Answers to the most frequently asked questions about purchasing
Orders and shipments
Delivery times may vary depending on the product ordered and the stock held by our supplier. However, we make every effort to keep delivery times as short as possible.
Your order will be dispatched within 72 hours, depending on availability, after being processed within 24 working hours. Our packages generally arrive within 8 working days, but the maximum delivery time is 15 working days.
For orders requiring special processing or for products currently out of stock with our supplier, it may take longer. We will keep you informed of any delays should this be the case.
Once you have placed your order on our website, you will receive a confirmation email with your tracking number.
You can then track the progress of your parcel using this unique number by visiting our carrier’s website (insert link).
Enter your tracking number and access all the information about your parcel:
Date your parcel was picked up by the carrier
Current location of your parcel
Estimated delivery date
You can also track the progress of your order from your customer account on our site. Go to the “My orders” section and click on the tracking number to access the delivery details.
If you notice a delay in delivery or if no update appears for several days, do not hesitate to contact us. We will contact our carrier to locate your parcel.
It’s easy to make a purchase from our online shop:
Add the product(s) you want to your basket by clicking on the “Add to basket” button.
Once you’ve made your selection, click on the basket in the top right-hand corner to access your shopping cart.
Check that the products in your basket are correct and click on “Checkout”.
You then have the choice of creating an account or ordering without an account and proceeding to checkout
Enter your delivery and billing details, then choose your payment method from the options available (credit card, Paypal, etc.)
Click on “Pay” to confirm your order
You will receive an order confirmation email with all the details. Your parcel will be dispatched within 24 to 48 hours.
That’s all there is to it! Payment is 100% secure. Your order will be delivered to the address indicated.
We offer delivery to most European countries via our network of partner carriers.
For destinations outside the European Union, customs charges may apply. We invite you to check with the local authorities in your country for any taxes that may apply to the products you order.
No, we do not record any of our customers’ banking information on our site.
When you pay by credit card, your payment details are collected securely by our online payment service provider. However, we do not have access to this data.
It is only processed for the duration of the transaction, via an SSL data encryption protocol, and then deleted immediately thereafter. No banking information is therefore stored on our servers.
You can make your payments in complete security on our e-commerce site. The confidentiality of your bank details is guaranteed.
We are committed to complying with PCI-DSS security standards to ensure maximum protection of your personal and financial information.
Delivery of items ordered from our shop will depend on the stock available from our supplier at the time of ordering.
If all your items are in stock and available from our supplier, they will be grouped together and sent in the same parcel. You will therefore only pay postage costs for a single shipment.
However, some products may have to be delivered separately if our supplier is temporarily out of stock. In this case, you will receive several parcels for the same order.
We always try to group all available items together to reduce delivery costs and speed up shipping. If delivery in several parcels cannot be avoided, the total shipping costs will be optimised.
Before confirming your order, we will inform you if certain products are likely to require separate deliveries. Please do not hesitate to contact us if you have any questions.
If your parcel tracker indicates “no information available”, this generally means that the order has not yet been picked up by our carrier.
There are several reasons for this:
The order was placed very recently and has not yet been prepared by our supplier
The carrier has not yet scanned the parcel to initiate tracking
There is a technical delay between preparation and the first scan of the parcel.
This message is completely normal during the first 24 to 48 hours after an order. The tracking will be updated as soon as the carrier has taken charge of the shipment and picked up the parcel.
However, if this message persists after 48 hours without any change, please do not hesitate to contact us. We will do everything we can to investigate and make sure that your parcel is on its way.
We understand your impatience to receive your order. Our usual delivery times are 8 to 15 working days, depending on the destination.
However, delays may occur for various reasons:
Temporary stock shortage at our supplier
Delay in order preparation by the supplier
Transport problems: strikes, bad weather, busy periods, etc.
As soon as we notice an unusual delay in delivery, we contact our supplier and our carrier to identify the cause and find a solution.
Do not hesitate to contact us if your order has still not arrived after x number of working days. We will do everything we can to find out where the problem lies and to speed up delivery where possible.
Please accept our apologies for any inconvenience caused. We will do our utmost to deliver your order as quickly as possible.