To place an order, choose the products you wish to purchase by clicking on "Add to cart". You can either continue shopping or place an order directly. Once your products are in the basket, let yourself be guided by clicking on the "Order" button.
How do I use my promotional code?
On the shopping cart page, type your code in the "A promo code?" box then click on "Apply" to validate this code. The offer will then be directly applied to your shopping cart. Offers are valid while stocks last, cannot be combined with other offers. If your code does not work, please contact customer service.
How do I know if my order has been taken into account?
After validating your order, you will automatically receive a confirmation email with your order number and a summary of your shopping cart. You can also find it in the "My orders" section of your customer account.
I havent received a confirmation email, what should I do?
First, we invite you to check your junk mail, which may contain the order validation email. If this is not the case, we advise you to check whether a bank debit has been made. It is possible that the payment has not been successful and that your order has not been validated. If you have been charged, please contact customer service.
Can I modify my order once placed?
It is not possible to modify the contents of an order that has been validated. You will need to make a return request from your account. Similarly, no changes can be taken into account if you forget to enter a promotional code.
Can I cancel my order once placed?
It is not possible to modify the contents of an order that has been validated. You will need to make a return request from your account. Similarly, no changes can be taken into account if you forget to enter a promotional code.
Has my order been shipped?
When your order is prepared and shipped, you will receive a shipping confirmation by email with a tracking number that will allow you to track your package. If you have a Etat Pur customer account, you can also track the progress of your package in the 'My orders' section by clicking on the 'Track my order' button.
My order is damaged, what should I do?
If your order is damaged, have your order number ready and contact our customer service who will help you find a suitable solution.
What delivery methods are offered?
We do delivery only via shipping across the UAE. Only online payment is accepted and NO CASH ON DELIVERY
How can I get free delivery?
All orders above AED 100 qualify for free delivery.
Can I get it picked up from a store?
No, the only way is through delivery at doorstep.
Which countries do you deliver to?
Only UAE.
I havent received my package, what should I do?
If you have not received your package and no delivery notice has been left for you, we advise you to inquire with your neighbors or your caretaker who may have collected it. If, despite everything, you still have no sign of your package, contact our Customer Service so that we can find a solution together.
My package is returned to the sender: what should I do?
If your package is marked as "returned to sender", this means that there may have been an address problem or the package was damaged during transport. We will contact you on the day we receive the package in order to return it to you in better conditions.
Within how many days can I return my order?
You can return your orders within 15 days.
What are the return conditions?
We will accept returns only if they are in original packets, not opened or damaged from your side.
How can I make a return?
To return your products, you must follow the following instructions: Log in to your Etat Pur account with your email address and password and go to the “My returns” section. Select the order concerned and complete the return request form. You will receive your return slip by email: print it and insert it in your return package.
Whar are the reimbursement terms.
We do not have reimbursment terms.
I returned the items but I have not been refunded, what should I do?
Kindly contact our customer service at customercare@me.naos.com who will assist you.
Can I exchange a product?
No, unfortunately products cannot be exchanged.
Which payment methods are accepted?
All Credit Cards and Apple Pay
How do I pay for my order?
Through online cards only.
Is VAT included in the price?
Yes.
My payment was declined, what should I do?
Please contact your bank based on the error you receive.
Can I get an Invoice?
Yes, you will receive it by email.
What is the Etat Pur account?
Your Etat Pur account is a space dedicated to you, bringing together information to facilitate your experience on our site. Having an account has many advantages: - Your personal information and addresses are recorded. For your next orders, you will not have to enter them again. - You can manage your orders and returns. You can modify your personal data directly online or delete it by contacting our Customer Service.
How do I create my Etat Pur account?
To create an account, simply click on "My account" at the top right of your screen on the home page. Then click on “Create an account” and follow the procedure by filling in the requested fields. You will also have the option to create your account when placing an order.
How do I change my email address?
To change your email address, go to your customer account, in the “My information” section then “Personal information”. Change your email address in the field indicated and click "Save".
How do I change my password?
To change your password, go to your customer account, in the “My information” section then “Password change”. Enter your current password then the desired new password, then click "Save".
I forgot my password: what should I do?
When logging into your account, click "Forgot your password?" Then enter your email address and click “validate”. An email will be sent to you immediately. Click on the link in this email and follow the instructions.
How do I change my address?
To add or modify an address, go to your customer account, in the “My information” section then “Address book”. Click on “Add a new address” or “Modify” on an existing address then complete the requested fields.
How do I subscribe/unsubscribe to the newsletter?
To subscribe to our newsletter, simply go to the bottom right of the site and enter your email address in the “Newsletter” box. You can unsubscribe by clicking on the “Unsubscribe” link available at the bottom of each of our newsletters afterwards. If you have a customer account, you can subscribe/unsubscribe by activating/deactivating the “Accept to receive the newsletter and our latest beauty tips” button in your space.
How do I delete my account?
We are sorry that you wish to delete your Etat Pur account. For us to delete your online account, we invite you to contact our Customer Service who will delete all data concerning you.
How to join the loyalty program?
Stay tuned, we will announce soon about our Loyalty Program.
What are the benefits of the loyalty program.
Stay tuned, we will annouce soon.
How do I collect points?
Stay tuned, we will announce soon.
I have a question regarding my order or a product, how can I contact you?