Here you will find the most common questions asked by our clients.

How to place an order?

To place an order on the Propolia website:

  • Choose the items you wish to purchase by clicking on the “Add to shopping cart” button on the product datasheet.
  • Once your products are in the shopping cart, continue by clicking the “Order” button or on the shopping cart in the top right.

To place an order, you can create an account or order as a guest.

Propolia offers you the option of placing your order without creating an account. No personal data will be saved.

We recommend that you create an account in order to benefit from your Propolia privileges. Additionally, this will allow you to track your orders and access your order history as well as your invoices.

How to create an account?

To create your account on the Propolia site, you must click on the “Log in” icon at the top right of the homepage, then on the link No account? Create one here”.

Next, just complete the information requested to create your account, accept the general conditions of sale and click on the “Register” button.

How to recover my password?

You must:

  • Go to the “Log in” tab
  • Click the “Forgotten password?” link
  • Enter the email address of your account
  • Click the “Send a password reset” button

A new password will be sent to you automatically by email.

You will be able to personalise it in your personal account, in the personal information section.

How to log into my account?

To connect, just click on the “Log in” icon in the top right and enter your email address and password.




How to obtain an invoice?

To obtain an invoice, connect to our site, then go to the “Log in” section, enter your identifying information and click “History and details of my orders”.

On the summary of your previous orders, just click “Download” and you will obtain the invoice of the order you wish.

The invoice is available upon delivery of the order.

How to use a promotional code?

If you have a Propolia promotional code, you can enter it on the shopping cart page.

Before confirming your shopping cart, in the “Promo code” field, enter your code.

After entering the code, click the “Add” button and the promotion will be directly applied to the total in your shopping cart.

How to consult and use my loyalty points?

Find all explanations on your loyalty points and discount coupons on the “Loyalty” page.

How to use my discount coupon following a sponsorship?

If you have sponsored or been sponsored, a discount coupon will appear in the “My account”, “Sponsorship programme” section.

During your next order, on the page of your shopping cart, you will automatically be offered your discount coupon.

Can you cancel my order?

Consult your “Profile” and “History and details of my orders”.

You will be able to view the status of your order:

  • If the status of your order is “awaiting preparation”, we invite you to contact client service by emailing contact@propolia.com or by phoning +33 (0)4 67 96 38 14 to cancel your order.

  • If the status of your order is “shipped”, we will not be able to cancel your order. In this specific case, we invite you to consult article 11 of the general conditions of sale – “Right of cancellation” – for information on the procedure to follow.

What are the forms of payment? Is payment secure?

You can pay for your order:

 

  • By bank card 

For the security of your payments, we use eTransaction, the bank card payment solution developed by our bank, Crédit Agricole.
At no time will your card number or other confidential data related to it be communicated.

The exchanges are encrypted and secure thanks to the SSL 3 (Secure Socket Layer) internet protocol, a protocol which has become a global standard and which can be used by the main browsers.

 

  • By PayPal

To use this form of payment, you must have a PayPal account. When you confirm your shopping cart with this form of payment, you will be redirected to PayPal in order to log in and make your payment. Once the payment has been made, your order will be released by Propolia. 

Your order will only be released when Propolia receives and confirms your payment. 

A message confirming your order will be sent to you by email. The delivery periods will begin from the time of your order being confirmed.

How can I track the delivery of my package?

To track the progress of your order, you will receive automatic emails at each stage (order confirmed, order preparation underway, order shipped, etc.).

Afterwards, the chosen transporter will send you an email after collecting your package informing you of its tracking number.

How can I subscribe to the newsletter?

To follow our news and discover our new products, you can subscribe to our newsletter at the bottom of the homepage of the website.

How to return my package for a refund?

If all or part of the order is not what you want, you have a cancellation period of 14 days from the day of delivery of your order to return the products at your expense for a refund or another form of reimbursement (exchange, credit note, etc.).

Only products returned in full will be accepted, in their full and intact original packaging and in a perfect state for resale. In all cases, when the product delivered is consistent with the product ordered, no return will be accepted. In the case of an exchange, the re-delivery will be at your expense.

To return your order, we invite you to complete the cancellation form (which you can find in our General Conditions of Sale or in the email summarising your order) or send us an email at contact@propolia.com. You must then return the products you do not want to the following address: 
Apimab Laboratoires – Claims service – Avenue du Lac, 34800 Clermont l’Hérault.

For the refund, Propolia commits to refunding you in a period of 14 days counted from recovery of the goods. However, if you have chosen an express form of delivery which is more expensive than the standard form of delivery, Apimab Laboratoires will not refund you for the delivery fees which are greater than its standard form of delivery.

 

If your question has not been answered below, you can contact us via our contact form

Si vous n’avez pas trouvé la réponse à votre question ci-dessous, vous pouvez nous contacter via notre formulaire de contact.