Frequently asked questions

Ordering online

  • I can’t seem to find the product I am looking for in the shop.

    There are several reasons why you may not be able to find a certain product in the shop:

    • The product is no longer available and, as a  result,  is no longer displayed in the shop
    • The product is TEMPORARILY out of stock - this will be specified on the product details' page
  • How long does a delivery within Belgium take?

    The DELIVERY PERIOD* for orders to be delivered in Belgium and placed before 10 a.m. is:

    Your order is delivered by Bpost to the address you have specified.

    • Belgium: the next working day

    * Delays due to events of force majeure excepted

    * Working day = Monday to Friday, excluding public holidays

  • How long does a delivery abroad take?

    The DELIVERY PERIOD* for orders to be delivered in the various countries listed hereafter and placed before 10 a.m. is:

    Your order is delivered by Bpost to the address you have specified.

    • The Netherlands: 2 working days later
    • Luxembourg: 2 working days later
    • France : within 5 working days
    • Elsewhere: please contact Istrilene Cosmetics for further details

    * Delays due to events of force majeure excepted

    * Working day = Monday to Friday, excluding public holidays

  • How much do you charge for carriage within Belgium?

     

    Belgium:  EU 5.90

    Delivery within Belgium is FREE for orders of 80 euro and more.

  • How much do you charge for carriage outside of Belgium?

    • The Netherlands (excl. Islands): EU 5.90
    • Luxembourg: EU 5.90
    • France: EU 9.90
    • Elsewhere: please contact us for a quotation

    i0032 15 24 20 99

    or info@istrilene.be

  • What does the gift with each order entail?

    To thank you for ordering via our web shop we send you a small gift.

    It is a little surprise for you as a token of our appreciation.

  • Are my payments secure?

    • Are my payments secure?

    Entering your confidential payment details on the Istrilene Cosmetics website is utterly secure thanks to SSL encrypting (Secure Socket Layer). To process your online payments, Istrilene Cosmetics works with Ingenico Payment Services. As a leading global digital payment service provider, Ingenico Payment Services provides a seamless response to the complexity of payments, whatever the channel: online, mobile and point-of-sale. Offering innovative e-commerce, multi-channel, financial, and marketing solutions, it helps merchants to manage, collect and secure their payments, prevent fraud and increase their revenues through higher conversions. Ingenico Payment Services is part of the Ingenico Group, the global leader in seamless payment.

  • What if I need to exchange or return an order?

    As a customer or exclusive member you are entitled to revoke your order within 14 calendar days of the products having been delivered. The products purchased must be returned undamaged and in their original packaging, postage prepaid to the Istrilene Cosmetics return address listed hereafter. Make sure to also include your account number so that Istrilene Cosmetics can refund the purchase price. Only the actual amount paid will be refunded and this within 30 days of the products having been received at the return address.

    • Carriage to return the products shall be borne by the customer unless the products supplied did not match the description of the products as specified in the order (e.g. due to damage). Damaged products, together with a description of the damage, must be returned to the return address, standard postage prepaid, within 14 calendar days. Damaged products are refunded within 30 days of the products having been received at the return address.
    • Return address: Istrilene Cosmetics, industriepark 36a, B-2220 heist op den berg, Belgium
  • I have a complaint, whom should I contact?

    You can contact our Service Department:

    By telephone at 0032 15 15 24 20 99 (during office hours) or

    By e-mail at info@istrilene.be

  • Do you provide assistance when I want to place an order?

    If you cannot finalise your order or are unsure of something, kindly contact our Customer Service Department at 0032 15 24 20 99 (during office hours) or e-mail us at info@istrilene.be

  • How does your privacy policy work?

    For the full text of our privacy policy, please check out our

    General Terms of business

  • Can my details be removed?

    Istrilene Cosmetics can delete your details from its system at any moment in time.
    Simply put in a request to that effect via

    phone us at +32 15 24 20 99 (during office hours)

    or info@istrilene.be

IC Parties – IC Consultant – Exclusive Member

  • How can I organise an IC Party?

     

    • Organising an IC Party is easy!
    • The products are presented in a pleasant and relaxed atmosphere in your own home.
    • Time and time again, you will discover products that are of EXCELLENT quality.
    • What's more, you and your guests will be able to purchase your products at "the best prices", and avail of some special offers too!
    • All it takes to organise a successful IC Party is to invite a few friends, colleagues or family members!
    • Your IC Consultant will take care of the rest!
  • How can I find my local IC Consultant?

    No idea who your local IC Consultant is?

    Contact us at 00 32 15 24 20 99 (during office hours)

    Or e-mail us at info@istrilene.be

    We do not have an IC Consultant in every region yet.

    We will put you in touch with your local IC Consultant as soon as she is available.

  • How do I become an Exclusive Member?

    After an IC Party, you will receive an e-mail with a 'personal' and Exclusive Member's login.

    For a limited period of time after the party, you can use your Exclusive Member's login to order online to your heart's content.

    Each time you host a new IC Party, your personal login will be reactivated so that you can order more products from our web shop.

  • What do I do with my Exclusive Member’s login?

    Always use your Exclusive Member's login to log on to our website before visiting the web shop.

    This is the only way you get to enjoy the special offers we reserve for our exclusive members.

  • My Exclusive Member’s login doesn’t seem to work anymore?

     

    After every IC Party, your personal login is reactivated so that you can order from our web shop again.

  • Do you provide assistance if I want to place a backorder?

    Your personal IC Consultant is your link to Istrilene.

    If you are unsure of something or would like some extra information or advice about a product... you should contact your personal IC Consultant who will be happy to help you. You can either contact her by phone or by e-mail.

Becoming an IC Consultant

  • I would like to work as an IC Consultant. How do I make an appointment?

    Do you know an IC Consultant or do you have a personal IC Consultant?

    You can talk to her and ask her for a no-strings-attached appointment in the comfort of your own home

    Don't know any IC Consultant?

    Contact our Service Desk:

    By phone at 0032 15 24 20 99 (during office hours)

    Or by e-mail at info@istrilene.be

    We will arrange a no-strings-attached appointment in the comfort of your own home on your behalf.

Your personal IC-service

Bij u thuis, op IC-party en online Uw IC-adviseuse is uw connectie met IC-producten. Zij laat u producten uitproberen, geeft u tips en adviesen en volgt je persoonlijk op.