Customer service
Customer service
Our team is always here to help.
Orders and dispatch
How long will it take to receive my order?
We are delighted to offer free delivery throughout Europe. All orders are usually dispatched within 24 to 48 hours.
Standard delivery time is estimated at 7 to 10 working days.
Your satisfaction matters a great deal to us. In the unlikely event that you do not receive your item, rest assured that we are committed to sending it again at our expense. It rarely happens, but we are ready to do whatever it takes to make sure you are satisfied.
How do I create an account?
- Go to the website's home page.
- Find and click the "My account" link at the top right of the page.
- You will be taken to a registration or sign-in page. Click "Register".
- Fill in the registration form with your details. This usually includes your name, email address and a password.
- Click "Register".
- You will receive a confirmation email. Click the link in this email to confirm your account.
- Once your account is confirmed, you can sign in with your email address and password.
How do I change my delivery address?
As a company, we attach great importance to customer satisfaction. That is why we give you the option to change or cancel your order within six hours of placing it. You can also change your delivery address during this time.
After these six hours, we will start the dispatch process for your order, and no changes or cancellations will be possible. This allows us to ensure fast, efficient delivery.
We therefore encourage you to check your order details and delivery address carefully when you make your purchase. If you have any questions or concerns, don't hesitate to contact our customer service. We are here to help.
How do I track my order?
You can view your order tracking by clicking here (the tracking link is in your dispatch email).
Do you keep my credit card details on file?
Your security is our priority. We want to assure you that your payment details are handled with the utmost care. We use a secure, encrypted payment system to process all transactions.
No credit card information is stored on our servers or in our systems. Once your transaction is complete, only the last four digits of your card are kept, for reference and verification purposes.
Your trust is essential to us, and we are committed to protecting your personal and financial information at every step of your shopping experience. If you have any further questions about the security of your information, don't hesitate to contact us.
Do you dispatch to my country?
We dispatch free of charge to every country in Europe, as well as to Canada.
Will my items be delivered in a single parcel?
We understand that you may be concerned if your items don't all arrive at the same time. However, there are several reasons why this can happen:
- A range of suppliers: We work with a variety of suppliers all over the world. To offer you the best possible selection, we don't always have every item in stock in our warehouse. As a result, your order may be dispatched from different places and arrive in several parcels.
- Faster dispatch: To speed things up, we dispatch items as soon as they are ready. So a product that is available immediately will be dispatched sooner than a product that needs a longer preparation time.
- Personalised products: If you have ordered personalised items, they may need extra preparation time and will be dispatched separately.
- Customs checks: Finally, parcels are sometimes held at customs for random checks, which can delay delivery.
We do everything we can to get your items to you as quickly as possible. Thank you for your patience and understanding.
Returns and exchanges
What is your returns policy?
Returns are only accepted within 14 days of receiving the parcel. However, to guarantee you a refund, all returned products must be in perfect condition.
Return shipping costs are at your expense. Proof of postage must then be sent to us by email as proof of delivery.
Returns can only be sent to the return address that we will send you by email.
Satisfied or Refunded guarantee
To be eligible for a refund if you are not satisfied with your product, your item must be unused and in the same condition as when you received it. It must also be in its original packaging.
I received the wrong item
If you have received the wrong item, please contact us immediately. We will do our best to resolve the problem as quickly as possible. We will ask you to return the incorrect item and we will send you the right one as soon as possible.
My order arrived damaged.
If you find that your order has arrived damaged, please contact our customer service immediately.
Your satisfaction is essential to us and we are committed to resolving any problem efficiently. Thank you for your understanding and cooperation.
How can I contact customer support?
You can contact us via the Contact page.
Can I change or cancel an order after placing it?
As a company, we attach great importance to customer satisfaction. That is why we give you the option to change or cancel your order within six hours of placing it. You can also change your delivery address during this time.
After these six hours, we will start the dispatch process for your order, and no changes or cancellations will be possible. This allows us to ensure fast, efficient delivery.
We therefore encourage you to check your order details and delivery address carefully when you make your purchase. If you have any questions or concerns, don't hesitate to contact our customer service. We are here to help.
Refunds (if applicable)
Once we have received and inspected the returned item, we will send you an email confirming that our team has received it. We will also let you know whether your refund request has been approved or rejected.
If your request is approved, your refund will be processed and a credit will automatically be applied to your credit card within one week.
Late or missing refunds (if applicable)
If you have not received your refund within 7 days of our confirmation, please contact us by email.
If the returned item was marked as a gift when purchased and was sent directly to you, you will receive a gift credit equal to the value of your return. Once we have received the returned item, a gift voucher will be sent to you by email.
You will be responsible for paying your own shipping costs to return your item. Shipping costs are non-refundable. If you receive a refund, the return shipping costs will be deducted from it.
Depending on where you live, the time it takes to receive your exchanged product may vary.