Frequently Asked Questions

Can I check the status of my order?
As soon as your order has been shipped, you will receive a confirmation email with a Collissimo Access or Mondial Relay tracking number. In addition, you can track your order in your account via the tracking link, as soon as your order is shipped.

What are the delivery times?
Delivery in France: between 2 to 5 days depending on the choice of delivery
Delivery in Europe: between 3 to 8 days depending on the choice delivery

Can I change my delivery address after placing an order?
If your order is not shipped, you can contact us via the email for Colissimos.
On the other hand, once your place of delivery has been chosen for Mondial Relay, it is no longer possible to change it.
You can reach them directly to redirect your package to Relay global customer service.

Can I buy a product that is out of stock?
If the product is no longer in stock, but is subject to renewal of stock with an announced delivery date you will be able to place a pre-order. The shipment will be made as soon as the product becomes available again.
If the product is at the end of its cycle, the product will be closed when ordering
For each launch of a new product, pre-orders may be set up to purchase the product in advance and receive it as soon as it arrives in stock.

Why are some products discontinued?
Sometimes it can happen that the production of certain products is interrupted. This happens when demand drops significantly or to make room for new products. However, we will be at your disposal to find you the best replacement product.

How to return a product
Returns are free. For any exchange or refund request, please contact within 30 days of the date of your order (except pre-sales the delivery date will prevail). Our teams will assist you and send you a prepaid return slip, provided the product is returned in good condition and in its original packaging within a maximum of 15 days after issuance of the return slip.