Faq
DO YOU ALSO SHIP ABROAD?
Yes. We ship within mainland France as well as to Germany, Belgium, Luxembourg, Spain, Portugal and the Netherlands, always with PARCEL TRACKING.
HOW MUCH DOES DELIVERY COST?
Delivery is FREE to a pickup point from €35 of purchases in mainland France, and from €50 to Germany, Belgium, Luxembourg, Spain, Portugal and the Netherlands.
Below these amounts, the cost varies depending on the destination, the weight of the parcel and the delivery method chosen. The exact amount is shown before payment.
WHAT ARE THE PREPARATION AND SHIPPING TIMES?
Orders are shipped within 24 to 48 hours.
Delivery time within France: 48 to 72 hours.
Delivery time within Europe (outside France): 3 to 8 working days depending on the country and the delivery method chosen.
HOW CAN I CHECK THE STATUS OF MY ORDER?
Once an order is placed, it is sent as quickly as possible to one of our shipping centres, from which your item will be dispatched.
We will send you a confirmation email as soon as your parcel is shipped. You can then check the progress of the delivery on our website under the "Track my order" tab, using your tracking number.
HOW DO I PLACE AN ORDER?
Simply choose your items and click the "ADD TO CART" button, repeat for each item, then go to your cart and follow the steps to complete your order through to payment. We will prepare it and send you an order confirmation email.
WHICH PAYMENT METHODS DO YOU ACCEPT?
We accept the main payment cards (Visa, Mastercard, American Express, Discover, Diners Club, JCB), as well as Apple Pay, Google Pay, Shop Pay and PayPal. Cheques and bank transfers are not accepted.
IS PAYMENT SECURE?
Absolutely. Our shop is fully secured and we use SSL encryption to protect your personal and confidential data. We use Stripe's secure payment systems.
I STILL HAVE NOT RECEIVED MY ORDER, WHAT SHOULD I DO?
Have you received the shipping confirmation for your order? If your order was shipped more than 2 weeks ago, contact us with your order number — we will open an enquiry and get back to you within 48 hours.
I ORDERED SEVERAL ITEMS AND ONLY RECEIVED PART OF MY ORDER, IS THIS NORMAL?
Yes, this is perfectly normal. To keep your wait as short as possible, we ship all items separately as soon as they are ready. The rest of your order should arrive in the next few days.
I RECEIVED A DAMAGED/FAULTY ITEM, WHAT SHOULD I DO?
We are sorry — unfortunately this can happen. Please contact us explaining the problem and attaching a photo as proof, and we will do our utmost to find a solution.
I AM NOT SATISFIED WITH MY ORDER, CAN I BE REFUNDED?
Absolutely. You have 15 days from the date you receive your order to return any product that does not fully satisfy you. Only items in their original packaging can be refunded.
You must print the withdrawal form, send it to us by email and return your items to the address indicated (a return number will be provided before you send them back).
Returns are made exclusively by post to our address and return shipping costs remain at your expense. On receipt of the return, we will refund the initial order excluding shipping costs.
To find out more, please see the "Refund policy" page.
WHAT ARE THE CONDITIONS FOR THE «SATISFIED OR REFUNDED» GUARANTEE?
You must be within 15 days of the date you received your order to benefit from the "Satisfied or Refunded" guarantee, you must contact us before any return in order to follow the stated procedure, and the product must be returned to us in its original condition and packaging.
IN WHICH CASES CAN I NOT BE REFUNDED?
- If the product has been used and is therefore not resaleable as is.
- If the parcel did not reach its destination due to an error in the delivery address given when ordering.
- If the return process was not followed.
To find out more, please see the "Refund policy" page.