- When will my order be shipped?
- When will my order be delivered?
- Why is my order still in preparation?
- How to track my order?
- I want to have an invoice
- I have not received an order confirmation email
- I made a mistake in my order
- I want to cancel my order
- Why was my order canceled?
When will my order be shipped?
All orders placed before midday on weekdays (from Monday to Thursday inclusive) will be prepared and shipped the same day. If your order was placed on weekends or after 12 noon, it will be processed the next business day.
When will my order be delivered?
Delivery times differ according to the delivery method chosen. Visit our Shipping section for more information.
Why is my order still in preparation?
Our products are stored in several warehouses. This may require additional time to prepare your order. We make every effort to have your order delivered as quickly as possible.
How to track my order?
Sign in to your customer account and go to Orders . You will then be able to follow all the steps of your order: payment registered, waiting for preparation, in preparation, shipped …
I want to have an invoice
Once your order is shipped, log in to your customer account, go to Orders and click on the order for which you want to get an invoice.
I have not received an order confirmation email
At each order, we send you a confirmation e-mail.
- However, e-mails can be blocked by anti-virus or anti-spam software. We invite you to check in the junk mail of your mailbox or in your box with spam that the message did not slip there.
- have you checked the accuracy of your email address? If it is incorrect, modify it and contact customer service so that we can send you back any messages you have not received.
I made a mistake in my order
First check the status of your order in the “Orders” section of your customer account.
- If your order has not been prepared or shipped yet, contact customer service so we can modify your order before it is ready.
- if your order has already been paid for by the carrier, you will need to make a return request
I want to cancel my order
First, check the status of your order in the Orders section of your customer account.
- if you have not paid your order yet or if it has not yet been processed by our customer service click on “Cancel your order”.
- otherwise, quickly contact our customer service so we can cancel and refund.
Why was my order canceled?
If you have chosen to pay your order by phone, you have a period of 24 hours to pay your order.
After these deadlines, we will be forced to cancel your order. A reminder message will be sent to you before any cancellation.
It also happens that in very rare cases we are not able to deliver the ordered item. We proceed to cancel the order.
In this case, our customer service contacts you to inform you of the reasons for the cancellation.