- Why buy from us?
At XXXXX, we take great care in choosing our products. They must be innovative and well made. Our products are tested and approved by our service and we do our best to make you discover them and ensure you an optimal shopping experience. But that's not all!
- Online ordering 100% secure by credit card, PayPal or Stripe.
• 2 years warranty and 15 days upon receipt of your package to change your mind.
- Track your orders on our website.
• Free delivery for a limited time. Easy returns.
- Competent and professional customer service - at your service 7 days a week.
- Thousands of people already trust us!
- How do I place an order?
Our online store is open 24 hours a day, every day of the week. The ordering process consists of several steps:
1- Shopping cart: Check the contents of your order. At this stage you can modify the quantities.
2-Customer information : enter your personal information and delivery address.
3- Delivery: Choose the delivery method you want according to the choices that are offered to you.
4- Payment : You are offered several methods of payment, you choose. You can check the content of your order on the summary (item(s) and optional service(s), mode and shipping costs).
5- Order confirmation: To be sure that your order has been registered you must reach this step. You can now print your order confirmation. You will also receive a confirmation by e-mail with the reference of your order and the tracking number.
- How long does it take to process my order?
A complete order, available in stock and validated by credit card before 1pm is processed the same day. For a complete order validated by credit card after 1pm, the average processing time is 24 hours.
Orders are prepared from Monday to Saturday, when all the products are available. In case of unavailability of an item, your order will be prepared upon receipt of the latter. Our items are shipped from several shipping centers. Therefore, it is possible that you receive your order in several packages. If this happens, you will receive a tracking number by email.
- How to track my order ?
As soon as your payment is validated (24-48 business hours), we transmit your order to one of our partners or fulfillment centers, from which your item will be shipped. You will then receive a e-mail with a tracking number to trace your order from our website. For more information about this, please visit our order tracking.
- How do I cancel my order?
To cancel your order, we invite you to contact the customer service by e-mail.
- How can I use a coupon code on the website?
If you have a valid promo code, enter it in the "Promo Code" box during the checkout process, and click "Apply".
- What are the delivery times?
Due to the exclusivity of some products, the delivery time may take 7 to 20 days.
More details: New products for 2020, products on sale, pre-orders and monthly selections are occasionally the subject of flash offers organized with our partners. Due to the number of orders to be processed and to offer you attractive prices, delivery times are significantly longer.
- What are the delivery costs ?
At the moment, our promotional campaign allows you to benefit from the free shipping. This offer is valid for all our products and for a limited time. In normal time, the delivery is 4,99€ in Metropolitan France and 7,99€ for Europe and international.
- What precautions should I take during delivery?
When you receive your order, it is important to check that your package has not been damaged during transport and that the product is in perfect condition (and, if necessary, to note this detailed damage on the delivery note of the carrier). This verification must be done at the time of delivery and in the presence of the driver. We recommend that you keep the packagingThese can be useful in case of return of the product, and are essential if you wish to benefit from your right of withdrawal.
- My package has been shipped but I still haven't received it, what should I do ?
First of all, check the tracking of your package via the link to your tracking interface that was sent to you by e-mail after your order. If it is indicated in the course of delivery, we invite you to wait until the date of delivery. If your package is pending with the carrier, we invite you to collect it at the address indicated on the delivery notice. We also ask you to verify on your order tracking that the delivery address indicated on your order is correct.
- I received an item that does not correspond to my order, what should I do?
Before contacting us, please check on your order confirmation if the product you ordered is different from the one you received. If the item received is indeed different from the one you ordered, please contact the customer service by e-mail.
- I am missing an item, what should I do?
It is possible that your order will be shipped in several packages. Check your order confirmation e-mail to make sure you do not have multiple tracking numbers from our carrier. If all the packages have arrived and you still don't have all your products, contact customer service by e-mail.
- What if my product has a manufacturing defect?
We do our utmost to ensure that your order is delivered intact and in conformity. However, if you receive a defective product, contact us and we guarantee to find a winning solution for you.
- I am not satisfied with my order, can I get my money back?
Yes, you can. If this case arises, please contact us. You have 15 days from the receipt of the goods to ask for a full refund and to send us a copy of the 30 days to return the product as is. You are responsible for the return shipping costs. Contact us beforehand and consult our Return Policy.
- How do I exercise my right of withdrawal?
You have the right to retract your order, within a period of 14 (fourteen) days from the reception of your order. See our general conditions of sale, article 'Right of withdrawal of the consumer buyer' for the detailed conditions of application of the right of withdrawal. To retract your purchase, please contact us by e-mail. The product must be returned complete, including any accessories, and in a condition that allows the product to be sold again. An over-wrapping of the product is advised for the return. Any damage found will result in a discount on the value of the product.
- Who pays for the return of my equipment?
You are responsible for the return shipping costsOnly the shipping costs paid on the order are refundable.
- What payment methods do you accept?
We accept all credit cards as well as payment via PayPal, with or without a PayPal account. Our business is growing and you will soon be able to pay via Amazon Pay, the latest payment solution. For simplicity's sake, we do not accept bank checks, SEPA transfers or cash on delivery.
- My credit card payment is refused, what should I do?
First of all, check that the expiry date of your card has not passed. Secondly, check that you have filled in your name AND your first name in the appropriate field. If your bank transaction is refused, it may be because you have exceeded the authorized limit. To be sure, we invite you to contact your bank to verify the amount of this limit.
- When is my card charged?
We only charge your card when your order is complete and ready to be shipped (except in the case of assembly where it is charged before the assembly). Never before! If a product is out of stock, you don't have to pay in advance.
- Are the data I transmit confidential?
Our site is hosted by Shopify Inc. and we have a 256-bit SSL security certificate. All information related to pages, content, credit cards and transactions are thus protected by the same level of security used by banks. For more information on this subject, please consult our legal notice.
- What are your guarantees ?
When buying with XXXXX, you benefit from the Satisfied or Refunded guarantee. If your article does not suit you, you have 14 days to inform us and get a refundt. If your item is defective, we will find a win-win solution for you (refund, free exchange, unique promotion codes). If your item is not received within the time frame established beforehand (see Delivery Times), we guarantee a win-win solution. For more information on this subject, contact us and consult our Return Policy. No one wants to regret a purchase, especially when it is made online. We value our customers' feedback and do our utmost to ensure that your purchase goes smoothly.
- Service hours
The After Sales Service is available from Monday to Saturday from 9am to 12pm and from 2pm to 6pm, by chat and by e-mail.
- I have a problem with my product, what should I do?
Please contact our After Sales Service from Monday to Saturday from 9am to 12pm and from 2pm to 6pm by chat or by e-mail.