my order

Track my order

“The delivery information for your order is sent to you by email upon shipment of your order:

  • The carrier’s name
  • The parcel tracking number
  • The estimated delivery date
  • The tracking link on the carrier’s website

Have you not received an email?”

Then, go to the carrier’s tracking platform, equipped with your tracking number:

The tracking number is available in your customer account, under the “My Orders” section.

Order modification and cancellation

We can only modify the delivery information related to an order, not its content. To change the content of your order, please cancel it and place a new one.

To modify or cancel an order, please contact our Customer Service by email by clickin here.

Select the reason “Request for order cancellation/modification” and include in your request:

  • Your first and last name.

  • Your order number (an 8-digit number starting with 33).

  • The date and time of your order.

  • The email address used to place the order.

    Our Customer Service will get back to you as soon as possible, via email or phone.

NOTE: An order can only be modified or canceled if it has not yet been shipped. Please contact us as soon as possible so that we can accommodate your request.

My order arrived incomplete or damaged

Did your parcel arrive damaged or incomplete? We are sorry to hear that. To ensure our Customer Service can assist you, please follow these steps:

Take a photo of the parcel and/or the damaged product(s).

Send us an email by clicking on this link.

Select the reason “Internet order complaint,” attach the photo(s), and include your order number.

We will get back to you as soon as possible with the most suitable solution and the next steps.

I have not received my order, but it shows as delivered

Your order appears as delivered but you have not received it?

Contact customer service by clicking here.

Choose the reason “Order tracking.”

Include the order number in the email and provide as much detail as possible (date and time of the supposed delivery, whether you were present or not, etc.).

We will get back to you as soon as possible to provide more information and find a solution.

Report another issue with my order

If your order arrived incomplete or damaged, click here.

Si votre commande apparaît comme livrée mais que vous ne l’avez pas réceptionnée, cliquez here.

For any other issues regarding your order, please contact us via email by clicking here.

Select the reason “Internet order complaint”.

Provide the order number and explain the issue you encountered.

We will get back to you as soon as possible to provide the best possible solution.