top right of the screen, then "Create an Account" and let yourself be guided. Creating your Typology account will only take a few seconds.
How do I connect to my customer account?
To connect to your Typology space, click on "Connection" at the top right of the screen. Simply enter your email address and password then validate!
I can't access my customer account, what's going on?
If you are having difficulty identifying yourself, you may have shopped as a guest before on our site. To remedy this, create a Typology space by clicking on "Connection" at the top right, then "Create an Account".
If you already have an account but you are denied access, click on "Forgotten Password" and follow the procedure. Also make sure that the email indicated is correct and contains no errors.
If needed, contact us at firstname.lastname@example.org.
How can I change my password?
You can choose to change your Typology account password at any time. Click on "Connection", then on "Forgotten Password". You will then receive an email allowing you to reset it.
Where can I find my invoices?
You have access to the invoices for all your orders via your Typology account. Log in by entering your email and password, then click on "My Orders". These invoices are easily downloadable.
Can I memorize my address?
You can memorize your delivery addresses to avoid having to enter them when validating your order. To do this, go to your Typology space then in « My Addresses ». You can then add, modify or delete your favorite addresses.
What is the Typology Newsletter used for? How do I register?
Subscribing to the Newsletter will allow you to follow our news and advice on Typology products and to be informed of the re-stocking of your favorite treatments. To receive it, all you need to do is go to the bottom right of the screen and enter your email in the "Newsletter" box.
Subscription to the newsletter does not automatically result in the creation of a customer account.
How do I delete my account?
If you wish to delete your account, contact our customer service via email@example.com who will delete all data concerning you, within 24 hours of your request.
In what order to apply my products?
Every skin is different. However, it is necessary to establish a fixed routine which will have to be personalized according to the skin concerns of each one. We recommend waking up your skin gently every morning using a non-abrasive cleanser. Then apply your targeted treatments and hydrate. Remember to apply a suitable sunscreen to finish your morning routine.
At the end of the day, cleanse your skin without attacking it, then apply your specific skincare products, and always finish with the products with the most oily texture to regenerate your skin.
Can I use your products if I am pregnant or breastfeeding?
When a product is contraindicated during pregnancy or breastfeeding, this information will be mentioned on the product page under the "Precautions for use" section. These are generally products containing essential oils, certain hydrolates or molecules not recommended during pregnancy such as retinol.
How do I know which products are suitable for my skin type?
Our teams have taken care to develop a personalized and reliable tool for you.
Our diagnosis (link) will recommend a prescription adapted to your skin. All information is also provided on the product sheets on our site, including skin concerns and the type of skin concerned. If you have a question about this, please do not hesitate to contact our team via firstname.lastname@example.org.
My skin is very reactive, can I use your products?
Each product has specific precautions for use, we recommend you carefully read each product sheet that we take care to update regularly. The words "not recommended for sensitive skin" must appear there when the product is not suitable.
If your skin is reactive, we recommend testing out the product beforehand by applying a small amount of product around your elbow and wait 24 to 48 hours for any possible reactions.
What if my skin reacts to a product?
If your skin reacts to a Typology product, stop using it immediately and write to us at email@example.com. If you have photos to send us, that's even better! Our scientific team will study your case with the greatest attention in order to determine the cause of your reaction and to provide you with the best support in this process.
Do you test the products on animals?
None of our products are tested on animals, in accordance with the law in force within the European Union.
Are you vegan?
All our products are vegan, that is to say that none of our treatments contain any cosmetic ingredient or active ingredient of animal origin.
How should I store my Typology products?
Our products can be stored in a dry place at room temperature. Some of our serums are photosensitive (exposure to light can alter the effectiveness of the product), for this purpose the bottles are amber in order to best protect the formula. Some treatments such as hydrolates can be kept cool, only to diversify the sensations during their application.
Some products may change over time due to their high composition in natural materials; the latter are not generally inert and tend to change color or smell over time. However, we control the stability of our products in order to guarantee maximum efficiency and safety under normal conditions of use.
Where do you sell your products?
We currently do not have any stores. Typology is a 100% digital brand and does not work with any intermediary or reseller. This is what allows us to offer you quality products at affordable prices.
Do you offer samples?
We do not offer samples for our skincare range. However, most of our products are available in mini formats which allows you to test them before purchasing the full size product. We are of course available to answer your questions and help you choose the products that will suit you best. You can also consult the customer reviews published on our site at any time to finalize your choice.
How do I know when a product will be back in stock?
Go to your favorite product’s page. In most cases, we’ve added an option to set up an alert for your desired product. Subscribe to receive an email notification when the product is back in stock by clicking on "Notify me". You can also subscribe to our newsletter and check out our social networks for updates on sold out products being available again.
Are your products compatible with microneedling?
None of our products have been tested for use with microneedling, so we aren’t able to recommend this application technique for our products.
Who can I contact if I have questions about a product?
If you have any questions or would like to know more about one of our products, you can ask a question directly via the relevant product page by clicking on "Ask a question" in the FAQ section.
Beforehand, we’d recommend you consult the questions and answers that have already been published in our FAQ to check if we've already answered your question.
You can also write to us at firstname.lastname@example.org.
What can I do with my empty bottles? Can I recycle them?
You can return your empty bottles to us for recycling! Write to us directly at email@example.com for more information.
Order on Typology
What payment methods can I use?
When you confirm your order on our site, you can pay for your purchases in several ways:
- Via credit card (Visa, Mastercard, Maestro or American Express)
- Via bank transfer: Bancontact (Belgium)
- Via Paypal
- Via e-gift card and gift card
Our site does not allow payments in several installments or by check.
The total amount of your purchases will be debited during the validation of your order.
Is it secure to make payments on your site?
Making a payment on our site is completely secure with our STRIPE payment feature.
STRIPE is subject to an SSL-type security system, guaranteeing all your banking data is well protected. We do not save any of your bank details.
Do you offer Typology gift cards?
Yes. Our Typology gift cards are available on this page.
The gift cards are available in different amounts and remain valid for one year from the date of purchase. When validating your order, you can choose the option to pay with a digital or physical gift card.
Once you buy the gift card, a code will be sent to you by email which gives you access to the credit amount that’s loaded on the card.
I can’t modify my basket, what should I do?
If you’re experiencing issues with adding or removing products to your basket, we recommend you delete the cookies and other site data stored on your Internet browser, then reconnect to our site.
My payment has been refused, what should I do?
We recommend you contact your bank to ensure that your payment method is properly functioning. If there are no issues to report, contact us at firstname.lastname@example.org for assistance. Our team will be happy to help!
Do you offer promotional codes?
Typology unfortunately does not offer promotional codes.
Do you have a question about your package or a specific product?
We’ll be happy to answer your questions, Monday to Friday - 10 a.m. to 6 p.m. Expect a response within 24 hours. For any requests made during French public holidays, we’ll take note of your messages the next day.
The deadlines may also vary depending on the time of the year, such as Christmas.
Feel free to write to us at email@example.com.
I am a professional, who can I contact?