Frequently Asked Questions
Orders & Purchases
How can I track my order?
How can I track my order?
You can track your order by checking the shipping confirmation email, which contains a tracking number and a link to the transporter's website.
Alternatively, log in to your account on our website, navigate to "My Orders," and click on the tracking link provided for your order.
Should you have any issues, please contact us.
How do I cancel or edit an order?
How do I cancel or edit an order?
We understand that mistakes happen. If you need to edit your order information, such as the delivery address or contact number, please contact our customer service as soon as possible.
Here’s what you can do:
- Contact our customer service.
- Have your order number ready when contacting customer service.
- We cannot guarantee changes if the shipping already started.
What if there is a problem with my order?
What if there is a problem with my order?
If there is an issue with your order, please contact our customer service team as soon as possible. Provide your order number and a brief description of the problem so we can assist you quickly.
I didn't receive all of my order?
I didn't receive all of my order?
If part of your order is missing, please check the shipping confirmation email to see if the items were sent separately. If all items should have arrived together or if you have concerns, contact our customer service team with your order number. We’ll investigate and resolve the issue promptly.
Returns & Exchange
What is your return and refund policy?
What is your return and refund policy?
We accept returns within 30 days of delivery, provided the items are unopened and in their original condition.
We refund within 10 business days after product reception and examination.
For detailed instructions and conditions, please refer to our return and refund policy or contact our support team.
How do I initiate a return?
How do I initiate a return?
To start a return, you need to contact us with your order number and obtain a return number without which the return is not possible.
For detailed instructions and conditions, please refer to our return and refund policy or contact our support team.
May I exchange an item instead of returning it?
May I exchange an item instead of returning it?
No.
You need to start the return process first.
How long does it take to process my return or exchange?
How long does it take to process my return or exchange?
We refund within 10 business days after product reception and examination.
For detailed instructions, please refer to our return and refund policy or contact our support team.
Shipping & Tracking
How long does shipping take?
How long does shipping take?
Our transportation partner commits to 1-4 business days. In total, you should expect to receive your order within 2-5 business days.
Delivery times may vary depending on your location and the seasonal workload of our transportation partner.
May I change my shipping address after placing an order?
May I change my shipping address after placing an order?
If your order hasn’t been processed yet, you can contact our support team to update your shipping address. Once the order is shipped, we’re unable to make changes.
General
How can I contact you?
How can I contact you?
You can reach us anytime via our Contact page. We aim to respond within 1–2 business days.
Spotted an error?
Spotted an error?
Whether it's a language slip, inaccurate product detail, or missing information — we'd love to hear from you. Your feedback helps us maintain the quality and accuracy our customers deserve. Contact us →
Is your product information available in other languages?
Is your product information available in other languages?
Our store is available in English and German. If you notice a translation error or something that doesn't read naturally, please let us know via our Contact page — we appreciate every correction.
Demistify BIO!
What does an organic certification actually mean?
What does an organic certification actually mean?
An organic certification indicates that a product meets defined criteria at the time of audit: a minimum percentage of ingredients from organic farming, strict limits on defined substances, specified manufacturing methods, and traceability of raw materials. It is issued by an independent accredited body — not self-declared — and is subject to regular audits. Standards and permitted substance lists evolve over time, so it is worth checking that the certification you rely on reflects current requirements. Non-compliance can lead to sanctions ranging from downgrading to conventional status to full certification withdrawal.
Why choose certified organic products — and what are the limits?
Why choose certified organic products — and what are the limits?
Organic certification sets precise rules on what can and cannot be used during cultivation and processing — but it does not mean zero risk or absolute purity. Understanding what it covers helps you make more informed choices.
What organic certification covers:
- Strict limits on synthetic pesticides, petrochemical derivatives, and GMOs — each certification defines its own thresholds and permitted substances
- Traceability of raw material origins, from farm to finished product
- Regular third-party audits with mandatory on-site inspections
- For essential oils: sourcing matters more than for most products, as distillation concentrates everything present in the plant — including any residues
Organic is an end-to-end story:
Certification doesn't begin at the factory — it starts with the seed. Cultivation practices, harvest conditions, social responsibility of farming communities, processing methods, and transportation all form part of the chain. An ingredient is only as trustworthy as the weakest link in that journey. This is why traceability — from origin to your door — matters as much as the logo on the label.
What it does not guarantee:
- Zero pesticide traces — environmental contamination from neighboring crops or soil can still occur
- Uniform standards across all labels — tolerance levels and permitted ingredients vary significantly between certifications
- That every ingredient in a product meets the same standard — some labels apply at product level only, not brand level
- Superior efficacy — organic does not automatically mean more effective
How to shop wisely:
- Read the full ingredient list, not just the logo on the front
- Choose suppliers who provide batch traceability and third-party analytical data (e.g. GC/MS for essential oils)
- Check the FR-BIO code or certifying body displayed on the label
- Cross-reference with the Agence BIO operator directory for French-certified products
Where do your organic certifications come from?
Where do your organic certifications come from?
Organic products sold in the EU are governed by EU Regulation 2018/848 (applicable since 1 January 2022), covering production, processing, distribution, import, control, and labeling. Authorized substances are defined by EU Regulation 2021/1165.
In France, INAO (Institut National de l'Origine et de la Qualité) oversees the consistent application of EU organic regulations. All organic operators are audited by one of 10 INAO-accredited certifying bodies and must be registered with Agence BIO. Each certifier carries a FR-BIO code — for example, FR-BIO-01 (ECOCERT) or FR-BIO-10 (Bureau Veritas). Labels must display this code alongside the origin of agricultural raw materials (Agriculture UE or Agriculture non UE).
Controls are rigorous: every operator undergoes at least one mandatory on-site inspection per year, covering field visits, physical product checks, animal welfare, full accounting audit, and flow controls. Over 120,000 surprise inspections are carried out annually, with a 5% non-compliance rate — demonstrating the system's effectiveness and integrity.
Our products may also carry certifications from organizations that both issue and control their own standard, such as Nature & Progrès, or other controlled marks like HVE, AOP, FSC, PEFC, and SAF. These are distinct from quality commitments such as HEBBD, HECT, Therapy-grade, Food-grade, Vegan, and Cruelty-free — which reflect our sourcing standards and are self-declared, not issued or audited by an independent third party. All applicable certifications and labels are listed on each product page.
What certifications apply to cosmetic products?
What certifications apply to cosmetic products?
A cosmetic bio label indicates that a product meets defined criteria at the time of certification: a minimum percentage of ingredients from organic farming, strict limits on defined substances, and specified manufacturing methods. Standards vary between certifications and evolve over time. The main certifications you may find on our products are:
- COSMOS (Cosmos Natural / Cosmos Organic) — applied at product level. Cosmos Natural requires ≥95% natural ingredients. Cosmos Organic requires that ≥95% of organically processable ingredients be organic; the minimum organic content of the total formula varies by product type — ≥20% for rinse-off products, ≥10% for leave-on products (such as essential oils and hydrosols). Issued by bodies such as ECOCERT and Cosmébio.
- Natrue — applied at brand level (≥75% of a brand's products must comply). Requires ≥95% organic ingredients in the biological category; strictly excludes petrochemical derivatives.
- Nature & Progrès — applied at both brand and product level. Combines strict organic criteria with a social charter covering biodiversity, polyculture, and fair community practices. Among the most demanding certifications available.
- ECOCERT Cosmétique Biologique / Cosmécert Cosmos Bio — certifications issued by ECOCERT and Cosmécert respectively, aligned with COSMOS standards.
In 2025, cosmetic certification standards are evolving rapidly: stricter limits on petrochemical preservatives, higher minimum organic ingredient thresholds, full supply chain traceability from cultivation to bottling, and biodiversity protection including pollinator-safe sourcing. Emerging trends include solid and refillable formats (reducing plastic waste), locally sourced organic ingredients for better traceability, gentle manufacturing processes, and integrated fair-trade criteria supporting farming communities.
Common mistakes to avoid:
- Trusting the logo without reading the ingredient list — a certified product can still contain controversial components
- Confusing the certifying body (which controls) with the label (which sets the standard)
- Assuming all labels are equivalent — tolerance for synthetic ingredients varies significantly
- Overlooking brand-level consistency — some brands certify only a few products while others remain uncertified
- Relying on outdated information — standards evolve rapidly
To identify a reliable label, verify that it is issued by an independent body, has a clear published specification, and reflects a comprehensive ecological and social responsibility approach. All certifications applicable to our products are listed on each product page.
Learn more:
Are certified organic essential oils always pesticide-free?
Are certified organic essential oils always pesticide-free?
Not necessarily. Even with a certified organic label, trace amounts of pesticides can be present in essential oils — due to environmental contamination, neighboring non-organic crops, or residues in the distillation process. Organic certification sets strict limits on synthetic pesticide use, but it cannot guarantee zero traces. Analytical results also vary by batch and season. This is why we prioritize suppliers who make third-party analytical data (such as GC/MS analysis) available for each batch.
How do you ensure the accuracy of your INCI and allergen declarations?
How do you ensure the accuracy of your INCI and allergen declarations?
We follow EU Regulation (EC) No 1223/2009 and its amendments, including the latest allergen updates under Commission Regulation (EU) 2023/1545. Our INCI lists and allergen declarations are reviewed against official Annex III requirements. If you spot a discrepancy, please contact us.
Do you publish batch traceability or analytical data for your products?
Do you publish batch traceability or analytical data for your products?
We are working toward it. Our goal is to provide batch-level traceability and third-party analytical data (such as GC/MS analysis for essential oils) for our products — but it is not always straightforward.
Producers face real constraints: analyses have a cost, batches change with each harvest season, and keeping data current across a large and diverse product range requires significant effort from suppliers. Not all producers publish this data routinely, and obtaining it systematically takes time.
Where analytical data is available, we include it on the product page. We work with our producers to raise the bar on transparency over time, and will expand coverage as data becomes available.
What do the labels and codes on our products mean? A short glossary.
What do the labels and codes on our products mean? A short glossary.
A quick reference for the most common terms you'll find on LaPeNu product pages:
AB — Agriculture Biologique. French organic mark, optional and complementary to the Eurofeuille. Can also apply to products outside EU organic regulation scope.
Eurofeuille — The EU organic logo. Mandatory since 2010 for pre-packaged organic food products of European origin. Must be accompanied by a FR-BIO code and origin indication (Agriculture UE / non UE).
FR-BIO-xx — Code identifying the INAO-accredited certifying body that audited and certified the product. For example: FR-BIO-01 (ECOCERT), FR-BIO-10 (Bureau Veritas).
INAO — Institut National de l'Origine et de la Qualité. French authority that accredits organic certifying bodies and oversees consistent application of EU organic regulations.
INCI — International Nomenclature of Cosmetic Ingredients. The standardized system for listing cosmetic ingredients on labels, required by EU law.
HEBBD — Huile Essentielle Botaniquement et Biochimiquement Définie. A quality label (not a controlled certification) indicating the essential oil is botanically and biochemically defined — pure, natural, and complete.
HECT — Huile Essentielle Chémotypée. A quality label indicating the essential oil has been chemotyped — its dominant chemical constituents identified and declared.
GC/MS — Gas Chromatography / Mass Spectrometry. The standard analytical method used to verify the chemical composition and purity of essential oils.
This glossary will be expanded over time.
