FAQ
We're always here to help you.
Answers to the most frequently asked questions about purchasing
Orders and shipping
Order delivery times may vary depending on the item ordered and the stock held by our supplier. However, we make every effort to ensure that your wait is as short as possible.
Your order will be dispatched within 72 hours, after being processed within 24 working hours. Our packages usually arrive within 8 working days, but the maximum delivery time is 16 working days.
For orders requiring special preparation, or for products out of stock with our supplier, it may take longer. We will keep you informed of additional delays should this be the case.
Once you have placed your order on our site, a confirmation e-mail containing a tracking number will be sent to you.
You can then track your order using this unique number, by visiting our carrier’s website.
Simply enter the tracking number to access all the information concerning your parcel, such as :
The date your package was picked up by the carrier.
The current location of your parcel.
Estimated delivery date.
You can also track the progress of your order directly from your customer account on our website. Go to the “My orders” section and click on the tracking number to access the delivery details.
If no update appears for several days and you notice a delay, please do not hesitate to contact us. We will take the necessary steps with our carrier to locate your package.
Purchasing from our online store is simple and takes just a few steps:
- Start by selecting the products you want by clicking on the “Add to cart” button.
- Once you’ve made your selection, access your shopping cart by clicking on the shopping cart icon in the top right-hand corner.
- Make sure the products in your basket and the quantities are correct, then click on the “Checkout” button.
- At this point, you have the choice of creating an account or proceeding to checkout without an account by making payment.
- Enter your shipping and billing information, then choose your payment method from the available options, such as credit card, Paypal, etc.
- To finalize your order, press the “Pay” button.
A detailed order confirmation will be sent to you by e-mail. Your package will be dispatched within 24 to 48 hours.
It’s that simple! Rest assured that payment is totally secure, and your order will be delivered to the address you have provided.
We ship orders to the US, the UK, Canada, Australia and internationally.
Please note that for deliveries outside the European Union, customs fees may apply depending on the country of delivery. These charges are payable by the customer.
No, our site does not record any banking information.
When you pay by credit card, your payment information is collected securely by our online payment service provider. We have no access to this data.
Your data is used only for the duration of the transaction, via the SSL data encryption protocol, and is deleted immediately at the end of the exchange. No banking information is stored on our servers.
You can make your payments in complete security on our site. The confidentiality of your bank details is guaranteed by the banks.
We are committed to following PCI-DSS security standards to guarantee total protection of your personal and financial data.
Delivery of the items in your order will depend on their availability in stock with our supplier.
If all the items you have chosen are available from our supplier, they will be combined and shipped together in a single package.
However, it is possible that some products may require separate delivery in the event of a temporary stock shortage. In this case, you will receive several packages for the same order.
When finalizing your order, we will inform you if certain products may require separate deliveries. Please do not hesitate to contact us if you have any further questions.
If delivery tracking indicates “no information available”, this generally means that your order has not yet been shipped by our carrier.
There are several reasons for this:
- The order was placed recently and has not yet been processed by our supplier.
- The carrier has not yet scanned your package to start tracking
- There is a technical delay between the processing of your order and the display of the first tracking information.
This message usually appears during the first 24 to 48 hours following your order. Tracking will be updated shortly after the carrier has dispatched your order.
However, if this message persists beyond 48 hours, please do not hesitate to contact us. We’ll do everything we can to make sure your package is on its way.
We understand that you are anxious to receive your order. Our standard delivery times vary from 8 to 16 working days, depending on the destination.
However, there are a number of reasons why delivery may be delayed:
- Our supplier is temporarily out of stock
- Delays in order preparation by the supplier
- Transport problems: strikes, bad weather or a period of intense activity.
When we observe an unusual delay in delivery, we contact our supplier and carrier to identify the reason and find a solution.
Please do not hesitate to contact us if your order has still not been delivered after 24 working days. We will take the necessary steps to find the cause of the problem and speed up delivery.
Please accept our apologies for any inconvenience caused by delays. We will do our best to deliver as quickly as possible.
If you need to return an item
Returns and exchanges
After receiving your order, you have 14 days to notify us of your wish to return or exchange an item. After this period, we will not be able to accept the return.
The product must be returned in its original packaging, in perfect condition and with all accessories. It must be undamaged and unused.
If you wish to make an exchange, please contact us by e-mail or using the contact form.
For a refund, we will reimburse you for the amount of the returned item via the original method of payment, within no more than 14 days of receipt of your return.
You are responsible for return shipping costs. The refund will be for the original price of the item.
We will provide you by e-mail with the postal address to which you can return your order.
We reserve the right to refuse the return or exchange of any item that has not been returned to us in its original packaging, or that has been damaged in any way.
Please do not hesitate to contact our customer service department if you have any questions or would like to make a return. We look forward to hearing from you!
You have just received your order, and the item you received is not what you ordered? Please contact us as soon as possible to provide us with your order number and a brief description of the item received. We’ll make sure you receive the correct item immediately.
If you have received a damaged order, please contact us as soon as possible by e-mail via our contact form.
Include photos of the damaged items with your email.
We will launch an investigation with our carrier to resolve the problem, either through a replacement or a refund of your order.
It is important to report any problems as soon as you receive your parcel so that we can deal with your request quickly.
You can cancel an order on our store until it has been processed by our supplier. You have 2 hours from order validation to request cancellation. After this time, preparation of the order may have already begun, and cancellation is not guaranteed.
To cancel, please use the contact form on our website, specifying your order number and the reason for cancellation. We will inform you by e-mail whether or not the cancellation has been accepted. If accepted, you will be refunded within a maximum of 14 days.
Please note that custom orders cannot be cancelled once validated. Please check the details carefully before confirming.
If you have made a mistake in the delivery address of your order, please contact us as soon as possible before the parcel is dispatched. You can inform us using the contact form on our website, indicating your order number and the address correction.
We will take the necessary steps with our supplier to rectify the address before your order is dispatched. However, if the parcel has already been processed and handed over to the carrier, it may no longer be possible to change the address. In this case, we will advise you of other options, such as reshipment at your expense.
Please do not hesitate to contact us, we will do our best to find a solution to ensure that you receive your order.
Unfortunately, it is not possible to pre-order an out-of-stock item. Our site displays in real time the items available from our supplier, ready for shipment. We cannot take orders for products that are out of stock, even for future delivery.
However, you can sign up for replenishment alerts on our site. You will receive an e-mail as soon as the item is back in stock.
If you have any questions about the restocking of an out-of-stock product, please do not hesitate to contact our customer service department. We will do our best to obtain information on our supplier’s expected delivery times.
We appreciate your understanding and are working to restock our catalog as quickly as possible.