If you change your mind, don’t want the product, it doesn’t suit you or you simply want to make an exchange, you have a right of withdrawal of 14 days from the date of delivery. Simply follow the returns procedure:
- Print the return form sent in the email you received when confirming your order. It is in the invoice (pdf).
- Once your order has been confirmed, we cannot cancel or modify it. So please be careful with the information you provide (correct email address, complete delivery address, etc.). Your order is automatically entered into our system and sent to our warehouse overnight.
- Please tick off the item(s) you wish to return.
- Enter the reason off your return (this is always interesting for us).
- Place the return form in your parcel.
- Return the package to us (at your expense) as soon as possible. Be sure to keep your shipping receipt in case of a reclamation.
- Upon receipt at our warehouse, the parcel will be inspected and returned to stock. Refunds will be made within 3 to 14 working days.
- Please note that returned products must be new, clean, with their labels and preferably in their original packaging.
ATTENTION: no item will be refunded without a return voucher to identify the order.
I can't find my order confirmation email. How do I get the return voucher?
If you can no longer find your order confirmation email, contact us via the form , giving us as much information as possible (order number, name, etc.). We’ll find you in the system and send you the order confirmation email.
I've thrown away or torn the original packaging containing the item to be returned. What should I do?
Don’t panic, you can return the bag in the torn packaging or other protective plastic. Our warehouse will change it before putting the product back in stock.
How do I exchange a color or product?
We cannot offer direct exchanges. To exchange an item, you must send it back (at your expense) for restocking and refund (same procedure as a retraction) and place a new order.
How long does it take to receive a refund?
Once your parcel has been received at the warehouse, we do our best to process the returned items, return them to stock and process the refund immediately. This can take up to 14 working days.
I haven't received an order confirmation e-mail. Is this normal?
An order is validated on our side as soon as the payment has been confirmed by your bank (3D Secure). You will then automatically receive a confirmation email with your order number and invoice. If you haven’t received anything, first check your spam folder. If you still haven’t received anything, this means that the email you entered might be invalid (typing error). If this is the case, contact us to check the status of your order.
Why aren't returns free of charge?
While the law allows customers to retract their purchase within 14 days, this “indecision” has a considerable logistical and environmental cost. By charging for returns, we want to make customers more responsible in their purchasing process and avoid unnecessary deliveries. We already offer the cost of preparation and delivery with no minimum order (which is not refunded to us in the event of “retraction”, as well as the cost of restocking which is billed to us by our warehouse).