Frequently asked questions
Who are we?
We are Passionea, a French company based on the French Riviera, between Cannes and Nice, specialising in bringing our products to customers in the Gulf and the Middle East. We have no branches outside France, and everything ships exclusively from France.
Our team is made up of French professionals of Arab heritage, so you can talk to us in Arabic, French or English.
Are your products allowed in the Middle East and the Gulf?
Yes, our products are classified by customs as personal care and cosmetic products, just like those found in pharmacies. We adhere to all required standards to ensure our products are delivered safely and legally to our customers in the region.
How discreet are orders? How are they packaged?
We attach great importance to discretion and to protecting your privacy. Our products are carefully packaged to protect them from temperature changes during delivery. The parcel is neutral, in DHL colours, with no Passionea logo, so that confidentiality is guaranteed on receipt.
Our products are classified by customs as skincare and cosmetic products, exactly like those sold in pharmacies.
How do I place an order?
All orders are placed on our official website passionea.fr. We ship our products from France to many Arab countries and worldwide with DHL.
How long does delivery take?
Delivery time averages 4 to 5 business days. For major cities, delivery may be reduced to 2 to 3 days to ensure your orders arrive as quickly as possible.
Why is the Saudi riyal the main currency on your site?
We chose the Saudi Riyal as the primary currency for our website because over 50% of our customers use it, making it easy to shop. However, when browsing the website from other countries, you can change to the appropriate local currency by selecting the flag at the bottom of the page.
What are the shipping rates and details?
Gulf & Middle East countries (Saudi Arabia, UAE, Kuwait, Oman, Bahrain, Jordan, Palestine):
Delivery time: 3 to 5 days depending on the city.
Shipping cost: 99 SAR (about $26).
Free shipping on orders of 450 SAR or more (about $120).
Europe:
Delivery time: 2 to 4 business days.
Shipping cost: calculated automatically at checkout, depending on the delivery method chosen.
Free shipping on orders of €100 or more.
Rest of the world (international shipping):
Delivery time: 3 to 6 business days depending on the country.
Shipping cost: 124 SAR (about $33).
Free shipping on orders of 400 SAR or more (about $106).
Can I pay in my local currency?
Yes, when you visit our official website, you can pay in your available local currency by selecting the appropriate currency upon registration or changing the flag at the bottom of the website pages.
What is your return policy?
To ensure your complete satisfaction, you can contact our customer service team to submit a return or exchange request, in accordance with the terms and conditions set forth on the website.
Do orders come with free samples or gifts?
We always strive to satisfy our customers, so free samples are added to all orders. We also offer special gifts for special orders only. Follow us on Instagram for the latest updates on gifts and offers.
Do you offer cash on delivery?
Unfortunately, we do not offer cash on delivery. All of our teams and inventory are located in France, and we do not have branches or offices outside of France, making online prepayment the only option currently available. You can pay easily and securely using your bank card, Apple Pay, or PayPal.
How can I contact customer service?
You can reach us by email, Instagram message or WhatsApp, using the WhatsApp button on our website. Our team is happy to answer all your questions in Arabic, French and English.
Can't find what you're looking for?
Send us an email to tell us about the issue, and a member of our customer service team will respond as soon as possible. Be sure to include your order number (if you have one).