When should I pay my order?
If you have paid by transference or by PayPal, we will deliver your order once we had received the payment in our accounts.
If you pay with credit card, your order will be managed once we had received your bank permission. The credit card on-line payment is done through the security system CES (Sure Electronic Commerce) which codifies your bank data when they are transmitted through internet.
If any of the chosen articles are not available and we have received your payment we will refund you the unavailable product price.
Can I change my delivery address after having finished the order?
Once we have sent the order to the provided address when cannot change the delivery information. If you are not at home when your order arrives, the deliveryman will let you a notice letter in order to either be in contact with him to agree on a different delivery timetable or pick the order up in the messenger office.
Can I know my order state on-line?
Yes! You can check your order in every moment in the “Tracking order” field.
Moreover, when the articles are ready and the order had been sent, we will send you an email to let you know that your package has been sent. In the email you will find a link from where you can track your order and see its state.
Will I receive my order soon?
Most of our shipments are received between 1 and 3 working days after getting the payment.
When you make an order, at the moment when you choose the way of shipment, we will let you know the estimated delivery period to each option.
Which countries do you send products to?
All over the world! If your country is not in the list at the top right corner of your screen, please contact us and we will confirm you if your order can be delivered to your address.
IMPORTANT: we are not allowed to send some of our brands to some countries in particular.
Where is my order?
If you do not have your order in at least 10 days after having paid, please contact us (saying your name, email, tracking order and phone number) and we will solve your problem as soon as possible.
You can know where your order is clicking on « My orders » in the bottom right corner (My Account).
If you have any doubt about your order, please contact our Customer Service using the Customer Service Form, and they will be glad to help you.
How long will it last?
Your order will be delivered between 2 and 7 working days, depending on the country and the delivery way. In some occasions, there are possible delays by reasons that not under our control (accidents, traffic). Once the articles are prepared to be shipped, we will send you and email to inform you that your order has been sent and we will attach a link with tracking number.
How can I know the shipping costs?
The shipping costs are added to the product price. The shipping costs depend on the destination/ country where the shipment will be delivered.
Every time you add a product to the basket the shipping costs change automatically. You can check the final price including the shipping costs before finishing your purchase.
The shipping costs depend on the products volume and weight. In same cases, the shipping costs are not modified when you add an article to the basket.
How will be my package sent?
In the European Union you can choose the following options:
_ Postal shipping: All the products in stock will be sent to you in 4/7 working days.
_ SEUR-GLS: Terrestrial transport. All the products in stock will be sent to you in between 2 and 5 working days.
Countries Outside the European Union, you can choose one of the following options:
_ DHL AIR WORLWIDE EXPRESS: Express Air Service. All the products in stock will be sent to you in between 2 and 4 working days. You should choose a desired way of shipping from the basket. You can only choose the shipping during the purchase process.
IMPORTANT: The delivery time is estimated depending on you address and the order handle time is excluded.
What happens if I am not at home when the package arrives?
If you are not at home when the package arrives and the deliveryman cannot leave it to anyone or anywhere, the deliveryman will leave you a notice letter in order to contact with the postal office and find a different timetable. The deliveryman will come twice to your address to ship the package. If anyone can receive the package in the indicated address, please let us know you work address or a friend address.
What happens when my order has been returned because it could not been shipped?
Is it possible that we have the returned package because the deliveryman could not ship it to anyone at your address. In this case, we will contact to you in order to know if you are interested in receiving the order or if you prefer a refund.
If the package could not been shipped in a 2 weeks period, it will be returned to our offices.
Quels ont été-t-ils les motifs de retournement?
We can receive your returned package due to:
_Anybody could pick it up Turing 2 weeks.
_The package has been refused by the customer.
Can I have a delivery address different from the billing one? (For example if I want to send a present to someone in a different town)
Yes! It is possible to send a package to a different address from the billing one. However, for shipments out of the EU and due to Customs problems, the order must be made with the same name and the same delivery address and with the country destination currency.
All the required information during the purchase process should be filled with the addressee personal information.
Can I cancel an order after the delivery?
Once your order has been sent you cannot cancel it. If you want to cancel an order, you must do it before the shipment, we will refund you the payment including the shipping costs. It is important that you contact us the same day you make the order in the case that you want to cancel it.
Will you send my order if there are any product out of stock?
Case 1: When you are purchasing:
When you make an order, in the product details we show if the article is available and ready to be sent or if it has an estimated availability date. Once we have all the desired products in our storehouse we will send you the full order.
Case 2: When we are preparing your package:
If your order is ready to ship and while we are preparing the package we find a mistake in the stock, we will ship the products available and we will refund you the money of the missing product.
Case 3: While preparing your package:
If any of the desired articles are going to be out of stock for a long time, we will send you an email with a list of similar products, but we will need your authorization to make the exchange. If you do not want an exchange we will refund you the amount paid.