FAQ
EXAMPLE FAQ PAGE
DO YOU ALSO SHIP ABROAD?
Absolutely, we ship worldwide with SUIVI COLIS.
HOW MUCH DOES DELIVERY COST?
Delivery costs are FREE for all orders over 30 euros in Metropolitan France.
For other countries, delivery costs vary depending on the destination.
WHAT ARE THE PREPARATION AND DISPATCH TIMES?
Orders are dispatched within 48 hours.
They are delivered within 2/3/4 weeks for Europe (YOU CAN CHANGE THIS).
HOW CAN I CHECK THE STATUS OF MY ORDER?
Once an order has been placed, it is sent as quickly as possible to one of our dispatch centres, from where your item will be dispatched.
We will send you a confirmation email as soon as your parcel has been dispatched. You can then check the progress of the delivery on our website in the ‘Track my order’ tab using your email address and order number.
HOW DO I PLACE AN ORDER?
Simply choose your items and click on the ‘ADD TO BASKET’ button, repeat for each item, then go to your basket and follow the steps to complete your order up to payment. We will prepare your order and send you an order confirmation email.
WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept Visa and Mastercard as well as Paypal. Cheques and bank transfers are not accepted.
IS PAYMENT SECURE?
Absolutely, our shop is completely secure and we have an SSL encryption system to protect your personal and confidential data. We use the Stripe and Paypal secure payment systems.
I STILL HAVEN'T RECEIVED MY ORDER, WHAT SHOULD I DO?
Have you received confirmation that your order has been dispatched? If your order was dispatched more than 5 weeks ago, please contact us with your order number. We will launch an investigation 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 completely normal. To reduce your wait as much as possible, we ship all items separately as soon as they are ready for dispatch. The rest of your order should arrive in the next few days.
I'VE RECEIVED A DAMAGED/DEFECTIVE ITEM, WHAT SHOULD I DO?
We are sorry, unfortunately this can happen. Please contact us and explain the problem and attach a photo as proof. We will do our best to find a solution.
I'M NOT SATISFIED WITH MY ORDER, CAN I GET MY MONEY BACK?
Absolutely, you have 14 days from the date of receipt of your order to return any product that does not give you complete satisfaction.
You need to print out the cancellation form, send it to us by e-mail and return your items to the address indicated (a returns number will be given to you before you send them back).
The return will be made exclusively by post to our address and you will be responsible for the cost of the return, which will be communicated to you by e-mail in response to your request. Upon receipt of your order, you will receive a full refund.
To find out more, please consult the Returns page.
WHAT ARE THE CONDITIONS FOR BENEFITING FROM THE ‘SATISFIED OR YOUR MONEY BACK’ GUARANTEE?
You must be within 14 days of the date of receipt of your order to benefit from the ‘Satisfied or your money back’ guarantee. You must contact us before any return in order to follow the procedure indicated and the product must be returned to us in its original condition and packaging.
IN WHAT CASES WILL I NOT BE REFUNDED?
- If the product has been used and cannot be resold as is.
- If the shipment has not arrived at its destination due to an error in the delivery address given when the order was placed.
- If the returns process has not been followed.
To find out more, please visit the returns page.