FAQ
We have tried to answer the most common questions.
Below are some frequently asked questions about shipping.
Delivery
What are the delivery times?
Delivery times vary between 1 and 12 working days, depending on the delivery method chosen and the destination country.
The exact delivery time will be indicated to you when selecting the delivery method, after entering your postal address.
Do you ship internationally and overseas?
Yes, we ship internationally as well as to overseas territories. Whether you are on the other side of the world or in a neighboring region, we will make sure your order reaches you safely.
We ship all around the globe, except to countries with unstable geopolitical situations.
Delivery times vary depending on the destination, but we do everything we can to ensure your package arrives quickly.
The exact delivery time will be indicated to you when selecting the delivery method, after entering your postal address.
Where is my package?
Have you placed an order and your package is on its way?
To find out exactly where it is, go to our order tracking page, under "My Account".
Need help? If you still can't find your package, our customer service is here to help you track it down!
Not there to receive your order?
Don’t panic, even if you’re not there when it’s delivered, your package won’t disappear into thin air! Here’s what can happen:
1. Retry delivery: The delivery person may try to deliver your package again on another day, usually the next business day.
2. Pick-up point or post office: If the delivery person cannot deliver the package to you, it will be left at a nearby pick-up point or post office. You will receive a delivery notice telling you where and when to collect your package.
My package is marked as delivered, but I haven't received anything.
This can be frustrating, but don't worry, we'll figure it out together! Here are some steps to follow:
1. Check the surroundings: Sometimes the delivery person leaves the package in a safe place nearby (in front of the door, at a neighbor's house, in the mailbox, etc.). Don't hesitate to check.
2. Ask your neighbors: If you live in an apartment building or residence, a neighbor may have picked up the package for you.
3. Check the delivery notice: Sometimes the delivery person will drop off the package at a relay point or post office if you are not there, even if it is marked as “delivered”.
4. Wait 24 hours: Sometimes packages are marked “delivered” by mistake. Sometimes the delivery person scans the package a little too early, and it is delivered the next day.
4. Contact our customer service: If after all these checks, you still cannot find your package, contact us. We will be able to check with the carrier and launch an investigation if necessary.
Below are some frequently asked questions about returns and exchanges.
Returns & Exchanges
Are returns free?
Yes, returns from metropolitan France, Belgium, Spain, Luxembourg, Portugal and the Netherlands are free.
If you wish to return your order outside of these territories, return fees may apply.
You will find all the details on the return conditions here .
If you have any specific questions regarding your country, please feel free to contact our customer service. We are here to help!
How do I return my order?
Because our items are often gifted, we allow 30 days after receipt to return your order, instead of the legal 14 days. Here's how:
1. Go to our returns page: Go to our returns page.
2. Complete the returns form: Indicate the reason for your return, your order number and your email address.
3. Print the return label: Once the request is validated, you will receive a prepaid return label to print within 24 hours. If you are in a country where returns are not free, the instructions will be given to you at that time.
4. Ship the package: Carefully pack the item, stick the return label on the package, and drop it off at the drop-off point closest to you.
What are the reimbursement deadlines and conditions?
We will refund you under certain conditions (nothing too restrictive, don't worry!):
1. Condition of the item: Refunds are only possible if the item is returned in perfect condition, unused, and in its original packaging. Damaged or incomplete items will unfortunately not be eligible for a refund.
2. Refund method: Refund will be made only via the payment method used during purchase (credit card, PayPal, etc.).
3. Processing time: After we receive and verify your return, it may take 1-3 days for your refund to be processed. After that, it may take an additional 1-5 business days for your refund to appear in your account, depending on your bank's processing times.
⚠ Special situation
If you have benefited from a special offer (gift or free product), the return will only be taken into account if it also contains the gift or free product.
If this is not the case, to obtain a credit or refund, the gift or product offered must be returned at your expense.
To avoid this, remember to return the gift or product offered in the package
How to make an exchange request?
We've made the exchange process easier for you! Here are the steps to follow:
1. Complete the return form: Go to our returns page and fill out the form specifying that you want an exchange. Don't forget to specify the product you want in exchange.
2. Price difference:
- If the desired product is cheaper, you will be refunded the difference.
- If the desired product is more expensive, you will have to pay the difference (a payment link will be sent to you once the return is processed)
Below are some frequently asked questions about orders.
Order
How do I cancel or modify my order?
Changed your mind or made a small mistake? No worries, here's how to cancel or change your order:
• As long as your order has not been shipped, you can cancel or modify it. Go to our contact form and request cancellation or modification with additional information.
• If the order is already on its way, it will be too late to cancel it. But don't worry, you can always return it once you receive it.
What are your payment methods?
We accept a wide range of payment methods to make your purchases simple and convenient:
• PayPal
• Visa
• MasterCard
• American Express
• Apple Pay
• Revolut Pay
• Scalapay (payment in 3 installments without fees)
• Goodnvibes gift cards
You can choose the option that suits you best when finalizing your order!
How to apply a promo code?
It's very easy to apply your promo code, follow these steps:
- Once your basket is validated, you can enter your promotional code before finalizing the payment.
- On mobile: The field to enter the code is at the top of our payment page. 👆
- On computer: The field is located on the right of the payment page. 👉
Special situation: Please note that not all of our promo codes can be combined with other offers. If your code does not work, please check the conditions of the offer.
My order is incomplete.
We're sorry your order is incomplete! Here's what you can do:
1. Check received emails: Check the emails related to your order to see if we have informed you of a separate shipment or any other delivery details.
2. Take photos: If an item is missing and you have no indication of another shipment, take photos of the package and its contents as you received it.
3. Contact our customer service: Send us a message through our contact page attaching the photos and your order number. We will do our best to resolve the situation quickly.
I received the wrong item.
We are sorry for this error! Here is how to solve the problem:
1. Take photos: Please take photos of the wrong item you received, as well as the package label.
2. Check your order confirmation email: Make sure the item received does not match what is stated on your order confirmation.
3. Contact our customer service: Send us a message through our contact page , attaching photos, your order number, and a description of the problem. We will arrange an exchange or refund according to your preference.
We will do everything possible to rectify this situation as soon as possible.
My product arrived defective/damaged.
We are sorry that your product arrived in this condition. Here is what you can do:
1. Take photos: Take photos that clearly show the damage or defect in the product as well as the packaging it arrived in.
2. Contact our customer service: Send us a message through our contact page , attaching photos, your order number, and a description of the problem.
3. Replacement or Refund Options: We will promptly provide you with a solution, whether it is an exchange, replacement or refund, according to your preference.
We are committed to correcting this situation as soon as possible!