FAQ
My order / My package / My purchase in store
I placed my order several days ago but I see that it is still being processed. Is this normal?
We are very sorry for the inconvenience. We may experience a slight delay in shipping due to a peak in orders. Please know that we do everything possible to ensure that your order is shipped as soon as possible. A confirmation email will be sent to you once the shipment is completed, containing your tracking number.
Can I return items that don't fit?
Of course! You have 14 days following the date of receipt of your order to send us the items you do not wish to keep. You can find all our terms of return in the section Right of withdrawal. Please note that for safety and hygiene reasons, unsealed cosmetics, earrings and 5Oml bottles cannot be returned or exchanged.
My package was delivered to a collection point but it is closed. How to do it?
The packages could be delivered to another relay point close to the one initially chosen. We invite you to contact Colissimo/Chronopost to obtain more information on this subject. If your package is in return shipment, because it could not be delivered, it will be returned to our headquarters. Upon receipt of the package, we will contact you to arrange a new shipment.
Can I change/cancel my order?
In order to ensure that orders are shipped as soon as possible, it is not possible to modify/cancel orders (content or contact information) once they have been validated.
I placed an order, was charged, but did not receive a confirmation email. Has it been taken into account?
We apologize for this inconvenience. First, we invite you to check if your order appears on your customer account. If the order is not registered on your customer account, we advise you to contact us so that we can confirm its status.
What if I have not received my order even though I have a delivery confirmation?
Please note that there may be a one or two day delay between the estimated delivery date and the exact delivery date. If you still have not received your order 2 days after the delivery notification sent, contact us so that we can tell you what steps to take.
I received my order with a defective item. What should I do?
We are very sorry for this incident. We invite you to send an email containing your order number, along with a photo for proof. This will allow us to initiate compensation.
I bought an item in the store that is defective. What to do?
We are very sorry for this incident. We invite you to visit our store as soon as possible, with your proof of purchase, in order to proceed with an exchange.
My glitter bottle is no longer working. What to do?
We are very sorry for the inconvenience. We recommend that you first remove the spray cap and run it under hot water (inner side) so that the glitter can dissolve.
If the problem persists despite this intervention:
For an in-store purchase:You can visit one of our adopt stores so that our consultants can change the spray cap or your bottle.
For a purchase on the website: You can contact us via the contact form, specifying your order number and attaching a video of the defective bottle. A new spray cap will be sent to you by mail.
In order to optimize the life of your bottle we invite you to shake your bottle before each use to distribute the glitter in the bottle and, if necessary, to regularly rinse the cap of your spray bottle.
My customer account
I am a customer in the store but I can't log in to my customer account on the website. What to do?
If you have never placed an order on adopt.com, please click on "forgot password". You will receive an email with a reset link where you can insert your password. Beware, this email may end up in your spam/junk mail folder. In case of difficulties, you can contact us via our contact form.
I forgot my password and I can't reset it. What to do?
As a first step, you can check if you have already created a customer account by trying to log in to adopt.com. If you already have a customer account, you should check your spam or junk mail folder to see if the email is there. We will not be able to send you a reset email. If you have not received anything please contact us. If you don't have a customer account, please create one.
I would like to delete my customer account. How to do it?
We invite you to contact us so that we can proceed with this removal. If you only want to unsubscribe from our newsletter, you can click on "unsubscribe" (at the end of our promotional emails).
Our commercial offers
How do I get my 20% discount when I bring my empty bottles back to the store?
This eco-citizen offer is valid exclusively in our adopt stores. Simply return your empty bottles to us. You will receive the discount on your next purchase. Good news, you will be able to bring back to the store the bottles you bought on adopt.com!
How do I get my anniversary offer?
This offer is valid only once per person and per year, in all stores in France (except Ajaccio) or on the adopt.com website. The offer is valid only upon presentation of a valid ( card, passport or driver's license). To benefit from this offer on the site, a personal code will be sent by email only.
Offer valid for all adopted customers over 16 years of age registered in the file and having made a purchase in the last 36 months.
Find all the general conditions of our commercial offers here
Our services
Since my order is a gift, is it possible not to include the invoice?
We confirm that no invoice is attached to the orders. Only a delivery note summarizing the items ordered is included.
Do you have click & collect?
We do not have this service. However, you can order on our website, and benefit from the free delivery from 25€ of purchases (in point of withdrawal or at home).
What payment methods are accepted on adopt.com?
You can pay your order either by credit card or via PayPal.
How do I use my gift card/credit?
These methods of payment can only be used in the store before the expiry date.
Is it possible to receive samples?
At this time, we are not able to offer samples (store purchase and web orders).
Is it possible to have your order delivered abroad?
We ensure deliveries in Metropolitan France (Monaco and Corsica included) as well as in the countries of the European Union (except DROM COM, United Kingdom, Switzerland, Cyprus, Malta and Czech Republic). The DROM COM are not part of our scope of delivery.
How do I apply for a job at adopt parfums?
Thank you for your application and for your interest in adopting perfumes! You can send your applications to [email protected].An answer will be given within 4 weeks if your profile interests us.
Didn't find the answer to your question?
Write us via our contact form (Monday to Friday from 9am to 5pm).