Help desk

My order

I want to cancel / change my order

Once your order has been confirmed, it is very quickly passed on to our logistics team to be prepared and shipped as soon as possible. Once your order is "being prepared", it is unfortunately no longer possible to change it.

What if I have a problem with my order?

If your order should arrive damaged or incomplete, please do not hesitate to contact our customer service department immediately and within 14 days of receipt, and include a photo of the product(s) concerned. Together we will be able to find the most appropriate solution, as quickly as we can!

What means of payment do you accept?

We only accept payment by credit/debit card (Visa, Mastercard).

Is your website secure?

Payment is not carried out directly on our website but on a Payflex payment platform.
The payment platform is totally secure, with a data transfer protocol that uses https encryption. With a safe secure payment system you have nothing to worry about.

I have not been able to complete my order, my payment has been refused

Please contact our customer service department by email: click here . We will look into why your payment was refused and find a rapid solution.

Delivery

What are the shipping methods and delivery times?

Our orders are shipped by the French Post Office "Colieco" service. When the word "shipped" appears, your order is on its way to you, on average delivery takes 3 to 7 days. You will also receive an email that confirms shipping.
Important: Tracking is not available on the La Poste website for a Colieco delivery.

Will my parcel be left in my letterbox?

Yes, as long as the size of the parcel allows, it will be left in your letterbox. If the package is too large the postman will leave a calling card and the package will then be held for you at your local post office.
You should then visit your post office, stating that they have a Colieco parcel for you. Don't forget to take proof of identity with you.

What are the shipping costs?

The shipping cost for a single delivery is € 5.90.

Can I track my parcel?

When your order is shipped, an email will be sent to inform you that it has left our premises. You should then allow 3 to 7 days to receive your parcel.
Important: For a Colieco delivery, tracking is not available on the La Poste website.

I have not received my package, what should I do?

If you have still not received your order 10 days after the date of shipment, please contact our customer service department via your customer account by clicking here.

My package has been returned to sender due to a problem with the address or the delivery.

When the parcel has been received by our logistics platform, an email will be sent to inform you. Simply contact us by email and we will find an alternative solution.

Other

If you have not found the answer to your question, please contact our customer service department by email by clicking here.

After Sales Service - Returns

Can I return a product?

Yes, within 14 days of receipt of your order, you can ask to return the product or products to our customer service department.
In the event of a batch order (eg a 3 box or 5 box pack), you may only return the full pack in its entirety. A partial return will not be accepted.

What is the method for returns?

Simply log into your customer area, in the "Returning an order" section, and ask to return your order. This request must be validated by our customer service department within 14 days from the date on which you received your order. Your return slip will then be made available in your customer area. You should print this and place it in your return package. The return address will be indicated on your return slip. Your return should be made within 7 days following the date on which the customer service department agreed to the return.
Please ensure you request and keep proof of posting.
The item(s) must be returned intact, unopened and unused.

Does the customer have to pay for the cost of returning the item(s)?

Yes, the customer pays the cost of returning the unwanted item(s).

How long does it take for a return to be processed?

1) If your return is sent by post:
an email will be sent to you as soon as your parcel arrives on our logistics platform. You simply need to indicate your preference: replacement order or refund.

2) If you return your order within the cooling-off period:
The parcel will be verified by our returns department. If the conditions for the return have been respected, the refund will be validated within 30 days at the latest.

When will I be refunded?

Your refund will be made within 30 days at the latest, from the moment your return is received by our logistics platform. You will receive a notification to inform you that the parcel has been received.

How will I be refunded?

The refund will be made using the same method as the original payment, i.e. via the same credit/debit card.

Other

If you have not found the answer to your question, please contact our customer service department by email by clicking here.

My customer account

How do I change my personal information (email address, surname, first name)?

To change your personal data, please visit My Account /My Details. Do not forget to validate your changes!

What is the purpose of my customer account?

Your customer account is the link between you and us. The information provided in your customer account is stored in a secure area and you are the only person able to modify it.
All communication between us will be by email.
It also enables you to view all your orders, track your orders, manage your personal information and your subscription.

Can I change my delivery address?

Once your order has been confirmed, it is transferred very rapidly to our logistics department for preparation and then shipped as quickly as possible. Once your order is marked as "being prepared" unfortunately no modification is possible.
You can however change your delivery address for your next order or if your order is not yet indicated as "being prepared", under "Addresses", then "Update" and do not forget of course to validate your modification.

Can I change my invoice address?

The invoice address cannot be modified. But don't worry, this is given for information purposes only and no document will be sent to it.
If you want to receive an invoice for your order, visit My Account / Order History / Invoice. Click on PDF.

I have forgotten my password, what should I do?

If you have forgotten your password, don't worry! To request a new password click here. It will automatically be sent to you by email.

I am not receiving your emails (order confirmation, shipping confirmation, etc)

Have you checked that our emails have not arrived in your spam folder or junk mail? Don't forget to check this and register our address to avoid our emails being treated as spam.
It is also possible that there is an error in the email address you provided. To check this, visit the My Account / My Details sections and verify your personal information.

Other

If you have not found the answer you were looking for, contact our customer service by email by clicking here.