- How do I order online?
- How do I use my promotion code/coupon?
- Why does my promotion code/coupon not work?
- How do I cancel my order?
- How much are the delivery costs?
- How to track my order?
- How do I know if my package has been shipped?
- How can I change my billing or shipping address?
- Where can I find my order invoice?
Returns, refunds and exchanges
- How do I return a product?
- What are the refund terms for returns?
- How do the refunds work?
- Can I exchange a previously ordered product for another product?
I forgot my password
If you have forgotten your password you can request to change it by filling in the Lost Password form with your registered account’s email address.
When the lost password form is successfully submitted, you should receive a message to your registered email address. You can then follow the instructions in the email to reset your password to then login.
I can’t access my account
Before contacting customer support please ensure that you have:
- successfully registered an account on our website (if you have made any orders then you may have already registered an account. If you have made any orders as a guest then you will need to register an account to login)
- attempted to login at My Account with a correct email address and password
If it still doesn’t work or any issues have prevented you from logging in, please contact the online customer support team by email at firstname.lastname@example.org or by phone at +33 (0) 1 49 52 98 51 (view our customer support open hours).
How do I use my promotion code/coupon?
To use your promotion code/coupon you can enter the code into the cart or during the checkout process. After entering the code and applying the coupon, the cart and totals will update and you can then progress to checking out and/or making your payment.
Why does my promotion code/coupon not work?
Please note that promotion codes/coupons expire after certain conditions (usage, time, etc.) so if your coupon is not working then it could be that the coupon is not applicable any more. If your coupon does not work and you feel that is an error then please contact us.
How do I cancel my order?
If for any reason you would like to cancel your order, please email email@example.com with the order number that you wish to cancel and tell us any reasons for cancelling. Our support staff will be happy to assist and provide you with a direct refund using the same payment method you paid with.
How much are the delivery costs?
Shipping costs are totally free, wherever your destination is. However, we are a French company based in Paris, France, so if your shipping address is international please keep in mind that customs taxes and fees may be charged to you upon receipt of your order. Any additional delivery costs incurred after your order’s departure from our warehouse will not be refunded.
How do I track my order?
After checking out and successfully paying for your order, your order details and invoice will be available to view in the My Account section of the website.
If you are a registered user, you can login with your email and password to see all your orders (completed and in progress).
If you are a guest user with no registered account, you can view the status of your completed and in-progress orders by following the link that was emailed to the email address you created the order with.
When an order is created and you checkout, its status is classed as “Payment pending”. We will reserve the items added to your cart for up to 1 hour to allow you to make a successful payment through our secure third-party payment processing service (PayPal).
It is possible for our customer support team to place your in progress order “on hold” for you — this means the products in your cart will be reserved for you until you can successfully complete the payment. If you would like to place your order on hold, please contact us at firstname.lastname@example.org with your order number and an estimation of how long you would like to keep the order on hold for. Please note that we can only keep orders on hold for a maximum of 10 business days — after the hold period expires and no successful payment has been made, your order will be effectively cancelled and the products will be made available on our website for other customers.
If after the 1 hour has passed with no successful payment, your order will change to “Cancelled” and the products you reserved will be made available on our website to other customers. If you want to re-open the order for payment, please contact us as soon as possible at email@example.com with your order number. Please note that cancelled/expired orders may not have all products available — our customer support will notify you after your email enquiry if this is the case.
After successful payment your order status will be classed as “Processing”, which means that we will take the time to package the items to prepare for shipping.
When we have sent out your order for shipment via FedEx, the status of your order will change to “Completed”. You will also receive a FedEx tracking number which you can use to track the progress of your order delivery.
How do I know if my package has been shipped?
As soon as your order leaves our warehouse with our delivery carrier FedEx, you will receive an automatic email indicating that your package is being delivered. The email will include a tracking number that you can use with the FedEx website to view its delivery location and status.
How can I change my billing or shipping address?
If you have a registered account, you can change your default billing and/or shipping address in the My Account > Addresses section of the website.
During the creation of your order you will set a billing and/or a shipping address. By default we will ship to your billing address, unless you specifically set a separate shipping address.
If you require changing the shipping address of your order AFTER successfully submitting your order and BEFORE your order has shipped, you can email us as soon as possible with the new shipping address and your order number to firstname.lastname@example.org.
If you require changing the shipping address of your order AFTER your order has shipped, customers who reside in one of the 18 supported European countries can manage their order shipping destination by using FedEx’s Delivery Manager service to change the address and date for your order delivery. To be eligible to use FedEx Delivery Manager, during the creation of your order you will need to have provided us the following information:
- a contact mobile number
- a contact email address
- an empty “Company” field (DO NOT enter a value into the “Company” field if you want to be eligible to use the FedEx Delivery Manager as it is a service provided only for individual customers, not companies)
FedEx Delivery Manager is currently supported for the following countries:
Austria (AT), Belgium (BE), Czechia/Czech Republic (CZ), Germany (DE), Denmark (DK), Spain (ES), Finland (FI), France (FR), Great Britain (GB), Hungary (HU), Ireland (IE), Italy (IT), Luxembourg (LU), Netherlands (NL), Poland (PL), Switzerland (CH), Sweden (SE), Norway (NO)
For more information about FedEx Delivery Manager, please visit https://www.fedex.com/delivery
If you require changing the shipping address of your order AFTER your order has shipped and do not reside in a country supported by FedEx Delivery Manager, we will do our utmost best to change the shipping destination for you, however there may be issues if you require changing important details such as the country. Changing the order’s shipping address after the order has shipped is not guaranteed. We apologise in advance for any inconvenience.
Where can I find my order invoice?
If you have registered for an account on our website, you can login with your email and password to access all your orders in the My Account area.
If you have not registered for an account on our website and created an order as an unregistered “guest”, you will only be able to access your orders from the order notification email that we sent to you at the time you successfully created your order.
If you have lost this order notification email and you require a new copy of your order invoice sent to you, you can contact us at email@example.com with any information about your specific order that will help us locate it in our system, such as the name, email address, contact phone number and the items you ordered. Due to security and privacy reasons, we can only re-send requested order invoices to the email address that created the order.
How do I return a product?
If you are unsatisfied with any product you have ordered or for other reasons need to return it, please follow the detailed instructions on our Returns page.
Returns can be sent via our delivery carrier FedEx at no charge to you. If you need to use a different carrier, we cannot reimburse you for any delivery charges — we apologise in advance for any inconvenience.
What are the refund terms for returns?
In order for your return to be validated by our teams, the product must be:
- new in its original packaging;
- accompanied by the return slip;
- undamaged and complete;
- not damaged or soiled in conditions exceeding the simple use on a trial basis;
- without soiling, perforation, tearing, burning, discoloration, deformation;
- with all the elements representing the mark or the model of the mark (logo, brand exterior label, composition and care labels…)
How do the refunds work?
Your refund will be made after returning the goods to our headquarters. Our teams will review your return. After validation, your item(s) will be fully refunded, up to the amount paid.
The refund will be made according to the method of payment used during your purchase.
Can I exchange a previously ordered product for another product?
We currently do not support accepting or granting any exchanges. If you wish to exchange a product you must return the product to us first to then be refunded. At any time during this process you may create a new order on our website with the products you prefer. We apologise in advance for any inconvenience this may cause you.