Shipping issues

1/ Your parcel is stuck

  • Please provide us your tracking number, we will open a request to the shipping carrier.
  • In case your parcel couldn't be delivered, a new product will be shipped. 

 

2/ Your parcel is in a pickup point

  • Please provide us your tracking number, we will open a request to the shipping carrier.
  • We will send you the address of the pickup point in the following hours.
  • If your parcel has been shipped with a standard tracked shipping method, you can also enter your tracking number on your local services page for more details.

 

3/ Your address changes during the journey of your parcel

  • Please provide us your tracking number, we will sent it to the shipping carrier.
  • Unfortunately, we can't guarantee the change will be effective. 

 

4/ Your parcel has been returned

  • Please provide us your tracking number.
  • As soon as we will receive the confirmation that your parcel is on its way back, we will proceed with a new shipment or offer you a refund.

 

5/ Your parcel has been delivered to a wrong address

  • Please provide us your tracking number, a statement and a copy of your ID, we will open a request to the shipping carrier.
  • It could be annoying, but the  shipping carrier needs your ID to compare your signature to the proof of delivery.
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