My Orders

I have several questions about orders / exchanges / returns / purchases / etc. In short, who can I write to?

Write to us at we are here for you!

Online customer service (chat) is available?

And yes! It is available at the bottom right under the little bubble. During opening hours, an agent is online to answer ALL your questions. Our opening hours are from Monday to Friday from 9:30 a.m. to 17:00 p.m. If we are not online when you have a question, you can write to us on this chat, an email will be sent directly to us and we will answer you as soon as possible to your email. We are currently in the test phase so it may be that the opening hours change in the next few days. Do not hesitate to write to us to mention the opening hours that you prefer!

How can I be sure that my purchase has been made correctly?

We will confirm receipt of your order by sending an email. If you do not receive a confirmation, please contact us at

Can I know where my order is?

Yes, you can see the updated status of your order in real time. To do this, use the tracking number you received when confirming your order. Click directly on it to see in real time the route of your package.

According to my tracking #, my order has a status "delivered" but it is not at home. What do I do?

A period of 3-5 working days must be allowed before initiating an inquiry with the delivery company. Sometimes the parcel will arrive the next day or the next day. You can also contact the delivery company directly with your # tracking.

Can I delete an item from my order?

Yes. From your cart, it is possible to eliminate items that you do not want to receive before making your order.

Can I cancel my order?

Yes. If the order has not been shipped, simply write to and we will refund the order.

I received a gift card or I have a promotional code, how do I apply it?

At the end of your order, at the time of payment, there is a box "Promotional Code", you must enter the number of your card or your promotional code there.

Why can my credit card be declined?

Your credit card may be declined for any of the following reasons:

  • Your card has expired. Check the expiry date of your card.
  • You may have reached the limit of the available amount of the card. Consult with your bank the authorized amount of your card.
  • One of the data you entered is incorrect. Check that you have correctly entered the data in the corresponding fields. Sometimes the postal code associated with the card is not the same as that of the delivery address. Make sure the billing address is the right one.

Are credit card payments secure?

Yes, the data is transmitted encrypted by SSL. For payment by credit or debit card it is necessary to enter the CVV (Card Verification Value) code. This is a code printed on credit cards used to secure e-commerce transactions. This is the 3 digit code shown on the back of your card.