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Philotia

Need help ?


Why do you need a customer account ?

Your customer account enables you to find your private data again without having to re-enter it, and to change it if necessary.
It also enables you to:
  • Track your orders and their history
  • View your invoices
  • Manage your data, invoice and delivery addresses
  • Easily renew a previous order


I have forgotten my password, how can I recover it ?

All you need to do is go to the « customer account page » and click on the title « Forgotten your password? » and then enter your e-mail address.
A password will immediately be sent to you by e-mail. Afterwards, you will be able to log in to your account and personalize this password.
A confirmation will be sent to you by e-mail.


I have changed my e-mail address and details, how can I update them ?

You just need to go to your customer space and change your details in your « Customer account » : tabs: « My information » and « Delivery address »


I am already a customer of your Laboratory, but I do not have a customer account on your website ?

Log in using your customer code. You will find this on your last invoice.
If you are a healthcare professional, log in using your practitioner's code.
You can do this at any time. Otherwise, we will suggest that you create it when making your first order on our website.


What are the different steps to ordering over the Internet ?

To order, all you have to do is follow the process below:
1. Click on the « Product » tab
2. Select the product you are interested in
3.  Select the quantity desired in the frame « Online order service », the total sum of your order changes automatically according to the quantity chosen (=>postage & packaging not included)
4. Repeat the process for each product you would like to order
5. Click on the « My Order » tab at the top of the page to consult a summary of this
6. Log in
7. Confirm your order
8. Choose your delivery address
9. Proceed with payment by credit card


What are the different methods of payment ?

The different payment methods for ordering are as follows:
  • Debit card
  • Visa card
  • MasterCard
  • American Express card


How do I know if my order has been confirmed ?

When you confirm your order, you will receive an e-mail confirmation acknowledging receipt of your order.
In the « Customer account » page under « Order history », you can see the « Status » of your order, i.e.:
  • Payment accepted: payment confirmed, the order is being processed
  • Preparation in progress: the order is being processed
  • Delivery in progress: the order has been shipped
  • When your order has been shipped, you will receive a confirmation e-mail stating your package number, which should enable you to track your order.
  • You can also download your invoice in PDF format. If your order has not been confirmed, the reasons for this refusal are explained by the following statuses:
  • Cancelled: the order was cancelled at the time of payment
  • Payment refused: the payment procedure failed

If you need help to place your order, please feel free to contact our Customer Service, using the contact form, or by telephone on 0033 (0)2 97 88 15 88 from Monday to Friday from 8.30 am to 12.30 pm and from 1.30 pm to 5.30 pm local time (UT+1) (no extra charge for call, from France, cost of a local call depending on operator).


What should I do if I don't receive my package ?

 If you have a claim to make in relation to the reception of your package, our customer service is available and will answer your questions as best as possible: you can contact them using the contact form or by telephone on 0033 (0)2 97 88 15 88 from Monday to Friday from 8.30 am to 12.30 pm and from 1.30 pm to 5.30 pm (local time (UT+1)) (no extra charge for call, from France, cost of a local call depending on operator).


What should I do if I cannot order via the Internet ?

Our Customer Service is available to help you place your order. You can contact them using the contact form or by telephone on 0033 (0)2 97 88 15 88 from Monday to Friday from 8.30 am to 12.30 pm and from 1.30 pm to 5.30 pm local time (UT+1) (no extra charge for call, from France, cost of a local call depending on operator).


Is it safe to pay by credit card on your website ?

Your purchases are 100% safe, thanks to our banking partner's secure payment verification system.


I placed an order on your site today, when will my credit card be debited ?

When you order by credit card over the Internet, the sum of your order is immediately debited to your account.


A thorough quality approach and an orderly development including numerous clinical and scientific studies on finished products lead to the development of safe and effective products. Through a narrow range of truly innovative supplements, Laboratoires THE STUM emphasize quality over quantity. All these efforts, recognized by thousands of health professionals, aim to provide appropriate responses to all our customers. We wish you a pleasant visit and discover our products.

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