I’m missing an item from my order
We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately. If your order has been sent in different parcels then each delivery note will tell you the items you can expect to find inside. Please check the delivery notes from each part of your order to make sure you’re not missing anything. If an item is missing, please contact our team with the order number and the missing item’s name and number.
I have an incorrect item in my order
We want to sort out any issues with incorrect items straight away. Please contact our team with your order number and the incorrect item’s name and product number. We’ll get back to you as soon as we can and send you a replacement item.
I have received a faulty item in my order?
We want to sort out any issues with faulty items straightaway. As soon as you discover a fault, please contact our Customer Care team with the order number, the faulty item’s name and number, a description of the fault. We’ll get back to you as soon as we can and send you a replacement item depending on the availability of the products. Otherwise, you will get a full refund.
Can I amend or cancel my order after I’ve placed it?
We are unfortunately not able to cancel or modify an order after it has been placed (changing the size or color, removing an item, changing the delivery address or the payment method). Nonetheless, you have a legal right of withdrawal of 14 days after receiving the parcel. You just need to send us an email at email@example.com and warn us that you want to cancel your order, then, send us back your parcel that should be intact, and don’t forget to fill your returns note and put it in your package.
How can I pay for my order?
We offer several payment methods: Paypal and our banking partner platform SystemPay developed by Banque Populaire. We take fraud very seriously and all payment cardholders are subject to validation and prior authorization via 3D Secure banking platform.
When will my account be charged for my order?
If your payment is authorized, you will receive an email confirming that the order has been validated. The amount due is debited immediately after the order validation. If your card is not authorized, it will not be charged and we will email you to inform you of the reason for refusal.
What should I do if my order hasn’t been delivered yet?
f your order does not arrive at the expected delivery date, we are here to help you. Before you contact us, here are the checks you can do by yourself:
• Check whether the package was sent with a service offering tracking service. If this is the case, you can visit the site of the carrier concerned, and enter your tracking number to update your order status.
• Log into your account to verify that the address you provided for the delivery is correct and that your contact information is up to date.
• Check if you have received a calling from one of our carriers. Your package can be found in your local post office or in a repository where you can retrieve it. If it is still at the carrier’s site, you may have the option to arrange a new delivery directly with him.
• Check with your neighbors to make sure they have not retrieved the package in your absence. If you have not found your package after making all these checks, please contact us by email at firstname.lastname@example.org.
What shipping methods do you offer?
We offer three methods for delivery in France, Europe and worldwide:
• Standard shipping: your order is delivered within 2 to 3 business days (excluding weekends and holidays) in France and 3-7 days in Europe and 4-10 days internationally. Depending on the weight and value, some orders can be sent without a tracking service. Standard deliveries are shipped Monday to Friday from 8am to 7pm. If your order has a tracking service, you will receive by email a shipping confirmation with a link to track your package.
Delivery point / Pick-up and Go: Your order will be sent within 3 to 6 working days (excluding weekends and holidays). You will receive an email that will warn you about the availability of the package in your local delivery point, so you can pick it. To collect your parcel, you need to bring with you an ID, such as passport, identity card or driving license. You have 10 days to pick up the parcel in your delivery point and beyond this deadline, it will be returned to us.
Express Delivery: Your order will be delivered in 1-2 business days for France, 2-3 days for Europe and 3-5 days for international orders, after validation (excluding weekends and holidays).
How do I return my order?
You can return any item for a refund within 14 days of receiving your original order. Warning, sale items cannot be returned, exchanged or reimbursed.
Returns are your responsibility. Make sure we receive your parcel in good condition, and keep your proof of return which will include a tracking number that will track your package. If you have lost the return form included in your order, you can get another one by writing to email@example.com.
Be sure to note the number of your order and your contact information. Once the form is completed, place it in the package before returning it. This information is required to make the refund. If you want to get the same item in a different size/color, or you want a different item, you need to place a new order.
Depending on the return method you’ve chosen, it will take 14 business days (excluding weekends and holidays) for your package to arrive at our warehouse.
Once received, your return will be processed as soon as possible and an email will be sent for confirmation. Reimbursement will be made automatically within 5 to 10 days to the account you used to place your order initially.
We try to accept all returns as far as the articles are well protected and returned in their original packaging. In case the returned items are in bad conditions, we will be obliged to return them to you.
I am an international customer, how do I return my order?
We want to give you a hassle-free way to return anything, so you can return any item to us within 28 days of receiving your original order.
As an International customer, you can return your parcel using any postal service.
The parcel remains your responsibility until it arrives with us – remember to ask for proof of postage, so if your parcel goes missing in the mail, you’ll have proof you’ve sent it.
If you need a different size/color or another item, you have to place a new order.
If you lost your returns note, you can still download one at the bottom of the category “Returns” or just send us an email at firstname.lastname@example.org. You may need to wait 21 working days (excluding weekends and public holidays) before your parcel arrives at our warehouse. Once received, your return will be processed as soon as possible and an email will be sent for confirmation. The refund will be done automatically within 5 to 10 days to the account you used to place your order. We try hard to accept all returns and they don’t need to be in the original box or bag, as long as they’re securely packed. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you.
Have you received the items I returned?
Depending on your return method, you need to wait 14 working days (excluding weekends and public holidays) before your parcel arrives at our warehouse. Once received, your return will be processed as soon as possible and an email will be sent for confirmation. The refund will be done automatically within 5 to 10 days to the account you used to place your order. If you have not received an email within 14 business days following the return of your order (excluding weekends and holidays) please contact our Customer Service. We will contact you asap. Make sure you send us the original order number, the items you returned, the date you have returned them and the return reference number if available.
How can I get a new returns note?
You cannot find your returns note? Don’t worry, you can download it under the category “Returns” or you can send us an email at email@example.com.
Follow the instructions on the form, and make sure to specify your order number and the details of each item you want to return. We need this information to take care of your return. Once you filled the note, please put it in your package with the items you want to return.
Do you refund the shipping fees?
We will refund the price of the returned items but not the initial postage, except in the case where the entire order is faulty.
What should I do if my refund is incorrect?
We’re really sorry if we’ve made a mistake with your refund! If this is the case, please send us a message and we’ll try and sort it out for you as soon as possible.