Frequently Asked Questions (FAQ)

orders

I did not receive an order confirmation email. Was my order validated?

Once the order is validated, an order confirmation email is sent.
If you have not received anything, we recommend that you check the spam folder of your email box.
Otherwise, it is possible that the email address contains a typo (example: "fe" instead of "fr", "gmal" instead of "gmail", etc.). Be sure to check the spelling of the email address when creating your customer account.

I cannot validate my order because an error message is displayed "Unfortunately, there is no carrier that can deliver to your address". What should I do?

We invite you to empty your browser cache and/or switch to private browsing.

I want to cancel my order, how do I do it?

The order can be cancelled at the customer's request via the contact form. In the event that the order is being prepared/shipped, the customer must refuse the package upon delivery. The order will be refunded within a maximum of 3 working weeks.

I made a mistake on a product in my order or I forgot to add a product, how do I make the change?

If the status of your order is still "payment accepted", you can contact customer service as soon as possible by email or telephone to cancel your order.

Delivery

How do I know where my package is?

Once the order is shipped, a parcel tracking link is sent by email. You will also receive an email from the carrier with your tracking number and the different stages of delivery.

My order tracking link is not working or is not showing any information. What should I do?

Sometimes the tracking number does not update. In this case, we recommend waiting a day or two for its status to be updated. After this time, we invite you to contact us so that we can give you more information about your package.

Do you ship internationally?

We do ship internationally. Please feel free to check our shipping page for delivery times and rates by country.

What are the delivery times for my package?

Once the order is validated, the preparation time is 24 hours. Orders placed before 6:00 a.m. are shipped the same day.*
We invite you to consult the delivery page to find out the delivery times according to the country.

My package is indicated as delivered but I have not received it.

If you have chosen delivery against signature : contact us so that we can make the claim and send you proof of signature indicating the person who received the package.
Tip : Check with your concierge or neighbors.
If you have chosen delivery without signature : unfortunately, no claim with the carrier is possible, the package being considered delivered. We invite you to contact us via the contact form so that we can find a solution.

returns

I want to return products, is this possible?

Returns are possible, only products in their packaging, unopened and unused can be returned within 10 working days following the delivery date. Return costs are the responsibility of the customer.
Once the package has been received and checked by our services, we will launch the refund procedure.

I did not collect my package from the collection point within the allotted time, so it was returned. What should I do?

In case of non-claim of parcel, we proceed to the refund of the order. The shipping costs will be deducted from the refund of the order.

Problem with my order

I received my package damaged, what should I do?

It is possible that during the delivery of your package an incident may occur and that one (or more) products in your order may be damaged. If signs of deterioration are visible on the shipping carton, you must refuse the package upon delivery due to "damaged package". A claim with the carrier will then be possible.
Otherwise, please send us a photo of the package and the damaged product via the contact form. Once this information has been verified, we will resend or refund the product as soon as possible.

A product from my order is missing from the package.

Please send us a photo of the package (dimensions) and the delivery note present in the package via the contact form. Once this information has been verified, we will resend or refund the missing product as soon as possible.

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