Frequently Asked Questions
● Is the service continuous despite the Covid-19?
Yes. Despite the current situation of the Covid-19 coronavirus pandemic, our team and postal services continue to work to ensure the delivery of all orders, following strict hygiene and protection guidelines to avoid contamination. However, it is quite possible that the delivery times are a little longer than usual. In addition, in order to guarantee the good health of the staff and to remain available for you, our team continues to work from home to answer all your questions and requests and thus resolve any incident with the orders.
● How can I track my order?
As soon as you have validated your order, you will automatically receive a confirmation email to the email address you provided. You automatically receive a shipping confirmation message when your order ships. This message informs you of the parcel number (Colissimo or Chronopost) and offers you a link to the website for tracking your delivery. If you have chosen delivery to a So Colissimo relay point (post office, merchant or Colissimo space), you will receive an SMS and an email informing you of the availability of your order.
● What are the delivery times?
Upon receipt of your payment, the order is processed and shipped as soon as possible (within 3 working days). Delivery takes place within an average of 2 to 3 working days (except Sunday and public holidays) for mainland France and 5 days for European Union countries from your payment.
● My package has not yet arrived, what should I do?
There are several ways you can check the status of your order. As soon as your order is ready to send, you will receive an email with a link allowing you to track your package. So you can see the status of your order in a very easy way. If you have any questions about the delivery, please contact one of our parcel transport companies whose contact details are given to you in our dispatch notification email. The request for delivery on a desired date is generally available from most parcel delivery companies.
● My package was damaged during transport, what should I do?
We pay maximum attention to our services, both on the quality of our products and on our packaging. However, if your order is damaged during transport, please send us your order number with photos showing the damage to firstname.lastname@example.org. You also have the right to refuse a damaged package during delivery.
● How do I return one or more items?
If an item does not meet your expectations, you have 14 days to return it in its original packaging for exchange or refund, after notifying us by e-mail. The return costs will nevertheless be at your charge, unless the return is due to an error on our part. Only products returned complete, in good condition and in their original packaging as we will have delivered them to you, will be taken back or exchanged. Returns are only accepted if we have been notified by email to: email@example.com. In case there are any damaged items, please contact us.
● Is the invoice in the package?
No. As we take care to protect the environment as best as possible, we do not put any invoice in our packages. They will be sent to you exclusively by e-mail in PDF format after validation of the order.
● You did not find the information you were looking for?
For any questions, you can contact us by phone on 02 50 06 18 40, by email at firstname.lastname@example.org or via the contact form available on our site.