The purpose of this section is to provide an easily searchable answer to the questions which are most frequently asked to us. We hope you will find what you are looking for there.
If this is not the case, feel free to contact us via the contact form or by email to firstname.lastname@example.org . We will get in touch as soon as possible.
Nothing could be simpler: just go to the page provided for this purpose. If you can't find it, click here.
- If you have created an account on our website, you will then be able to access to the history and summaries of your orders. There you will find information relating to the status of your order, as well as information for tracking your package.
- If you have not created an account, you will then need to enter the email address used to place the order and the order reference, accessible on the order confirmation email sent to this address.
The answer is no: our tracking tool works without the need to create an account.
However, to be able to identify your order, we need a minimum of information: the email address used when ordering AND the order reference.
This is why we recommend that you use an email address that you can easily access, or write down the email address used as well as the reference of your order displayed after confirmation.
It all depends on the status of your order: as long as it is not displayed as "shipped", it is possible to make a change to your delivery address.
To do this, simply contact us quickly via the summary of your order, the contact form or by email to email@example.com .
If the current status of your order is "Payment accepted" or "In preparation", you can still cancel your order. All you need to do is contact us as quickly as possible via the contact form, or by email to : firstname.lastname@example.org .
If the current status of your order is "Shipped" or "Delivered", a cancellation is no longer possible: you must now open a return procedure to return your package in order to obtain your refund. (see conditions).
Either way, please don't hesitate to contact us, we will always do our best to solve your problem as soon as possible!
Unfortunately, the answer is no : once your order has been confirmed and invoiced, we can no longer apply a discount.
However, your voucher remains valid for your next order (depending on the validity period of the voucher).
Gift wrapping is available for all items in our store. All you need to do is check the specific box when you proceed to payment (in step 3-Method of delivery).
It averages an additional cost of €2 (including tax).
If you forgot to check the box and the order has already been placed, no problem: you can use the contact form or by email to : email@example.com .
Warning: Hurry! Once the order has been shipped, the gift wrap is no longer available.
A pre-order is an order for a product placed before it is available for purchase. This could be an item that has not yet been produced by the manufacturer, or an out-of-stock item that is in the process of being restocked.
We can therefore see the pre-order as a reservation : it is used to ensure to acquire a copy of the product as soon as it is available. In addition, all pre-orders are shipped within 24 hours after receipt of stock by our services.
It is possible to cancel your preorder only if you do it at least 20 days before the availability date. Cancellation requests made after this delay cannot be accepted.
In addition, the costs of the payment service (bank or PayPal fees for example) are not refundable and will be deducted from the total amount of your refund. Depending on the number of items and the total amount of your order, you may also be charged a cancellation fee.
The availability date is the date from which the product is available. This date is given for information only and is subject to change. Indeed, it does not depend on us but on our suppliers and carriers. It is sometimes possible that the production of the item or the delivery to our premises may take longer than expected.
If the restock date has passed and the product is still not available, do not hesitate to use the contact form or write us by email to : firstname.lastname@example.org . We will get back to you as soon as possible to provide you with more information.
If your cart contains in-stock AND pre-order items, then your entire order will only be shipped when the pre-order items are available.
However, in-stock items are reserved and set aside so that they are always available when pre-ordered items arrive.