FAQ
HOW CAN I BENEFIT FROM PROMOTIONAL CODES?
You can use promotional code on the website, for personal use, according to its conditions of use on eligible products. Promotional codes are not cumulative. You may enter the promotional code on the website when requested before validating an order.
CAN I ORDER A PRODUCT AVAILABLE FOR PRE-ORDERS WITH ANOTHER PRODUCT?
Yes, you can. However, regarding the delivery we inform you that orders with available products and pre-orders products are shipped once all products in the order are available (please see the shipment section).
WHAT CAN I DO WHEN I DID NOT RECEIVE MY INVOICE?
After confirming your order, you should have received a confirmation email that allows you to download your invoice. Please check your inbox and your spam email. If you can’t find your invoice, please contact us through our customer support.
CAN I CANCEL MY ORDER?
Once orders are submitted, they cannot be altered or canceled.
Pre-order items may be canceled until one week prior to the item's shipping date by contacting us through our customer support.
We reserve the right to cancel orders including but not limited to those suspected of fraud or abuse of Terms & Conditions, those impacted by technical or pricing issues, and any order that can’t be properly fulfilled. If your order is on hold due to invalid billing or shipping info, we'll attempt to contact you. The order will be canceled if we don't hear back from you within 5 business days.
WHAT PAYMENT METHODS ARE ACCEPTED?
We accept the following secure payments systems (provided by third party payment service provider):
- Credit cards (payment solutions provided by the third-party provider Stripe i.e. Visa, Mastercard, American Express, Apple Pay)
- PayPal (payment solution provided by PayPal): the Customer is then also subject to the general terms of use of the PayPal service.
WHAT ABOUT TAXES AND DUTIES?
We do not cover the cost of any custom duties or taxes due. These fees are responsibility of the recipient and these fees are collected at the time of delivery. Customs fee are determined by you country's government and we do not acquire any of the funds.
HOW CAN I BE SURE MY ORDER IS PLACE?
When you successfully checkout you will receive from us on the filled email a confirmation of order. Please check your spam if you cannot find it in your inbox.
DO YOU SHIP INTERNATIONALLY?
Yes, we ship to most countries worldwide: please find the list on the shipping page.
CAN I CHANGE MY DELIVERY DESTINATION?
Delivery information cannot be changed once an order is submitted. Please ensure all your information is correct before completing the order.
For pre-order items, changes are accepted until one week prior to the item's shipping date by contacting us through our customer support.
HOW LONG IT WILL TAKE TO GET MY PACKAGE?
Our warehouse operates Monday to Saturday, 8 am to 6 pm (CET), excluding holidays.
Orders placed before 11 am (CET) on a workday will be shipped the same day; otherwise, they'll be processed the next workday. Please allow up to 24 hours for online order status updates.
Order delivery times:
France and EU countries: 3-7 working days.
Other countries: 10-15 working days.
If you ordered a pre-order only item, your order will be shipped to arrive as soon as we received it in our warehouse (at the best at the date listed in the pre-order product description). We will inform you by email of the receipt of the product and the details of the shipment. We cannot guarantee the arrival date of your pre-order item, but always aim to have it arrive as close to the street release date as possible.
If you order a product available on the website and a pre-order product in the same order, we inform you that your order, including the product available, will be shipped only once the pre-order product is received.
If you have not received your product in the announced delays, please contact us through our customer support.
WHAT DO I DO IF I RECEIVED A DAMAGED PACKAGE?
If you notice that your package is damaged while receiving it hand to hand, you can ask the delivery person to register the issue during the delivery.
Upon opening the package, if you find your product to be damaged, please contact us through or customer support by giving us a clear explanation of the observed issue with your order number and precise pictures (general picture of the damaged product in its wrapping, order number tag). Our support team will get back to you after analyzing your demand with the next steps.
WHAT DO I DO IF I DID NOT RECEIVE THE PRODUCT I ORDERED?
Please check your invoice to verify if the received product matches your order. If there's a discrepancy (wrong item/size), a mistake might have occurred during package preparation. We apologize for any inconvenience.
You can contact us through our customer support. Our support team will get back to you after analyzing your demand with the next steps.
You can contact us through our customer support. Our support team will get back to you after analyzing your demand with the next steps.
WHAT DO I DO IF I RECEIVED MY ORDER, BUT A PRODUCT IS MISSING?
We recommend that you check the packaging and your products thoroughly, as an item may be stuck to another product.
If, after verification, the product is still missing, please contact us through our customer support. Our support team will get back to you after analyzing your demand with the next steps.
IS IT POSSIBLE TO RETURN THE PRODUCT?
If you want to return the product for your convenience you can exercise the right of withdrawal.
Depending on the nature of the product ordered (physical or digital product), you have the right to exercise your right of withdrawal within 14 days of receiving your order. The modalities of exercising the right of withdrawal are detailed in the section “Right of Withdrawal” of the Terms & Conditions available on our website. Please refer to our return policy for instructions on returning the parcel and obtaining a refund.
WHAT IS THE REFUND POLICY?
A refund will be issued within 14 days of warehouse receiving the returned goods or if a receipt confirming proof of postage for the item being returned.
WHO PAYS THE RETURN FEES?
When the product is damaged or does not fit your order (wrong product, wrong size), the return fees will be at our expense, up to the standard delivery price proposed. However, if the delivered product was fitting your order the return fees will be at your charge.
