I- Payment / Promotions
1- What payment methods do you accept?
We accept Visa, Mastercard and Paypal.
For now, we can't accept any other forms of payment, sorry!
2- Do you offer promotions or discount codes?
We may offer some of our products at a reduced price for a temporary promotion period (Holiday sales, One Day sales, discount offers etc). At the end of the promo period, products will go back to their original full price.
We may also offer discount codes. A percent discount takes a given percentage off an order, such as 10%, 20% or even as much as 50%! The percentage discount only applies to the cost of the purchase, and is not applied to any shipping charges or taxes.
3- Is the payment secure?
We provide a high level of security to the payments and all the data transactions are secure thanks to a 256-bit AES encryption protection.
We do not retain your banking details; this transaction will be managed by our payment processor only that will guarantee the safety of your card details.
4- Will there be an invoice with my order?
We do not send an invoice with the order but you will receive an email confirming the order as well as all the information about the payment.
II- Shipping / Delivery
1- How long will it take to get my order?
We always aim to process your order as quickly as possible (usually within 2 business days).
Estimated delivery time is between 7 and 9 days. On occasion it can take longer depending on your local postage carrier and your proximity to major postal hubs.
Faced with the coronavirus epidemic, our logistics partners face health constraints that can slow down the processing of orders (hand washing, safety distance, etc.) and it might take longer for your order to be delivered. We apologize for this additional delay.
2- What are the shipping options?We offer FREE standard shipping for the USA. Local fees may apply for other countries.
3- How do I track my order?
You can check the status of your order by clicking on your order number in your Order Confirmation email.
Once shipped, you will receive a tracking number in your shipping confirmation email.
Should you have any questions regarding your order, please do not hesitate to contact us for further assistance at firstname.lastname@example.org. Please mention the date and the reference of your order.
4- What can I do if I have never received my order?
First, we recommend that you check the information provided by the carrier in the tracking number to understand where your package is and why it has not been delivered.
We sincerely apologise for this inconvenience. We understand that as a customer, when you make a purchase you expect to receive your product in a timely manner. We know that we have let you down, and for that we are very sorry for any inconvenience it has caused you.
Our delivery times vary on average from 7 to 15 days. Unfortunately, once the order has been shipped, it is up to the company in charge of the delivery and the delivery can take more time. In addition, faced with the coronavirus epidemic, our logistics partners face health constraints that can slow down the processing of orders (hand washing, safety distance, confinement, etc.).
We would like to apologize once again for the inconvenience. We appreciate your patience and understanding as we work to ensure that all orders are delivered in a timely manner.
If your order was shipped more than 15 days ago, please contact us at email@example.com.
Please mention the date and the reference of your order. We will track your package on your behalf making sure it gets delivered.
5- Do you ship internationally?
Yes, we ship worldwide!
6- What can I do if my parcel is returned?
Returned to sender is a common policy used by post carriers to handle items that could not be delivered. Some common reasons could be the following:
- Returned parcel due to an incomplete or wrong delivery address
- Parcel returned to its origin due to unsuccessful delivery
If your package is returned to the sender, please contact us at firstname.lastname@example.org.
Please mention the date and the reference of your order.
1- How can I be sure that my order has been received?
Once your order has reached us, you will receive an email notification confirming your order details.
Your order will be processed immediately and shipped within 1-2 business days.
2-How can I be sure that my order has been shipped?
Once we have processed your order, we will send you another email which will include your tracking number, the courier used and a link to allow you to track your order online at all times.
3- Can I modify or cancel my order?
Once your order has been processed, the details ( such as the item chosen or the delivery address, etc...) cannot be modified.
If your order includes wrong information, please contact us quickly at email@example.com.
Please mention the date and the reference of your order.
If the order has not already been shipped, then we may modify or cancel it on your behalf.
However if it has already been shipped, we will no longer be able to modify or cancel it.
We advise you to be extremely careful when entering your delivery address during your order.
IV-Returns / Refunds
1- What is the return policy?
We have a 30 days refund policy. You have a period of 30 days from the date of receipt of your order to be eligible for a refund.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
* Gift cards
* Downloadable software products
* Some health and personal care items
To be eligible for a refund, you will need to return your item to us. Your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
The return address is as follows:
79 Rue François Mermet, Tassin-la-Demi-Lune, 69160, France.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.
2- What do I do if I received a damaged or defective product?
All our items are thoroughly checked before being shipped and we are extremely sorry to find out that goods you had purchased were damaged upon delivery, and we fully understand the inconvenience caused to you.
Please send us some pictures of the damaged product at firstname.lastname@example.org.
Please mention the date and the reference of your order. Upon receipt, we will analyze your request and get back to you promptly.