You will find on this page the answers to the questions that are asked the most frequently. If you do not find an answer to your question, please contact us by clicking here.

What are my payment options?
You can choose between the following payment methods:

• Credit card with online payment: The transaction is realized via our bank using the OGONE merchant system (provided by the French bank BNP) and is completely secure. Your order is processed immediately after your payment.
• Cheque (French bank accounts only) or wire transfer: our contact info will be indicated on the order confirmation page. Your order will be processed after receiving the cheque or wire transfer.

Is the online payment process secure?
We use the online payment system of our banks. As such, our bank (BNP, one of France's biggest banks) will process your credit card information. This guarantees you a secure transaction.

In what currency do you accept payments?
All our prices are in Euros TTC, eco-tax (WEEE) included.

Where does Air Naturel ship?
We ship in France (Corsica included), French overseas territories, Europe, USA, Canada, and numerous Asian and African countries.
To check if we can ship to your country, and the associated shipping rates, we invite you to check the complete list located on the "My cart" page.

What are the shipping rates?

The shipping rates are calculated according to the country of shipping. In France, shipping is free for all orders greater than 99€. For orders of less than 99€, a shipping fee of 7€ will be charged. For other countries, shipping fees are calculated depending on the country, weight and volume of the products. The amount is indicated on the "My cart" page, after choosing your shipping country.

Does Air Naturel's products include a warranty?
Each product includes at least a one-year warranty that includes parts and labour. Some of our products includes a longer warranty - this is indicated on the product page. The shipping to our after-sales center is at your expense.

How can I purchase?
You need to place the products in your shopping cart by clicking on the "Add to cart" button on each product page.

How can I use a promo code?
First, add the products in the cart, then switch to the "My cart" page and enter the promo code in capital letters that has been provided in the box provided. The amount of the coupon will be deducted if the promotion is still running.

When will my products be sent?
Products we have in stock are sent within 24 hours of the payment reception, Monday through Friday. Orders made on week-ends are shipped on Monday.

I cannot validate my order. My payment has been declined by the server.
Please check you indicated exactly the information on your credit card, such as your name which should be entered without any capital letters or accents.
If your payment has been declined, this can be due to a micro outage of your internet connection. In this case, please retry your order.

What happens if the product I have ordered is not in stock?
In most cases, you cannot buy products that we don't have in stock on our website. Nevertheless, it can sometimes happen that products are out of stock, either in our warehouse or in our supplier's warehouse. In that case, you will be informed by e-mail and we will indicate a shipping date or offer you a similar article. You can choose to keep your order, change it to another product or cancel it without any fee.

How can I access my account?
Click on the "Customer access" button on the top-right part of the screen. You will need to enter your username and password.

How can I change my name, e-mail address and shipping address?
You can change this information by clicking on the "Customer access" page on the top-right part of the screen.

How can I track my order?
To track your order, please visit the "Customer access" page. For each order made, the tracking number will be shown. With this code, you can visit either Coliposte or Chronopost (for expess shipments) to track your shipping.

Is my personal data safe?
According to the French law, the data you provide us are necessary to manage your order and will only be processed by Air Naturel.com. You have the right to obtain this information and modify it if necessary. Air Naturel will not transmit your personal information to third parties.

How can we contact you?
You can either call us by phone : +33 9 54 669 669 or drop us an e-mail through our contact page.