Frequently Asked Questions

my account

Your account is created automatically when you place your first order. When you fill in the form with your contact details, you will be asked for a password, which you will then use to log in to your account, using your email address. 📧

If you'd like to create an account without placing an order, you can do so by clicking on the "My Account" tab in the top right-hand corner of our site, or directly on this page and filling in the required information.

Don't worry, it can happen! Just go to this page and click on "Lost Password". You will only have to enter your email address and you will immediately receive a link at this address to create a new password! This one, make a note of it 😉
Log in to your account by clicking on the "My Account" tab at the top right of our site, or directly on this page.
Then click on the "Account" tab and enter your current password as well as the new one you want to set up. Don't forget to save by clicking on the button at the very bottom! ✅
Log in to your account by clicking on the "My Account" tab at the top right of our website, or directly on this page. Then click on the "Addresses" tab and then on the "edit" button. Update anything that needs to be updated and don't forget to save by clicking the button at the very bottom! ✅
For us, it goes without saying that we take the protection of our customers' data very seriously: these are stored on a server based in France and never disclosed to anyone. If, however, for reasons of your own, you wish to delete your account, simply send us a request via this form. Everything will be deleted within 24 hours! 🗑️

To follow our news, receive promotional offers or be kept informed of our innovation preview launches, sign up for the newsletter by clicking here: https: //offres.pulpedevie.com/zn/newsletter.
You'll receive a free toothpaste valid on your first order! 🔥

The whole team takes great care in creating our emails and we want them to be desirable and requested. It's not the case anymore? You can unsubscribe very easily, either by clicking on the link that is always at the bottom of each of our messages, or by going through your customer area. To do this, log in to your account by clicking on the "My Account" tab at the top right of our site, or directly on this page. Then click on the "Account" tab and uncheck the box: "I agree to receive personalized information by emailing", then validate. And that's done 😊

ordering and payment

Nothing could be easier! Just add the products you are interested in to your cart, then click on "see my cart" in the small confirmation window that appears, or on the cart icon at the top right of the screen, or directly on this link: https: //www.pulpedevie.com/panier.

Then follow the steps:

  1. Choose your delivery method and click on Validate 📦
  2. Fill in the requested information or check that it is correct, then choose your payment method 💳
  3. Pay, validate: it's done! Now all you have to do is to patiently wait for your package, which usually arrives within an average of 2 business days! 🚚

You can pay by credit card or cheque.

We have chosen a trusted partner based in France, with the Mollie payment solution. This allows you to use your Visa, Mastercard, American Express... And ensures optimum online security, thanks in particular to control tools such as 3D Secure. 💳

In addition, the implementation of an SSL certificate ensures a secured connection as well as the protection of your banking and personal data. 🔒

A fan of the good old-fashioned way? No problem, we love that old school feel! 😘

Your order will be processed as soon as we receive your cheque, payable to ORGANIC PROVENCE at :

Pulpe de Vie ORGANIC PROVENCE, 26 rue Grignan, 13001 Marseille.

If you prefer things to go a little faster, you can also pay for your order directly using this paypal link: https://www.paypal.me/pulpedevie (don't hesitate to confirm your payment afterwards by contacting us via this form).

As soon as your order is shipped, you will receive an email with a colissimo tracking link that allows you to follow your package on the carrier's website. 🚚

You haven't received anything yet? Check the status of your order by logging into your account: click on the "My Account" tab on the top right of our site, or directly on this page. Then click on the "Orders" tab to see all your orders placed on the site and check their status in the "Status" column:

  • In progress: the order is being processed by our logistics services
  • Completed: the order has been shipped by us, you should have received the tracking link
  • Failed: the payment of the order did not work, you can still finalize it by clicking on the "pay" button
  • Cancelled: the order was cancelled because the page was closed prematurely or there was a technical incident. Contact us for more information!

You don't understand the status of your order? Contact us directly via this form.

Contact us as soon as possible! The sooner we receive your request after your order, the more likely we will be able to make the change before your package is shipped. For this, please prefer to contact us by phone at 09 72 53 51 75. 📞

You can also change your contact information directly in your customer area (to know how to proceed, please refer to the question My Account > How to update my personal information). These changes will be taken into account for the next order but not for an order already in progress. ⚠️

It depends! We will do our best to satisfy you as much as possible.Contact us as soon as possible by phone at 09 72 53 51 75. 📞

The sooner we receive your request after your order, the better chance we have of making the change before your package is shipped! If your package is already in the hands of the carrier, we will unfortunately not be able to change or remove the product. 

Yes, in accordance with our CVG, you are responsible for return shipping costs

How does it work? 

Return any unsuitable products(unopened, unused, in the original packaging) to the following address: 

Customer service ORGANIC Provence - 26 rue Grignan 13001 Marseille

As soon as we receive your package before issuing an immediate credit note or refund within an average of 14 working days.

No problem! We provide it to you on request via this form within 24 hours. ⏱️

Have you checked that the promotional code received is :

  • correctly spelled
  • still within its validity period
  • compatible with your shopping cart (minimum purchase to respect, mandatory product to add...)

If so, send us a message via this form and we will do our best to help you benefit from the promotion. 📧

We strive to make our website easy on the eyes, easy to navigate, and easy to order from. Unfortunately, the gods of technology sometimes don't let us get away with it! If you encounter a technical blockage, send an email via this formwith the screenshot of the page and a precise explanation of the steps that led to the error. 🚫

It's easy!

  • Log in to your customer area: click on the "My Account" tab at the top right of our website, or directly on this page.
  • Then click on the "Orders" tab, then look for the order you want to duplicate and click on the "View" button.
  • There you will find the list of products of the relevant order as well as the button "Order again" which will allow you to directly access the payment page.

A great time saver to refill your stock in no time! ⏱️

Go to the website of our partner, La Carte Française, to get your code Discount. Then it's very simple: choose the products you like, and enter your code Discount in your basket! 

Find out more here: 

Gift cards - How it works (lacartefrancaise.fr)

delivery

It's easy to ship to mainland France: postage is €3.90 at a relay point, and always free for purchases over €50! 📦

For international shipments, all prices are detailed on this page. A little help reserved for our French-speaking neighbors: shipments to Belgium, Switzerland and Luxembourg are free for orders over 70€! 🎁

Do not hesitate to consult here the delivery leadtimes to your country. And if you have any questions, we're here! 👋

If you reach a minimum order of 40€ (including VAT) for a shipment to France, or 70€ (including VAT) for a shipment to Switzerland, Belgium or Luxembourg,we offer you free shipping! You don't have to do anything to benefit from it, the delivery will be automatically set to zero when the amount is reached.

As soon as your package leaves our warehouse, you will receive an email indicating that your package has been taken by the carrier. The tracking linkwill also be indicated in that same email. By clicking on it, you will access the tracking of your shipment directly on the website of the carrier. 🚚

No problem! Just check the "Ship to a different address" box in the form where you fill out your contact information when you place your order. 🎁 Unfortunately, it is not yet possible to attach a personalized note to the package...

In spite of the systematic double check that we carry out when filling the package in the warehouse, it can happen that in exceptional cases a human error occurs and that your order presents an anomaly.

If you are in this case, don't worry: take a picture of the package you received with its contents inside, and send it to us via this form. We will come back to you very quickly with a satisfactory solution! 🙏

We take great care in packing the products inside the boxes, whose size is adapted according to the number of products ordered. For environmental and common sense reasons, we do not overpack, and we have banned all plastic-based stuffing. ♻️

In rare cases, if the package has been particularly badly handled during transport, it may exceptionally happen that a product arrives damaged. If you are in this case, don't worry: take a picture of the package with its contents inside, and a picture of the product in question, and send them to us via this form. We will come back to you very quickly with a satisfactory solution! 🙏

Once we have put your order in the hands of the Post Office, the delivery depends on the reliability of their services and we unfortunately do not have the power to accelerate the process nor to directly compensate for unforeseen events that may occur (strikes, negligence, theft from mailboxes...).

However, we want you to have the best experience possible and will do everything we can to ensure that you receive your order, no matter what. If this happens to you, don't worry: contact us via this form and we'll do our best to find a satisfactory solution! 👍

Yes, of course! You can return any new, unopened product, in its original packaging and in perfect condition, within 14 days of placing your order. You are responsible for return shipping costs.

our products

Yes! All of our formulas are designed to be as healthy as possible: certified organic, they contain at least 99% ingredients of natural origin. 🌿

So they are recommended to take care of all skin types! 🤍

Only the protective toothpaste ORGANIC Fresh Kiss, the fabric mask ORGANIC Margar'éclat, and the purifying shampoo ORGANIC Sorbet Givré should be avoided as a precautionary measure, as they contain essential oil, which is not recommended during pregnancy and breastfeeding. ❎

If you have any doubts, do not hesitate to ask your doctor for advice using the complete INCI list that you will find on each product sheet. 

If you are looking for a product that you can't find in store, you can order directly from this website: you will find all our catalog available in real time, and this is where you have the best chance to find it in stock. 🍀

It is important to know that our product catalog is constantly evolving: we stop marketing products that no longer correspond to the demand of the majority of our customers, we release new products, and we manage the stocks of existing products that would temporarily be out of stock. If you don't find the product you are looking for, you can choose one of two things:

  • either the product is temporarily out of stock: in this case a message is displayed on the product sheet indicating its new expected arrival date 🗓️
  • the product will no longer be sold: in this case you will be redirected to a similar product 👀

Yes, depending on the quantity of products you buy! You systematically benefit from a sliding-scale discount on lots:

  • For treatments in the Face category : 
    • Buy 2 identical products and save 10%.
    • Buy 3 identical products and save 15%.
    • 20% discount on 4 or more identical products
  • For treatments in the Hygiene or Hair care categories
    • Buy 2 identical products and get -5% off
    • Buy 3 identical products and save 10%.
    • From 4 or more identical products, -15% discount

As you know, our mantra is the fight against waste, and the expiration dates are only indicative for an optimal efficiency of the product. 

If the expiration date of your care product is very close or has recently passed (1 to 6 months), you must first check that everything seems normal in the following 3 control points: texture (no degradation or dephasing), color (no suspicious alteration), smell (no "wierd" smell). If everything is ok, we advise you to test the product by putting a little cream in the hollow of the wrist and to wait 48 hours to see if no reaction occurs. If so, you can use the cream without worrying, the only risk being that the product has lost some of its effectiveness in terms of active ingredients.

Of course, we can not substitute ourselves to the advice of a health professional and at the slightest doubt, do not take any risk and abstain from using it!

Our laboratory undergoes very strict controls that allows to eliminate any doubt about possible contamination of the product before the sale. 🔍

On the other hand, after opening, as our care products are more than 99% natural and contain the least possible amount of preservatives, storage conditions (heat, humidity...) may favour an alteration of the product which may be the cause of a reaction: make sure you wash your hands well before use and pay attention to the 3 key control points (texture, color and smell: see the answer to the previous question) ⚠️

Then, it is possible that you have a particular sensitivity to one of the components of the product, which may cause a reaction. This can happen in very exceptional cases, for example because of the fruit or flower extracts contained in the product. Indeed, even the most natural ingredients can cause reactions for people with recurrent allergies because the natural active ingredients are more powerful. This kind of reaction happens very rarely, but since each skin has its own particular sensitivity, it is impossible to predict it in advance. 🔮

We advise you to ask your doctor for advice to ensure that you do not have a sensitive allergy to any of the ingredients countained in the product. You will find an exhaustive list of these ingredients "translated" into an understandable language in each product sheet.

We also ask you to inform us of any problem that occurs after the application of a product. We will immediately inform our laboratory so that we can take this feedback into account to optimize the formula of this product.

You can findthe detailed INCI list of all our products on each product sheet. Each scientific name of an ingredient is followed by its definition in clear and understandable language, so you can really know what's inside! 🧪️

We also indicate the precise percentage of ingredients of natural origin and their related part in the whole formula. 🧴️

We are so committed to transparency that we also wanted to display at the top of the product sheets the scores obtained on the 2 main cosmetic scan apps: Yuka and INCI Beauty! 💯

In some supermarkets, and also at independent retailers, such as pharmacies or beauty centers. We don't know which products our retailers have in stock. 

That's why we recommend order directly from our e-shop: our entire catalog is available and in stock! Delivery generally takes 48 to 72 hours 😊

PS: We don't yet have a dedicated boutique, our Marseille address is our office address. 

Hey no, we don't make samples... That would be contrary to our most fundamental values: the fight against waste and the reduction of waste

In response to your feedback, we've changed our corporate identity. The aim: to have a more modern image, highlighting the expertise of our products, while retaining the brand's ecological DNA. 

As you know, we don't like to waste, so we're clearing out our stock with our old design, before making any packaging changes. 

Whatever the logo or colors on the packaging, our products remain the same: certified ORGANIC care products, with fruit saved, effective, good for you and good for the planet!

subscribe

It's as simple as that! Choose the products you're interested in, and when you're ready to add them to your basket, click on "I subscribe". Then choose the quantity and frequency you want: you can receive your subscription every month, every 2 months, every 3 months or every 6 months.

That's all there is to it! All that's left is to finalize your order by confirming delivery and payment, just as you would for a normal order. To access all the details of your subscription, go to the "Subscription" tab in your customer area or click directly on this link.

Rest assured: you're always in control of your subscription. You can easily modify everything in your customer area, which you can access by clicking on the "My Account" tab in the top right-hand corner of our site, then on the "Subscription" tab, or directly on this link.

  • Modify your address: click on the "View/Modify" button of your active subscription, then click on "Modify subscription". Enter your new billing and/or delivery address, and don't forget to save your changes.
  • Modify frequency: click on the "View/Modify" button of your active subscription, then click on "Modify subscription". Change the values in the "Modify frequency" line, then save. You can receive it more or less often - it's up to you!
  • Remove products: click on the "View/Modify" button of your active subscription, then click on "Modify subscription". In the "Products" section, click on the cross to the left of the product you wish to remove. Don't forget to save your changes.
  • Decrease or increase the number of products: click on the "View/Modify" button of your active subscription, then click on "Modify subscription". In the "Products" section, use the arrows to change the number to the right of the product. Don't forget to save your changes.

Vacation, occasional absence, or not available to receive the parcel? Don't worry, you can simply cancel your next subscription due date!

Simply go to your customer area, accessible by clicking on the "My Account" tab in the top right-hand corner of our site, then on the "Subscription" tab, or directly on this link. Then click on the "View/Modify" button of your active subscription, then on the "Skip next shipment" button. And that's it!

Nothing could be easier: go directly to the product sheet of the skincare product you wish to add to your subscription, and click on "Add to an existing subscription". A confirmation message appears: bravo, the product has been added!

Of course! Each time your subscription expires (once a month, or once every 2/3/6 months, depending on what you've chosen), the order is automatically created, and you receive a confirmation email with a summary of your order. As soon as your order has been dispatched, a tracking link is sent to you by email!

YES. No commitments, no constraints: the subscription is designed to save you time and mental effort, not to add to your stress! 

To end your subscription, access your customer area by clicking on the "My Account" tab in the top right-hand corner of our site, then on the "Subscription" tab, or directly on this link. Click on the "View/Modify" button of your active subscription, then click on "Cancel subscription". That's it, your subscription is immediately cancelled, and no further payments will be taken!

you & us

Oh yeah, with pleasure 💛

Send us a quick message to partenariat@pulpedevie.fr, with the link to your blog, your youtube channel, your tik tok account... and a few details about yourself! 😉

Or directly via MP (message) on social networks:

Instagram 🤳 @pulpedevie

Facebook 🍻 PulpedeVie.France

We publish all our job offers on our linkedin page where you can apply directly as soon as you see an active offer : https://www.linkedin.com/company/pulpe-de-vie/

For a spontaneous application, contact us via this form and we will forward it to the relevant person!

Contact us for more information!

Contact form ✍ this way

Telephone 📞 +33 9 72 53 51 75

Instagram 🤳 @pulpedevie

Facebook 🍻 PulpedeVie.France

Chat 💬 available on the right of this window 👉

To know everything about our anti-waste commitments, to discuss the composition of our products, or just to tell us about your life... We can't wait to hear from you!

See you soon...

Excellent choice, hehe 👍

Beauty salons, pharmacies, organic stores or green marketplaces, beauty box creator... You can order online on a website that is especially designed for you!

Our web interface dedicated to professionals is here: https://pro.pulpedevie.com/

You can now order directly in a secure way, with exclusive rates and advantages, from a minimum order of 250€ HT.

You read through our customers' reviews directly here.

To leave us a review, we made it simple: you can answer the questionnaire Verified Opinion that you will receive by email 7 days after your order! You can also give your opinion via your Google account or on Facebook.

If you like us, tell us, if you think of points we could improve, tell us too: like Florent Pagny, we are for freedom of thought 💚

Wow, thank you so much for your support! ❤ It means a lot to us to hear from you and to know that you like our products... If you want to, feel free to post your review It helps our little company a lot 😉

our values

All of our organic  skincare productsare labeled to guarantee you a charted control of the origin of our ingredients, our formulations, and their development. 🌱

Our certifications : 🏆

Cosmebio, which through its bill of specifications guarantees an ethical commitment to respect for people and the environment, compliance with the principles of organic and natural cosmetics and transparent marketing.

✅ Ecocert, which guarantees responsible practices and ensures that the fruit and vegetables that go into our care products are definitly organically grown.

None of our products are tested on animals, neither in France nor elsewhere. We respect life in all its forms, it's part of our brand's DNA! 🐰

On the other hand, as animal testing has been banned for cosmetics in Europe since 2013, indicating this on our products or on the website is considered as unfair competition by the DGCCRF, which is why you won't find this indication anywhere 🙂

All our products are Vegan except 3 references:

These products of the hive are from small family farms managed sustainably, respecting the well-being of our friends, the bees. 🐝

Since it became trendy, all brands have rediscovered the concept of green... and are trying to ride the wave, with more or less legitimacy. 🤔 

We are organic and anti-waste since our creation in 2009, when it was much less mainstream. Yes, we did this out of conviction. We are not perfect, we can still improve! And we listen to your suggestions very carefully. 👂

But here's what we've already set up: our 10 anti-gaspi actions that we're committing to, right now, to make things move at our stage. Because as a wise person said, "be the change you want to see in the world" 🧘

The answer is 100% YES, from the time the fruit is harvested to the time they arrive to your place!

Thanks to the commitment of our partners, farmers and local manufacturers, we have been supporting a local economy for 13 years, thus contributing to the maintenance of employment of a hundred people in 7 French departments. 🇫🇷

By choosing us, you bring your support to a small company from Marseille (that's us 😎) facing the industrial giants of cosmetics.

To discover our backstage and learn all about the origin of our fruits and our manufacturing steps, it's here!

Make no mistake: ORGANIC and natural are not the same thing at all! ❎

If an organic is necessarily at least 95% natural and labeled by an independent organization that guarantees its composition, the opposite is not true ... ✋

Any product can be called "natural" whena certain percentage of its content contains an ingredient from nature. This does not mean that it is free of chemicals or pesticides, nor does it guarantee its origin or its extraction process... ⚗️

So please, pay attention to the labels and do not rely on the color of the packaging because greenwashing is trendy and many brand also surf of the natural waze! To learn more, it's in this article.

That's right, our prices are very attractive if we compare it to those practised on the global market. Why ? Because our aim is to make organic and natural cosmetics accessible to all, without compromising on quality! 💪

To achieve this, we have been maintaining privileged relationships with our local partners over the past 13 years. This allows us toobtain raw materials under optimal conditions, and we also choose to make an effort on our margins, unlike large groups that must respond to pressure from their shareholders. We also spend much less on advertising! 😏

Clearly, it is the fact of being a very small structure well anchored in the economy of our region which enables us to propose great products at great prices. More details here !

Contact us

Didn't find what you were looking for in the answers above?

Do not hesitate to contact us directly: by email via this form or by phone at 09 72 53 51 75. Chloe answers you from Monday to Friday, from 9am to 6pm! 📞