Frequently asked questions

Choose your products, add them to the cart, enter your details and select a delivery method and a payment method before confirming.

No. You can order without creating an account: you simply enter your details when ordering.

After you confirm your order, check the confirmation screen and the message sent to your e-mail address. If you receive nothing, check your spam folder and then contact us.

Contact us as soon as possible, quoting your reference. A change or cancellation depends on the preparation and shipping status of the order.

In your “My account” area, open “My orders”, then the order details. An invoice can be downloaded when it is available.

Keep the reference given in your confirmation e-mail, then write to us with this reference and the e-mail address used for the order: we will tell you where your parcel is.

Contact us quickly with your reference and the corrected address. Once the parcel has been handed to the carrier, changing the address may no longer be possible.

We use Mondial Relay for delivery to a pick-up point and Colissimo for home delivery. In Draguignan (83300), local delivery is free, by hand, within 24 working hours.

In France, Mondial Relay to a pick-up point from €3.65 and Colissimo to your home from €8.00, depending on the weight of the parcel. The applicable costs are summarised before you confirm your order.

Delivery to a Mondial Relay pick-up point is free from €59 for an order delivered in mainland France (excluding Corsica). This offer does not apply to Colissimo home delivery.

Orders are shipped within 24 hours. Allow 3 to 4 working days afterwards for a Mondial Relay pick-up point and 2 to 3 working days for Colissimo home delivery. The delivery time is shown again before you confirm your order.

If a tracking number is available, you will find it in the order details and can check the parcel's progress with the carrier.

Contact us from the Contact page, giving your reference and the problem you found. Photos of the parcel and the items can help us process your request.

Start by checking the tracking link, when available, then contact us if the situation remains unresolved. Your legal rights in the event of late delivery continue to apply.

You can pay by bank card, PayPal or bank transfer. The available options are shown at the Payment step of the order. In Draguignan, you can also pay on hand delivery, in cash or by bank card.

Payment is processed by a secure payment provider. Never give your card number or password through the contact form.

Order processing depends on the transfer being received and validated. The payment instructions are given during the order.

Check the information you entered and try again if necessary. If an amount seems to have been debited without an order confirmation, contact us before trying again.

When you have a valid code, enter it in the field provided in the cart or at checkout. Any conditions, in particular a minimum purchase and an expiry date, must be met.

For eligible purchases, the legal right of withdrawal is 14 days from receipt. Some exceptions apply, in particular to clearly personalised goods and, under certain conditions, to some sealed products that cannot be returned for hygiene reasons once opened after delivery. See the terms and conditions of sale and contact us for the procedure.

Where a withdrawal is valid, the legal rules provide in principle for a refund within 14 days of notification, with the possibility of deferring it until the goods or proof of their dispatch have been received. Other situations are assessed according to their reason and the terms and conditions.

For eligible purchases, every euro spent earns 1 Lavy point. Products on sale do not earn points. The balance and history can be viewed in your customer area.

A Lavy point is worth €0.05 off. For example, 46 points are worth €2.30.

Points are pending until the order has been delivered; they become usable once the order has the “Delivered” status.

Points can be used from a €10 cart, under the programme's conditions.

Your points have no expiry date. Check the history in your customer area to see your available points.

Points linked to a cancelled order are removed and do not become usable.

Open “My account”, then “My Lavy points”, and select “Transform my points into a voucher” when this action is available.

Lavender and lavandin are two different plants. To better understand their characteristics and uses, read our dedicated article in the Journal.

Always follow the instructions on the product label. Avoid any contact with the eyes, skin or sensitive surfaces when indicated.

Essential oils are concentrated: their use depends on the precautions specific to the product. Follow the label instructions and ask a healthcare professional for advice if in doubt.

See the page of each product and the information on its label or packaging.

Ambiance Provence selects products that come from Provençal know-how. The origin and manufacturer may vary from one item to another: refer to the product page and the label of each reference.

Discover our selection in the “Gift ideas” collection.

Availability is shown on the product page. If an item is temporarily unavailable, come back and check its page.