FAQs
How can we help?
Browse through these FAQs to find answers to commonly raised questions. if you're a new customer, we encourage you to read through the relevant articles
Spa and treatments FAQs
HOW TO CHOOSE A TREATMENT ACCORDING TO MY SKIN ?
The treatments are designed to adapt to different skin types. In addition, the esthetician will take care to choose the right products for your skin.
WHAT IS YOUR MOST POPULAR TREATMENT ?
Our Classical Treatment and Gold Leaves 24 carats Facial are very complete and popular treatments that give immediate results on the skin.
WHAT PRODUCTS DO YOU USE ?
We use the products that we sell on the site, namely Martina Gebhardt, Argital, Laboratoires de Biarritz and Dr. Hauschka. The selection of products is made according to your needs and the advice of the esthetician. All our products are certified organic and are gentle on the skin.
I'M WORRIED ABOUT MY SKIN TYPE
Do you have a particular skin problem? It is always possible to make an appointment for a consultation beforehand. Our expert esthetician will be able to reassure you.
DO YOU OFFER TREATEMENT FOR MEN ?
Our CUPID TREATMENT is specially designed for men. However, all our treatments are suitable for everyone.
IS MY CHILD TOO YOUNG FOR TREATMENT ?
The design and duration of the care is only suitable for children in their teen age. Please contact us if you have any further questions regarding your child's age.
SHOULD I SHOWER BEFORE A TREATMENT ?
It’s best that you feel comfortable going into your first treatment and if showering induces a sense of well-being for you, by all means shower. Cleanliness is appreciated by therapists.
DO YOU REMOVE BLACKHEADS ?
Yes, this is part of the treatment if necessary for the skin.
HAIR REMOVAL / WHAT TYPE OF WAX DO YOU USE ?
We use hot wax.
HOW DO I BOOK AN APPOINTMENT ?
You can make an appointment online by submiting a Booking Request , also by phone or by email.
Products FAQs
ARE ALL YOU PRODUCTS NATURAL ?
All our products are carefully chosen according to the quality of the ingredients and the recognition of the brand. Thus, all our products are certified organic and of natural origin.
IS THERE A DIFFERENCE BETWEEN NATURAL AND ORGANIC ?
Organic certifications ensure a standard, quality and respect for the rules of organic farming. Only organic guarantees no toxic synthetic pesticides, toxic synthetic herbicides, or chemical NPK fertilizers are used. There are several certifications around the world. Depending on the certification, the required organic percentage of the product may vary. For our part, we only work with brands that hold some of the most rigorous certifications in the world (such as Demeter, BDIH, Ecocert, ICEA).
ARE YOUR PRODUCTS CRUELTY FREE ?
All our products are cruelty free.
ARE YOUR PRODUCTS VEGAN ?
The Bio Spa Enaam always chooses eco-friendly products, certified organic and cruelty-free. All of our products have very strict certification in terms of ingredients and respect for nature and animals. However, not all the brands hold the Vegan label, as some of the products contain beeswax or lanolin.
Please reach to us if you want us to recommend specific Vegan products.
DOES YOUR PRODUCTS CONTAIN ALCOHOL ?
Some products do contain alcohol, but it’s natural (found naturally in plants) or naturally-derived alcohols (derived from natural components, but made through a process of fermentation). Alcohols serve a variety of functions within our formulas, including as a stabilizer and preservative.
DOES YOUR PRODUCT CONTAIN FRAGRANCES?
Our products are naturally perfumed by the ingredients they contain; no synthetic scent is added.
ARE YOUR PRODUCTS HYPOALLERGENIC ?
We carefully choose products that are gentle and good for your skin and your endocrine system. Some product lines also have additional hypoallergenic certifications. Please contact us for advice.
Shipping FAQs
WHERE DO YOU SHIP ?
Shipping is only available for Canada and the United states.
- All our parcels are delivered by Canada Post .
- All orders ship Monday - Friday, excluding federal holidays within Canada.
- The tracking number will be emailed to you after the shipment of your package.
HOW MUCH DOES SHIPPING COST ?
HOW MUCH DOES SHIPPING COST ?
Canada
Shipping in Canada is free* for orders of $75 or more before tax .
For orders below 75 $, shipping fees are based on the weight of the order and destination. Our shipping fee calculator will determine shipping price upon confirmation of your order.
USA
Shipping for the US is free* for orders of $150 or more before tax .
For orders below 150 $, shipping fees are based on the weight of the order and destination. Our shipping fee calculator will determine shipping price upon confirmation of your order
HOW LONG IT TAKE TO RECEIVE MY ORDER ?
All orders require 1-3 business days of processing time to be picked, packed and prepared for shipping. Once your order leaves our warehouse, the estimated delivery time is determined based on the delivery location and the selected delivery method.
For Canada the shipping time is 2 to 6 business days, for the united states 3 to 9 working days . Our shipping fee calculator will give you the estimation date for the delivery of the order. The delivery time depends on the location.
HOW DO I TRACK MY PACKAGE ?
To track a previously placed order, please log in to your account and click view all orders in last 120 days under Order History and Tracking. Here you can view each order you have placed under your account in the last 120 days. Once an order has been shipped, the date of shipment and a Canada post tracking number will be listed. The tracking number is also emailed to you after the shipment of your package.
Return Policy FAQs
WHAT IS YOUR RETURN POLICY ?
We accept returns of unopened products up to 10 days after the date of purchase. Opened or used products, or any items marked as non-refundable on the product page are not within our return guidelines.
HOW DO I CANCEL OR RETURN MY ORDER ?
Order cancellation is a time-sensitive action, so please do get in touch with us as soon as possible. we will do our best to accommodate your request.Please note, we may no longer be able to cancel the order if it is already moved into the processing stage. Should this be the case, we can help facilitate a return upon delivery.
To return your order (partially or completely), email or call us at 1 800 663-6226 (toll free) to obtain a return authorization number and to specify which product(s) you are returning. Further instructions will be provided.
The refund will be effective on your credit card within 3 business days following the reception of your returned products and inspection . Refund is effective on the paid value of the products including taxes, minus shipping fees.
WHAT TO DO IF I RECEIVE BROKEN OR OPENED ITEMS ?
We ships the items in their condition of purchase and packs them properly to avoid breakage during transportation. If you receive a damaged or opened item please email us or call us at 1 (800) 663-6226 (toll free), Monday through Friday from 9am to 5pm EST.
LOST PACKAGES ?
Parcels may get lost during transit. If you encounter this problem, please email us or call us at 1 (800) 663-6226 (toll free), Monday through Friday from 9am to 5pm EST. We will then contact our carrier and sort out the situation with them. Canada Post sets a deadline of 5 business days from the date of inquiry to determine the status of the package.
Account FAQs
DO YOU NEED TO CREATE AN ACCOUNT TO PLACE AN ORDER ?
No , it is possible to place an order as a guest . In order to track you order shipped order , you need to verify the confirmation email that you received.
WHAT IS THE ADVANTAGE TO OPEN AN ACCOUNT
Quick links
if you're a new customer, we encourage you to read through the relevant articles
Have more questions?
Having other issues and need to speak with someone, call us or send your question by submiting this form.
Toll free number: 1 (800) 663-6226
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