Returns & refunds
Return or exchange
If you are not satisfied with your product and wish to return or exchange it, you can exercise your right of withdrawal: in this case, you have a period of 14 days to contact our customer service by email at: email@example.com .
Our after-sales team will then send you the postal address of our returns center so that you can send your package back.
The return package must be sent by tracked delivery, to avoid the risk of loss of package. The customer is responsible for the return shipping costs.
Only parcels with complete contents, intact, in its original packaging will be accepted for return.
Once the return package is received by our after-sales service (see above), and once your request has been validated, you will receive your refund on the credit card you used to place the order on our site within 14 days.
Defective or wrong item
If you have received a non-conforming item, or your item arrived damaged, please contact our customer support by email at firstname.lastname@example.org , we will take care of you.
In this email, please provide us with:
- your order number
- the defective/damaged item
- a picture of the problematic item
Once your request has been processed by our team, we will reship the item(s) to you free of charge. You will not need to make a return.
Order not received
We are sorry to hear that. On rare occasions, an order may be lost in transit. If you still have not received your order after 30 days, please contact our customer support by email at: email@example.com .
We will then proceed to reship your package as soon as possible. Or, if you prefer, we can also refund your order.
If you wish to cancel your order, you have 2 hours after receiving your order confirmation email to contact our customer support by email (specifying your order number) at: firstname.lastname@example.org .
Our team will then be able to cancel your order and make your refund.
Beyond 2 hours after receiving the order confirmation email, the order will be processed and it will not be possible to cancel it. It will then follow the standard delivery process. However, if you wish, you can follow the return procedure mentioned above.