ORDER
1. How do I place an order?
Select your items, add them to your cart and then click on "Order".
Enter your information, choose your delivery method and confirm your payment.
A confirmation email will be sent to you automatically.
2. Can I order without creating an account?
Yes. You can complete your order as a guest.
Creating an account allows you to track your orders, access your history and save time on your next purchases.
3. Can I modify the items in my order after
validation?
No. Once the order is confirmed, it is immediately sent for preparation.
Any further modification of the content is no longer possible.
To add an item, you will need to place a new order.
4. I did not receive my confirmation email.
Check your spam and junk mail folders.
If the email does not appear within 10 minutes, please contact our customer service so that we can confirm that your order has been received.
5. How do I cancel my order? (maximum time limit: 1 hour)
Orders are processed very quickly.
If you wish to cancel it, contact us within one hour of your purchase.
If the order is not yet being prepared:
We will proceed with the cancellation.
If it is already being prepared or shipped: cancellation is no longer possible.
6. I made a mistake in my delivery address (maximum delay: 1 hour)
Any address correction must be requested within one hour of placing your order.
If the order is not yet being prepared, we will correct the address.
After this period, or if the order is already being prepared, no changes can be made.
7. I entered the wrong email address. What should I do? (maximum time limit: 1 hour)
If you notice an error in your email address, please contact us within one hour of placing your order.
We will update the address associated with your order, provided it is not yet being prepared.
8. The product added to the cart has become unavailable.
If an item is out of stock at the time of payment, a message will inform you.
You will be able to:
- Remove the item,
- Please wait until it is back in stock.
- Activate an availability alert.
9. How do I use a promotional code?
A "Promo code" field is available during checkout.
Make sure your code is valid, applicable to your cart and not expired.
10. How can I track my order?
An email containing your tracking number will be sent to you as soon as the shipment is dispatched.
If you have a customer account, you can also access the tracking in the "My Orders" section.
11. Is it possible to combine several orders?
No. For logistical reasons, two orders placed separately cannot be merged.
12. Do you accept gift cards?
Yes. Simply enter your gift card code at checkout.
I didn't receive what I ordered, what should I do?
Our teams apply a two-step quality control procedure before sealing each package.
Thanks to this double verification, a product error is normally impossible.
However, if you believe the item received does not match your order, please contact our customer service department and provide:
- your order number,
- photos of the item received,
- a photo of the product label,
- a photo of the shipping label present on the package.
Our teams will analyze your case and get back to you quickly with the most suitable solution.
13. My product is damaged.
Report it within 48 hours with:
- photos of the damaged product
- photo of the outer packaging,
- photo of the shipping label,
- Your order number.
We will arrange a replacement or a refund according to your preference.
14. One item is missing from my package.
Each package is checked twice before shipment according to our strict quality control procedure.
It is therefore extremely unlikely that an item is missing.
If you believe an item has not been delivered, please contact us within 48 hours with:
- a photo of the opened package showing the contents
- a photo of the shipping label,
- a photo of the items received,
- Your order number.
We will compare your information with our internal control reports and take appropriate action: return of the item or refund.
15. Preparation and shipping times.
Orders are prepared within 1 to 2 business days.
The delivery time then depends on the selected carrier.
16. How do I know if my order has been shipped?
You will receive a shipping email with your tracking number.
The information is also available in your customer area.
17. Can I add a gift note or a personalized message? (maximum time: 1 hour)
This service is not offered automatically.
If you wish to add a message, please contact us within one hour of your purchase, before the order goes into preparation.
After this period, we can no longer guarantee that your request will be taken into account.
18. Why was my order cancelled?
An order can be cancelled for:
- Product unavailable.
- Payment refused.
- Invalid address,
- Fraud detection via Shopify.
An explanatory email will be sent to you.
19. My order is late.
Check the status of your tracking.
If no update appears after 72 business hours, contact our customer service so that we can open an investigation with the carrier.
20. The tracking says “Delivered” but I haven’t received anything.
Please check:
- your mailbox,
- your neighbors,
- your caretaker or receptionist,
- your post office / collection point.
If the package remains untraceable, we will open a carrier investigation.
No compensation can be made until the investigation is closed.
21. I received several packages. Is this normal?
Yes. Depending on product availability, your order may be shipped in multiple shipments.
You will receive separate tracking for each package.
My parcel was not delivered to the chosen collection point, which
TO DO ?
When your chosen collection point is unavailable, overloaded or exceptionally closed, the carrier is forced to deliver your parcel to another collection point.
Unfortunately, we cannot change the delivery location once the courier has dropped off your package. If you are unable to collect it, the package will be automatically returned to us.
If the package is returned, we can resend it to you if you wish. You will then receive an automated email offering free reshipment to the address of your choice.
Otherwise, we will refund you within 7 working days of receiving your package.
22. How do I know if my payment has been validated?
Your payment is confirmed upon receipt of the order confirmation email.
If in doubt, contact our customer service.
PAYMENT
1. What payment methods are accepted?
We offer secure payment solutions for
to make your shopping easier:
- Bank cards: Visa, MasterCard, American Express, with 3D Secure authentication.
- PayPal: fast and secure payment via your PayPal account.
- Gift cards and promotional codes: usable directly at checkout.
Some codes cannot be combined and must be used before their expiry date.
All payments are processed in a 100% secure manner.
2. Can I pay from abroad?
Yes. We accept international bank cards (Visa, MasterCard, American Express).
Depending on your country or bank, currency conversion or international transaction fees may apply. These fees are independent of our store.
3. Is my bank information stored on
Your website?
No. We never store your payment information.
All transactions are handled by secure providers (PayPal...), guaranteeing the confidentiality and complete protection of your data.
4. Is my payment secure?
Yes. All transactions are protected by advanced SSL encryption and processed only by trusted providers.
Your personal and banking information remains strictly confidential.
5. What should I do if my payment is refused or fails?
If your payment is declined:
- Check that your bank details are correct and that your card is valid.
- Make sure your bank allows online payments.
- Try another payment method, such as PayPal.
If the problem persists, contact your bank or our customer service for assistance.
6. Is my account debited immediately after the
order ?
Yes. Payment is taken as soon as your order is validated, regardless of the payment method used.
This ensures the prompt processing of your order and the reservation of your items.
7. Do the prices shown include VAT?
As a micro-enterprise, we are not subject to VAT in accordance with article 293 B of the CGI.
Therefore :
- VAT is not applicable.
- It is not charged.
- and the prices shown are net, without any additional tax.
The legal statement "VAT not applicable - article 293 B of the CGI" appears on your invoices.
8. I have been charged twice: what should I do?
In some cases, a bank pre-authorization may appear twice.
Here are the steps to follow:
- Check your bank transactions: it could be a simple temporary hold.
- If two actual charges appear, contact our customer service with proof (screenshot or statement).
We will conduct a verification and refund of the overcharge if necessary.
9. What is 3D Secure (3DS) payment?
3D Secure is an additional security system imposed by banks to validate your online payments.
After you have entered your bank details, your bank may ask you for:
- a code sent by SMS,
- validation via your banking application.
- a personal password,
- or any other enhanced authentication measure.
This step confirms that you are indeed the cardholder and protects your payment against fraud.
10. Where can I download my invoice?
Your invoice is available in your customer area:
1. Log in to your account.
2. Go to My Account > My Orders.
3. Select the desired order to download your invoice in PDF format.
If you placed your order as a guest, please contact our customer service to obtain your invoice.
DELIVERY
1. What delivery methods are available?
We offer several delivery options to meet your needs:
- Standard delivery: delivery time of 5 to 10 working days.
- VIP delivery: faster delivery, usually in 2 to 3 working days (depending on the destination).
- Collection point: option to choose a collection point to pick up your parcel.
Delivery costs vary depending on your choice.
Delivery times may vary depending on periods of high demand.
demand (as during the holiday season).
2. What are the delivery charges?
Delivery costs depend on the chosen method and your delivery address. You will be able to see the exact amount before finalizing your order.
Standard delivery is usually free for orders over 180 euros, but charges apply for orders below this amount or for faster delivery options.
3. Do you deliver internationally?
Yes, we offer international shipping to many countries. During checkout, you can select your country and see the associated shipping costs and delivery times. If your country isn't listed, please contact us for more information.
4. What should I do if my package is damaged or defective?
If you find that your package is damaged or defective, please contact us immediately. We will open an investigation with the carrier and help you resolve the situation (refund,
product replacement, etc.). We will ask you to provide us with
photos of the damaged product, and we will arrange an exchange or a
refund according to your preference
5. Why hasn't my package arrived yet?
even though the deadline has passed?
Delivery times may sometimes be longer due to external factors (weather conditions, strikes, periods of high demand). Please check your tracking number for details on the status of your delivery. If your package has still not arrived, please contact our customer service.
RETURNS & REFUNDS
1. What is your return policy?
We accept returns within 14 calendar days of receiving your order, in accordance with regulations.
in effect. After this period, we will unfortunately not be able to accept the return or refund.
Items must be returned in their original condition, unused, with the packaging intact and all tags attached.
attached.
Certain product categories may be excluded from returns (see point 6 below).
2. How do I return an item?
To return a product:
1. Contact our customer service to obtain a return slip and precise instructions.
2. Carefully pack the item in its original packaging.
3. Include the return slip and your order number inside the package.
4. Drop off the package at the collection point or post office indicated by our customer service.
Returns without prior authorization will not be accepted.
3. How will I know if my return has been accepted?
Once your return is processed, you will receive an email confirmation. If a refund is issued, you will also be notified. You can track the status of your return in your customer account, under the "My Returns" section.
4. Can I exchange an item?
We do not accept direct exchanges. If you would like a different style, color, or size, you will need to return the item and place a new order for the desired item. Return shipping costs are your responsibility, unless the item is defective or was shipped incorrectly.
5. Can I return a product purchased on sale?
Items purchased on sale or promotion can be returned under the same conditions as full-price items. You have 14 days to return the item (in perfect condition with tags attached).
intact). However, items marked "final sale" cannot be returned. This will be specified on the product page if applicable.
6. Which products cannot be returned?
Some items cannot be returned for hygiene or safety reasons:
- Customized or made-to-measure products
- Worn or damaged items.
- Products on sale or promotion
- Hygiene products (swimsuits, lingerie…)
- Digital products or downloads (gift cards…)
These exclusions comply with current regulations and are specified on each product page.
Returns must comply with our conditions, and we reserve the right to refuse a return if the conditions are not met.
7. Do you offer free returns?
Return shipping is at your expense, except in the following cases:
- If the item is defective or damaged.
- If an error was made in the shipment (incorrect item).
In these cases, we cover the return shipping costs.
8. When will I be reimbursed after returning a product?
Once we have received and inspected your return, we will process your refund within 5 to 10 business days. The refund will be issued via your original payment method (credit card, PayPal, etc.). Please note that the initial delivery charges are non-refundable, except in the case of a defective product.
You will receive an email confirming that the refund has been processed.