Frequently Asked Questions (FAQs)

Frequently Asked Questions (FAQs)

Customer service, order & payment

Contact us

Our team welcomes you Monday to Saturday from 10am to 1pm and from 2pm to 6pm.

For all information requests, you can contact us directly

  • via the contact form
  • via our e-mail address team[at]lyophilise.com
  • by telephone on +33 (0)2 97 87 23 73
  • via online chat on the website
  • by post or in shop at the following address: LYOPHILISE & CO, Pôle Course au Large, 6B rue du Sous-Marin Vénus 56100 Lorient, France

Please give us as much information as possible (name, email address, telephone number, order number, etc.) so that we can respond as quickly as possible.

Manage my account

It's very easy to create an account on our site. Just go to the ‘My account’ tab and click on ‘Create an account’. Then just add your e-mail address, fill in the information requested and confirm your registration. A validation e-mail will be sent to your address.

You will then be able to reconnect to your Lyophilise.fr account at any time and follow the status of your orders or modify your personal information.

If you have forgotten your password, click on ‘Forgot your password?’ and an e-mail will be sent to you immediately to create a new password.

If this doesn't work, don't hesitate to contact us directly by telephone on +33 (0)2 97 87 23 73 or by e-mail at team[at]yophilise.com so that we can help you resolve the problem.

Rest assured, your details are only used by Lyophilise & Co: our customer service and in-store teams.

You can ask to consult, rectify or delete your personal data. Simply contact us using our contact form.

My order

You can place your order according to your preferences:

  • online 24 hours a day, 7 days a week
  • via the contact form or by e-mail to team[at]yophilise.com
  • by telephone on +33 (0)2 97 87 23 73
  • by post to the following address

SAS SAVEURS ET LOGISTIQUE - LYOPHILISE & Co, 6B rue du Sous-Marin Venus 56100 Lorient, France

You can also complete an online quote request. As soon as we receive it, we undertake to reply within 48 hours (working days).

The vast majority of products on our website are available immediately and dispatched within 24 hours.

When you need to order large quantities and we do not have the necessary quantity, we will restock to satisfy your request. This may mean that it takes a little longer to process your order. This information is clearly indicated when you add products to your basket.

For certain products (out of stock, being restocked or on request), lead times may be longer. This information is clearly indicated on each product sheet and during the ordering process.

If your order includes both products with a delivery time of 24 hours and products that are not immediately available, it will be sent to you in a single shipment as soon as we have grouped together all the products ordered. We will also inform you by e-mail of the delivery time for your order.

If your order is urgent, we can nevertheless send you the available products before the others if you wish. Please contact us at team[at]lyophilise.com or by telephone in this case.

You can track your order by consulting your customer area, you will also be informed by e-mail during the various stages.

If you have a particular problem or would like to know the delivery time or status of your order, please do not hesitate to contact us by e-mail or telephone to find a solution.

If your order is on hold, this means that one or more items are not in stock. The restocking time for the item(s) was indicated when you placed your order and also in the confirmation email. Please contact us if you wish to change your order so that we can send it to you as soon as possible. Otherwise, your order will be dispatched once it is complete.

We are very reactive in order to deliver your parcel within the times indicated. However, we can modify or cancel an order if it is still on our premises. To do this, please contact us immediately on +33 (0)2 97 87 23 73 or via our contact form.

To prepare your quote, log into your customer area. Then prepare your basket, check your items and click on ‘Quote’. You can specify the purpose of your quote or contact us for any special request. To pay for your quotation, log into your customer area, go to the ‘My saved quotations’ tab and click on ‘Pay’.

Payment

You can pay :

  • By credit card with Paybox, our secure payment solution, when you make your purchase in the online shop
  • By PayPal
  • By bank transfer (our bank details will be sent to you when your order is confirmed)
  • By administrative mandate for local authorities and companies (estimate to be sent to team[at]lyophilise.com)
  • By cheque, specifying your order number and sending it to our address:

SAS SAVEURS ET LOGISTIQUE - LYOPHILISE & CO
Pôle Course au Large
6 bis, rue du Sous-Marin Venus
56100 LORIENT France

  • By cash, cheque or credit card directly in the shop in Lorient

As soon as we receive your payment, your order will be dispatched within 24 hours (if products are in stock and on working days).

Payment in 4x without charge is possible with Paypal for all purchases from €30 to €2,000.

It is also possible to pay 2x or 3x free of charge by credit card with Alma for all purchases from €200 to €2,000.

The security of payments on our site is ensured by our partner Paybox, which uses 3D Secure, an effective tool in the fight against fraud.

Lyophilise.fr never has access to your details and never stores them on its servers. It is for this reason that you will be asked to provide them each time you place a new order on our site.

See ‘General terms and conditions of sale’, clause 8.

You will receive your invoice in your parcel on delivery. You can also request a duplicate of your invoice by e-mail.

You have obtained a discount code and would like to use it on our site.

It's very simple: after adding the items of your choice to your basket, insert your promotional code in the ‘Advantage Code’ field and click OK. The total amount of your basket will then be updated according to the code inserted.

Shipping

Delivery

On our "Delivery" page, you will find information about delivery times and prices.

For delivery outside Europe, you can generate your basket quote on our site by specifying ‘Delivery price + desired destination’ in the subject line. Our team will calculate the shipping costs according to the destination and the weight of the parcel and will get back to you within 48 hours with the steps to take to pay your quote.

Parcel tracking

As well as confirming your order, you will receive an e-mail informing you that your parcel has left our warehouse with a tracking number. Parcel tracking will be active within a few hours of the e-mail being sent. If the tracking number does not work, you can contact us by e-mail team[at]lyophilise.com or by telephone to find out more.

If you have opted for Chrono-relais delivery, you have 7 working days to collect your parcel.

If you have opted for So Colissimo point relais delivery, you have 14 working days to collect your parcel.

A third party can collect your parcel as follows:

  • At a collection point: a photocopy of your ID, a power of attorney certifying that this person is authorised to collect your parcel and your order number or parcel number (for collection points and post offices).

When placing your order, you can also put the name of the person collecting your parcel directly instead of your name. This will make things easier.

  • At the Lorient shop: just your name and order number

When confirming your order, you can choose a delivery address different from the billing address. You can also change your addresses in your customer area.

After-sales service, returns & refunds

Returns and refunds

No. You are responsible for the cost of returns, unless there is a problem with your order or delivery. In this case, you can contact us so that we can send you a dispatch note.

Postage costs will be refunded if you return your entire order. If you have kept one or more items, the carriage costs will not be refunded as a delivery has taken place.

On receipt of your return parcel at our premises, we will proceed with the refund according to the method of payment used when you placed your order.

This takes place within 5 working days of the date on which the refund request is entered.

For information:

  • Credit card/PayPal account: 72 working days
  • Bank transfer: 4 working days (time taken for your bank details to be registered + transfer)
  • Cheque: 4 working days

Delivery problem

We make every effort to pack the products we send efficiently. However, if a parcel is delivered to you damaged, you must make a complaint to the delivery person when you receive the parcel.

If the parcel is not damaged but the product has nevertheless suffered damage, we advise you to take a photo of the product and send it to us by e-mail at team[at]lyophilise.com. You can also contact us by telephone on +33 (0)2 97 87 23 73.

If you no longer wish to receive your order, you have 14 days in which to cancel it. Legal information on returning goods can be found in the Right of withdrawal tab. 

Point relays have become a very popular choice in the current health context. If a relay is saturated or closed, the carrier will direct the parcel to the nearest available relay point so that orders are not held up for too long. If the new relay point is too far from your home, don't hesitate to contact our customer service team so that we can find a solution together.

Partnerships

Sponsorship

Thank you for thinking of Freezedried & Co for your next adventure!

Unfortunately, we receive a lot of requests every day and we're still a small organisation, so we don't make product donations. In some cases, we may be able to offer you interesting discounts, so don't hesitate to contact us with as much information as possible: where are you going, number of people involved, details on your social networks and/or other means of communication at team[at]lyophilise.com or via our contact form.

Samples / Product donations

Every day we receive numerous requests to send samples. As we are not a manufacturer but a distributor, we cannot respond favourably to these requests, given the small stocks of samples available to us.