Frequently asked questions
Frequently asked questions about shipping
Shipping
Once your order has been validated, we will dispatch it within 24 to 72 hours. Please allow 3 to 8 working days for delivery.
We deliver your orders to the United States and Europe.
Yes. As soon as your parcel is shipped, we send you an e-mail with all the tracking details.
Unfortunately, once you confirm your order, you can no longer change the delivery address. However, you can directly contact the delivery service in charge of your parcel as soon as it is in their possession.
If you receive a damaged product, please complete our online form to provide us with the following information:
- A photo of the damaged item, including packaging and labels
- Purchase invoice
- Reason for complaint
Once we have received this information, our team will be able to arrange a replacement item or a refund, depending on the situation.
For more details, please consult our refund policy.
We do everything in our power to solve any problems raised by our customers. However, if you wish to obtain a refund, it may be granted to you on condition that you request it within a maximum period of 30 days following the purchase. It should also be noted that products sold as part of a promotion are not eligible for a refund.
See our refund policy for more information.
Frequently asked questions about payment
Payment
There are several reasons why a payment may remain pending or be refused.
The most common are :
- There is an error in the credit card information (name, number, CVV, expiry date, etc.) you have provided.
- Your card has expired or needs updating
- Your bank is experiencing a technical problem
- The transaction being processed has been interrupted
- A connection problem between our site and your bank
- Your card is blocked for online transactions
- The card you have used is not accepted by our site
Credit card refusals may be linked to your bank’s anti-fraud systems and not to our payment system.
Please make sure that the bank details you have provided are correct, then try again. If you are repeatedly unsuccessful, we recommend that you contact your bank.
Yes, absolutely. We use SSL protocol to secure our payment page.
Card transactions are processed by Stripe, one of the world’s leading online payment processors.
