SUPPORT
MY COMMAND
I want to cancel/modify my order
Once your order has been validated, it is very quickly sent to our logistics teams to be prepared and shipped as quickly as possible. When your order is "in preparation", it is unfortunately impossible to modify it.
What if I have a problem with my order?
If your order has arrived damaged or incomplete, do not hesitate to contact our customer service. within 14 days of receipt, by sending a photo of the product(s) concerned: we will find a solution together as soon as possible!
What are the means of payment?
We only accept payment by credit card (Visa, Mastercard) and PayPal payments.
Is your site secure?
Payment is completely secure via Stripe Technology
I can't finalize my order, my payment has been refused
We invite you to contact our customer service by email. We will examine the reason for this refusal and find a solution as soon as possible.
THE DELIVERY
What are the delivery methods and delivery times?
When the mention "shipped" appears, your order is on its way to your mailbox, it takes an average delivery time of 4 to 9 days. A shipping confirmation email will also be sent to you.
Will my package be dropped off in the mailbox?
Yes, if the dimensions allow it, the package can be left in your mailbox. If the package is too large, you will receive a delivery notice and the package will then be pending at your usual post office.
Do not hesitate to ask your post office with an identity document.
What are the shipping costs ?
Shipping costs are free worldwide.
How do I track my package?
At the time of shipment, an email will be sent to you to indicate the departure of your package. It then takes 4 to 9 days to receive your order.
I haven't received my package, what should I do?
If you still have not received your order more than 10 days after the shipping date, you must contact our customer service.
My package has been returned to sender for an address or routing problem?
When the package has returned to our logistics platform, an email will be sent to inform you. All you have to do is contact us by email to discuss the different solutions with you.
Other
You did not find the answer you were looking for, contact our customer service by email.
RETURN SERVICE
Can I return a product?
Yes, within 14 days of receiving your order, you can ask our customer service to return the product(s).
In the case of a lot, only the return of the entire lot can be made. A partial return cannot be accepted.
What are the return terms?
All you have to do is connect to your customer area, in "Return of the order", to make your return request. This return request is subject to validation by our customer service within 14 days of receipt of your order. Your return form will then be available from your customer area. You can then print it and include it in your return package. The return address will be indicated on your return slip. Your return must be made no later than 7 days after the agreement issued by customer service.
Remember to keep your proof of deposit.
Item(s) must be returned in an undamaged, unopened, unused condition.
Are the return costs the responsibility of the customer?
Yes, return costs are the responsibility of the customer.
What is the processing time for a return?
1) In the case of a parcel return by the postal services:
an email will be sent to you upon receipt of the package by our logistics platform. All you have to do is tell us your choice: reshipment / or refund.
2) In the case of a return within the withdrawal period:
The package will be checked by our return service. If the return conditions have been respected; the refund will be validated within 30 days at the latest.
When will I be reimbursed?
You will be refunded within 30 days at the latest from receipt of the return of the order on our logistics platform. A notification will then be sent to you to inform you of the receipt of the package.
How will I be reimbursed?
The refund will be made in the same way as the payment made for the order, that is to say via the transaction by credit card.
Other
You did not find the answer you were looking for, contact our customer service.
MY CUSTOMER ACCOUNT
How can I modify my personal information (email address, Last name, First name)?
To modify your personal data, go to Your Account / My information. Don't forget to save your changes!
What is my customer account for?
Your customer account is the link between you and us. The information in your customer account is preciously secure and only you can modify it.
All our exchanges and contact will be done by email.
It also allows you to view all of your orders, track your order, manage your personal information and your subscription.
Can I change my delivery address?
Once your order has been validated, it is very quickly sent to our logistics teams to be prepared and sent as quickly as possible. When your order is "in preparation", it is unfortunately impossible to modify it.
However, you can change your delivery address for your next order or if your order is not yet "in preparation", in "Addresses", then "Update" and remember to save.
Can I change my billing address?
The billing address cannot be changed. Don't worry, it is indicated for information only and no document will be sent there.
If you wish to obtain the invoice for your order, go to Your account / Order history / Invoice. Click PDF.
I do not receive your emails (order confirmation, shipping confirmation, etc.)
Are you sure our emails are not going to your spam or junk box? Remember to check there and save our address so they don't get there automatically.
It is also possible that the e-mail address you entered contains an error. To check this, go to Your Account / my information and check your data.
Other
You did not find the answer you were looking for, contact our customer service.
