FAQ
Frequently Asked Questions
Delivery
Which countries do you deliver and under what deadlines?
Which countries do you deliver and under what deadlines?
We ship worldwide with the exception of a few countries. After a quality check of 2 to 4 working days, delivery takes an average of:
France and Switzerland, at home, Monday to Saturday, within 3 to 7 working days.
Please note that sometimes independent circumstances may lead to delays in delivery, or during periods of high demand or to remote areas.
*Estimations outside public holidays.
How much does delivery cost?
How much does delivery cost?
Free delivery from 65$/€/£/CHF of purchase. Below this threshold: fixed costs
- France: €3
- Switzerland: CHF 4
- United Kingdom: £4
Calculated at checkout.
Can I choose an Express option?
Can I choose an Express option?
Yes, if your address is eligible, the Express mode and its fare will automatically appear before payment.
How do I track my order?
How do I track my order?
As soon as you are handed over to the carrier, you will receive a tracking link by e-mail. Updates are added in real time. You can also log in and find it in "Order."
Change my address after validation?
Change my address after validation?
Contact us immediately (Contact form, order number in support) via Customer Service (order number in support). As long as the package has not left the workshop, we will do our best. Beyond that, the change is no longer guaranteed.
Incident Delivery
Damaged package or damaged room?
Damaged package or damaged room?
Photograph packaging and item, store everything, then send us within 30 days:
- Order Number
- Clear Photos
- Precise description of the concern
We will offer replacement or refund upon receipt of items.
A piece is missing from my package.
A piece is missing from my package.
If you had ordered several items in different categories, your parts may not arrive at the same time. (The delivery date of the parts are mentioned on each product description)
I got the wrong article
I got the wrong article
Send us:
- Order Number
- Photos of the defect or bad reference
- Name of the expected article
We validate the exchange or refund within 24 working hours.
Returns & Refunds
How to initiate a return?
How to initiate a return?
- Access our Returns Portal (link in your confirmation email).
- Select the articles, indicate the pattern.
- Download the prepaid label and follow the steps displayed.
We will respond within 24 hours.
How long to change your mind?
How long to change your mind?
• 24 hours for a "change of mind" return.
- 30 days to report a quality defect.
Are returns free?
Are returns free?
Yes, when items meet our conditions (see next question).
What conditions must returned items meet?
What conditions must returned items meet?
- New, unwashed.
• Original labels and packaging intact.
When will I be reimbursed?
When will I be reimbursed?
After inspection (≈3-5 working days), the refund is made to your payment method within 2 working days, you will be able to receive the amount refunded to your bank account after several days depending on your bank. A confirmation e-mail is sent to you.