FAQ

01) Is payment on your site secure?

Payments made on this site are secured by Shopify, an e-commerce platform that ensures an optimal shopping experience for our customers. What's more, all the banking information you give us does not pass through our servers, but is communicated directly to this third-party service specializing in online payments. Shopify is one of the world's Visa-compliant providers and is on Mastercard's list of service platforms.

02) Has my order been processed?

When your order is validated, you will receive a confirmation with your order number by e-mail.

I haven't received a confirmation email for my order. What should I do?

First, please check whether a direct debit has been made. It is possible that the payment has not been completed and that your order has not been validated. If you have indeed been debited, we advise you to check your junk mail, as our e-mail may be hiding there. If you still haven't received an e-mail, it may be that your e-mail address contains an error: in this case, write to us at [email protected] so that we can check and send you your confirmation e-mail.

03) When will my order be shipped?

Your parcel will be dispatched within 24 to 48 working hours after validation of your order. If you place your order at the weekend or on a public holiday, your products will be dispatched within the next two working days.

Has my order been shipped?

Once your order has been dispatched, you will receive an e-mail with a tracking number, enabling you to check the delivery status on the chosen carrier's website.

How can I track my order?

Once your parcel has been shipped and picked up by the carrier, you will receive a shipment confirmation email from us. This e-mail will contain your tracking number and a summary of your order, enabling you to track your parcel on the carrier's website.

Can I buy a product that's out of stock?

When a product is out of stock, you cannot buy a pre-order product. However, you can sign up for a Back in Stock Alert, and you'll be notified by e-mail as soon as the product you want to buy is available again.

04) Can I change my delivery address or method once I've placed my order?

If you wish to change the delivery address of your order, please write to us as soon as you receive your order confirmation on [email protected]. If your order has not yet been processed, we will be able to modify it. Otherwise, our customer service team will work with you to find the most suitable solution to ensure that you receive your order as quickly as possible.

Can I cancel my order once I've placed it?

We can only cancel your order if it has not yet been processed. Write to us as soon as possible on [email protected] so that we can take your request into account.

My parcel is being returned to sender. What happens now?

If the address you have entered is incomplete, or the parcel has been damaged in transit, it may be automatically returned to us. In this case, please contact us at [email protected]and send us your full address if necessary, so that we can send you a new parcel as soon as possible.

I have another problem with my order

If you have a problem with your order, please have your order number ready and contact us at [email protected]. Our customer service team will help you find a suitable solution.