Cornaline™ FAQs

Questions about my account

  • Is my personal information safe?

    Our policy for the collection, conservation and communication of customers’ personal data is based on strict physical, electronic and procedural protocols.

    At Cornaline™, any personal information you provide will always remain strictly confidential. We do not share any personal information with third parties.

    If you would like to modify or delete your personal information, please contact customer service by e-mail at:

    info@cornaline.vn

  • Why create an account?

    Creating an account allows you to:

    • register for the Cornaline™ newsletter and be the first to know about the new products and special offers in our loyalty program.
    • Track your orders online.
  • How do I create an account?

    1. Go to the “MY ACCOUNT” link on the upper right hand side of the page.
    2. Click on “CREATE MY ACCOUNT”.
    3. Enter the required information, then click on SUBMIT.
  • Why should I provide my telephone number?

    Having your personal telephone number on file allows Cornaline™ to contact you if necessary, in the event of a delivery issue, if a product is temporarily out of stock, or to request clarification so that we can delivery your order as quickly and seamlessly as possible.

    Cornaline™ will only use your telephone number when strictly necessary. It will never be shared with anyone outside of our company. It is our policy to protect all your personal information, and we maintain a strict confidentiality policy.

  • Why should I provide my date of birth?

    Cornaline™ would like to celebrate you on your birthday by offering your a small gift. For that reason, we ask that you provide us with your date of birth. At Cornaline™ we hold our customers in the highest esteem, so being able to offer a gift now and then is very important to us.

    Cornaline™ will never use your date of birth for any other purpose, and we will never share your personal information with any other company or entity. It is our policy to protect all your personal information, and we maintain a strict confidentiality policy.

  • I forgot my login/password, what should I do?

    If you have forgotten your password, creating a new one couldn’t be easier!

    1. Click on the “MY ACCOUNT / ALREADY REGISTERED” link in the upper right hand corner of the page.
    2. Click on “Forgot your password?”.
    3. Enter the e-mail address you used to create your account, then click on “SEND”.
    4. You will automatically receive an email with a new, temporary password.
    5. Once you’ve logged onto your personal account, you can modify your password by clicking on the link “Modify password”.

    First, enter the temporary password you received by e-mail.

    Next, you can choose a new password and enter it twice to validate it and save it in our system.

    Lastly, click on “SUBMIT”. A message appears, confirming that you have successfully modified your password.

    N.B.: On your next visit, remember to click on the “Remember me” option so that our website can automatically recognize you when you return to the site.

  • How do I update my personal information?

    1. Go into the “MY ACCOUNT” section in the upper right-hand corner of the page
    2. Log in to your account using your password.
    3. Click on “Modify my account”.
    4. Enter the desired modifications, and then click on “SUBMIT”.
  • What should I do if my account is blocked?

    In order to protect your personal information and prevent unauthorized use of your account, your account will be blocked after three unsuccessful login attempts. To unblock the account, contact Customer Service.

    • By e-mail, click here (you will receive a reply within 24 hours, from Monday to Saturday).
    • By telephone on: 1 800 20 26, from Monday to Saturday, 9 am to 6pm.
  • How do I protect myself from phishing?

    If you suspect that you have been a victim of phishing and have received an e-mail claiming to be sent by MFD:

    Please let us know as soon as possible by contacting our customer service team by e-mail or by telephone on 1 800 20 26 from Monday to Saturday from 9 am to 6 pm.

    We will investigate the message and take action to protect our customers to the best of our abilities.

    If you answered the e-mail and provided a fraudulent site with your personal information or your credit card number:

    Please also contact your bank as soon as possible.

    What is phishing?

    Phishing is a fraudulent technique that consists of sending e-mails, or inserting pop-up windows that claim to be a part of a legitimate company (or financial institution, administrative service, etc.) with the purpose of collecting personal information (identification, credit card number, etc.).

    In the majority of instances, these solicitations claim to be for updating personal information, or for taking advantage of a special offer, and the user is encouraged to click on an active link leading to a counterfeit site and fill in a form. If the user supplies this information, pirates may recover it and use it to their own ends.

    How to avoid phishing?

    Never reply to this kind of solicitation.

    Please note that Cornaline™ will never request your personal information (banking information, PIN or password) via e e-mail.

    If you receive a suspicious-looking e-mail:

    - Never open attachments; these may contain viruses

    - Never click on an email link if you are uncertain of its origin.

    We also recommend that you install anti-virus software on your computer, reinforce your e-mail service with anti-spam tools and check regularly that they are activated and up-to-date.

Questions about payment

  • What means of payment may I use on the site?

    Once your order has been placed, you have a choice of payment options:

    • International credit cards: Visa, MasterCard, Carte Bleue, American Express and JCB.
    • National credit/debit cards from 20 domestic banks.
    • Payment upon delivery: You may pay with cash upon receipt of your order.

    > To pay with a credit or debit card:

    On the “PAYMENT” page, choose your desired card and tick the T&C box “I have read and accept the Cornaline™ Terms & Conditions”, then click on “PAY” and follow the instructions.

    A confirmation e-mail will automatically be sent to the e-mail address you have provided.

  • Is payment by credit card 100% secure?

    Yes, all information relative to your order, and particularly payment online by credit card, are protected. The entire transaction is processed on a secure server (One Pay) and your card number is encrypted. At Cornaline™, your online purchases are 100% secure.

    onepay

  • When is payment processed?

    If you are paying by credit card, your bank account will be debited when your order is shipped. At that time, you will also receive an e-mail confirming shipping details and delivery for your order, as well as a copy of the invoice.

  • If there is an error in my order, can I be reimbursed?

    Once you have placed your order, it cannot be cancelled or modified. This is because processing begins immediately in order to guarantee the timeliest delivery possible. In the event of an error, please contact our customer service team by email or telephone as soon as you receive your package. We will inform you of the correct procedure for the exchange or reimbursement of your products.

  • How can I access my invoice?

    You can access your invoice at any time by going to “MY ACCOUNT”, then clicking on the “ORDER HISTORY” link.

    Your invoice is available in pdf format so that you may download and print it.

Questions about my order

  • I’m having problems placing an order.

    If you encounter issues when placing your order, our customer service team is at your service to answer questions by:

    • Chat on line from Monday to Saturday, 9 am to 6 pm
    • Telephone: on 1 800 20 26 from Monday to Saturday, 9 am to 6 pm.

  • May I place an order by telephone?

    You may order our cremes quickly and easily by telephone.

    To do so, kindly contact our Customer Service team from 9 am to 6 pm, Monday through Saturday, at 1 800 20 26

  • May I modify or cancel my order?

    Look under MY ACCOUNT and click on “ORDER SUMMARY”:

    • If your order status is marked “waiting to be processed”, Customer Service may be able to modify or cancel your order. Kindly contact customer service as soon as possible by telephone, on 1 800 20 26,from Monday to Saturday, 9 am to 6 pm.

    • If your order status is marked “currently being prepared”, or “shipped”, unfortunately it will be impossible to modify or cancel your order and you will need to return it to us.
  • How can I track my order?

    Click on “MY ACCOUNT”

      1. Log in
      2. Click on “ORDER HISTORY & DETAILS”
      3. Check the “STATUS” of your order: “waiting to be processed”, “currently being prepared”, “preparation for shipping”, “payment error”, or “shipped”. If the status is “shipped”, click on the “Order Tracking” number for the items in question and track its progress on our transporter’s site:

    http://kerryexpress.com.vn/en/148_order-tracking.html

    As soon as your order has shipped, you will receive a confirmation e-mail. The link it contains will be activated within 24 hours, and you may track your order through to delivery.

    For any additional information, kindly contact our Customer Service team by:

    o   email at info@cornaline.vn

    o   telephone on 1 800 20 26 From Monday to Saturday, 9 am to 6 pm.

  • I ordered / received the wrong product: may I send it back and what is the procedure?

    In the event that all or part of your order is in error, you have a grace period of 2 days from the time of receipt to let our teams know and return the package to us.

    Returned products must be in perfect condition. They must still be in their original, sealed cellophane packaging and must not present any sign of use. Please feel free any gifts that may have accompanied your order.

    Reimbursement reflects the product price and initial shipping costs.

    Costs incurred for returning products remain solely at the customer’s charge.

    To return your order, kindly:

    1. Print out the return form received by email from our customer service team.
    2. Fill out the form completely and legibly.
    3. Place the completed form as well as the e-mail confirmation of the order inside the box containing the products you wish to return.
    4. Seal box appropriately and send to: Kho Tổng Kerry Express (VN) HCM - 367/ F370 cổng số 7 Khu Quân Đội, Bạch Đằng, Phường 2, Quận Tân Bình, TP.HCM

Questions about shipping & delivery

  • How do I modify my shipping/delivery address?

    To change the address where you would like to receive your package, please go to “MY ADDRESSES” and click on the “MODIFY MY ADDRESS” link.

    Modify your delivery address and finalize it by clicking on “SUBMIT”.

    If you wish to modify your delivery address while you are placing your order, please do so once you are done shopping.

    You may then choose to modify the current address.

    Simply select your preferred option and fill in the required fields.

    To finalize, click on “SUBMIT”

    The new delivery address will appear on the page. You can then complete your order and proceed to checkout.

  • Can I receive packages at a different address from my home address?

    When you place your order, you have the option of indicating the address of your choice (business, personal, third-party, etc.). This is where you will receive your order.

    You also have the option of registering a different billing address.

  • How long does shipping take?

    Order processing and preparation are handled from Monday to Friday, except for bank holidays. For this reason, orders placed on Saturday and Sunday will be processed and sent on Monday.

    Delivery time depends on the final destination:

    Deliveries are made from Monday through Saturday from 9 am till 5 pm.

  • I placed an order but have not received it.

    Once your order has been shipped, a confirmation e-mail is sent and the products are delivered within a maximum of five days. Shipping times are based on business days and do not take into account Sundays and bank holidays.

    Shipping times may take longer during Têt (Vietnamese New Year).

    A tracking link is provided in your shipping confirmation e-mail in the “MY ACCOUNT” section, under “MY ORDERS”

    In the event that your package does not arrive on time, our Customer Service team remains at your service by:

    • Chat on line from Monday to Saturday, 9 am to 6 pm
    • telephone, on 1 800 20 26 from Monday to Saturday, 9 am to 6 pm.

  • How can I track the status of my order?

    Click on “MY ACCOUNT”

    1. Log in
    2. Click on “ORDER HISTORY & DETAILS”
    3. Check the “STATUS” of your order: “waiting to be processed”, “currently being prepared”, “preparation for shipping”, “payment error”, or “shipped”. If the status is “shipped”, click on your order’s package number to track its progress.
    4. As soon as your order has shipped, you will receive a confirmation e-mail. The link it contains will be activated within 24 hours, and you may track your order through to delivery.
  • When will my order arrive?

    All information relevant to shipping and tracking is provided in the order confirmation e-mail. Cornaline™ and its shipping team will see to it that you receive your order as quickly as possible.

  • What are shipping rates?

    Shipping of your package is FREE: there is no extra delivery fee.

  • There’s an item missing from my order, what do I do?

    If your order is marked “you will soon receive” followed by the details of the product in question, you have nothing further to do; the product will be sent to you as soon as possible.

    If nothing is mentioned on your order, kindly contact our Customer Service team by:

    • Chat on line from Monday to Saturday, 9 am to 6 pm
    • e-mail at: info@cornaline.vn
    • telephone on: 1 800 20 26 from Monday to Saturday, 9 am to 6 pm.
  • One of the products I ordered is damaged, what do I do?

    If one of your products was damaged upon delivery, kindly return the package to us in its original state, accompanied by a return form (on the back of the delivery form), and follow these steps:

      • Contact the Customer Service team as quickly as possible at 1 800 20 26 from Monday to Saturday, 9 am to 6 pm, to obtain a return number

      • Fill out the return form specifying the article(s) being returned as well as the return number provided by the Customer Service team

      • Send the unopened, unused product still in its original packaging along with the return form to: Kho Tổng Kerry Express (VN) HCM - 367/ F370 cổng số 7 Khu Quân Đội, Bạch Đằng, Phường 2, Quận Tân Bình, TP.HCM
  • My package arrived damaged, what do I do?

    In the event that:

    1 – The transporter delivers a damaged product: You may refuse it, citing “damaged package”, and notify the Cornaline™ customer service team of the incident by e-mail or telephone. We will send a new package as soon as possible.

    2 –The package was delivered and the transporter is no longer on-site to take it back: Kindly contact the Customer Service team as quickly as possible, on 1 800 20 26 from Monday to Saturday, 9 am to 6 pm, to obtain a return number.

      • Fill out the return form specifying the article(s) being returned as well as the return number provided by the Customer Service team
      • Send the unopened, unused product still in its original packaging along with the return form to: Kho Tổng Kerry Express (VN) HCM - 367/ F370 cổng số 7 Khu Quân Đội, Bạch Đằng, Phường 2, Quận Tân Bình, TP.HCM
  • Can my order be delivered gift-wrapped?

    Unfortunately, this service is still in development. Cornaline™ is working to offer this option as soon as possible.

  • Where do you ship?

    Shipping and delivery is only possible in Vietnam.

  • Can my products be shipped to another country?

    No. Shipping and delivery of any products ordered on www.cornaline.vn can only be fulfilled in Vietnam.

General questions

  • Where can I buy Cornaline™ products?

    Cornaline ™ products are sold only on the Cornaline website: https://cornaline.vn

  • How can I be sure that your product is not counterfeit?

    Your Cornaline™ Creme is unique. We guarantee its traceability and authenticity from production to delivery thanks to an innovative solution that is reserved to luxury products. Cornaline™ affixes to every product’s packaging a stamp bearing a unique QR Code (Quick Response Code) and secure hologram developed by TESA VeoMark®. This QR Code cannot be copied, and contains all pertinent information on the crème’s journey from laboratory to your home.

    Once you receive your order, you may visit the site www.octm.eu and follow the prompts. You can also use your smartphone to scan the QR Code on the back of your creme’s original packaging.

    Your product is delivered packaged in cellophane, a guarantee that it has not been opened since it left the laboratory in France.

  • How do I contact customer service?

      • By chat on line from Monday to Saturday, 9 am to 6 pm,

      • By telephone on: 1 800 20 26 from Monday to Saturday, 8 am to 6 pm,

Product questions

  • Are the cremes paraben-free?

    Cornaline™ skin care products are paraben-free. Parabens are a family of chemical compounds that are used as preservatives and which has been found to be estrogenic, meaning that parabens may disrupt endocrine activity and cause imbalances. Cornaline™ formulations are developed in a French research laboratory and are completely harmless. All of our skin care products are tested by an independent dermatologist.

  • What are the cremes’ ingredients?

    THE INGREDIENTS IN THE CORNALINE™ DAY CRÈME ARE:

    Aqua, Octocrylene, Homosalate, Avena sativa kernel powder, Tribehenin PEG-20 esters, Glycerin, Ethylhexyl salicylate, Diisopropyl sebacate, Benzophenone-3, Caprylic/capric triglyceride, Thermus thermophillus ferment, Benzyl alcohol, Glyceryl stearate, Cetearyl alcohol, Tocopherol, Parfum, PEG-8, PEG-100 stearate, Acrylates/C10-30 alkyl acrylate crosspolymer, Plantago lanceolata leaf extract, Sodium gluconate, Caprylyl glycol, Salicylic acid, Butylene glycol, Helianthus annuus seed extract, PPG-1-PEG-9 Lauroyl glycol ether, Hedera helix leaf/stem extract, Phytic acid, Sorbic acid, Citric acid, Phenoxyethanol, Sodium polyacrylate, Humulus lupulus strobile, Xanthan gum, Potassium sorbate, , Biotin, Linalool, Geraniol, Citronellol, CI 16255.

    THE INGREDIENTS IN THE CORNALINE™ NIGHT CRÈME ARE:

    Aqua, Butylene glycol, Glycerin, Cetearyl alcohol, Caprylic/capric triglyceride, Lauryl laurate, Ceteareth-20, Benzyl alcohol, Glyceryl stearate, Sodium polyacrylate, Prunus amygdalus dulcis oil, Sesamum indicum seed oil, Vitis vinifera seed oil, Maltodextrin, Ethylhexyl cocoate, Parfum, Sodium gluconate, Sorbitan laurate, Enantia chlorantha bark extract, Salicylic acid, Tocopherol, PPG-3 benzyl ether myristate, Syringa vulgaris extract, Hydroxyethylcellulose, Acetyl dipeptide-1 cetyl ester, Polysorbate 20, Sorbic acid, Diacetyl boldine, Oleanolic acid, Limonene, Linalool, Geraniol.

  • What’s the best way to use Cornaline™ products?

    DAY CREME:

    To protect the skin from the cumulative effects of everyday exposure to UV rays, Cornaline™ Day Creme is formulated with SPF15 sun protection that targets both the UVA rays that favor premature ageing of the skin and the UVB rays responsible for sunburn and the stimulation of melanin production.

    Results: your skin regains its natural radiance. The complexion appears clearer and more unified. Elasticity and softness are restored. Leaves the skin veiled in a delicate fragrance.

    Application tips:

    Apply Cornaline™ Day Creme to freshly cleansed skin every morning. Massage into face, neck and décolleté.

    NIGHT CREME:

    In order to gently restore the skin’s natural balance, Cornaline™ developed Triple Correction Night Creme. Composed mainly of ingredients of natural origin, its formula brims with active ingredients to purify the skin and enhance its clarity:

    Results: upon awakening the quality of the skin is improved. It is softer, and seems lifted. Purified and luminous, the skin breathes anew, and is primed to confront a new day. Night after night, the skin regains youth and freshness. Leaves the skin veiled in a delicate fragrance.

    Application tips:

    Carefully remove all traces of makeup, cleanse and apply Cornaline™ Night Creme every evening before bed. Massage into face, neck and décolleté.

  • Where are the products made?

    Cornaline™ products are developed in the South of France, at La Seyne-sur-Mer, a charming town near the Mediterranean coast. This sunny region bordered by the French Riviera and Provence is celebrated worldwide for its charming villages and cities (Saint-Tropez, Cannes, Nice, etc.) and for its ancestral know-how in perfumery and skin care (the town of Grasse for perfumery flowers; Marseille for its famed soap).

  • How are the products manufactured (hygiene & security)

    Cornaline™ products are crafted according to a strict protocol that guarantees customers complete security of use and peace of mind.

    Every ingredient contained in our cremes is subject to strict quality control; each is weighed, systematically disinfected and registered for traceability

    Each formula is blended in shiny vats that are rigorously cleansed between each use by sterilization specialists in a contamination-free facility.

    Once the product is finished, it is once again subject to a battery of tests (consistency, color, smell, microbiology, etc.) to ensure that the cream that comes to market is risk-free for our customers.

    Each creme is identified and traceable throughout its lifecycle until it arrives at your home.

    Cornaline ™ guarantees its customers the perfect security of its products.

  • Can I use Cornaline products while pregnant?

    Cornaline™ skin care products are completely harmless and their formulas contain no active ingredients that might be aggressive to the skin. Its formulas have been developed by a French cosmetic research laboratory and tested by an independent dermatologist. Cornaline™ are perfectly suitable for pregnant women and present no danger to the unborn child or its development.

    Most doctors consider using skin care products harmless. Nonetheless, if you are concerned about any potential effect these products may have on your baby, please consult your doctor.

  • At what age should I start using Cornaline™ products?

    The first visible signs of ageing generally appear around the age of 20, when cellular renewal, and the production of collagen and elastin (which gives the skin its suppleness) as well as the skin’s self-regenerating facilities very gradually begin to deteriorate.

    Cornaline™ may be specially formulated to diminish the visible signs of ageing, but they remain above all skin care products, crafted to preserve the skin’s healthy appearance. Don’t hesitate to use them even if your skin does not yet show visible signs on ageing. Remember: it’s never too early to limit the adverse effects of sun exposure by protecting your skin with UVA and UVB filters every time you go outdoors. For that reason, Cornaline® Day Creme is formulated with SPF15 sunscreen – ideal for daily use.

  • Are Cornaline™ ingredients and/or products tested on animals?

    Cornaline™ bear the label NOT ANIMAL TESTED, which signifies that:

    • Our finished products are not tested on animals,
    • We do not perform animal testing through third parties,
    • We require our suppliers to certify that they do not conduct testing on animals

    In order to ensure safety, our products are tested in specialized outside laboratories that work with paid human volunteers or in-vitro methodology.

  • How do I submit comments about the products / user experience?

    The Cornaline® teams welcome customer comments on a daily basis. Your observations and insights often help us to improve our products and services.

    Feel free to contact us by e-mail at: info@cornaline.vn

    You can also contact our beauty advisors, who will be delighted to answer any questions you may have:

    • By chat on line from Monday to Saturday, 9 am to 6 pm,

    • By telephone on: 1 800 20 26 from Monday to Saturday, 8 am to 6 pm.
  • My request concerns another subject

    E-mail us here (replies within 24 hours maximum from Monday to Saturday).

My request concerns another subject

Contact our customer service:

phone

1 800 20 26 FREE CALL

OR
OR


through our contact form