- Why buy from us ?
At XXXXX, we pay particular attention to the choice of our products. They must be innovative and of good quality. Our items are tested and approved by our service and we do everything we can to help you discover them and ensure you have an optimal shopping experience. But that's not all !
• 100% secure online ordering by credit card, PayPal or Stripe.
• Guarantee 2 years and 15 days upon receipt of your package to change your mind.
• Track your orders on our site.
• 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 to order?
Our online store is open 24 hours a day, every day of the week. The ordering process is broken down into several stages:
1- Cart: check the contents of your order. At this step 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 offered to you.
4- Payment: you are offered several payment methods, the choice is yours. You can check the content of your order on the summary (optional item (s) and service (s), delivery method and costs).
5- Order confirmation: to be sure that your order has been registered, you must reach this stage. 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.
- What is the order processing time?
A complete order, available in stock and validated by credit card before 1 p.m. is processed during the day . For a complete order validated by credit card after 1 p.m., the average processing time is 24 hours .
Orders are prepared Monday through Saturday, when all of their 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. As a result, you may receive your order in several packages . If this happens, you will receive a tracking number by email by parcel.
- How to track my order ?
As soon as your payment is validated (24-48 business hours), we forward your order to one of our partners or fulfillment centers, from where your item will be mailed. You will then receive an email with a tracking number to track your order from our website. For more information on this subject, visit our order tracking page.
- How to cancel my order?
To cancel your order, we invite you to contact customer service by e-mail.
- How can I use a promo code on the website?
If you have a valid promo code, enter it in the "Promo code" box during the payment process, and click "Apply".
- What are the delivery times ?
Due to the exclusivity of some products, the delivery time may take 7-20 days.
More details: New products for 2020, sale products, 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 shipping fees ?
Right now, our promotional campaign allows you to benefit from free shipping . This offer is valid for all our products and for a limited time. Normally, delivery is € 4.99 in mainland France and € 7.99 for Europe and internationally.
- What precautions should be taken during delivery?
Upon receipt of 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 applicable, to note this damage detailed on the delivery note. carrier). This check must be done at the time of delivery and in the presence of the driver. We recommend that you keep the packaging , these can be useful in the event of a 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, check the tracking of your package via the link to your tracking interface which was sent to you by e-mail after your order . If this is indicated during delivery, we invite you to wait until the expected delivery date. If your package is pending with the carrier, we invite you to pick it up at the address indicated on the transit advice note. We also ask you to check 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, check your order confirmation to see if the product ordered is different from the one you received. If the item received is indeed different from the one you ordered, please contact customer service by e-mail.
- I am missing an item, what should I do?
Your order may be shipped in multiple packages. Check your order confirmation email to be sure you don't have multiple tracking numbers from our carrier. If all the packages have arrived and you still do not have all of your products, contact customer service by email.
- What if my product has a manufacturing defect?
We do our utmost to ensure the intact and compliant delivery of your order. If, however, 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 a refund?
Absolutely. If this happens, contact us. You have 15 days from receipt of the goods to claim a full refund from us and 30 days to return the product to us as is . The return costs are your responsibility. Contact us first and see our Return Policy .
- How to exercise my right of withdrawal?
You have the right to retract, within 14 (fourteen) days of receipt 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 allowing the product to be put back on sale . An overpacking of the product is recommended for the return. Any degradation observed will result in a discount on the value of the product.
- Who bears the cost of returning my equipment?
Return costs are your responsibility , only shipping costs paid on the order are refundable.
- What payment methods do you accept?
We accept all major 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 reasons of simplicity, we do not accept bank checks, SEPA transfers or payments on receipt.
- My credit card payment has been refused, what should I do?
First, check that the expiration date of your card has not passed . Secondly, check that you have entered your name AND your first name in the appropriate field. If your bank transaction is declined, it may be that the authorized limit has been exceeded. To make sure, we invite you to contact your bank to check the amount of this limit.
- When is my card debited?
We only debit your card when your order is complete and ready to be shipped (except in the event of assembly where it is debited before the latter). Never before! If a product is out of stock, then you have no money to advance.
- Are the data I send confidential?
Our site is hosted by Shopify Inc. and we have a 256-bit SSL security certificate . All information relating 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, see our legal notices .
- What are your guarantees?
By purchasing with XXXXX, you benefit from the Money Back Guarantee. If your item does not suit you, you have 14 days to report it to us and get a refund . If your item is defective, we will find a winning solution for you (refund, free exchange, unique promo codes). If your item is not received within the deadlines established in advance (see Delivery Times), we also guarantee a winning solution. For more information on this, contact us and see our Return Policy . No one wants to regret a purchase, let alone when it is made online. We attach importance to the feedback from our customers and do our best to ensure that your purchases go smoothly.
- Service hours
The After Sales Service can be reached from Monday to Saturday from 9 a.m. to 12 p.m. and from 2 p.m. to 6 p.m., 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 9 a.m. to 12 p.m. and from 2 p.m. to 6 p.m. by chat or by e-mail.