frequently asked Questions
Passion Marine products
🗺️ Where are your products made?
Our products are made in France with the exception of the natural sponge which is harvested in the Mediterranean near Greece.
Our laboratory, factory and warehouse are located in Perros-Guirec in Côtes d'Armor.
🪴 Are your products natural?
Our cosmetics contain ingredients of natural origin in varying percentages indicated on each product page.
🌱 Are your products organic?
Our products are COSMOS certified by Ecocert and this is indicated on the product pages. We formulate well beyond the organic percentages to be respected according to the COSMOS charter. Besides, do you know her?
Of the total product, a minimum of 95% of ingredients of natural origin must be respected. But also, a minimum of 95% organic ingredients out of all ingredients that can be organic (such as plants, beeswax, milk, etc.).
And for non-rinsed products (face creams, body milks, etc.): 20% minimum of organic ingredients on the total product. For rinse-off products (facial cleanser, shampoos, etc.): 10% minimum of organic ingredients on the total product.
🐰 Are your products vegan and not tested on animals?
Some of our references are vegan and this is indicated on the product pages. Our products are never tested on animals: as a reminder, since 2009, it has been prohibited in Europe to test cosmetic products on animals and we do not sell our products in countries that carry out tests themselves.
🧴 What are the ingredients in your products?
You will find details of all the ingredients on each of the product pages.
🤰 I am pregnant/I am undergoing chemo treatment/etc…, can I use your products?
The composition of our organic products meets the COSMOS specifications, strict specifications which respect the health of consumers. However, some of our products contain ingredients like essential oils that are not recommended for pregnant women and sensitized skin. If in doubt, we always advise you to check with your doctor before using our products.
🧑🧒 Can my children use Passion Marine products?
The tolerance of our care has been assessed by our independent expert toxicologist on children aged 6 and over. Even if we don’t necessarily recommend anti-aging cream 😉
🤧 Do the products contain allergens?
Some of our treatments may contain allergens because they are formulated with essential oils or with natural perfumes which contain allergens. As soon as you buy a new cosmetic product, we always recommend doing a small test in the crook of your elbow to check that you are not having a reaction.
♻️ Is the packaging recycled and recyclable?
Our packaging must be thrown into the sorting bin (cases, bottles, tubes, jars) and we have removed any unnecessary instructions. We are working on increasingly eco-designed solutions ( cardboard stick , aluminum pot , etc.) and favor recycled materials and the use of FSC-certified cardboard and paper.
🙋 My deodorant won't come out of its stick, what should I do?
To prime the stick for the first time, warm it gently between your hands in sunlight and it should be ready to use.
🧐 I can see that there are “grains” in my micellar water, is this normal?
Due to the presence of natural ingredients, this product may contain small particles. This in no way calls into question the quality of the product.
🧜♀️ My hair is completely dry after using your shampoos, how does this happen?
If you are not used to using organic products, you must prepare for a transition period. When you stop using silicones, your hair may seem dry and difficult to style for about 1 month: be patient 🙂
❔Why are not all Passion Marine products online on the site?
We are limiting ourselves to a few references for the moment but we are integrating new references as we go along. Our full range will be online at the start of the next school year.
📍 Where can I find your products in store?
Soon, you will be able to find the Passion Marine dealer closest to you by clicking on the “Where to find us” section.
Delivery
📦 What are the costs and delivery times for my Passion Marine order?
- France, Belgium, Andorra, Monaco
Colissimo relay point from €4.90*
Colissimo home delivery with signature from €6.90*
Colissimo home delivery without signature from €5.90*
*Rates are calculated based on the weight of the package, the delivery address and the type of delivery desired.
Free delivery from 79€ purchase.
- Overseas: Reunion, Guadeloupe, French Guiana, Martinique, Mayotte, New Caledonia, French Polynesia, Saint-Pierre and Miquelon, French Southern Territories, Wallis and Futuna
Colissimo home delivery without signature from €29.90
- Swiss
Colissimo home delivery without signature at €19.90
- Europe (relay point): Austria, Czechia, Denmark, Finland, Netherlands, Poland, Portugal, Spain, Sweden, United Kingdom, Estonia, Latvia, Lithuania, Luxembourg, Slovakia,
Slovenia
Delivery to the post office, Pickup relay and Pickup Station lockers = €19.90
- Europe (without relay point): Bulgaria, Cyprus, Croatia, Greece, Hungary, Iceland, Malta, Romania
Colissimo home delivery with signature at €29.90
- Rest of the world: Australia, Canada, Germany, Hong Kong SAR of China, Ireland, Israel, Italy, Japan, Malaysia, New Zealand, Norway, Singapore, South Korea, United Arab Emirates, United States, Afghanistan, South Africa South, Albania, Algeria, Angola, Anguilla, Antigua and Barbuda, Saudi Arabia, Argentina, Armenia, Aruba, Azerbaijan, Bahamas, Bahrain, Bangladesh, Barbados, Belize, Benin, Bermuda, Bhutan, Belarus, Bolivia, Bosnia and Herzegovina , Botswana, Brazil, Brunei, Burkina Faso, Burundi, Cambodia, Cameroon, Cape Verde, Chile, China, Colombia, Comoros, Congo-Brazzaville, Congo-Kinshasa, Costa Rica, Curacao, Ivory Coast, Djibouti, Dominica, Egypt, Ecuador, Eritrea, Eswatini, Vatican City State, Ethiopia, Fiji, Gabon, Gambia, Georgia, South Georgia and the South Sandwich Islands, Ghana, Gibraltar, Grenada, Greenland, Guatemala, Guernsey, Guinea , Equatorial Guinea, Guinea-Bissau, Guyana, Haiti, Honduras, Christmas Island, Norfolk Island, Isle of Man, Åland Islands, Cayman Islands, Cocos Islands, Cook Islands, Faroe Islands, Falkland Islands, Pitcairn Islands, Solomon Islands, Turks Islands -and Caicos, British Virgin Islands, United States Minor Outlying Islands, India, Indonesia, Iraq, Jamaica, Jersey, Jordan, Kazakhstan, Kenya, Kyrgyzstan, Kiribati, Kosovo, Kuwait, Laos, Lesotho, Lebanon, Liberia, Libya , Liechtenstein, North Macedonia, Madagascar, Malawi, Maldives, Mali, Morocco, Mauritius, Mauritania, Mexico, Moldova, Mongolia, Montenegro, Montserrat, Mozambique, Myanmar (Burma), Namibia, Nauru, Nepal, Nicaragua, Niger, Nigeria, Niue, Oman, Uganda, Uzbekistan, Pakistan, Panama, Papua New Guinea, Paraguay, Caribbean Netherlands, Peru, Philippines, Qatar, Macau SAR of China, Central African Republic, Dominican Republic, Russia, Rwanda, Western Sahara, Saint -Barthélemy, Saint Kitts and Nevis, San Marino, Saint Martin, Saint Martin (Dutch part), Saint Vincent and the Grenadines, Saint Helena, Saint Lucia, Salvador, Samoa, Sao Tome -and-Principe, Senegal, Serbia, Seychelles, Sierra Leone, Somalia, Sudan, South Sudan, Sri Lanka, Suriname, Svalbard and Jan Mayen, Tajikistan, Taiwan, Tanzania, Chad, British Indian Ocean Territory, Palestinian Territories , Thailand, East Timor, Togo, Tokelau, Tonga, Trinidad and Tobago, Tristan da Cunha, Tunisia, Turkmenistan, Turkey, Tuvalu, Ukraine, Uruguay, Vanuatu, Venezuela, Vietnam, Yemen, Zambia, Zimbabwe, Island of 'Ascension
Colissimo international expert at €49
🔍 Where is my package and when will I receive it?
We invite you to refer to the tracking link that you received following your order. Then, you can directly track your order on the La Poste website: https://www.laposte.fr/outil/suivre-vos-entreprises
🚚 I placed my order late Thursday afternoon, when will it be shipped?
Our warehouse is open Monday through Thursday and shipments end at 12 p.m. Any order placed between Thursday noon and
Sunday is therefore processed on Monday. In the event of a public holiday, the order is processed the following day.
📫 My package was marked as "delivered", but I have nothing in my mailbox. Is this normal?
One of your kind neighbors or your concierge has probably collected it for you, don't hesitate to ask them!
If you cannot find your package, its status may have been updated in advance. You can wait 24 hours.
If at the end of these 24 hours, you have not received it, do not hesitate to contact us on our contact form, subject "I have not received my package", specifying your order number.
🛃 Will I have customs fees upon delivery of my order?
Member countries of the European Union (excluding Réunion and the French overseas territories) are subject to the VAT rate in force, which means that the price displayed on the site for delivery within the Union European includes all taxes.
For purchases made outside the European Union, the price displayed on the site is excluding VAT and duties must be paid by the consumer upon entry into the territory. In these cases, it is possible that customs fees may be imposed by the customs authorities of the country of delivery. The amount of these fees may vary depending on the country concerned, so it is recommended to consult official sources for precise information.
⌛ I will not be able to receive the package, can I delay delivery?
If you have chosen Colissimo home delivery, you can manage your delivery from the Colissimo email/SMS notification. If you were unable to do so, the delivery person will leave a delivery notice. This document will tell you where your package is currently located as well as the steps to follow to recover it.
Order and payment
🛍️ Where should I add my promo code to benefit from it?
After validating your basket by clicking on Proceed to payment , you can indicate your reduction code to the right of the Discount code or gift card screen then click on Validate .
✍️ Can I modify/cancel my order?
When you place your order, the information is transmitted directly to the warehouse so that your order can be prepared and sent as quickly as possible. Unfortunately, we can no longer modify your order!
If you wish to cancel your order, contact us as soon as possible on whatsapp on +33 (0)6 72 32 18 03. We will do our best to cancel the order if it is not already on its way to your home !
❌ I am unable to pay for my order, what should I do?
First, remember to check the validity date of your card.
If you have just received a new card, you must have previously activated it by withdrawing money or making a purchase in a physical store (excluding the internet).
If your basket is high, also remember to check your monthly payment limit.
💳 What payment methods are accepted by Passion Marine?
We accept payments by credit card (Visa, Mastercard or American Express), Paypal, Shopify Pay and Apple Pay
💔 My order is incomplete/damaged
We sincerely apologize for this inconvenience.
If the package is opened and/or damaged, don't forget to take photos: it is mandatory. It must be refused within 48 working hours of receipt, without opening it. In this case, the carrier will send it back to us. We invite you to then contact after-sales service via the contact form, subject: "My order is damaged/incomplete". Please specify your order number and send us the photos.
If you accepted the package, we will unfortunately not be able to respond to your complaint.
If the package appeared to be compliant upon receipt but you subsequently notice that it is not, please contact us via the contact form. Please provide us with the following elements as part of your complaint:
- For a damaged or broken product: a photo of the entire package as well as its label, a photo of the inside of the package and a photo of the damaged product.
- For an incomplete package or one that does not conform to the order: a photo of the package in its entirety, its label and the contents of the package.
🔙 What is your return policy?
In accordance with the provisions of article L.121-21 of the Consumer Code, you have a period of 14 days from receipt of your order to exercise your right of withdrawal without having to provide reasons or pay. penalty.
You can therefore return the products to us at your expense to the following address:
Uspalla Laboratory
Rue Gustave Eiffel - ZA de Kergadic
22700 Perros-Guirec
The products must be in perfect condition, in their original packaging, unopened and unused.
For any refund request, please contact our after-sales service via the contact form specifying the reason for your request, namely "Exchange and refund".
The risks associated with returning the product, whatever the cause, lie with the customer. If the product is lost by the carrier during shipment, the customer is solely responsible and cannot be reimbursed.
If you exercise the right of withdrawal, we will reimburse you within 14 days of notification of your request and via the same means of payment as that used when ordering. Note that our refund times may vary and depend on the delivery time of your package, verification of products in our warehouse and seasonality.
Marine Passion for professionals
🤝 I would like to become a reseller of the Passion Marine brand, how do I do it?
We invite you to contact us via the contact form, subject: “Become a partner”. A sales representative will contact you as soon as possible.
🗞️ I would like to request an Influence partnership or a press request, how can I contact you?
We invite you to contact us via the contact form, “Influence” or “Press” subjects, depending on your request.
For Influence partnership requests, you can also contact us on Instagram.
🎁 I would like to offer Passion Marine products to my employees, is this possible?
Absolutely, we invite you to contact us via the contact form, subject: “Corporate gifts”.