FAQ

Delivery and Returns

How long does delivery take?
We ship within 24 / 48h from order validation, except weekends (72h)

What are the delivery times?
The processing of your order in our warehouses, shipping and delivery require our logistics services within 7 to 15 working days. Please note that due to exceptional circumstances around Covid 19, our deadline may be extended by a few days.

How do I track my order?
Once your order has been shipped, an email will be sent to you with a tracking number. Simply copy it and go to the "Tracking my order" tab in the main menu.
If you have any complications, send us an email.

Tracking indicates that my order was delivered, but I haven't received it
If the carrier has not reported the package, we invite you to check with your neighbourhood, but also the places around you where the package could have been left by the carrier (delivery points, tobacconist ...).

We invite you to also go to the post office with a copy of your tracking number. Finally, if you still haven't received your order, please contact our customer service via email.

My order is incomplete or incorrect
If your order does not match your purchase, we invite you to contact our customer service within 24 hours of receiving the package.
An investigation will then be opened with our customer service operator. Please keep the package until it is determined that it is no longer required for the investigation.

Additional Help

I didn't receive an order confirmation email
If you have not received an email confirmation of your purchase, we invite you to contact us by email or via our contact form with your full name, address and place of delivery. A reply will be given to you within 24 hours.

Can I cancel an order that has not been received?
Concerned about the quality of our logistics service, we are very fast in processing orders to ensure that we deliver to you on time. Once we have validated your order, we cannot change or cancel it, as our logistics department has already started preparing the order. However, if you still want to return your order after receipt, we invite you to contact our customer service department to initiate the return and refund procedure.