FAQ

CUSTOMER SERVICE 

• How do I contact L’Apothiquaire? 

Email:  info@lapothiquaire.com
Press Inquiries:  marketing@lapothiquaire.com

• What are L’Apothiquaire’s hours of operation?

We are in the office from 8am to 5pm Monday through Friday, excluding holidays. We look forward to assisting you with all of your needs and please know that we will respond to your messages and emails as quickly as possible upon our return. Thank you for shopping at Lapothiquaire !  We are available for In-Store Pick Up Monday through Sunday 10am-4pm. Please call for an appointment.

• Does L’Apothiquaire offer gift wrapping? 

We offer free gift wrapping. In the Comments Section on the Cart page, please note which items you would like wrapped and any special message you would like included.

• Does L’Apothiquaire guarantee its products and services?

We guarantee the freshness and purity of all our products. We also guarantee that your order will arrive in safe and excellent condition. If for some reason your order arrives broken or damaged, please contact us immediately (via phone or email) and we will make arrangements to remedy the situation. Please have your order number handy. 

L’Apothiquaire is the exclusive distributor in Vietnam of all the brands and products sold, providing you with an extra guarantee of quality and assurance. Due to the nature of the products we stock, many of them completely free from artificial preservatives, we are only able to guarantee a minimum shelf life of 6 months from purchase.

• How accurate are L’Apothiquaire’s product descriptions?

Every care has been taken to ensure that all product descriptions and colors are as accurate as possible at the time of publishing but we cannot accept responsibility for any omissions or errors in this information. An accuracy of colors and color charts is not guaranteed because each computer displays colors in slightly different ways. 

DISCLAIMER 

• L'Apothiquaire does not represent or warrant that the content accessible on this site is accurate, complete or current. Pricing and availability information is subject to change without notice. We reserve the right to refuse shipment of product to anyone for any reason.

• How do I know if the item I ordered is in stock? 

All items are subject to availability. Validly stated prices on our website remain in effect for so long as the merchandise is available or as otherwise stated on our website. We will inform you as soon as possible if the goods you have ordered are not available and if or when they will be available again.

ORDERING INFORMATION

• What if an item I am interested in purchasing is not on the website?

Please contact us as we may be able to special order the item for you. Please note that there may be a minimum purchase requirement from the distributor and all special orders must be prepaid. 

• How can I receive a sample of a product that I am interested in trying? 

Samples are complimentary with your L’Apothiquaire purchase! You may request up to 3 specific samples in the comments area upon checkout. We will do our best to accommodate your request, based upon availability. We also offer a Fragrance Sample Program, where you can sample 3 different fragrances for 500 000 Vnd shipping and handling costs are included along with a 200 000 Vnd coupon good towards a full-size version of one of the sampled items.

• Who do I contact for product information or questions? 

All our customer service representatives are fully trained and familiar with the products that L’Apothiquaire stocks and are always happy to answer any questions and make recommendations.

• How do I place an order? 

To place your order online, simply click on the "order" button next to the product you would like to purchase. Click on the "Checkout" button on product pages or the "VIEW CART" link at the top of every page when you're finished shopping! Orders can also be placed on the telephone during normal customer service hours. 

• What methods of payment are accepted?

We accept Cash, Visa, Mastercard, debit cards and Paypal.

• Do I have to register to place an order?

No, but if you register on lapothiquaire.vn you can save order information, your shipping address as well as payment information. 

• What if I forget my password?

Click on "I forgot my password" and enter your email address. A link will be sent to your email address to reset your password. Please note that all passwords must be 8-12 characters in length. If your account becomes locked, please contact customer service to have the account unlocked and a temporary password issued.

• Can I use more than one Gift or Discount Coupon Code?

Only one Promotional/Coupon/Discount Code is permitted per order and it must be entered correctly in the Code box provided at the checkout page. When entered correctly the Code gift or discount will show in your basket. A Code gift or discount cannot be provided if it has not been entered at the checkout or after your order is confirmed.

• How is Minimum Spend determined? 

When a Promotional/Coupon Code requires a minimum spend, the minimum spend excludes Gift Cards, delivery fees, taxes. When returning items from your order, if you used a discount/coupon code and your order no longer qualifies, the discount/coupon value will be deducted from your refund.

RETURN INFORMATION

• What is L’Apothiquaire return policy?

L’Apothiquaire will be happy to accept returns on most unused merchandise within 10 days of receipt. Unfortunately and without exception, we cannot accept returns on used or opened items - as we guarantee the purity, freshness, and authenticity of the products we sell. If a product is damaged, please report the damage to us within 3 days of receipt so it can be processed properly. 

Certain personal items (toothbrushes, hair brushes, hair accessories, pillow slips, candy and food & perishable items), as well as Gift Cards, Fragrance Samples and Clearance items are considered final sales. 

• How do I return an unused item to L’Apothiquaire?

To complete your return, we require a receipt or proof of purchase. If you need to return an item, simply send us a request to return the merchandise via email at info@lapothiquaire.com . Be sure to tell us which items you wish to return.We ask that you specify the reason for your return in the email or phone call, as we love to learn how to serve you better. 

Once your request is approved, we will notify you via email or on the phone. You may then send back the merchandise which is unopened, unused and in saleable condition, along with your Return Authorization Number. 

Please note: Do not send merchandise in a padded envelope or non-sturdy packages - if we receive the product(s) back damaged - we cannot refund you. The item(s) must arrive back to our warehouse in saleable condition. We recommend that you insure the package as well - as we cannot be responsible for items that break in transit or are lost or missing. 

Once we receive your returned merchandise, we will promptly credit the original credit card used for purchase. Shipping costs are not refunded unless the return is due to a L'Apothiquaire error. 

• How do you handle returns when I received a free gift with purchase?

If you received a free gift with purchase and your order no longer qualifies when you return an item, the free gift must be returned unused or its value will be deducted from your refund. Please feel free to keep your complimentary samples, catalog and any coupons you may have received and enjoy them. 

Return Shipping

• To return your product, you should mail your product to:
  Lapothiquaire at 64a Truong Dinh, ward 7, district 3
  Written title: Returns

SHIPPING & IN-STORE PICKUP INFORMATION

• ALL ORDERS ARE SUBJECT TO CREDIT CARD APPROVAL BEFORE SHIPPING.
  DOMESTIC ORDERS Most orders are shipped within 24 hours of receipt. Please note all orders are subject to credit card and mailing verification which can take up to five business days. We will contact you in the event that we are seeking verification from your credit card issuer.
• Free shipping options only apply to orders being shipped within the contiguous Vietnam
• EGIFT CARDS Send an instant eGift Card just in time! eGift Cards cannot be redeemed for cash or applied toward previously placed orders. Purchase value is not included when determining order value for free shipping.

• Can I pick up my order in your store? 

Yes! We offer free pick up for our local customers. Select the In-Store Pick Up option from the shipping pull-down menu and we will contact you as soon as your order is ready. Please allow at least 3 hours for processing during normal business hours. Orders placed after hours will be processed the following business day. Store hours for pick up are Tuesday through Friday 8:30am-4:30pm, please call if you are unable to come by during those hours and we will do our best to accommodate you! Please note: You will receive complimentary samples as well as any gift with purchases you qualify for at the time of pick-up.

• Does L’Apothiquaire offer free shipping?

Yes! Standard Vietnam Domestic shipping is free on orders Vnd 800 000 or more. Just select the free shipping option from the pull-down menu when checking out. Offer not available on shipments to International destinations. 

Shipping cost is based on the cost of physical product after all discounts are taken. Gift Card purchases are not included as they do not require shipping. Net Product cost of Vnd 800 000 or more will earn Free Standard Vietnam shipping. 

• When will my order ship?

Most Domestic orders are shipped within one business day of receipt. We ship Monday through Friday. Orders placed on Saturday and Sunday are processed on the following Monday. If there should be any delay in shipment or if a product is temporarily out of stock we will notify you right away via email or telephone. All Expedited orders must be placed by 12 noon to be shipped the same business day.

Please Note: All L’Apothiquaire orders are shipped and delivered on business days - Monday - Friday, excluding holidays. Payments are processed immediately, and if your order is canceled, you will be refunded promptly.

For International orders, please see below: Does L’Apothiquaire ship outside Vietnam?

• What if an item I ordered is not in stock?

L’Apothiquaire will contact you to notify you of the backorder. When the item is back in stock we will ship your backorder immediately at no additional cost. 

• Can I ship and bill to different addresses?

Yes however, verification of the shipping address may be required which can take up to five business days. We will contact you in the event that we are seeking verification from your credit card issuer.