Common questions, clearly answered.

Start with Track My Order. If you’re still unsure, email support@bien-etre.ai with your order number and the email you used at checkout.

If your order hasn’t shipped yet, we can usually update it. Email us as soon as possible with your order number and the full new address.

If your order hasn’t shipped yet, we may be able to cancel it. Email support@bien-etre.ai with your order number straight away.

We often run free shipping on qualifying orders — check the announcement bar or your cart at checkout for current terms in your region.

See Delivery, Returns & Refunds for timelines, eligibility, and the full policy.

Email support@bien-etre.ai within 48 hours of delivery with your order number and a photo of the packaging and item(s).

Test kits are often excluded from standard returns once opened for hygiene and lab-processing reasons. Check Delivery, Returns & Refunds or email us with your order number if something went wrong.

Your kit includes step-by-step instructions, collection materials for your test type, and prepaid return packaging where applicable. Everything is designed for at-home use — no clinic visit.

Follow the instructions in your kit. Use the prepaid return packaging included with most tests and post your sample as soon as possible after collection.

Once your sample reaches the lab, it is processed and analysed in our accredited partner laboratories. We’ll email you when your secure digital report is ready.

Email support@bien-etre.ai with your order number and what happened. We’ll advise whether you need a replacement kit.

It measures NAD⁺ and NADH inside your cells — a more direct picture than blood-level estimates. Your kit includes everything for simple at-home collection with a quick finger-prick.

Most blood tests do not measure intracellular NAD⁺ and NADH. This test is designed to show what is happening inside your cells so you and your GP can decide what is right for you.

Typically within about 7 days after the lab receives your sample. You’ll receive an email when your plain-language digital report is ready.

Your NAD⁺ score and NADH context, age-relevant reference ranges, and personalised guidance to review with your healthcare provider — plus a PDF you can share with your GP.

Adults who want a cellular baseline before changing diet, habits, or supplementation — whether you feel run down, optimise for longevity, or already take NAD⁺ precursors.

See the NAD⁺ collection or the NAD⁺ Intracellular Test product page for full details.

You take a quick cheek swab at home to collect saliva. The kit includes instructions and prepaid packaging to send your sample to the lab. No needles.

Your Personalised Nutrition & Fitness Report covers vitamins and minerals, food tolerances, metabolism, inflammation, and sleep — with plain-English explanations and food-first ideas to discuss with your GP or nutritionist.

Not quite. A blood test shows levels on the day. This test looks at your genes — patterns that can affect how you process nutrients and respond to foods over time.

Yes — a short one about how you eat, train, and recover. It helps your report reflect real life, not just lab data.

Adults who want nutrition and fitness guidance that fits them — especially if you train regularly and are fed up with generic meal plans.

See the Fitness & Nutrition collection for the full pathway.

By email when your secure digital report is ready. You can view it online and download a PDF to share with your GP, nutritionist, or coach.

No. Bien-Etre tests and reports are for educational and wellness purposes only. Do not stop or change medication without speaking to your GP.

Yes — many customers retest after changing their protocol (for example every 8–12 weeks for NAD⁺ when adjusting supplementation).

We recommend starting with the relevant test so support aligns with your results. Supplements are educational wellness products; review them with your healthcare provider.

A supplement designed to complement NAD⁺ testing and optimisation plans. Discuss suitability with your GP before starting any new supplement.

Where Subscribe & Save is available, you’ll see it on the product page. You can manage subscriptions in your account.

We’re building Skin and Menopause pathways with the same science-led approach as NAD⁺ and Fitness & Nutrition. Join the waitlist on each collection page to hear first when they launch.

At-home testing and a personalised report linking hormones, metabolism, sleep, and recovery to choices you can review with your healthcare provider. It is not hormone replacement therapy (HRT).

Testing and reporting designed to connect your biology to skincare and wellness choices — beyond a generic online skin quiz.

Email support@bien-etre.ai or use our contact form. We aim to reply within 1–2 working days.

Not at the moment. Email is the fastest way to reach us.