FAQ

Gemmotherapy consists of using the properties of growing plant embryonic tissues: buds and young shoots of trees and shrubs. Gemmotherapy can be defined as a real way to transmit to us all the global cellular energy and vital substances to preserve our organisms and keep us healthy in a natural way.

The use of gemmotherapy for children can be considered for certain buds. Discover in our dedicated article the different rules to follow.

We have developed suitable products such as Calmigem Spray to help reduce stress and anxiety and Noctigem to promote good sleep. Fig macerate in treatment also has very interesting effects to calm both the nervous and digestive systems.

As a general rule, gemmotherapy is recommended for use in 3-week courses. For longer-term or chronic treatments, therapeutic breaks of one week per month are recommended. You therefore take your course for 3 weeks, then stop for a week before starting again for 3 more weeks.

You can create your account by clicking on the "character" icon located at the top right of the site, or when placing an order.

In your customer area, go to the "addresses" section, enter the desired changes, then click on "save".

Yes. For tracking, security reasons, and to provide you with a better experience within our site, creating an account is mandatory to place an order.

Your username is your email address.

If you forget your password, go to the site's login page and click on "Forgotten password". You will then receive a link in your email to reset your password.

Check your spam folder: Sometimes emails may be automatically filtered by your email provider. If you find one of our emails in your spam folder, please mark it as "not spam" so that future communications are delivered to you correctly.

Whether you are a customer or not, an unsubscribe link can be found at the bottom of every email we send you. By clicking on the unsubscribe link, you will be redirected to a page confirming that your request has been taken into account.

If you are a customer, you also have the option to unsubscribe from your personal space, in the "my preferences" section.

Orders are shipped within 24 to 48 hours*.

Once your order is prepared and shipped, you will receive an email informing you. You will also find a tracking link that will allow you to follow the progress of your package until its delivery.

*Excluding weekends and public holidays. In exceptional circumstances, preparation times may be extended.

Once the order is validated, you no longer have the possibility to modify or cancel it.

When placing your order, you will have the option to enter your promo code during the payment step.
A “promo code” field is available there.

It is not possible to apply a promo code once the order has been placed. However, if the promo code is still valid and has not expired, you will be able to use it on a future order.

HerbalGem offers the following payment methods:

• Bank card (Visa, MasterCard);
• Paypal

Other means of payment (checks, cash, transfers) are not accepted.

Two scenarios are possible:

1. Your order has been updated before it is shipped because one of the products you have chosen is a victim of its success. In this case, you will only be charged for the amount of the products contained in your package . An order update email will be sent to you to notify you before the order is shipped.
2. You have been billed for all products but your order is incomplete. In this case, you will need to contact our customer service via our contact form .

We offer delivery via Chronopost in France:

• At a relay point: from €4, free from €30 of purchases;
• At home: from €7, free from €50 of purchases.

On the Pranarom.fr website, we deliver to all addresses in France, with the exception of the French overseas departments and territories.

Once your order is shipped, you will receive an email with a tracking number. Our carrier Chronopost will also send you an email with a tracking link.

If you do not have any tracking information after 30 days or if you have any problems with the delivery, we invite you to contact our customer service via our contact form. We will open an investigation with the carrier concerned in order to resolve the problem.

Please note that we cannot make any order returns or refunds until the investigation is complete.

Your package is kept at the relay point for a maximum period of 15 days*.

*This time may vary depending on the post offices and relay points.

If you encounter a delivery problem or the package is indicated as delivered but you have not received it, please contact our customer service within 24 hours.

For damaged packages or damaged and broken products, it will be necessary to provide us with photos as proof of the condition of the damaged package or products.

If the retention period at the relay point is exceeded and the package is returned to us, you will be reimbursed for the amount of your order, less the return costs.

Once we have received the returned package, we will proceed with the refund as soon as possible, according to the payment method used when ordering.

1. Contact our customer service to inform us of your wish to return the product. You will receive the detailed steps to follow, as well as a return label if applicable.
2. Please make sure to return all products in their original packaging and in perfect condition.
3. Include the withdrawal form provided by our customer service in the return package.

Please note that return costs are the buyer's responsibility.

Once we have received the returned products and checked their condition, our customer service will proceed with the refund, deducting the transport costs of €4.

The 14-day withdrawal period applies if the package and products are not damaged, in accordance with our general conditions of sale.

In accordance with our General Conditions of Sale, the withdrawal period is 14 days from the date of receipt of the package.

The refund period is 14 working days from receipt of the returned package.

The refund will be made to the payment method used during the purchase.

To become a distributor of HerbalGem products, go to our Inula Groupe website and fill out the dedicated form.

HerbalGem offers gemmotherapy training, mainly to its professional resellers. However, we make all our specific advice and guides available to individuals in our " Expert Advice " section, online on site.

If you have any specific questions or training requests, you can contact our training department by email at formations@pranarom.com .

The Privileges Club allows you to earn points through your purchases and interactions with our brands, which you can then redeem for exclusive rewards.

The points collected can then be exchanged for benefits such as free products, discount vouchers, or donations to partner charities.

Yes.

Pranarōm, HerbalGem and Biofloral share a common loyalty program with a single points pool.

In concrete terms, points earned on one of the brands can be used on the other two.

For example, points obtained during a purchase from Pranarom can be used to get a reward from Biofloral or HerbalGem.

No.

Each brand has its own status program with 4 levels, allowing you to unlock exclusive benefits specific to its universe.

Thus, you can be at an advanced level with Pranarōm while being at a different level with HerbalGem or Biofloral.

However, your point balance is common to all three brands.

Program registration is free and can be done directly from the loyalty area available on each of our websites.

Once your registration is confirmed, you can start earning points and access all the program's benefits.

No.

Creating a customer account and enrolling in the loyalty program are two distinct steps.

To start earning points, you must voluntarily enroll in the program from your loyalty area.

Yes.

If you already have a customer account on one of our stores, simply activate your participation in the program from the loyalty area. You will then keep the same customer account.

Registration is completely free.

No minimum purchase or subscription is required to join the program and start earning points.

You can earn points in different ways:

• by making purchases on our online stores;
• by making purchases in pharmacies;
• by referring your friends and family;
• by leaving a review on a purchased product;
• by completing your loyalty profile;
• by providing certain personal information to better personalize your experience;
• by participating in one-off operations or events offered by our brands.

The complete list of available actions can be accessed from your loyalty area.

Yes.

Purchases made at a pharmacy can also allow you to earn points according to the terms of the program.

To do this, you will need to scan your receipt, dated within the last 6 months, and send it to us so that our team can process your request.

You earn points on eligible purchases made after enrolling in the loyalty program.

Purchases made before you joined do not automatically qualify for points.

The number of points awarded for each purchase or action is indicated directly in your loyalty area or at the time of the relevant action.
1€ spent = 10 points.

Certain special operations may also allow you to earn bonus points.

No.

There is no limit to the number of points you can earn. The more you interact with our brands, the more points and benefits you accumulate.

You can check your points balance at any time directly from your loyalty account.

You will also find:

• your points history;
• the actions that generated points;
• rewards already used;
• available rewards;
• your progress through the different statuses.

The loyalty account is your personal dashboard for tracking all your benefits.

Some actions may require a processing time before points appear in your account.

If your points do not appear immediately:

• ensure you were logged into your account when making your purchase or performing your action;
• refresh your page;
• check your points history in your loyalty area.

If the problem persists, our customer service will be able to assist you.

You can redeem your points directly from your loyalty account.

Once the reward is selected, it will be automatically added to your account or a promotional code will be generated depending on the type of reward chosen.

Depending on your available points, you can choose from:

• free products;
• discount vouchers;
• exclusive benefits;
• donations to partner charities selected by our brands.

The available rewards may change throughout the year.

Yes.

Since your points are shared, you can use them freely on Pranarom, HerbalGem, or Biofloral, regardless of the brand on which they were earned.

Your points are valid for 1 year. They will expire after this period if no action is taken on your part.

You can check the validity date of your points at any time from your loyalty area.

In the event of a return or cancellation of an order, points earned from that purchase will be automatically deducted from your point balance.

If you used points to receive a discount or reward on this order, they may be re-credited according to the terms applicable to the return in question.

Each program member has a personal referral link that they can share with their loved ones.

When your referral places their first eligible order, you receive 300 points and your referral receives a €5 discount on their first purchase of €20 or more.

Referral points are awarded once the referred friend has placed their first eligible order in accordance with the program's terms and conditions.

You can track the awarding of your points directly from your loyalty history.

No.

Points are personal and cannot be transferred, sold, or exchanged between different customer accounts.

When you reach a new level on one of the brands, you are automatically notified and your new benefits become immediately available.

To continue providing you with the best possible experience, we may need to evolve the program, its rewards, or its operating procedures.

In the event of significant changes, you will be informed in advance through our various communication channels.

Our customer service team is available to answer any questions you may have regarding your points, rewards, status, or how the loyalty program works.