Questions fréquentes

All the brand's skincare products are certified organic.

PATYKA is one of the first brands to be certified organic by ECOCERT, an independent certification and inspection body approved by the French Ministry of Industry and recognised worldwide.

For more information, please visit https://patyka.com/pages/la-maison-patyka.

All our skincare products are 100% vegan, with the exception of Hydra-Soothing Moisturizer, Intensive Hydra-Soothing Moisturizer and Instant Wrinkle Filler, which contains cruelty-free beeswax.

All PATYKA products are Cruelty free. None of them, nor any of their ingredients, have been tested on animals. This commitment is particularly important to us, and has been since the creation of the brand.

All PATYKA products are Cruelty free. None of them, nor any of their ingredients, have been tested on animals. This commitment is particularly important to us, and has been since the creation of the brand.

However, the DGCCRF (Directorate General for Competition Policy, Consumer Affairs and Fraud Control) reminds us that animal testing on cosmetic products is prohibited by European regulations, so the claim ‘not tested on animals’ is deemed inappropriate and must not appear on products. For more information, visit https://www.economie.gouv.fr/dgccrf/cosmetiques-ne-vous-fiez-pas-a-lallegation-non-teste-sur-animaux.

As part of this legislation, the Leaping Bunny logo is being removed from our packaging and products.

All PATYKA skincare products are made in France.

All Patyka skincare products can be recycled. The packaging comes from eco-managed forests and the inks are vegetable-based.

Cardboard boxes: you can recycle them with cardboard and plastic.

Glass bottles: you can unscrew the pump from the product and recycle the glass.

Plastic packaging: we prefer to use recyclable PET plastic, authorised by the Ecocert organic label, which you can recycle along with cardboard and plastic.

All PATYKA products are on sale on this site, as well as at numerous points of sale. To find your nearest stockist, visit https://patyka.com/apps/store-locator.

For a personalized routine, adapted to your needs, skin type and beauty concerns, you can :

1) Complete the online beauty diagnosis: https://form.typeform.com/to/Z0EeV5XJ

2) Book your Beauty Appointment on our website, which will allow you to benefit from a personalised 15-minute diagnosis and an exceptional offer on your next order: https://calendly.com/patyka/conseils-personnalises-patyka?month=2024-05

3) Contact our customer service department by e-mail to e-boutique@patyka.com or by phone on +33 8 01 90 25 50

All our skincare products have an overall shelf life of 3 years from the date of manufacture. Our batch numbers, located on the underside of the packaging or product, are made up of a letter and 5 digits: the last 2 digits indicate the year of manufacture, and the first 3 the day number.

For most of our products, once opened they can be used within one year.

Huile Absolue and Regenerating Night Serum have a shelf life of 6 months, and our suncare products (Face Sunscreen and Body Sun Milk) have a shelf life of 9 months.

The notion of comedogenicity is actually a very personal one.
We take the utmost care when formulating our products to ensure that they are suitable for as many people as possible, but individual reactions are unfortunately unpredictable, even for "non-comedogenic" skincare products.

Moreover, comedogenicity tests are carried out on pure active ingredients, rather than on a complete formula, in which a so-called "comedogenic" ingredient may see its effect counterbalanced by other ingredients.

We can therefore only recommend that you try out the product with samples, which you can request at the point of sale, to see how your skin reacts.
See the list of sales outlets: https://patyka.com/apps/store-locator

Pregnant and breastfeeding women can use all our products with the exception of the Huile Absolue, Regenerating Night Serum, Anti-Blemish Toner, Anti-Blemish Serum and Brightening Renewal Night Peel.

We have also developed the Anti-Stretch Mark Body Oil, which can be used from the 1st month of pregnancy and while breastfeeding.

Despite all the care we take when formulating our products, allergic reactions are still possible.

If this happens to you, please contact our Customer Service department by e-mail to e-boutique@patyka.com or by phone on +33 8 01 90 25 50, indicating the name of the product and the batch number, which you can find on the underside of the packaging or product.

We will send you a cosmetovigilance form, so that we can report the case to our laboratory.

If you purchased the product from an authorised stockist, only this stockist will be authorised to exchange the product or refund your money.

If you bought the product on our website, we will be able to proceed with an exchange or refund.

Promotional codes apply conditionally, during payment. Only one promotional code is allowed per order.

If your promo code doesn't work:

1) Make sure you meet the conditions for using the code.

2) Make sure the code is written correctly.

3) As a last resort, try applying the promo code in private browsing.

If the promotional code still doesn't work after following these steps, we're probably experiencing a technical problem. Please contact our Customer Service by e-mail at e-boutique@patyka.com or by telephone on +33 8 01 90 25 50.

If, for any reason, you are unable to place an order on our site, please contact our Customer Service department. You will then be able to place your order by telephone. If you do not wish to provide your credit card details over the phone, we will be able to send you a payment link, which will allow you to confirm your order yourself.

We have a very short lead time to change the content of an order.

If you've just placed an order and want to change it, it may not be too late, as your order may not yet have been transmitted.

Please, contact our Customer Service department as soon as possible, by email to e-boutique@patyka.com or by telephone on +33 8 01 90 25 50.

If your order has already been dispatched, you can return the product to us once you receive it. You will then be responsible for the postage costs.

We have a very short lead time to change the content of an order.

If you have just placed an order and would like to add a promotional code to it, it may not be too late, as your order has not yet been sent.

Please contact our Customer Service as soon as possible by e-mail at e-boutique@patyka.com or by telephone on +33 8 01 90 25 50.

When you place an order on patyka.com, we encode your information using Secure Sockets Layer (SSL) encryption technology, the most secure security protocol for online transactions to date.

You can therefore place your order on this site safely and with complete peace of mind.

Your bank details are encrypted using the SSL protocol and are never kept or saved on this site without your consent.

We offer payment by credit card or PayPal.

You also have the option of paying in 2 or 3 instalments free of charge, thanks to our partner Alma.

You have 14 working days from the date you receive your order to inform us that you wish to return one or more products. They must be in their original condition and accompanied by the delivery note.

Please contact our customer service department before returning the product(s), by email to e-boutique@patyka.com or by telephone on +33 8 01 90 25 50. Except in exceptional circumstances, you will be responsible for the postage costs.

Products purchased online on this site cannot be refunded or exchanged at an authorised distributor. Similarly, a product purchased from an authorised distributor cannot be returned in the same way as a product purchased online on this site.

You can request trial samples from the brand's distributor stockists, where you will receive expert advice from professionals.

Here's the link to find your nearest stockist: https://patyka.com/apps/store-locator.

We would also like to remind you that for every purchase on the https://patyka.com website, you'll receive 2 free samples.

PATYKA delivers to all countries except : Bonaire, Sint Eustatius and Saba, Bouvet Island, China, Finland, Indonesia, Netherlands, Croatia, Slovenia, Russia, Svalbard And Jan Mayen, Sweden, Ukraine, United States, Minor Outlying Islands, Mexico, Morocco, UAE, Bahrein, Qatar, Kingdom of Saudi Arabia, Oman, Kuwait.

Packages are dispatched within 48 working hours after the order is confirmed. In metropolitan France, Colissimo commits to a delivery within 48 hours. Outside the Schengen area, parcels are subject to customs checks that can slow down delivery, and over which PATYKA has no control.

Outside Europe, the average delivery time is 3 weeks to 1 month.

For delivery outside France, the status will not be updated during transit. We invite you to check its progress regularly using the tracking number that will be sent to you by email once it has been shipped, and that you can also find by consulting your order history.

To access your order history, you will need to create an account on patyka.com, or eu.patyka.com for international orders.

Delivery costs:
– Metropolitan France: Colissimo without signature: €4.95 (free for orders over €39) - Colissimo collection point: €3.95 (free for orders over €40) - Colissimo with signature: €7.95
– Spain & Italy: Colissimo with signature: €6.95 (free for orders over €39). Colissimo Pick-Up Relay: €3.95 (free for orders over €39).
– Europe: €8 (free for orders over €100)
– United Kingdom: €9 (free for orders over €150)
– French Overseas Territories: €15 (free for orders over €150)
– Rest of the world: €18 (free for orders over €150)

Outside the Schengen area, any order is liable to be taxed. Patyka is not responsible for these fees and has no control over their amount.

Returns must be made within 14 days of receiving the order. It is imperative to contact us before returning an order.

The products being returned must be unused (unopened) and in their original packaging, which must be in perfect condition.

Return shipping costs are the responsibility of the customer, except in certain cases.

Refunds or exchanges will be processed upon receipt of the package at our warehouse, and we reserve the right to refuse a refund or exchange if the conditions are not met.

If your parcel is declared as delivered but you haven't received it, we invite you to start by asking your neighbors, your janitor or your post office.

Sometimes Colissimo updates the status of a parcel before it is delivered. Please wait 48 hours before making a claim with them, and then contact our Customer Service department by email to e-boutique@patyka.com or by telephone on +33 8 01 90 25 50.

We will also open a claim, and get back to you as soon as we get a response from the carrier.

If your order is incomplete, or if you have received products other than those ordered, please contact our Customer Service department by email to e-boutique@patyka.com or by telephone on +33 8 01 90 25 50.

We sincerely apologize for any inconvenience caused.

If one of the products was broken or has leaked during transit, please contact our Customer Service department by e-mail to e-boutique@patyka.com or by phone on +33 8 01 90 25 50, detailing the problem encountered and indicating the batch number, which you can find on the underside of the packaging or product.

Placing an order on our site does not mean that you have created an account. If your email address is not recognised even though you have entered it correctly, please create an account at https://patyka.com/account/login.

If you would like your personal data to be deleted from our database, as you are entitled to do by law, please contact our Customer Service department by e-mail to e-boutique@patyka.com or by phone on +33 8 01 90 25 50.

For further information, please visit https://patyka.com/pages/mentions-legales.

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