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Help and contact

 

Contact us

 

If you have any questions about your order or if you need more information about one or several products, please contact us via our contact form.

 

Help : Frequently asked questions (FAQ)

 

Please find the most frequently asked questions below. If you have other questions, please contact us.

 

I still not have received my order although I was debited

If you still not have your order, it's because :

  •    Your order is still being processed.
  •    There are missing products in your order, so you should have received an email specifying that one or several products were missing. If not, please contact the customer service.

I can't make the payment of my order

If you are not able to make the payment of the order, there are 2 possibilities :

  •    If you can't reach the payment page and return to the shopping cart page, it's because some products are out of stock. They will be noted as "out of stock". In this case and if you wish, you can leave us your email address and we will inform you when we will have receive a restocking of the product.
  •    If an error occurs at the end of the payment by credit card, please contact your bank.

I didn't find my invoice in the parcel, how can I obtain it ?

You will find your invoice in your account (click on "My account") on the website, then click on the link "Order history".

There are one or several missing products in my order

You have 48 hours after you receive your parcel to make your claim. You must send us an email specifying the missing product(s) and we will propose you a solution in order to mail the missing product(s) or to offer an immediate compensation. In "My account" section, you will be able to follow and monitor your returns.

There are one or several broken products

You have 48 hours after you receive your parcel to make your claim. Please contact the customer service via the contact form or via email.

I didn't receive the right product

You have 7 days to make your claim. Please contact our customer service to find an alternative solution.

How can I follow my order ?

You can follow the order status on the "My account" section. You have to log in to access the page. All your orders are available in the "Order history" page. So, you can check is your order has been treated and sent.

Can I pay by bank transfer ?

The bank transfer is one of the numerous payment possibilities that we offer you (please read our page "Secure payment" or our page "General Sales Conditions"). You can also pay with your credit card or via Paypal.

Can I pay by cheque ?

You can't pay by cheque.

Please choose between bank transfer or credit card. You can also pay with Paypal.

I want to order but I can't access the shopping cart, it is written "out of stock"

The mention "out of stock" means that the product is not available for sale at the moment. It may be temporarily out of stock or no longer available. You can ask to be notified when the product will be in stock again by completing the form "Notify when in stock" visible on the product datasheet. For the manufactured products, please contact our customer service to know the date of the restocking and the possibilities of order.

 

Do you deliver outside France ?

Currently, we deliver in the following countries : Belgium, Germany, Luxembourg, Netherlands, Spain, United Kingdom. However, some bulky or fragile products may not be delivered outside France. Please contact our customer service to have more information. To know the shipping costs, you just have to add your products to the shopping cart, then you have to choose the delivered country and to click on "Recalculate" to update the shipping costs.

How can I use my promotional code ?

When your are ordering, write the promotional code in the field "Voucher" in the shopping cart summary and click on "Add".

My promotional code doesn't work, why ?

If your promotional code doesn't work, it's perhaps the promotion is over or the code is incorrect.

I want to know my participation in shipping costs.

Shipping and packaging costs are calculated on the weight of the products purchased. To know the shipping costs, you just have to go to the "Delivery" page or to add your products to the shopping cart and to continue the order until the step "Shipping costs".

I made a mistake in my order...

If you want to modify your order, please contact our customer service via the contact form. Be careful ! It is possible that our customer service may not modify your order if it's an express delivery or it's already sent. In this case, our customer service will try to find the best solution.

I am not satisfied with my order, how can I return it ?

You have 14 working days to return the order as soon as your received it. The product must be returned in its original packaging and without having been used : to obtain the return address, please contact our customer service which will register your request and will send you the necessary documents. Once the product is returned and checked by our team, your order is paid back or you receive a purchase voucher, as you wish.

I can't log in anymore...

If a message appears saying that your email address does not match to the password, you need to ask for a new password. In the login area, click on "Forgot your password ?" and enter your email address. A new password will be sent.

I am asked for a password, what can I do ?

You are asked for the password from your member area. If you are not yet registered, you just have to write a password of your choice consisting of five letters or more. It will enable you to log in to your account, to track your order on Internet and to benefit from many other advantages (special offers...).

I am a professional and I would like to receive your prices.

You are a professional and you wish to receive our prices, to make a quotation or to contact us for further information ? Please write us via the contact form.