Frequently Asked Questions
If some products do not correspond to those ordered, we apologise for this error. We invite you to contact our customer service as soon as possible via chat, the contact form available in the ‘Contact us’ tab or by telephone on +33 4 85 21 31 78.
As your order is registered in your name, you can go directly to the shop as soon as it has informed you that your order has arrived. You will need to bring your identity card, which corresponds to the name of the person who placed the order.
Before starting any procedure, please make sure that a member of your family or someone close to you (neighbour, caretaker) has not received your parcel in your place.
If you have been away for more than 7 days, it is possible that the parcel will be returned to us after the conversion period at your post office has expired. Your tracking will then say ‘Parcel returned to sender’.
If, despite this, you are still unable to trace your parcel, please contact our customer service department via chat, the contact form available in the ‘Contact us’ tab or by telephone on +33 4 85 21 31 78.
If you have been away for more than 7 days, it is possible that the parcel will be returned to us after the conversion period at your post office has expired. Your tracking will then say ‘Parcel returned to sender’.
If, despite this, you are still unable to trace your parcel, please contact our customer service department via chat, the contact form available in the ‘Contact us’ tab or by telephone on +33 4 85 21 31 78.
If your delivery address is incorrect, you can change it in the ‘information’ tab of your customer account before placing your order.
If you have already placed an order and your delivery address is not correct, we invite you to contact our customer service via chat, the contact form available in the ‘Contact us’ tab or by telephone on +33 4 85 21 31 78.
If you have already placed an order and your delivery address is not correct, we invite you to contact our customer service via chat, the contact form available in the ‘Contact us’ tab or by telephone on +33 4 85 21 31 78.
If you are absent when your parcel is delivered, the carrier will leave a delivery notice in your letterbox specifying the day and time of the delivery and the address where you can collect your parcel. You will need to go to the address indicated, taking the delivery notice and your ID with you.
The carrier may also decide to make a re-delivery. In this case, you will be notified by e-mail of the re-delivery.
The carrier may also decide to make a re-delivery. In this case, you will be notified by e-mail of the re-delivery.
We undertake to prepare your order within a maximum of 3 working days.
Once the order has left our warehouse, it will be delivered to you within :
1 to 5 working days* for mainland France, depending on the delivery option chosen,
3 to 5 working days* for the EU
5 to 10 working days for orders outside the EU (average delivery time depending on the destination and availability of the item).
*This delivery time may be longer during busy periods such as sales and the festive season.
Once the order has left our warehouse, it will be delivered to you within :
1 to 5 working days* for mainland France, depending on the delivery option chosen,
3 to 5 working days* for the EU
5 to 10 working days for orders outside the EU (average delivery time depending on the destination and availability of the item).
*This delivery time may be longer during busy periods such as sales and the festive season.
When your order is dispatched, you will receive an e-mail with the tracking number for your parcel. You can then go to your account or the ‘Help and Services’ section.
If you have any questions about the delivery of your order, please contact customer services via chat, the contact form available in the ‘Contact us’ tab or by telephone on +33 4 85 21 31 78.
- In-store delivery: Enter the tracking number sent to you by e-mail when your parcel was dispatched and follow its progress on the carrier's website.
- Colissimo home delivery: Enter the tracking number sent to you by e-mail when your parcel was dispatched and follow its progress here.
- Chronopost express home delivery: Enter the tracking number of your parcel sent by e-mail when it was dispatched and follow its progress here
- DHL express home delivery: Enter the tracking number of your parcel sent by e-mail when it was dispatched and follow its progress here
- Relay point delivery: Enter the tracking number of your parcel sent by e-mail directly on the carrier's website.
If you have any questions about the delivery of your order, please contact customer services via chat, the contact form available in the ‘Contact us’ tab or by telephone on +33 4 85 21 31 78.
|
AREAS |
CLICK AND COLLECT |
FREE THRESHOLD |
EXPRESS DELIVERY |
|
France |
Free |
Gratuit Colissimo |
7.00 EUR (Chronopost) |
|
United States |
Free |
400 USD |
9.90 USD (DHL) |
|
United Kingdom |
Free |
300GBP |
9.90 GBP (DHL) |
|
Germany |
|
250 EUR |
9.90 EUR (DHL) |
|
Belgium |
Free |
250 EUR |
9.90 EUR (DHL) |
|
Spain |
Free |
250 EUR |
9.90 EUR (DHL) |
|
Netherlands |
|
250 EUR |
9.90 EUR (DHL) |
|
Switzerland |
Free |
350 CHF |
9.90 CHF (DHL) |
|
Sweden |
Free |
2900 SEK |
120 SEK (DHL) |
|
Norway |
Free |
2900 NOK |
115 NOK (DHL) |
|
Australia |
|
500 AUD |
17 AUD (DHL) |
|
Rest Of Europe |
|
250 EUR |
9.90 EUR* (DHL) |
|
Rest Of the World |
|
250 EUR |
10 EUR* (DHL) |
*Prices are subject to exchange rates.
For all international orders, details of taxes are available in the payment checkout.
We use several carriers to ensure delivery of your order within 48 working hours.
For deliveries to France, we use La Poste's Colissimo and Chronopost services.
There are several delivery options available to you:
For deliveries to France, we use La Poste's Colissimo and Chronopost services.
There are several delivery options available to you:
- Home delivery via Colissimo
- Express home delivery via Chronopost
- Delivery to a relay point
- Delivery to a Fusalp boutique.
