FAQ
Answers to the most frequently asked questions
Purchase and order
Orders validated by credit card before 1pm are processed the same day. Otherwise, the average processing time is 24 hours.
Orders are prepared from Monday to Saturday.
We offer our catalog to the whole world, yes. International delivery is available wherever you are. Different delivery charges may apply; you’ll find the price for shipping your order on the confirmation page before checkout.
Your discount code can be entered on the “shopping cart” page, but also on the checkout page before payment. The discount is applied directly to the total amount of the order (not applicable to delivery charges).
Of course you can! To do so, please write to our customer service department as soon as possible. For more information on cancellation conditions, please see our return and refund conditions.
Your telephone number is required for the delivery of your parcel. We do not use it for any purpose other than informational, to ensure the most efficient delivery of your items. It enables the delivery person or company to contact you or leave you a message.
Shipment and delivery
We’re an online store, which means we can be found in many different places. That’s why we’re able to offer you an extensive catalog with the best products available anywhere in the world!
We currently have several small warehouses in Turkey, Marocco and India… This list is not exhaustive. Your order may be shipped in several shipments, depending on the origin of the products, and no additional charges apply.
Once your order has been confirmed, it is usually processed and delivered within 7 to 14 working days. We strive to provide fast delivery without compromising the quality of our products. For further details, please consult the delivery information section on each product page.
Please use the tracking information provided after shipment for more precise information.
We use the network of the best carriers depending on the country of delivery and the country of shipment (the warehouse from which your products are sent). You can find the name of the carrier used thanks to your parcel tracking number. This includes: national postal companies (La Poste, USPS, Bpost, etc…) but also private transport companies such as DHL, Fedex, UPS.
On receipt of your order, it is important to check that your parcel has not been damaged in transit and that the product is in perfect condition (and, if necessary, to note any detailed damage on the carrier’s delivery note). This check must be carried out at the time of delivery, in the presence of the driver. We recommend that you keep the packaging (if present), as it may be useful if you need to return the product, and is essential if you wish to exercise your right of withdrawal.
It is rare but possible that you may be asked to pay import taxes. We always do our utmost to avoid additional charges, which is why the value of your parcel is declared as a minimum. However, it is possible that the transport company may ask you to pay import taxes in certain cases.
In our experience, this depends on..:
- The transport company
- Country of delivery
- The country of shipment
- The value of your order
- The volume of your order
For further information, please consult the online resources available for importing goods into your country.
Payment and privacy
All payment methods accepted by our online store are shown on the checkout page. These vary according to your country of residence. Go to the shopping cart page, then order confirmation, fill in the fields related to your order (email address, delivery address and billing), then view all the payment methods available in your case.
If a payment method you like is not available, please contact us.
Your payment information is encrypted and protected by powerful algorithms (SSL). We have no access to it at any time, and cannot debit you for any additional pennies in addition to your order.
Your personal data is used for logistical and commercial purposes by our company. We are committed to maintaining your privacy. This information is protected on our premium servers with professional antivirus software to guarantee the highest level of security. Under no circumstances is it accessible to third-party services.
We invoice our customers after full verification of their order: product availability, country of delivery and additional information provided by the customer.
First, check that your card’s expiry date has not passed. Secondly, check that you have entered your surname AND first name in the appropriate field. If your bank transaction is refused, you may have exceeded the authorized limit. To be sure, we invite you to contact your bank to check the amount of this ceiling.
Service and warranty
If your product is damaged, please contact our customer service department within 14 days of receipt, quoting your order number with a photo of the faulty product. We’ll help you arrange a replacement or refund.
Your order may be shipped in several shipments, depending on the origin of the products, and no additional charges apply.
If any items are missing from your package, please contact our customer service department as soon as possible with your order number and the missing items. We will check your order and arrange a prompt shipment of the missing items or find another solution.
If you have received the wrong product, please contact our customer service department within 14 days of receipt. Provide your order number and a photo of the incorrect product. We will send you instructions for an exchange or return.
To return a package, please follow these steps:
- Contact our customer service department using the link below within 14 days of receiving your order for more information.
- Pack the product securely in its original packaging, including all accessories, manuals and documentation received with it.
- Indicate the return number to our customer support team so that we can track the progress of the package.
- Send the package to the address indicated in our return instructions.
- Once the parcel has been received and inspected, we will proceed with a refund or exchange, depending on your choice.
Return shipping costs are at the buyer’s expense, except in the case of a defective product or error on our part.
Can't find the answer to your question?
If you can’t find the answer to your question, please don’t hesitate to contact us directly. Our team will be happy to assist you.