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Frequently Asked Questions

Customer service, ordering & payment advice
Contact us
Our team will be pleased to speak with you Monday to Friday from 9:30 to 12:30 and from 13:30 to 17:30.
For any information request, you can contact us directly - via the contact form - via our email address, team@]lyophilise.com - by phone on +33 (0) 2 97 87 23 73 - via online chat on the site - by mail or in-store at the following address: LYOPHILISE & CO, Pôle Course au Large, 6B rue du Sous-Marin Vénus 56100 Lorient, France Please give us as much information as possible (name, email address, telephone number, order number, etc.) in order to be able to respond in the best way.
Managing my account
It is very easy to create an account on our site. You just have to go to the "My account" tab and click on "Create an account". Then, all you have to do is add your email address and fill in the various information requested and validate your registration. A validation email will be sent to your address.

You can then reconnect at any time to your Lyophilise.fr account and monitor the status of your orders or modify your personal information.
If you have forgotten your password, click on "Forgot password?" and an email will be sent to you immediately to create a new password.

If that does not work, do not hesitate to contact us directly by phone on +33 (0) 2 97 87 23 73 or by email to team@yophilise.com to help you resolve the problem.
Rest assured, your data is only intended for Lyophilise & Co: our customer service, our in-store teams. + link on personal data

You can ask to view, rectify or delete your personal data. All you need to do is contact us through our contact form.
My order
You can place your order according to your preferences:
- online 24 hours a day, 7 days a week
- via the contact form or by email to the address, team@yophilise.com
- by phone on +33 (0) 2 97 87 23 73
- by post to the following address: SAS FLAVOURS AND LOGISTICS - LYOPHILISE & Co, 6B rue du Sous-Marin Venus, 56100 Lorient, France

You can also complete a quote request online. Upon receipt, we promise to respond to you within 48 hours (during working days).

The vast majority of the products, which you find on our website, are available immediately and shipped within 24 hours.

When you need to order large quantities and we don't have that quantity available, we will restock to meet your demand. This may then involve a slightly longer order processing time. This information is clearly indicated when you move the products to your shopping cart.

For certain products (out of stock, in the process of restocking or on request), the lead times may be longer. This information is clearly indicated on each product sheet and during the ordering process.

If your order includes products both with a dispatch time of 24 hours and products that are not immediately available, it will be shipped to you in one go, as soon as we have collected together all the products ordered. We will also notify you by email of the delivery timescale for your order.

If your order is urgent, we can still send you the available products before the others, if you wish. Please contact us at team@lyophilise.com or by phone in this case.

You can follow up on your order by consulting your customer area, furthermore you will also be kept  informed by email during the various stages.

In the event of a particular problem or to find out the timescale or status of your order, do not hesitate to contact us by email or phone in order to find a solution.

If your order is pending, it means that one or more items is or are not in stock. The time to replenish the item(s) was indicated at the time of ordering and also in the confirmation email. Please do not hesitate to contact us if you wish to change your order, so that we can send it to you as soon as possible. Otherwise, your order will be shipped once complete.

We are at pains to deliver your package to you on time. However, we can modify or cancel an order if the order is still at our premises. To do this, do not hesitate to contact us immediately on +33 (0) 2 97 87 23 73 or via our contact form.

To receive a quotation, you must log into your customer area. You then prepare your basket, check your items and click on "Quote". You can specify the subject of your quote or contact us for any special requests. To pay for your quote, log in to your customer area, go to the “My saved quotes” tab, then click “Pay”.

Payment

You can settle:

  • By credit card using Paybox, our secure payment solution, during your purchase on the online store
  • By PayPal
  • By bank transfer (our bank details will be sent to you upon validation of your order)
  • By administrative mandate for communities and companies (quotation to be sent to team@lyophilise.com)

SAS SAVEURS & LOGISTIQUE - LYOPHILISE & CO Pôle Course au Large 6 bis, rue du Sous-Marin Venus 56100 LORIENT France

  • By cash, cheque or credit card directly in-store in Lorient

Upon receipt of your payment, the order will be shipped within 24 hours (if the products are in stock and during working days)

The security of payments on our site is assured by our partner Paybox, which uses 3D Secure, an effective tool in the fight against fraud.

Lyophilise.fr never has access to your details and does not store them in any way on its servers. For this reason that you are asked for them upon each new order from our site. See "General conditions of sale", clause 8.

You will receive your invoice within your package upon delivery. You can also ask us for a duplicate of your invoice by email.

You have obtained a discount code and wish to use it on our site.

It's very simple: after moving the items of your choice to the basket, insert your promotional code in the "Advantage Code" field and click on OK. The total amount of your basket is then updated according to the code entered.

If you have collected 300 points in your loyalty account, you will automatically be able to use your voucher when paying for your order.

Your points are valid for 12 months, but after this date they will be lost.

Transport
Delivery

United Kingdom

Mode of transport Time limit Price Comments

Colissimo Home

3 to 4 working days (excluding Customs deadlines) 8.48 Excl. tax Excluding VAT, Customs duties and Customs clearance, costs charged to the recipient
Schenker 4 to 5 working days (excluding Customs deadlines) 8.48 Excl. tax Excluding VAT, Customs duties and Customs clearance, costs charged to the recipient
 

Europe (Zone 1)

Delivery country: Germany, Netherlands, Austria, Spain, Portugal, Ireland, Italy
 
Mode of transport Time limit All taxes included in the price Comments
Chrono - Pick-up points 2 to 3 days €6.95 See those countries concerned above with *
Colissimo Home 3 to 4 working days €8.95  
Schenker 4 to 7 working days €8.95 By appointment
 
 

Europe (Zone 2)

Delivery country: Denmark, Austria, Hungary, Latvia, Lithuania, Poland, Czech Republic, Slovakia, Slovenia, Sweden, Bulgaria, Cyprus, Croatia, Finland, Greece, Iceland, Malta, Norway, Canary Islands**
** Please note, the Canary Islands have a specific Customs regime and Customs deadlines can be extended.
 
Mode of transport Time limit All taxes included in the price Comments
Chrono - Pick-up points 4 to 6 days €12.95 See those countries concerned above with *
Colissimo Home 5 to 10 working days €14.95  
Schenker 5 to 10 working €14.95 By appointment

If you wish delivery to another country, do not hesitate to consult our transport page to find out the delivery times and prices.

For deliveries outside Europe or in the French overseas departments and territories, you can generate your basket as an estimate on our site by specifying "Price of delivery + the desired destination" in the subject. Our team will calculate the shipping costs according to the destination and the weight of the package and will come back to you within 48 hours with the procedure to be carried out to settle your estimate.

Parcel tracking

In addition to your order confirmation, you will receive an email informing you that your package has left our warehouse, along with a tracking number. Parcel tracking will be active in the hours following the sending of the email. However, if this does not work, you can contact us by email, team@lyophilise.com, or by phone to find out more.

If you have opted for delivery with Chrono-relais, you have 7 working days to collect your package.

If you have opted for delivery with So Colissimo relay point, you have 14 working days to collect your package.

A third party may collect your package by using these methods:

  • For relay points: a photocopy of your identity document, a power of attorney attesting that this person is authorised to collect your package and your order number or your package number (for relay points and post office)

You can also, when placing your order, specify the name of the person in charge of collecting your package directly, instead of your name. This will facilitate the process.

  • At the store in Lorient: only your name and order number

When validating your order, you can choose a different delivery address from the billing address. You can also change your addresses in your customer area.

After-sales service, returns & refunds
Returns and refunds

You are responsible for the return costs, unless it is a problem with your order or with the delivery. In this case, you can contact us to send you a packing slip.

Shipping costs are reimbursed in the event that you return your entire order to us. If you have kept one or more items, the shipping costs are not refunded, because a delivery has taken place.

Upon receipt of your return package at our premises, we will proceed with the refund according to the means of payment used when placing your order.

This is done within 5 working days from the date on which the refund request is entered.

For your information:

  • Credit card/PayPal account: 72 hours on working days
  • Bank transfer: 4 working days (bank registration deadline for your bank details + transfer)
  • Cheque: 4 working days
Delivery problem

We do everything we can to package the products properly that we ship. However, if a package is delivered damaged, you must inform the delivery person at the time of receiving the package. 

In the event that the package is not damaged but the product has nevertheless suffered damage, we recommend that you take a photo of the product and send it to us by email to team@lyophilise.com. You can also contact us by phone on +33 (0) 2 97 87 23 73.

If you no longer want your order, you have 14 days to withdraw. Legal information on returning goods can be found in the "Right of withdrawal" tab. 

Relay points have become a very popular choice in the current health context. If the relay is full-up or closed, the carrier will direct the packages to the nearest, available relay point, so as not to delay orders for too long. If the new relay point is too far from your home, do not hesitate to contact our customer service so that we can find a solution together.

We remain very vigilant about the impact of the health situation on our carriers and suppliers.

Currently, all our delivery methods remain available: a large majority of withdrawal points remain open and home deliveries are normally provided, as well as express deliveries. 

On the stock side, our suppliers continue to supply us regularly and only a few products have been affected by longer restocking times, but these are updated in the product sheets.

Partnerships
Sponsorship

Thank you for thinking of Lyophilise & Co for your next adventure!


Unfortunately we receive a lot of requests every day and remain a small company, so we do not donate products. We can in some cases offer you valuable discounts, so do not hesitate to contact us, while giving as much information as possible: where are you going, number of people concerned, details of your social networks and/or other means of communication, to the address team@lyophilise.com or via our contact form.

Samples/Product Donations

We receive many requests every day to send out samples. Given the low stocks of samples available to us and not being a manufacturer, but a distributor instead, we cannot always respond to such requests.