Frequently asked Questions
Yes. Despite the current situation of the Covid-19 coronavirus pandemic, our team and the postal services continue to work to ensure delivery of all orders, following strict hygiene and protection guidelines to avoid contamination. However, it is entirely possible that delivery times may be slightly longer than usual. In addition, in order to guarantee the good health of the staff and to remain available for you, our team continues to work from home to answer all your questions and requests and thus resolve any incident with orders.
You will automatically receive an order confirmation email to the email address you provided, as soon as you have confirmed your order. You will automatically receive a shipping confirmation message when your order is shipped. This message informs you of the parcel number (Colissimo or Chronopost) and offers you a link to the website for tracking your delivery. If you have chosen delivery to a So Colissimo relay point (post office, merchant or Colissimo space), you will receive an SMS and an email informing you of the availability of your order.
Upon receipt of your payment, the order is processed and shipped as soon as possible (within 3 working days). Delivery takes place within an average of 2 to 3 working days (with the exception of Sunday and public holidays) for Metropolitan France and 5 days for the countries of the European Union from your payment.
There are several ways to check the status of your order. As soon as your order is ready for dispatch, you will receive an email with a link allowing you to track your package. So you can see the status of your order very easily. If you have any questions about delivery, please contact one of our parcel transport companies whose contact details are provided to you in our dispatch notification email. The request for delivery on a desired date is generally available from most package deliverers.
We pay maximum attention to our services, both in terms of the quality of our products and our packaging. If however your order is damaged during transport, please send us your order number with photos showing the damage to email@example.com. You also have the right to refuse a damaged package upon delivery.
If an item does not meet your expectations, you have 14 days to return it in its original packaging for exchange or refund, after notifying us by e-mail. The return costs will nevertheless be your responsibility, unless the return is due to an error on our part. Only products returned complete, in good condition and in their original packaging as we have delivered them to you, will be returned or exchanged. Returns are only accepted if we have been notified by email to: firstname.lastname@example.org. In case there are damaged items, please contact us.
No. As we take care to protect the environment as best as possible, we do not put any invoice in our packages. They will be sent to you exclusively by email in PDF format after validation of the order.