FAQs

You can create your account by clicking on the "character" icon located at the top right of the site, or when placing an order.

In your customer area, go to the "addresses" section, complete the desired changes then click on "save".

Yes. For tracking and security reasons, and in order to provide you with a better experience on our site, creating an account is mandatory to place an order.

Your username is your email address.

If you forget your password, go to the site's login page and click on "Forgotten password". You will then receive a link in your email to reset your password.

Check your junk mail (spam): Sometimes emails can be automatically filtered by your email provider. If you find one of our emails there, mark it as "non-spam" so that our future communications will be correctly delivered to you.

Whether you are a customer or not, an unsubscribe link is at the bottom of all emails we send you. By clicking on the unsubscribe link, you will be redirected to a page confirming that your request has been taken into account.

If you are a customer, you also have the possibility to unsubscribe from your personal space, in the “my preferences” section.

Orders are shipped within 24 to 48 hours*.

Once your order is prepared and shipped, you will receive an email notifying you. You will also find a tracking link which will allow you to follow the progress of your package until its delivery.

*Excluding weekends and public holidays. In the event of exceptional periods, preparation times may be extended.

You have the option to cancel or modify your order as long as it has not yet left our warehouses. To do this, simply contact our customer service via our contact form or by telephone.

HerbalGem offers the following payment methods:

• Bank card (Visa, MasterCard);
• Paypal

Other means of payment (checks, cash, transfers) are not accepted.

We offer delivery via Chronopost in France:

• At relay point: from €4, free from €30 of purchases;
• At home: from €7, free from €50 of purchases.

On the Pranarom.fr website, we deliver to all addresses in France, with the exception of the Overseas Territories.

Once your order is shipped, you will receive an email containing a tracking number. . Our carrier Chronopost will also send you an email containing a tracking link.

If you do not have any tracking information after 30 days or if you have any problems with delivery, we invite you to contact our customer service via our contact form. We will open an investigation with the carrier concerned to resolve the issue.

Please note that we cannot issue any order returns or refunds until the investigation is complete.

Your package is kept at a relay point for a maximum period of 15 days*.

*This time may vary depending on post offices and relay points.

If you encounter a delivery problem or the package is marked as delivered but you have not received it, please contact our customer service within 24 hours.

Concerning altered packages or damaged and broken products, it will be necessary to provide us with photos as proof of the condition of the package or damaged products.

If the retention period at the relay point is exceeded and the package is returned to us, you will be refunded the amount of your order, less return costs.

Once we have received the returned package, we will reimburse you as soon as possible, according to the payment method used when ordering.

1. Contact our customer service via our contact form by selecting the reason “Return request”. We will inform you of the steps to follow and provide you with a prepaid return label.
2. Be sure to return all products in their original packaging and in perfect condition.
3. Include the withdrawal form provided by our customer service in the return package.
4. Once we receive your products and check their condition, our customer service will proceed with the refund, deducting the transport costs of €4.

Please note that return shipping costs are the buyer's responsibility.

The 14-day withdrawal period applies if the package and products are not damaged, in accordance with our general conditions of sale.

In accordance with our General Conditions of Sale, the withdrawal period is 14 days from the date of receipt of the package

The refund period is 14 working days from receipt of the returned package.

The refund will be made to the payment method used during the purchase.

To become a distributor of HerbalGem products, go to our Inula Groupe website and fill out the dedicated form.

HerbalGem offers gemmotherapy training, mainly to its professional resellers. However, we make all our specific advice and guides available to individuals in our “ Expert Advice ” section, online on site.

If you have specific questions or training requests, you can contact our training department by email at formations@pranarom.com .