FAQ
We are always available to help you.
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.
If you need to exchange an item
Returns and exchanges
You have 14 days from receipt of your order to inform us that you wish to return or exchange an item. After this period, we will unfortunately be unable to accept the return.
The product must be returned in its original packaging, undamaged and with all its accessories. It must not have been damaged or used.
For an exchange: Please contact us by e-mail or using the contact form on the website to arrange an exchange.
For a refund: we will refund the amount of the returned item according to the original method of payment, within a maximum of 14 days of receipt of the return.
You are responsible for the return postage costs. The refund will be for the full price of the item.
Returns must be made to this address: (address to be completed)
We reserve the right to refuse a return/exchange for an item not returned in the required condition.
Please do not hesitate to contact our customer service department if you have any questions or would like to make a return before sending your parcel. We’re here to help!
We apologise for any inconvenience caused if you have received a different item to the one you ordered.
Please contact our customer service team as soon as possible, stating your order number and the error that has occurred. We will do our utmost to correct the error as quickly as possible and apologise for any inconvenience caused.
We are sorry that you have received your order in a damaged condition.
In this case, please contact our customer service department as soon as possible by email using our contact form.
Please attach photos showing the damage to the item(s) concerned.
We will then open an investigation with our carrier to determine the origin of the damage and find a suitable solution such as a replacement or refund.
It is important to report any problems to us as soon as possible after receiving your parcel. This will enable us to investigate your complaint and defend your interests with our logistics provider.
We apologise for the faulty delivery and will do our utmost to resolve the problem quickly.
It is possible to cancel an order placed in our shop, provided that you inform us promptly and that the order has not yet been processed and dispatched by our supplier.
You have 2 hours after validation of your order to request a cancellation. After this time, the preparation of the order is likely to have already been initiated by our supplier and cancellation will no longer be guaranteed.
To cancel your order, you must fill in the contact form available in the Contact section of the site and specify your order number and the reason for cancellation.
We will process your request as quickly as possible and confirm by email whether or not the cancellation has been processed.
If the cancellation is confirmed, you will be refunded the amount of the cancelled order within a maximum of 14 days.
Please note that custom-made orders cannot be cancelled once they have been validated. Please check the details carefully before confirming your order.
If you notice an error in the delivery address you entered when placing your order, please contact us as soon as possible before the parcel is dispatched.
You can notify us :
Via the contact form in the Contact section of the site
Give us your order number and the correct address to which you would like the parcel to be sent.
We will contact our supplier to correct the address before your order is dispatched.
However, if the parcel has already been processed and sent to our carrier, it will probably no longer be possible to change the address. In this case, we will suggest other options, such as re-shipment at your expense.
Please do not hesitate to contact us, we will do our utmost to find a suitable solution so that you can receive your order.
Unfortunately, we do not offer the possibility of pre-ordering an item that is temporarily out of stock.
Our online catalogue is synchronised in real time with our supplier’s available stocks. Items shown as available can be dispatched immediately.
We are therefore unable to accept orders for products that are currently unavailable from our supplier, even for delivery at a later date.
However, you do have the option of registering for replenishment alerts on our site. You will then be notified by email as soon as the desired item is back in stock and ready to be ordered.
Don’t hesitate to contact our customer service department if you need information about the restocking of an out-of-stock product. We will do our best to obtain information on the delivery times provided by our supplier.
Thank you for your understanding. We will do our utmost to restock our catalogue as quickly as possible.