My orders

Track my order

Delivery information for your order is sent to you by email when your order is shipped:

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

Didn’t receive an email?

Visit the carrier’s tracking platform with your tracking number:

The tracking number is available in your customer area, under “My orders.”

Order modification and cancellation

We can only modify the delivery information related to an order, not its contents. To change the contents 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 clicking here.

Select the reason “Order cancellation/modification request” and include in your request:

  • Your full name
  • Your order number (an 8-digit sequence 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, either by 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

Is your package damaged or incomplete? We apologize for the inconvenience. For our Customer Service to assist you, please follow these steps:

  1. Take a photo of the damaged package and/or products.
  2. Send us an email by clicking on this link.
  3. 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 best solution and further instructions.

 
 

I have not received my order but it appears as delivered

Does your order appear as delivered, but you have not received it?

Contact Customer Service by clicking here. Select the reason “Order tracking.”

Include your order number in the email and provide as many details 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 problem with my order

If your order arrived incomplete or damaged, click here.

If your order appears as delivered but you have not received it, click here.

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

Select the reason “Internet order complaint.”

Include your order number and explain the issue you encountered.

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