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Answers to the most frequently asked questions about purchasing

Orders and shipments

  • Shipping time is 24/48 hours after your order has been processed.
  • Local delivery times vary from 4 to 8 days.
  • International delivery times vary from 7 to 21 days.

Please note that these times do not include weekends and public holidays. You will receive a tracking number by e-mail as soon as your parcel is dispatched, so you can follow the progress of your delivery in real time.

If you do not receive your order, please contact our customer support team within 7 days of the delivery date indicated on your tracking information.

We would like to inform you that, to ensure safe transport, the battery is always shipped separately. You should receive it within the next few days. We apologize for any inconvenience caused.

You can create an account in the member area by clicking on "create an account" or when placing your order.

To change your delivery address, please contact us.

You can track your order using your parcel tracking number at this page.

The security of your personal information is a priority for us. As an online store, we do not keep your credit card information on file. When you make a payment on our site, your payment information is processed securely by our payment service provider, in accordance with current security standards. We do not store this information on our servers, which guarantees maximum protection of your sensitive data. We make every effort to ensure the confidentiality and security of your information when you make transactions on our site.

Yes, we are required to charge sales tax in accordance with applicable law. The amount of sales tax depends on the jurisdiction in which you make your purchase. When you place an order on our online store, the applicable taxes will be automatically calculated and added to your order total. The amount of sales tax will be clearly indicated on the payment page before you finalize your purchase. Please note that tax rates may vary depending on your geographical location and local tax regulations.

We strive to offer international delivery to serve our customers worldwide. Please check the availability of delivery in your country during the checkout process. When finalizing your purchase, you will be able to select your country from the list of delivery options. If your country appears in the list, this means that we can ship our products to your destination. However, please note that shipping restrictions may apply to certain items depending on local laws and regulations. If you have any problems or specific questions about shipping to your country, please contact us and we'll be happy to help.

Whenever possible, we try to combine the items in your order into a single package for practical reasons and to reduce shipping costs. However, your items may be shipped separately if :

  1. Items from different warehouses: If your items are stored in different warehouses, they can be shipped individually to ensure faster delivery.

  2. Some items are on pre-order or out of stock: If some of the items you have ordered are on pre-order or out of stock, we may choose to ship them separately as soon as they are available, so that you can receive the available items more quickly.

In all cases, you will receive tracking information for each package shipped, allowing you to follow the progress of your items. If you have any questions or concerns regarding the shipment of your order, please do not hesitate to contact us, and we will be happy to assist you with any additional information.

If you need to exchange an item

Feedback and discussion

We understand that sometimes you may need to return an item. Our return policy is designed to provide you with a satisfactory experience in the event of a problem with your purchase. Here are the main points of our return policy:

  1. Return period : We accept returns within 30 days of receipt of your order. Please note that some items may be subject to return restrictions due to their nature (e.g. perishable products, intimate products, etc.).

  2. Condition of items: Returned items must be in their original condition, unused and with their labels intact. They must be accompanied by all accessories, manuals and original packaging.

  3. Returns process : To initiate a return, please contact our customer service department. They will guide you through the necessary steps and provide you with a return label, if required. Please note that return shipping fees may apply, except in the case of a defective product or error on our part.

  4. Refunds or exchanges: Once we have received and inspected the returned items, we will refund the total amount of the purchase (excluding delivery costs) according to the original method of payment. If you prefer an exchange, please let us know when you request a return.

Please see our returns policy page on our website for detailed information specific to your situation. If you have any further questions about our returns policy, please do not hesitate to contact us. We're here to help you resolve any issues you may have with your purchase.

We sincerely apologize for this error. We understand how important it is to receive the correct item you ordered. Here are the steps to take to resolve this issue:

  1. Contact our customer service department: Please contact us as soon as possible to inform us of the situation. Explain in detail the item you received by mistake and the one you ordered.

  2. Returning the wrong item: We will provide you with instructions on how to return the wrong item. In most cases, we will send you a prepaid return label so that you can send the item back to us at no extra charge.

  3. Receipt of correct item: Once we have confirmed the return of the incorrect item, we will ensure that the correct item is sent to you as soon as possible. We apologize for any inconvenience this may have caused.

  4. Process monitoring: Throughout the entire process, our customer service team will be on hand to keep you informed about the status of the return and the new shipment.

We will make every effort to resolve this situation quickly and efficiently. Your satisfaction is our priority and we will do our utmost to rectify this error.

We're sorry to hear that your order arrived damaged. We understand your frustration and are committed to resolving this issue for you. Please follow the steps below to help us resolve the situation:

  1. Take photos: Take clear photos that clearly show the damage to the packaging and the items inside. This will help us assess the extent of the damage.

  2. Contact our customer service: Please contact us immediately to inform us of the incident. Send us photos of the damage and explain the situation in detail. We'll be there to guide you through the return and replacement process.

  3. Returning a damaged item: According to our return policy, we will tell you how to return a damaged item. We will provide you with a prepaid return label, if applicable, so that you can send the item back to us at no extra charge.

  4. Replacement or refund: Once we have received the damaged item and assessed the damage, we will replace the item or refund your purchase in full, whichever you prefer. We will endeavour to resolve the problem as quickly as possible.

Your satisfaction is important to us, and we apologize for any inconvenience caused by this incident. We will do our utmost to offer you a satisfactory solution and rectify the situation.

Once you have obtained a return authorization from our customer service department, they will provide you with all the necessary information, including the specific return address to use. Please follow these instructions to return your item appropriately. Generally, the return address will be that of our returns processing center.

It is important to follow the instructions provided by our customer service department to ensure that your return is processed correctly and without delay. Be sure to pack the item carefully in its original packaging or suitable packaging to avoid further damage in transit.

If you have any questions or concerns about the return address or the returns process in general, please do not hesitate to contact our customer service department. We're here to help and make sure your return is handled efficiently.

We're here to help you and provide quality customer support. Here are the different options for contacting us:

  1. Customer service by phone: You can reach us by phone by dialing our customer service number, which is usually listed on our website. Our representatives will be available to answer your questions, resolve problems or provide additional information.

  2. Customer service by e-mail: You can contact us by e-mail using the contact address shown on our website. Send us an e-mail detailing your question or problem, and our customer service team will get back to you as soon as possible.

  3. Live chat: Some websites offer a live chat service where you can chat in real time with a member of our customer service team. This option allows you to get instant assistance with your questions or concerns.

  4. FAQ and online resources: Before contacting us, please consult our FAQ page on our website. It may contain answers to frequently asked questions. We also offer online resources such as user guides, how-to videos and help articles that may answer some of your questions.

We are committed to providing you with excellent customer service and solving your problems efficiently. Please feel free to contact us using any of these options, and we'll be delighted to help.

If you have accidentally entered an incorrect delivery address when placing your order, please follow these steps to resolve the situation:

  1. Contact our customer service as soon as possible: Please contact us immediately to inform us of the error in the delivery address. The sooner you inform us, the more likely it will be possible to correct the address before your order is shipped.

  2. Changeability check: We will check the feasibility of changing the delivery address before your order is dispatched. Depending on the processing status of your order, there may be limitations to address modification.

  3. Corrections where possible: If your order has not yet been shipped or is still being processed, we will do our best to update the shipping address with the correct information.

  4. Shipment tracking: If your order has already been shipped before you contact us, it may be difficult to correct the delivery address. In this case, we recommend that you carefully track the shipment using the tracking information provided. You can try contacting the delivery service directly to see if it is possible to correct the address en route.

It is important to note that if your order has already been dispatched and the incorrect delivery address cannot be corrected, there may be delays or additional charges to collect or re-ship your order to the correct address. Please contact our customer service department for further advice and assistance in this situation.

We understand that circumstances may arise after an order has been submitted, requiring modification or cancellation. Here is the information concerning the possibility of modifying or cancelling an order:

  1. Order changes: If you wish to make any changes to your order, such as size, color or quantity of items, please contact our customer service department as soon as possible. We will check the status of your order and do our best to make the requested changes, depending on product availability and when the order is processed.

  2. Order cancellation: If you wish to cancel your order, please contact us as soon as possible. If your order has not yet been shipped or processed, we can usually cancel it without any problems. However, if your order has already been processed or shipped, it may be more difficult to cancel. In this case, you may have to wait until you receive the order and then request a return in accordance with our returns policy.

Please note that exceptions may apply, in particular for personalized items or pre-ordered items. Furthermore, we cannot guarantee that modifications or cancellations will always be possible depending on the order processing status.

For all modification or cancellation requests, it is important to contact our customer service department as soon as possible. They will be able to guide you through the process and provide you with the options available according to your specific situation.

Thank you for your interest in our product, even though it is currently out of stock. The possibility of pre-ordering an item depends on its future availability and our specific pre-order policy. Here is some general information on this subject:

  1. Pre-order availability: In some cases, we may offer the possibility of pre-ordering an item that is currently out of stock. This means that you can place an order for the item and reserve your copy before it becomes available again.

  2. Pre-order conditions: Pre-order conditions and lead times may vary for each item. Please consult the relevant product page for detailed information on availability, expected shipping dates and specific pre-order conditions.

  3. Payment and confirmation: When you pre-order an item, it is common for payment to be made at the time of ordering or just before the item is shipped. Be sure to read the pre-order instructions carefully to understand the payment and confirmation conditions.

  4. Communication and updates: During the pre-order period, we will keep you informed of the status of your order and any updates regarding the availability of the item. You will receive e-mail notifications or you can check the status of your pre-order on our website.

Please note that pre-ordering does not always guarantee immediate availability. Scheduled shipping dates may change depending on production factors and demand. If you have specific questions about pre-ordering an out-of-print item, we recommend that you contact our customer service department. They will be able to provide you with more precise information and help you with the pre-ordering process.

Contact

Customer service (available from 8.30 am to 7.00 pm, Monday to Sunday, excluding public holidays) - Closed on Saturdays and Sundays.
E-mail support: [email protected].

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