NEED HELP?

This section is for you. It will be completed and added to as and when you have a question, a doubt, a suggestion, a compliment…

 

YESforLOV products

yesforlov.com

My account

Placing an online order

Paying for my order

Confirming my order

Monitoring my order

Returns and Refunds

Our promotional offers

 

YESforLOV PRODUCTS 

How do I use the products?

A user guide specifically adapted to each product will help you optimize their benefits and enhance your pleasure. You will find many tips on this site with each product sheet. These user guides can also be downloaded.  

How do I choose the products that suit me best?

Our online tips will give you a very precise idea of each product, what they can contribute to your sexuality, how they can fit into your love-life… You will thus be able to select the ones that suit you.

Is it possible to keep receiving them once they have been discontinued?

Unfortunately, discontinued products are not available for sale. But you can simply contact us to explain what you want and we will advise you on which of our existing products match them best. 

Are they really safe?

Yes. Tests carried out under dermatological and/or gynaecological control, backed up by systematic quality control at each stage of production, ensure our products offer absolute efficiency and safety in terms of their specific properties and use. 

What kind of ingredients do they contain? 

No soap, no alcohol, no parabens, no allergens, no mineral oil, no colorants, no silicon… Just the best that cosmetics and dermatology have to offer. Mainly substances of natural origin. If you are interested in the exact composition of our products, go to the product specifications sheets on this site. 

Can I give my opinion? 

Of course. That is exactly what we want, as it helps us offer ever-relevant responses to your most intimate expectations. To make a comment, simply fill out our contact form and we will answer you. If we think your suggestion, compliment or criticism is likely to interest all our customers, we will be delighted to publish your comment in our monthly newsletter.

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Help! None of these answers help me with the questions I have. 

Why not send us your question directly? We will be delighted to answer you as quickly as possible.

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Can I make a suggestion? 

Of course. Anything that can help us improve this online help service is most welcome.

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YESFORLOV.COM 

Can I supply my personal information in full safety?

There is no need to worry on this point. Any information you supply will remain strictly confidential and no one other than us will ever have access to it. It will only be used to ensure you are delivered as fast as possible and to provide you with the best service. Your banking details will be encrypted in SSL mode as soon as they are entered and will under no circumstances be stored on yesforlov.com. 

Why do I have to register my personal details before being able to purchase?

This does not commit you in any way, it just makes it easier for you to monitor your purchases. Before you place your order, we ask you to open and configure your personal space to allow you to have easy access to information about deliveries and your online purchase history, but also to make another order later without having to enter your details again. 

Oops! I’ve forgotten my login and/or password…

You can get it back easily via the My account page, by clicking on the forgotten password link. All you have to do is send us your contact email address and confirm your order, and your password will quickly be sent to that address. It is as easy as that. 

Help! None of these answers help me with the questions I have.

Why not send us your question directly? We will be delighted to answer you as quickly as possible.

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Can I make a suggestion?

Of course. Anything that can help us improve this online help service is most welcome.

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MY ACCOUNT

How do I register?

Easy. On the My account page, click on the registration link. Then simply fill out the form and confirm. However, only the complete registration will allow you to memorize your delivery addresses. 

Can I modify my details?

Of course. At any moment, in the My account page, you can modify your details in the Your personal data section, and then confirm these changes. The exception is your email address, which you can only modify by calling our customer service. 

How many delivery addresses can I register?

Five (in the hope that you don’t have too many homes or too many intimate friends…). 

Can I choose delivery adresses anywhere in the world?

Your life must be fantastic, but no, sorry. Your delivery addresses must all be located in the same country as your home address. 

Where is my customer number?

Two possibilities. If you are already a customer, this number is on the delivery slip we have sent to your contact email address. If you have not yet purchased on our site, a customer number will be assigned to you when you place your first order. You will find it on the delivery slip we send to your contact email address. 

Help! None of these answers help me with the questions I have.

Why not send us your question directly? We will be delighted to answer you as quickly as possible.

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Can I make a suggestion?

Of course. Anything that can help us improve this online help service is most welcome.

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PLACING AN ONLINE ORDER

Tous vos produits sont-ils disponibles ?

Of course. If one of them happens to be out of stock, you will be notified that it is unavailable. You can order it next time. 

Can I order anything I want?

Unfortunately… For security reasons you are limited to 5 identical products and/or €500 per order.

What if it’s for a gift?

Great, we love gifts. Aren’t eroticism and love the best gifts you could give to anyone? 

In your account you have an address book in which you can save one or more delivery addresses other than your invoicing address. When you place your order, simply select one of these addresses and your package will be delivered there, accompanied by the delivery note but without the price, and you will receive an email with the delivery slip detailing your order.

How do I change the delivery address?

By default, your delivery address will be your invoicing address. If you want to send orders to a different address, you can save it in the address book in your account. 

I want to receive my order, but not at home. Is that possible?

No problem. In your account you have an address book in which you can save a delivery address other than your invoicing address. When you place your order, simply select the desired delivery address.

What about international deliveries?

you are perfectly welcome to send the products yourself to the moon if you wish.

When will it arrive?

France:

- If you choose a delivery via recorded "Colissimo" post, your package will be delivered to you in 48 to 72 hours (96 hours for Corsica) not counting weekends.

- If you opt for a delivery by "Chronopost", this delivery time goes down to 24 hours (72 hours for Corsica), but in this case you must place your order before midday. Orders placed after midday are only processed the following day or the following business day.

Other countries:

- If you choose a delivery via international recorded "Colissimo" post, your package will be delivered to you in 3 to 6 days not counting weekends.

- If you opt for a delivery by international "Chronopost", this delivery time goes down to 1 to 4 days, but in this case you must place your order before midday. Orders placed after midday are only processed the following day or the following business day.

Help! None of these answers help me with the questions I have.

Why not send us your question directly? We will be delighted to answer you as quickly as possible.

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Can I make a suggestion ?

Of course. Anything that can help us improve this online help service is most welcome.

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PAYING FOR MY ORDER

How do I pay?

We propose a secure online payment system (CARTE BLEUE, VISA, MASTERCARD or PAYPAL). No other payment method is possible. 

Is your online payment system secure?

It could not be safer. Your banking details are encrypted in SSL mode as soon as they are entered, and will under no circumstances be stored on our site. This data will then be sent to the bank server via our HSBC high-security provider. 

What if my payment is refused?

After you have filled out the form relating to your credit card details and have confirmed your order, our secure provider will ask your bank to validate and authorize your payment. If your bank refuses, it is up to you to consult your bank. We won’t hold it against you. But we won’t send you your order. Sorry.

Help! None of these answers help me with the questions I have.

Why not send us your question directly? We will be delighted to answer you as quickly as possible.

to get in touch with us 

Can I make a suggestion ?

Of course. Anything that can help us improve this online help service is most welcome.

to get in touch with us 

CONFIRMING MY ORDER 

When is my order confirmed? ?

When is my order confirmed? At the end, naturally. After confirmation of your basket, your identification, your delivery method and your payment, simply click on the Confirmation button. A summary of your order will be displayed for a final check. If you agree, click on Confirm the order and a message will appear saying Your order has been registered. Subject to your payment being accepted, of course. 

So where is my order number?

No need to panic. It will appear in all the confirmation emails we send you and on all documents you receive, such as your delivery slip or delivery note. 

What if I want to modify or cancel the order I have just placed?

This is of course possible, but we cannot stress enough the importance of only confirming your orders when you are 100% sure. In both business and love, it is better to avoid uncertainty. 

In order to guarantee the best possible delivery times, your orders are processed immediately by our logistics department. If you wish to modify or cancel your order before it is processed, contact our customer service as quickly as possible. Several options are then possible. 

Complete cancellation.

If you want to cancel the order completely, your customer advisor will check the status of the order. If it is not yet being prepared, she will cancel it and the payment you have made will also be immediately cancelled. If the order is being prepared or has already been dispatched, you must return it to us within seven days following receipt, accompanied by the return slip attached to the package.

Partial cancellation.

Given the speed with which we process orders, we cannot partially cancel them. However, if your order is not yet being prepared, your customer advisor will cancel it completely, the payment you have made will also be cancelled, and you can place a new order on yesforlov.com and make a new payment. If the order is being prepared or has already been dispatched, you must return the product(s) you no longer want within seven days following receipt, accompanied by the returns slip attached to the package. On this returns slip, you must note the authorization number that your customer advisor has given you.

Addition of products.

Since your bank’s payment authorization cannot be modified after validation, you must place a new order and make a new payment if you want to add products to an order already placed.

Change of address.

No. You cannot change the delivery address of a confirmed order. So make sure you don’t select the wrong partner!

Can I group together more than one at a time?

Nope… Your partners will have to take turns. A payment and a confirmation are a single order as far as we are concerned, linked to a single delivery address and a single invoicing address. Obviously you can put whatever you like into your basket, but you must place a new order for each different delivery address. 

Help! None of these answers help me with the questions I have.

Why not send us your question directly? We will be delighted to answer you as quickly as possible.

to get in touch with us 

Can I make a suggestion ?

Of course. Anything that can help us improve this online help service is most welcome.

to get in touch with us 

 

MONITORING MY ORDER

How do I check the status of my order?

After confirmation of your order on our site, you will receive several emails. 

The first email informs you that your order has been registered and prepared. 

A second email confirming dispatch will be sent to you as soon as your order has been handed over to the haulage firm. This email is accompanied by a detailed delivery slip indicating the package number. In this email, a link gives you access to the website of our haulage firm, where, using the package number, you can monitor in real time the various stages in delivery. 

I still haven’t received anything. Is my package lost?

Of course not. Delivery times vary according to the delivery option you have chosen. Having said that, if you have not received the order within the delivery time announced, please contact our customer service. Our advisors are always at your disposal. 

Help! None of these answers help me with the questions I have.

Why not send us your question directly? We will be delighted to answer you as quickly as possible.

to get in touch with us   

Can I make a suggestion ?

Of course. Anything that can help us improve this online help service is most welcome.

to get in touch with us   

 

RETURNS AND REFUNDS

What is your refund policy?

In accordance with the law, we offer you the possibility of returning your package within seven days following receipt. 

The package I have received doesn’t correspond to my order. What should I do?

Oops! It must be said that normally that never occurs. However, if it does happen to you, contact your customer advisor immediately. She will be delighted to examine the method for returning or exchanging your order, and your transport costs will obviously be reimbursed. With our apologies. 

How do I return an order?

You have received the order you placed on our site, it conforms to your initial choice, but for one reason or another, it doesn’t suit you. This does not exactly fill us with joy, but we can understand. To request an exchange or a refund, proceed as follows. 

Contact your customer advisor immediately. She will examine the methods for the return and will issue a return authorization number for your package and its content. We draw your attention to the fact that without this return authorization being assigned, your package may be put on hold when it arrives at our logistics department. More generally, your refund may be delayed or even refused unless all the return conditions have been complied with. 

There are several possibilities. 

You can request a refund for your order or a product that does not satisfy you fully within seven days following receipt. This refund will be effective as soon as our logistics department has received your package accompanied by its authorization number. 

If you wish to proceed to a total or partial exchange of your order, our customer advisor will guide you on how to return your package to our logisticsdepartment and how to partially renew your order on our site if there is a new payment to be made. This method of cancelling your first order and getting a refund, then renewing the modified order, is preferable to a straight goods exchange, since the logistics timeframe for processing the returned package in an exchange may be two or three weeks. 

Fill out the return form attached to your delivery note and put it inside the package to be returned. Make sure you follow the instructions given on this form, and don’t forget to write the authorization number given to you by our customer advisor. Send the package to the following address:

 SCP / Retour e – store YESFORLOV

35, avenue de Béthunes

95310 Saint-Ouen L’aumône

France

 The refund will be made as soon as the returned package has been processed by our logistics department. Remember that the return transport costs are to be borne by you and that the refund is conditional upon compliance with the return instructions described above.

I have received a defective product. What should I do with it?

Normally that is not supposed to happen, but if it does, you can ask for a refund for this product within seven days following receipt. First contact our customer advisor. Our apologies.

I haven’t had any news about the order I returned.

Be patient. The time required to process returned packages is two to three weeks. After this period, contact our customer advisor who will do the necessary for you.

You should know that as soon as our logistics department has processed the package, you can view your return in the order history of your account. 

When do I get my refund?

Hold on a minute. You will be refunded the full amount of the product(s) returned, except for transport costs, as soon as your package has been received and inspected by our logistics department. The bank account used to make the purchase will be credited with this amount. 

On this subject, you should know that your banking details are never stored on our site. Our HSBC high-security banking service provider will refund you directly using the information relating to your order.

Help! None of these answers help me with the questions I have.

Why not send us your question directly? We will be delighted to answer you as quickly as possible.

to get in touch with us   

Can I make a suggestion ?

Of course. Anything that can help us improve this online help service is most welcome.

to get in touch with us   

 

OUR PROMOTIONAL OFFERS 

How do I benefit from them?

Periodically, unless expressly refused by you, we alert you by email of our promotional offers. An "advantage code" will be assigned to you so that you can benefit from the promotion. You simply have to enter this code in the box designed for this purpose when your order is summarized, and then click on OK. 

But first you have to register. It would be too easy otherwise!

How does the advantage code work?

You will receive it by e-mail. It should be pointed out that this code will only give you access to promotions on YESforLOV items sold on our website.

Before using it, remember to check that the conditions of use, date of validity and products concerned are all fulfilled in the order you are about to place. 

Next, enter the seven-character code at the bottom of the basket page, then confirm.

On your delivery slip, you can check the discounts that have been attributed to you. If no discount has been applied, it means that the items you have chosen are not covered by the promotion, or that the validity date of your code has expired. 

NB: you cannot modify an advantage code once it has been validated in your order.

Help! None of these answers help me with the questions I have.

Why not send us your question directly? We will be delighted to answer you as quickly as possible.

to get in touch with us 

Can I make a suggestion ?

Of course. Anything that can help us improve this online help service is most welcome.

to get in touch with us