Customer service

Track my order

Enter the tracking number received by e-mail to find out where your parcel is.

The number is in the shipping e-mail. This button opens La Poste tracking: if your parcel has been entrusted to another carrier, use the tracking link given in that e-mail.

or

Log in to find the history and status of all your orders.

Your order's journey

  1. Order confirmedImmediateYou receive a confirmation e-mail with a summary of your order.
  2. Preparation24 to 48 working hoursYour parcel is prepared and checked before being handed to the carrier. Preparation cut-off time: 3 pm, Monday to Friday.
  3. DispatchTracking number sentAs soon as the parcel leaves, you receive an e-mail containing your tracking number.
  4. Shipping7 to 10 working daysEstimated total time from order: 24 to 48 hours of preparation, then 6 to 8 working days of transport. Shipping costs are displayed at checkout.

Frequently asked questions about shipping

I haven't received my tracking number, what should I do?

The tracking number is sent by e-mail at the time of dispatch, i.e. 24 to 48 working hours after the order. Remember to check your spam folder. After that time, contact us with your order number and we'll send it to you directly.

My tracking shows no information

A tracking number sometimes takes a few hours to be activated in the carrier's system, especially in the evening and at weekends. If no information appears after two working days, write to us: we'll open an enquiry with the carrier.

My parcel is marked as delivered but I haven't received it

First check with your neighbours and in your letterbox, then the nearest pick-up point: carriers sometimes leave the parcel there when no one is home. If you can't find it, write to us and we'll take over with the carrier.

Can I change my delivery address?

Yes, as long as the order hasn't been dispatched. Write to us as early as possible with your order number and the new address. Once the parcel has been handed to the carrier, we can no longer make the change on our side.

My parcel arrived damaged

Write to us as soon as you notice the damage, with photos of the parcel and the product. We'll replace or refund at no cost to you.

A question about your order?

We reply within 24 working hours, Monday to Friday.

Contact us