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Your frequently
asked questions

A natural hygiene and skincare line adapted to the sensitive skin of children from 4 years old,
for their protection and their well-being. Made in France.

Products
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OUATE products!

Where are born the products OUATE?
All our products are designed and made with love in France. This is why, the mention “made in France” is always specified on our products.
Are the OUATE products designed with materials of natural origin?
With formulas with more than 97% of ingredients of natural origin and without allergens, OUATE chose the naturalness and the balance, reconciling the best of worlds between Nature and Science: comfortable textures, subtle fragrances for effective, safe and pleasant skincare products.
Are the OUATE products tested on animals?
All animal ingredients and animal tests have been banned from our products.
How long can I keep my product before opening it?
Our formulas were subjected to many tests proving their stability in time. Thus, and according to the Cosmetic Regulation, they do not need to mention an expiry date. In case of doubt, you can contact us.
For how long can one preserve a once opened product?
You will find on the packaging of our products a pictogram representing an open pot indicating the recommended period of use once the container has been opened.
Do the OUATE products guarantee an ergonomic use?
Each product of the OUATE range was thought and designed to be ergonomic, to adapt to the children’s motor skills and to help them in their daily use. The right calculation of the amounts thus makes it possible to avoid overconsumption by our children who tend to take some more than they really need.
Are the OUATE products can be recycled?
OUATE want to teach children one principle: “The easiest waste to eliminate is the one that is not produced …” OUATE has been involved in eco-design since its creation. We wanted to include raw materials from sustainable sources into our products, we selected packaging with less components making sure they can be recycled while respecting the performances and promises of the products as advertised.
Our packaging boxes are 100% recyclable and labelled FSC
All selected plastics are recyclable
We used vegetable oil-based inks for our labels
We removed the padding parts usually used inside the card boxes
We have banned packaging operation using cellophane for our products. If you want to learn how to recycle your products, click on the link below.

I recycle properly my OUATE products
Are OUATE products reliable?
The OUATE range of products offers natural formulas, developed in accordance with the recommendations of the medical profession, tested under paediatric and dermatological control, to ensure the maximum degree of safety when in use and to meet the needs of children from 4 to 11 years old.
What can I do if my product has changed colour?
The OUATE product formula has not changed. However, because we use natural ingredients, colour, texture and fragrance may vary slightly depending on the batch. This is simply an effect of using natural ingredients.
Are OUATE products gluten-free?
All OUATES formulas have been formulated without gluten.

My order

How do I update my OUATE order?
You can send us an email to contact@ouate-paris.com before your order is sent if you want to cancel or change it. Our logistician is very efficient, but we will do everything we can to help you.
What is the status of my order?
You can check the status of your order in My Account section
How many promotional codes can I use at the final payment?
Only one promo code is valid per order. If you found two valid OUATE coupon codes on your Internet trip, choose the one you like the most.
Can my package be redirected to a different address?
Unfortunately, we cannot redirect your package to a different address, but you can contact the carrier with your tracking information and they should be able to help you.
Can I deliver to a PO Box address?
Unfortunately, we cannot process orders to a PO box address.
How long does it take to receive my order?
Standard delivery to France takes between 5 and 7 working days. You will receive a tracking number so that you can track your order from us to you.
Where can I find my order number?
Your order number is written in the confirmation email. It is also specified in your space My account – My orders

My returns and refund

What is the return policy of OUATE?
If you are not completely satisfied with your order, we can offer a refund or exchange provided that the products are returned to us within 14 days of purchase.
How can I exchange or return my OUATE product from France?
We are sorry that your OUATE product does not suit you. You can contact us at contact@ouate-paris.com with your order number and the product(s) you would like to exchange or return. Afterwards, you can send the product(s) back to us at the following address: OUATE Logistics Centre Return Cap ENERGIE 195 rue Louis Breguet – 62100 Calais – France. It will be necessary to include in your package a note stating your name, first name, and order number.
How can I exchange or return my OUATE product from France (outside Metropolitan France)?
We are sorry that your OUATE product does not suit you. You can contact us at contact@ouate-paris.com with your order number and the product(s) you would like to exchange or return. Afterwards, you can send the product(s) back to us at the following address: Logistics Centre OUATE Return Cap ENERGIE 195 rue Louis Breguet – 62100 Calais – France. It will be necessary to include in your package a note stating your name, first name, and order number. We recommend that you avoid sending your pairs back via DHL, FeDex or UPS, which have very high shipping costs. It is very important not to declare a market value (or €15) to avoid paying twice the import fees on your return.
I bought products elsewhere than on the OUATE site and I would like to return a product?
Any product purchased elsewhere must be returned to its original place of purchase to request a refund or exchange.
How long does it take to get a refund?
For orders placed with a credit card, the refund will appear on your account within 14 business days after processing.
What should I do if I forgot to put a note inside my package for return?
Send us an email as soon as possible to contact@ouate-paris.com
Where can I find my return form?
Your return form has been sent with your products. If you don’t have it, you can contact us by email at contact@ouate-paris.com

My delivery

OUATE delivery
OUATE delivers worldwide via Colissimo, from Monday to Friday from 8 a.m. to 6 p.m. Once Colissimo takes care of your parcel, you will receive a link to track your order. In case of dispute with Colissimo, we can assist you, however we do not control all the actions of Colissimo. To facilitate the delivery, we advise you to choose an address where you can receive your order from Monday to Friday from 8 a.m. to 6 p.m.
Delivery to France
The delivery charge is €6.50 for an order. Delivery to France takes between 5 and 7 working days (maybe a few more days in sales periods).
Delivery to Europe (Outside Metropolitan France)
The delivery charge is €13 for an order. Delivery to Europe takes up to 7 working days (maybe a few more days in sales periods).
Delivery to the rest of the world (Outside Europe)
The delivery charge is €26 for an order. Delivery takes up to 10 working days (maybe a few more days in sales periods).
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Contact

Need help? Contact us without delay!
Phone number : 01 84 60 16 05
Opened from Monday to Friday | 9am to 1pm - 2pm to 5pm

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Contact

Need help? Contact us without delay!
Phone number : 01 84 60 16 05
Opened from Monday to Friday | 9am to 1pm - 2pm to 5pm

Newsletter

Subscribe to our newsletter,
and receive a 10% discount
on your first order :)

Social medias

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