Help Desk

Help Desk

# Support

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My order

I want to cancel/modify my order

Once your order is validated, it is promptly sent to our logistical teams who ensure it is prepared and shipped as quickly as possible. If the status of your order is "Being prepared," then unfortunately it is no longer possible to modify it.

What should I do if I encounter a problem with my order?

If your order arrives damaged or incomplete, please contact our customer service department no later than 14 days after the date of delivery, and include a picture of the item(s) concerned: we'll work with you to find a quick solution to the problem!

How can I pay for my order?

We only accept payments by credit card (Visa, MasterCard) or PayPal.

Is the website secure?

Payments are not made on our website but on the PayFlex payment platform.
This payment platform is secure and all data is encrypted via HTTPS, which means you have nothing to fear.

I am unable to finalize my order because my payment has been declined. What should I do?

Please contact our customer service department by email by clicking here . We will find out what happened with your payment and promptly offer you an alternative solution.

Delivery

What are the delivery options and shipping times?

All orders are sent via Colieco. If your order is listed as "shipped," then it is on its way to your address. Please allow for 3-7 days for your order to be delivered. You will also receive an email confirming that your order has been shipped.

Will my order be left in my mailbox?

If the package can fit inside your mailbox, then it may be left there, yes. If it is too big, then you will receive a delivery notification and the package will be kept at your regular post office for you to pick up.
Feel free to inquire at the post office by specifying that you are expecting a shipment by Colieco (don't forget your ID!).

How much are the shipping fees?

The shipping fees are €5.90 for a single shipment to an address in France.

How can I track my package?

Once your order has shipped, you will receive an email indicating your package is on the way. Your order should arrive 3-7 days after reception of this email.
Please note: For Colieco deliveries, it is not possible to track your package on the "La Poste" website.

I haven't received my order. What should I do?

If 10 days have passed since receiving the shipment confirmation and you have yet to receive your order, please contact our customer service department via your customer account by clicking here .

What should I do if my order is returned to the sender due to a delivery problem or a problem with my address?

If your order is returned to our logistics platform, we will send you an email to let you know. Simply contact us by email so we can work out the best possible solution.

Miscellaneous

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

Returns

Can I return an item?

Yes, you can request a return for your product(s) from our customer service department within 14 days of the delivery date of your order.
If you wish to return an item that belongs to a pack, the entire pack must be returned. A partial return will not be accepted.

How do I return an item?

1) Request a return (subject to validation)

Log into your customer account and click on "Order history" and then on "Details" for the order which contains the item(s) you wish to return. Next, click on the item(s) you wish to return, indicate the reason for the return, and click on "Return a product."

All items must be returned intact, unused, and unopened. For product packs, only the entire pack can be returned. A
partial return will not be accepted.

You will receive an email informing you that your return request has been processed. The status of the request will either be "Awaiting package" or "Rejected" if the return conditions have not been met.

2) Once your request has been accepted

Once your return request has been accepted, the status of the product return will be listed as "Awaiting package." You can then print out your return label which contains the return address.
This label must be affixed to your package. Without the return label, the package is likely to be refused.

Your return must be sent no later than 7 days after the customer service department has accepted your return request. Be sure to keep the delivery slip stamped by the post office which proves you sent the package back.

Reminder: All items must be returned intact, unused, and unopened.
For product packs, only the entire pack can be returned. A partial return will not be accepted.

Will I have to pay the return shipping fees?

Yes, the return shipping fees are the responsibility of the customer.

How long does it take to process a return?

1) In the case of a package returned by the post office:

You will receive an email once the package has arrived at our logistics platform. Simply let us know what you prefer: a resend or a refund.

2) In the case of a return within the cancellation period:

The package will be verified by our return service. If the return conditions have been met, the refund will be validated no later than 30 days upon reception of the package.

When will I be refunded?

You will be refunded no later than 30 days after your return is delivered to our logistics platform. We will send you a notification to let you know that your return has arrived.

How will I be refunded?

Your payment will be refunded back to the credit card or PayPal account you used to place the order.

Miscellaneous

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 can I modify my personal information (name, email address, etc.)?

To modify your personal information, log into your customer account and go to "My information." Don't forget to save your modifications!

What is my customer account used for?

Your customer account is the link between you and us. The information in your customer account is secure, and only you can modify it.
All communication with us is done via email.
Your customer account also allows you to view and track your orders, and manage your personal information and subscription.

Can I modify my delivery address?

Once your order has been validated, it is promptly sent to our logistical teams who ensure it is prepared and shipped as quickly as possible. If your order is "Being prepared," then unfortunately it is no longer possible to modify it.
Nevertheless, you can modify your delivery address for your next order, and if your order is not yet "Being prepared," then you can also "Update" it in your "Addresses." Be sure to save any changes!

Can I modify my billing address?

You cannot modify your billing address. But don't worry, your billing address is only provided for informational purposes and no documents will be sent there.
If you wish to receive an order invoice, go to My account > Order history > Invoice. Click on the PDF.

I forgot my password. What should I do?

If you forget your password, don't sweat it! You can request a new password by clicking here . The new password will be automatically sent to you by email.

I have yet to receive an email from you (order confirmation, shipping confirmation, etc.). What should I do?

Are you sure our emails have not landed in your Spam folder? Have a look for emails from us there, and save our email address so our emails do not land there automatically.
It is also possible that the email address you entered while creating your account is incorrect. To check it, go to My account > My information and verify the information that is entered.

Miscellaneous

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