Question 1

Are the capsules used of natural origin ?

Accepted Answer

Our capsules are made of pullulan, a natural material without health risks, without chemical transformation and non-allergenic. In addition to being natural, our capsules are exclusively vegetable. Their consumption is suitable for vegetarians and vegans.

Question 2

Do our plants have the organic label ?

Accepted Answer

To ensure that cultivation traditions are respected and to guarantee the authenticity and quality of our plants, we bring them from China where they are grown with the greatest care in their preferred regions.
The request for the organic label must be formulated by the small producers with whom we collaborate. Naturally, we are not in a position to impose on them these very cumbersome procedures which, culturally speaking, make little sense. However, their treatment methods are identical to those required in France to obtain this label.

In addition, our plants are subject to numerous controls (compliance, botanical authenticity, phytosanitary, etc.), when they leave China, when they enter France and within our laboratory.

Question 3

Where do our plants come from?

Accepted Answer

All our plants come from China where they are cultivated with the greatest care in their preferred regions and in accordance with cultivation traditions. Each year, our team travels to China accompanied by our local collaborators (most of whom are practitioners or teachers in major Chinese universities) to find the best plants for our formulas.

Question 4

How long can the products be kept ? Do they have an expiration date ?

Accepted Answer

Carefully stored away from humidity and sunlight in their original packaging, our products can be consumed for several years after their purchase.

Question 5

Are the pharmacopoeia packaging of our products recyclable?

Accepted Answer

Aware of our responsibility towards ecology, we have chosen to package all our products in recyclable and reusable packaging. Our whole plants are kept in kraft paper bags and our capsule/powder bottles are made of HDPE plastic : solid, waterproof and recyclable packaging.

Question 6

Is it possible to return the packaging after using the products ?

Accepted Answer

Indeed, we are committed to recycling all our packaging. Therefore, we strongly invite you to participate in this effort by sending us your empty bottles or by dropping them off at your practitioner so that we can collect them for recycling.

Question 7

Why create a Calebasse account ?

Accepted Answer

By creating a customer account, you will be able to have quick access to the history of your orders, easily track their shipment and communicate more easily with Customer Service. As a member, you will benefit from certain advantages and you will be informed of new developments on our site.

Only you have access to your login information and your personal data remains strictly confidential.

Question 8

Why is an email address necessary to create a customer account ?

Accepted Answer

Your email is essential because it will allow you to follow your order : payment confirmation, order validation, shipping and information about your order. If you forget your password, an email to retrieve it will be sent to this email address. To receive order tracking emails and to communicate with Customer Service, we invite you to enter your email address with the utmost care when creating your account.

Question 9

I forgot my password ?

Accepted Answer

Click on "Forgot password" on the login portal and enter your email address. You will receive a link to your email address to reset your password.

Question 10

How do I change my account information ?

Accepted Answer

You can modify your information whenever you want by logging into your Calebasse customer account.
You can : modify your personal information (address, telephone number, etc.) in the "Account information" section, then in "My personal data".

Question 11

Is my personal information kept confidential ? For how long ?

Accepted Answer

Laboratoire Calebasse is firmly committed to protecting all personal data of its customers.
They are only used for the purpose of delivering your products and providing you with suitable offers.
In accordance with the Data Protection Act of January 6, 1978, you have the right to access, rectify or oppose data concerning you at any time.
This action can be exercised :
1. Either directly on the website in the "My account" area
2. Either by writing to the address of our Customer Service

If you are a minor, the agreement of a legal guardian before providing information, an email address and bank details is mandatory.

The data controller is Calebasse. The data is only collected for the specific needs of the Calebasse company. Our website www.calebasse.com is registered with the CNIL and has the registration number 1098073 which can be consulted on www.cnil.fr.

Question 12

I am a practitioner, how can I be referenced by your laboratory ?

Accepted Answer

To be referenced as a TCM practitioner and benefit from the advantages offered by the Calebasse Laboratory, simply fill out the short form by clicking on the page “Are you a practitioner? » located at the top right of our site. Once the "To register with us" form has been completed, one of our advisors will get back to you.

Question 13

Where is my order ?

Accepted Answer

If your order says :

• Waiting for payment : we are waiting for your payment to validate your order.

• Being processed : your order is being prepared in our labatory.

• Shipped : all items in your order have been shipped, a package tracking number is available on the shipping confirmation email.

• Cancelled : this status may be linked to a shortage of stock preventing us from sending you your order, a payment error or a cancellation request made to our Customer Service.

• Received : the order has been delivered to the delivery address.

Question 14

Has my order been taken into account ?

Accepted Answer

Once the order has been validated, you will receive an email informing you. However, it may happen that an error in the writing of your email address prevents the proper distribution of our mailing. To ensure that your order has been registered and check the status of its processing, simply click on “My account” then “My orders”.

If a problem persists with your order, we invite you to contact our Customer Service.

Question 15

I want to cancel or modify my order, how do I proceed ?

Accepted Answer

Our Customer Service will be able to process your order cancellation or modification request only if it has not yet been processed by our laboratory. We invite you to contact our Customer Service as soon as possible by telephone on 01 45 85 88 00.

If the payment was made by credit card, a refund will not be necessary since we debit your bank account only when the preparation of the order has started.

If you did not pay by credit card, we will refund you within 14 days of your request.

Question 16

What payment methods are offered ?

Accepted Answer

You can pay for your order by credit card on our site (Visa, Mastercard and other credit cards accepted) or by Paypal.
If you placed an order by email or telephone, you will be able to pay for your order by bank transfer.

Question 17

Is payment by credit card secure ?

Accepted Answer

Payment by credit card is completely secure: your credit card details never appear in clear on the network, they are encrypted using the SSL protocol (*Secure Socket Layer*).

Laboratoire Calebasse has no access to your bank details and does not store them on its servers. This is also why you are asked for them again with each new purchase on our site.

Question 18

I am a TCM student, am I entitled to a reduction ?

Accepted Answer

To benefit from the student advantage, make your request on the “Contact us” tab located at the top right of our site by sending us your contact details. Our team will come back to you to verify your student status and will send you a code allowing you to obtain a reduction on your orders.

Question 19

How to get an invoice ?

Accepted Answer

We invite you to edit your invoice directly from the "My account" section in the "My orders" tab and "download my invoice".

Question 20

What delivery methods are offered ?

Accepted Answer

In mainland France, your package can be delivered to you :

By Colissimo to the address of your choice with an average delivery time of 48 hours.
Each package sent by Colissimo has a tracking number accessible in the shipping confirmation email and in the order tracking. With this number, you can track your package on your order tracking or on the website www.coliposte.net.

By Chronopost to the address of your choice with an average delivery time of 24 hours.
Each parcel sent via Chronopost has a tracking number which can be found in the dispatch confirmation email and in your order tracking. With this number, you can track your package on your order tracking or on the www.chronopost.com website.

In our "Calebasse Verte" shop. Your order will be available for collection from 24 hours after placing the order (you will receive an email confirming the presence of your order in the store). This delivery method is free.

Question 21

What are the delivery costs and times in Metropolitan France ?

Accepted Answer

For shipments to **Metropolitan France** : the costs for standard delivery are 4.95 euros. They are offered from 59 euros (excluding prescription products) of purchase with Colissimo for delivery in 24-72 hours. For Chronopost, the costs amount to 15 euros for a delivery of 1 to 2 working day(s).

Question 22

I still have not received my order ?

Accepted Answer

The delivery date consists of two stages :

The **shipping time**, which begins as soon as your order is validated and corresponds to the preparation time of your order in our laboratory. This period is generally 24 to 48 hours.

The **delivery time**, which starts from the dispatch of your package from our warehouses. It corresponds to the time required for the carrier to send your package to the delivery address. This time also depends on the delivery method you have chosen.

First, we advise you to check that your order has been taken into account by consulting the emails sent by our Customer Service or from your online Order Tracking.

If the announced deadline has not been respected, please check if you have not received an email from us informing you of a shipping delay on your order tracking. Otherwise, contact our Customer Service to find out the status of your order.

Question 23

My package is indicated as delivered but I still haven't received it, what should I do ?

Accepted Answer

If you encounter any problem with your package, contact our Customer Service via the form on the "[Contact us](https://calebasse.com/contactez-nous)" tab located at the top right of our site so that our team can quickly take action. We will contact the carrier concerned to resolve this problem.

Question 24

How to track my order ?

Accepted Answer

When your order has been shipped by our laboratory, an email with a tracking number will be sent to you so that you can follow the progress of your order.

You can also follow the different stages of your order by logging into your customer account. Your current order will appear in the "My Account" section in the "My Orders" tab.
The status of the order will allow you to follow its evolution.

If no tracking link has been sent to you, go with your order number to our Customer Service via the form on the “[Contact us](https://calebasse. com/contact us)” located at the top right of our site. Our team will send you a tracking link.

Question 25

Are all your products available in store ?

Accepted Answer

More than 300 products are available in our boutique **Calebasse Verte**, located at *15 rue de la Vistule, 75013 Paris*. However, it is preferable to contact our Customer Service so that the presence in the store of the desired product is guaranteed.

If the product is not available in store, it may be made available within 24 hours if you have requested it from our team.

Question 26

In which countries do you deliver ?

Accepted Answer

Currently, Laboratoire Calebasse delivers throughout mainland France as well as neighboring European countries, including Belgium, Luxembourg, Germany, Spain, and Portugal. Orders are shipped within 48 hours, with free delivery in mainland France for purchases over €39 and in Europe for purchases over €89, excluding prescription products. We hope to expand our reach very soon.

If your country is not on our list, contact our customer service to place an order by email.

Question 27

I have just received my order, the product is damaged/does not comply. What to do ?

Accepted Answer

Upon receipt of your order, we strongly advise you to check the general condition of the package (inside, outside) in the presence of the delivery person. In the event of an anomaly, write your reservations on the delivery note and do not accept the package.

If you need to return it to us, it is possible (in the event that we are responsible for the error) to issue a postage label which will allow you to return the items to us at our expense on the basis of the rates applied by the postal services for sending a tracked colissimo.

If upon receipt of your order, you notice that one or more products are defective, take photos of your package and contact our Customer Service via the form "[Contact us](https://calebasse.com/contactez-nous)" located at the top right of our site. We will take care of the return and exchange of your products free of charge.

Question 28

How to exchange or refund a product ?

Accepted Answer

The right of withdrawal cannot apply to damaged products and to products that have been opened, partially or completely consumed, annotated, labeled or not in perfect condition for resale. The right of withdrawal is only valid for deliveries in France and Europe.

The customer must return at his own expense, within 14 days following the communication of his withdrawal, the products with a copy of the invoice, to the address mentioned in the preamble. The products must be intact, complete and packaged in their original packaging.
After receipt and validation of your package by our services, we will proceed with the refund.

Question 29

There are moths in my plant bag, what should I do ?

Accepted Answer

Because we have chosen to favor the natural and to firmly refuse the use of pesticides and all other chemical substances, we do everything possible to preserve our plants in the best possible way in order to guarantee you products of a quality without fault. Despite all the efforts put in place by our laboratory to avoid pests, this desire to preserve the natural appearance of plants can lead to the presence of food moths in your bags.

Therefore, if you notice moths in one of your products, contact our service by going to the "[Contact us](https://calebasse.com/contactez-nous)" tab at the top. to the right of our website. We take back your damaged product and guarantee the shipment of a new product.

Question 30

My refund amount does not match ?

Accepted Answer

If you have returned a product following a withdrawal, the return costs are your responsibility.

If this error is not related to the return costs, we invite you to contact our Customer Service so that this problem can be quickly resolved.

Question 31

How soon will I be reimbursed ?

Accepted Answer

The Laboratoire Calebasse undertakes to reimburse you as soon as possible. On average, it will take a maximum of 14 days after the registration of your refund request.

Question 32

How to prepare/use the products ?

Accepted Answer

Indications concerning the dosage of our products are available on each product page in the “Description” and “Advice for use” sections.

**Generally**, here are the different preparation methods :

- For whole plants : empty the desired content into cold water. Bring to a boil and then simmer for 20 minutes over low heat. Drink the decoction juice 15 minutes after each meal, preferably hot or warm.

- For the capsules : take 6 capsules per day, three in the morning and three in the evening (unless otherwise advised by your practitioner), preferably one hour after the meal.

- For concentrated powders : dilute the scoops of powder in a little boiling water. Take one hour after meals.

- For ground powders : pour into a saucepan, bring to the boil and cook over low heat for 10 minutes. Strain and drink the juice 15 minutes after meals.

**We specify that these are general recommendations, each case is different, which is why we invite you to always prefer the advice for use of your practitioner.**

Question 33

How long does the treatment last ?

Accepted Answer

Each case is different and some metabolisms are more sensitive to the pharmacopoeia than others. Generally, a 3-week treatment is necessary to relieve minor ailments and daily discomforts.

To obtain a clear answer adapted to your situation, we invite you to inquire with your practitioner. Otherwise, send us your questions using our contact form (“Contact us”) located at the top right of our site, our team is available to advise you as best we can.

Question 34

How long does a box of 100 capsules last ?

Accepted Answer

In the case of taking 6 capsules per day, a box of 100 capsules lasts approximately 15 days.

Question 35

When will I feel the first effects of my treatment ?

Accepted Answer

As a rule, the first effects of a pharmacopoeia are remarkable after 3 weeks of treatment.

Question 36

Can I use Laboratoire Calebasse products if I am pregnant ?

Accepted Answer

There is no general rule on this subject, certain plants/products can be used, others are not recommended. You can easily find these indications on each product page in “Description” then “Precautions for use”. If in doubt, contact your practitioner or our Customer Service using our contact form (“Contact Us”) located at the top right of our site.

Question 37

Can I use Laboratoire Calebasse products if I am breastfeeding ?

Accepted Answer

There is no general rule on this subject, certain plants/products can be used, others are not recommended. You can easily find these indications on each product page in “Description” then “Precautions for use”. If in doubt, contact your practitioner or our Customer Service using our contact form (“Contact Us”) located at the top right of our site.

Question 38

What is the maximum amount of herbs/capsules that can be consumed per day ?

Accepted Answer

Generally, the maximum amount is 13 grams per day for the concentrated powder and 200 grams per day for whole herbs. For any question relating to your treatment, contact your practitioner or contact our Customer Service using our contact form (“Contact us”) located at the top right of our site in order to obtain support.

Question 39

How many grams do the measuring cups integrated into the powder formulas correspond to ?

Accepted Answer

The measuring cups integrated into our powder formulas correspond to 1.5 g.

Question 40

How to quantify 10-15 grams of plants with a tablespoon ?

Accepted Answer

One tablespoon is usually 10-15 grams of herbs.

Question 41

From what age can the plants be used ?

Accepted Answer

There is no general rule on this.

To obtain a clear answer adapted to your situation, we invite you to inquire with your practitioner. If necessary, write to us by clicking on our contact form (“Contact us”) located at the top right of our website; our team is available to give you the best advice.

Q&A