FAQ on Delivery and Returns
Not satisfied with the product? Wrong size? Click on this return form to complete and include in your parcel for a refund or exchange.
When will I receive my order?
Any order placed before 1 PM will be shipped the same day.
Delivery times depend on the shipping method selected when placing the order. You can find information about delivery times for each shipping method on our website.
Can I track my delivery?
Yes, you can track the status of your delivery by logging into your account on our website or by using the tracking number provided in your shipping confirmation.
Can I change the delivery address after placing my order?
If your order has not yet been shipped, you can contact our customer service to change the delivery address. If your order has already been shipped, it will be difficult to change the delivery address.
Do I need to be present for delivery?
For home delivery, yes, it is preferable that you are present to sign for receipt of your order. If you are unavailable, please contact our customer service to discuss the available delivery options.
What is the delivery cost?
Delivery costs depend on the shipping method selected and the delivery location. Information about shipping costs can be found on our website during the checkout process.
Do you offer international delivery?
Yes, we offer international delivery to certain locations. International delivery options and costs can be found during the checkout process on our website.
Available delivery services
We offer several delivery options to meet your needs:
Available delivery services
We offer several delivery options to meet your needs:
- Colissimo without signature
- Colissimo pickup point
- Colissimo with signature
- Chronopost 2Shop pickup point
- Chronopost before 1 PM
- Mondial Relay pickup point and locker
- UPS pickup point, home delivery and express
Shipment of your parcel
Once your payment is received, we commit to shipping your parcel the same day if you place your order before noon. If you place your order after noon, we will ship your parcel within the next 24 hours, on business days of course. Delivery is handled by one of our delivery services and you can choose between home delivery or pickup point delivery. You also have the option to choose delivery with or without signature. We send you a link to track your parcel online, regardless of the delivery option you choose. The shipping fees we apply include preparation and packaging costs as well as postage. Preparation costs are fixed, but transport costs vary depending on the total weight of the parcel. To avoid additional shipping charges, we recommend grouping all your items into a single order. Finally, we pay special attention to fragile items and package them carefully to avoid damage during transport.
Refund
If you are not satisfied with the item received, you may return it at your own expense. Once we receive the item, we will refund the product amount. If we made an error and the ordered item is no longer in stock, we will refund the full product amount as well as the shipping costs.
Damaged/lost product
If the product you ordered is damaged or lost, we undertake to resend the product free of charge and we will handle the claim with the carrier. However, we also recommend that you file a claim with the carrier on your side.
Return & exchange policy
We accept returns within 14 days following receipt of your order, provided that the items are in their original condition, unused, and with all original tags and packaging. However, personalized or custom-made items cannot be returned unless they are defective. Return shipping costs are the responsibility of the customer. In the event of an error on our part regarding the size, we will send you a return label so that you can send back the wrong size. We will then send you the correct product at our expense. If you made an error when placing your order, you will need to return the item at your own expense. Once we have received the item, we will send you the correct model free of charge. If you need to return items, you can send them to the following address: Fan Avenue, 11 rue de la Cotterie, 40230 Saint Vincent de Tyrosse.
Missing item in your order
If you notice that an item is missing from your order, do not worry. We are here to help. We undertake to send the missing product to you free of charge. To do this, simply contact us as soon as possible to report the missing item and we will process your request as quickly as possible. Your satisfaction is our priority, and we will do everything we can to help you recover the missing item at no additional cost.
Delivery delays
We do our best to ensure that your order arrives within the expected timeframe. However, delays may occur due to unforeseen circumstances such as adverse weather conditions, peak periods, or customs delays. Please note that we are not responsible for delays caused by the selected carrier or delivery service we use. However, we remain available to inform you of any known delay and help you track your parcel. We are here to provide you with a satisfactory delivery experience.
Delivery areas
We are proud to deliver our products to most countries in Europe. However, if your country does not appear in the list of delivery options during checkout, please do not hesitate to contact us to discuss your delivery options. We are here to help you find a solution suited to your needs. We will do our best to find a satisfactory solution.