Shipping policy

LABORATOIRES AQUA MEDICA SAS, operating under the brand “Eau Lala”, undertakes to process and ship your orders as quickly as possible.

Last updated: February 11, 2026

1. Shipping Areas

We currently deliver to mainland France, French overseas territories (DOM-TOM, subject to conditions), and countries within the European Union.

For international deliveries outside the EU, customs duties and local taxes may apply and remain the responsibility of the recipient.

2. Order Processing Time

Orders are processed and shipped within 1 to 3 business days following payment confirmation, excluding weekends and public holidays.

A shipping confirmation email including a tracking number will be sent to you once your package has been handed over to the carrier.

3. Estimated Delivery Times

Mainland France: 2 to 5 business days after shipment.

French overseas territories (DOM-TOM): 5 to 10 business days after shipment.

European Union: 3 to 7 business days after shipment.

International (outside the EU): 7 to 15 business days after shipment.

These delivery times are indicative and may vary depending on the carrier, destination, or exceptional circumstances (high demand periods, weather conditions, strikes, etc.).

4. Shipping Fees

Shipping costs are calculated based on the weight of the order and the delivery destination.

The applicable shipping fees are displayed to the Customer before the final validation of the order.

Free shipping may be offered above a certain order value, as indicated on the website at the time of purchase.

5. Order Tracking

A tracking number will be sent by email once the order has been shipped.

This number allows you to track the progress of your parcel in real time on the carrier’s website.

6. Receipt of the Order

Upon receiving your parcel, we recommend that you check the condition of the packaging and the conformity of the delivered products.

In the event of a damaged package, missing items, or non-compliant products, please:

  • Make reservations with the carrier at the time of delivery.

  • Contact our customer service within 48 hours at:
    hello@eau-lala.com

Please include photos of the parcel and the damaged products.

7. Absence at Delivery

If you are absent at the time of delivery, the carrier will leave a delivery notice.

Your parcel will then be made available at the nearest pickup point or post office, according to the carrier’s procedures.

If the parcel is not collected within the carrier’s specified timeframe, it will be returned to us.

8. Incorrect Delivery Address

The Customer is responsible for the accuracy of the delivery information provided when placing the order.

In the event of an incorrect or incomplete address resulting in the return of the parcel, the reshipping costs will be borne by the Customer.

9. Delivery Delays

In accordance with Article L.216-2 of the French Consumer Code, if delivery does not occur within 30 days of the expected delivery date, the Customer may cancel the order by registered letter with acknowledgment of receipt or by email.

A full refund will be issued within 14 days.

10. Force Majeure

LABORATOIRES AQUA MEDICA SAS shall not be held liable for delivery delays resulting from force majeure events, as defined by Article 1218 of the French Civil Code, including but not limited to:

  • natural disasters

  • pandemics

  • strikes

  • armed conflicts

  • government decisions.

11. Contact

For any questions regarding your order or delivery, please contact our customer service:

Email: adv@eau-lala.com

Postal address:
LABORATOIRES AQUA MEDICA SAS
105, rue Anatole France
92300 Levallois-Perret
France