Customer Service

FREQUENTLY ASKED QUESTIONS: AUTO-REPLENISHMENT PROGRAM

1What is the Auto Replenishment Program?

The Auto Replenishment Program is an exclusive online program that conveniently replenishes your favorite skincare cleansers, serums and masks exactly when you run out of them. It does so by automatically delivering your selected products at your chosen frequency. It's an easy, convenient way to shop and save simultaneously - clear skin made simple! 

Getting started is easy- as a subscriber, specify which products you'd like and how often you wish to receive them. We handle the rest. To experience optimal results, our team recommends a three month frequency subscription for our products. This ensures that you will obtain the beautiful, flawless skin you want and expect. 

Your first order is shipped immediately after subscribing. You will receive a FREE 3 in 1 Cleanser (100ml format) on every order! 

You always have complete control over your deliveries and will receive pre-shipment emails before we place subscription orders. You can change your product quantity in the 'My Account' section of Vichy.ca. Changes to orders can be made anytime within 24 hours of the next scheduled shipment date. You can also cancel at any time by visiting the 'My Account' section.

2How do I join the Auto Replenishment Program?

Joining the program is easy; it can be done while browsing on the product page or while reviewing items in the shopping cart. To join, simply select the products you want delivered to you and check out as normal. Now you're on your way to softer, smoother skin.

3What will happen after I join the Auto Replenishment Program?

After you join, you will receive an email confirming your subscription. This email will include a link to access 'Auto Replenishment' where you can manage your future orders, subscription items, and other account information. Every subscriber will automatically receive a FREE 3-1 Cleanser (100ml Format) in addition to free shipping on both initial and future orders. 

We will place your subscription orders automatically, and you will only be billed on the day the order is shipped. As stated earlier, we recommend setting your frequency to three months for optimal results. Prior to each order, we will send you an email reminder. You will also receive email notifications regarding other important information related to your replenishment order, such as: if your product is discontinued, if you cancel your subscription or confirmation when an order places successfully.

4How do I make changes to Auto Replenishment shipments?

Once you've joined, the program is easy to manage. You can change your default credit card, billing and shipping address, modify or cancel a subscription by visiting 'Auto Replenishment' located in Vichy's 'My Account' section. Please allow up to 24 hours for modifications or cancellations to be processed.

To change your next order date, please visit the 'My Next Order' tab under 'Auto Replenishment' and click the "Change" link near the next order date and select the new date for your order. This will change the order date for the entire order.  If an order contains multiple items but you would only like to change the order date of a single item, please visit the 'My Subscriptions' tab and identify the individual item you would like to modify. Please click the next order date for the individual item and select your desired next order date from the pop-up calendar.

To skip an order, please visit the 'My Next Order' tab under 'Auto Replenishment' and click the "Skip" link near the next order date to skip the entire order.


    To modify the delivery frequency for an auto delivery subscription item, please visit the 'My Subscriptions' tab. On this tab, the current delivery frequency is displayed next to each auto replenishment item in a drop down menu. To change the delivery frequency for an individual subscription item, simply click the arrow of the frequency drop down next to the auto delivery item you would like to modify, and select your next desired frequency from the pull down menu.


    To cancel a subscription item, simply visit the 'My Account' section on Vichy.ca. You'll be prompted to confirm this action and indicate your reason for cancelling. You will also receive an email notification confirming your cancellation.


Please allow up to 24 hours for any modifications or cancellations to be processed.

5How do I make changes to my account information?

To review or modify your Auto Replenishment account information, visit the 'My Account' section on our site. You can change your shipping address, billing address, or payment information for an individual order or at the subscription item level, which is the default and will affect all future orders. You can also change the email reminder timing or the delivery frequency.


To make updates to account information please select either the 'My Next Order' tab or the ‘My Subscriptions’ tab. Respective account information is included under the 'Account Information for this Order' section on the ‘My Next Order’ tab and under the ‘More Changes’ link on the ‘My Subscriptions’ tab. 


To change your shipping address, please click the ‘Change’ link in the Shipping Address column. Select a previous shipping address from the dropdown menu or create a new one to add to your account. This address will apply to all subscriptions and future orders unless otherwise noted.


To change your payment or billing information, please visit the ‘Payment Settings’ section under ‘My Account’ on the Vichy website.

Please allow up to 24 hours for modifications or cancellations to be processed.