Frequently Asked Questions
We accept payments by all types of credit cards (CB, Visa, Mastercard, American Express), but also Paypal, Alipay, JCB, Sofort, ELV, Sepa, Ideal and BCMC.
If a problem occurs during the payment of your order, you can change to another browser (Google Chrome, Mozilla Firefox, Internet Explorer, Safari), or use a different device (for example: if you are on a smartphone/tablet change to a laptop).
If the problem persists, try changing your payment method, or ask your bank for assistance.
The online shop uses the Adyen e-commerce solution. This solution has been developed so that you can make your payments in an ergonomic and user-friendly environment with optimum security and respect for private life.
Furthermore, we never save your payment information on our website.
Unfortunately, we do not provide this ease of payment yet.
It can happen that the validation of your order takes up to 10 minutes, you’ll then receive a confirmation by mail. If you do not see the email in your inbox, please check your junk/spam mail.
You can also check your order on your customer account. If you do not see it, do not hesitate to contact customer service.
Once confirmed, we are not able to modify the content or information related to your order. We then advise you to check your personal information and order content before confirming it.
Unfortunately, it is impossible to cancel your order. However, you can refuse the package once delivered (by not picking it up at the pick-up station or refusing the delivery at your door). The package will then be sent back to us, and we will proceed to your reimbursement.
You can follow the different steps of the shipment by connecting to your customer account. Your order will go through the following stages: 'Confirmed', 'In course of preparation' and finally 'Despatched'. We will also send those information to you by email.
When your order is passed to the carrier, you will receive another email giving you the package number which will allow you to follow its journey.
If you do not see the email in your inbox, please check your junk/spam mail.
If one of those status appears on your order, it unfortunately means that one or all the products of your order could not be shipped due to a stock problem in our warehouses.
This can be explained by the fact that several orders were placed in a short interval on the same item for which there was little stock left. As we were not able to fully complete the order, we proceed to the reimbursement of the missing items.
Yes, our Personal Shopper service allows you to access a full personalized remote shopping experience. It is a 4-step process :
1/Book your appointment with a Personal Shopper : +33 1 80 49 12 12 (Monday to Saturday from 10 am to 7 pm).
2/Your personal advisor calls you back at the scheduled time and shows you remotely the collection according to your taste and wishes.
3/You fell for some items? You can pay them with your Personal Shopper in a complete safe way.
4/Your order is shipped to your home fast and without any additional costs (by Post or Chonopost).