Delivery and order tracking

8 articles

Articles

what are my shipping options?

We are working with DHL express for now - $6.90 - Free shipping over $60 - 3 to 5 business days

will i have to pay customs fees upon receiving my order?

Customs charges are specific to each country and depend on the amount of your order. The charges by customs are your responsibility.

what if my tracking package says it's been delivered but i haven't received it?

If you haven’t received your package, we recommend you check with your neighbors or your building’s caretaker who may have collected it.

my package got sent back to the sender, what's going to happen to it?

If the address you provided is incomplete, or if your package was damaged during transport, the package may be automatically returned to us.

what if my mailbox is not suitable ?

The packages can be deposited directly in the mailboxes and do not require a signature or a call from the carrier before delivery. Please also note that the carrier is the decision-maker for your parcel as soon as it is handed over and that any decision taken by the delivery person is outside our control. In cases home delivery is not possible for the deliverer, they may leave it on top of your mailbox or drop it off at a pick-up point (often the nearest post office) instead of the home address. A reshipment will only be possible if you are not able to collect it once the package has been returned to us. Pleaso note that no new package will be sent as long as your original package is still available in the pickup station.

what if the tracking is not updating ?

First, check the tracking on your local postal service website. Since they are in charge of it after it crosses the borders, they will have the most recent updates.

how long does it take for my package to be delivered ?

All our packages are shipped from France, near Paris. The delays will therefore be longer as they go through the French postal service, the local country's postal service and then local customs.

how long do i have to declare an issue with my order ?

If you have a delivery problem, please report it to us within 14 days of your order being confirmed. For any order received, you have 48 hours to report a problem with one of your products.