Shipping policy
Last updated: 5 November 2026
At Laboratoire Vital Santé, we take particular care when preparing and dispatching orders to provide a reliable service and clear tracking information.
Below you will find the terms applicable to the preparation, dispatch and delivery of products ordered from our online store.
1. Order preparation and dispatch
Orders placed on our store are prepared and dispatched by our logistics partner Inelogis, based in Rouffiac-Tolosan, France.
Deliveries are mainly handled by Colissimo or another carrier offered at checkout.
Orders are prepared according to product availability and the logistics team's working days.
If an order includes a pre-ordered or temporarily unavailable item, information about its availability and dispatch will be provided at the time of purchase.
2. Delivery areas and charges
Available destinations and delivery methods are shown on our store during checkout.
Delivery charges are calculated based, in particular, on the destination country, the shipping method chosen and the applicable pricing conditions.
The delivery charge is displayed before the order is finally confirmed.
Any free-delivery offers are subject to the promotional terms displayed on our store.
For certain destinations outside the European Union, customs formalities or import taxes may apply. Necessary information about charges and import arrangements is provided in accordance with the applicable rules.
3. Delivery times
Applicable delivery times or dates are provided during checkout.
They depend, in particular, on the destination, the delivery method selected and item availability.
Exceptional circumstances, such as transport disruption, public holidays or events beyond our control, may cause delays.
If an issue is likely to significantly affect delivery, we endeavour to inform the customers concerned as promptly as possible.
Unless a different period has been agreed, orders are delivered no later than 30 days after the contract is concluded, in accordance with the rules applicable to consumers.
If delivery is delayed beyond the agreed or legally applicable period, customers have the rights provided by law, including the option to request delivery within an appropriate additional period and, where the conditions are met, to terminate the contract.
4. Order tracking
When your order is dispatched, you will receive a confirmation email containing any available tracking information.
You can follow your parcel using the link provided by the carrier.
If you cannot find your dispatch confirmation or experience difficulties with tracking, please contact our customer service team:
contact@laboratoire-vitalsante.com
5. Accuracy of delivery information
To help ensure successful delivery, we ask customers to check the details entered before making payment, especially:
- The recipient's first and last name.
- The full delivery address.
- The postcode and town or city.
- A telephone number, where required for delivery.
- The email address used to receive tracking notifications.
Customers must provide accurate and sufficiently complete information to enable delivery.
If you notice an error after placing an order, please contact our customer service team as soon as possible.
We will do our best to pass the required changes to our logistics partner, provided that the order has not already been dispatched and the carrier can still accommodate the change.
Where an error or omission attributable to the customer results in justified additional costs, these may be charged to the customer subject to applicable law.
6. Recipient unavailable and uncollected parcels
Depending on the carrier's procedures, delivery may require the recipient to be present or the parcel may be made available at a collection point.
Recipients are responsible for reviewing delivery information and, where a parcel is available for collection, collecting it within the period communicated by the carrier.
If a parcel is uncollected, an address is incorrect or a return results from circumstances attributable to the customer, our customer service team will review the situation and propose an appropriate solution.
If redelivery is requested, additional redelivery costs actually incurred may be charged to the customer where the circumstances are attributable to them.
The amount will be communicated before any redelivery requiring an additional payment.
These provisions do not apply where a failed delivery results from an error by Laboratoire Vital Santé or its carrier in circumstances where we are liable.
7. Lost or damaged parcels and items marked as delivered
Laboratoire Vital Santé remains responsible for the proper performance of delivery in accordance with applicable law.
Where the carrier is offered by our store, the risk of loss or damage is generally borne by the seller until the consumer, or a third party designated by the consumer other than the carrier, takes physical possession of the parcel.
If your parcel is marked as delivered but you have not received it, or you notice damage on receipt, contact us as soon as possible at:
contact@laboratoire-vitalsante.com
Please include your order number and, where possible, any useful supporting information, such as photographs, tracking details or a description of the issue.
We will carry out the necessary checks with the carrier to determine the appropriate next steps.
A parcel being marked as delivered in the carrier's tracking system does not automatically remove consumers' rights.
Failure to report a problem within 48 hours does not remove the statutory guarantees and remedies provided by law.
8. Non-delivery or significant delay
If your order is not delivered within the agreed period, please contact customer service so that we can investigate.
Under the applicable provisions, you may request delivery within an appropriate additional period.
If the order is still not delivered within that additional period, you may, where the legal requirements are met, terminate the contract and obtain a refund of the amounts due.
In certain circumstances provided by law, particularly where delivery on a specific date was an essential condition of the contract, termination may be possible without granting an additional period.
9. Returns and refunds
Our refund and return policy explains the terms for withdrawal, returns and refunds. Read more
For any return request, please contact our customer service team at:
contact@laboratoire-vitalsante.com
Returns are handled in accordance with the applicable legal requirements and our refund policy.
10. Contact us
Our team is available to answer questions about the preparation, dispatch or delivery of your order.
Laboratoire Vital Santé
Email: contact@laboratoire-vitalsante.com
Website: https://www.store.laboratoire-vitalsante.com
We undertake to review every request carefully and seek an appropriate solution while respecting our commitments and our customers' rights.