FAQ - Frequently Asked Questions
What are the shipping times for your products?
We take up to 48 hours maximum to process your order and then generally between 2 to 15 working days to deliver to you depending on the country of destination and the delivery times of the carrier.
If your order has already been registered and paid for, it will no longer be possible to do so on your side. However, it is still possible to send us your request by email to firstname.lastname@example.org and in case your order has not yet been processed, and thus retractable we will be able to inform you.
I changed my mind about the product. Can I send it back?
You have 14 days to change your mind. To be eligible for a return, your item must be unused and in the condition you received it. It must also be in its original packaging. The return costs will be at your expense in this case. Ask for proof of postage which you should keep until the return is finalized, so you can follow its journey.
Returns can take up to 10 working days to reach us and be processed by our after sales department. Once the package has been received, a confirmation email will be sent to you. Even if the refund is made upon receipt of your return, it may take 3 to 10 working days for the funds to appear again in your account depending on your bank.
Do you ship all over the world?
Yes, you just have to specify the country of destination when ordering by indicating your delivery address.
Where do we ship your product from?
Our garment warehouse is located in Dakar, Senegal and our finishing and shipping warehouse is located in Villeneuve Saint Georges, France.
Do you provide product tracking information?
Yes, once your order has been validated we will send you an order confirmation email . Then, your order will be prepared and delivered to the carrier. As soon as your order is on its way, you will receive an email with a tracking link allowing you to follow its delivery.
In case you do not receive it for any reason, log in to your account, choose the order concerned and click on the "Track my package" button . You will then be sent back to the carrier's site, which will inform you in real time of the location of your package. In case you can't find it, contact us by email at email@example.com
Some items are missing from my order, what's going on?
Our products are shipped separately according to your order. If it contains, for example, items from two different warehouses, or stock availability on different dates, there will therefore be two deliveries.
My package is damaged. What can I do?
In the event that the delivery person presents you with a damaged package, we invite you to check the contents of the package to ensure that your order is complete and that no product is damaged. In case of doubt, we advise you to refuse the delivery in its entirety and to contact us as soon as possible so that we can organize a new shipment.
I received an item that is damaged or does not match the product. What can I do ?
If you have received a defective item or one that does not correspond to your order, simply send us an image of the item in question to the email address: firstname.lastname@example.org. Then after confirmation from us, return the item to us by following our return procedure, we will send you a replacement item as soon as possible.
Where are you located?
Our warehouse is located in Villeneuve Saint Georges in France.
I still have not received my order. What's taking so long?
If your order has not arrived on the expected delivery date, we invite you to carry out the following checks before contacting us:
- Check the tracking number link in your confirmation email which will let you know where your order is.
- V erify on your account that the delivery address and that your contact details are correct.
- if you have ever received a delivery notice from one of our carriers, it is then possible that the package will be waiting for you at your local post office or collection point.
- Check with your neighbors to make sure they have not picked up the package in your absence.
Sometimes, the shipment can take longer than expected due to certain exceptional events beyond our control and therefore inadvertently delay deliveries. If you still feel you need help after completing these checks, please contact us by email at the following address: email@example.com
Do you have a refund policy?
To be eligible for a return, your item must be unused and in the condition you received it. It must also be in its original packaging. Ask for proof of postage which you should retain until the return is finalized. So you can follow his journey. The return costs in this case remain at your expense. For more information, please read more about our refund policy.
I can't place my order
To place your order, simply go to the relevant product page and add the items to your basket. All you have to do is add your details and pay for your order. However, if you encounter any difficulty, do not hesitate to contact us via chat.
You will find on the site the most complete and detailed product sheets possible : description, characteristics, dimensions, materials and instructions for use. If however, you need additional information do not hesitate to contact us via our chat or by email at firstname.lastname@example.org
Where can I find my invoice?
For reasons of environmental ethics, we do not print the invoices on paper to attach them in the parcels. So, if you do not receive it automatically in your mailbox, contact us at email@example.com and we will send it to you by email as soon as possible.
To use a promo code, you must enter it in the "I have a promo code" field when validating your order, just before payment. Then click on the Add button, a message will be displayed to ensure that the code entered has been validated. The value of the offer linked to the latter will be automatically deducted. For this code to be taken into account, make sure that it corresponds to the criteria mentioned in the promotional offer and that it has not expired.
Unfortunately we cannot change the amount of an order already paid once it has been registered, so we cannot give you a promotional code afterwards. If your code is still valid for a future purchase, you can benefit from it provided you respect its validity date.
Our promo codes are visible on the site or through our newsletters during promotional operations. Some codes are exclusively linked to the associated email accounts and cannot be used by other customers.