FAQ

Order

  • How do I create a customer account ?

    To create a customer account, go to the My Account page. In the right part “Register”, fill in your e-mail address. You will receive an account creation confirmation email, in which you will be given an automatically generated password.

    You also have the option of registering on our store by logging in with Facebook or Google. To do this, go just below the left part “Connection”. Just click on “Facebook Login” or “Google Login”.

  • I still haven’t received my order, what should I do?

    You can check the progress of your order using the link in the package tracking email. Can’t find the email? It may be hiding in your spam.

  • How to contact customer service?

    You can contact our customer service by going to the “Contact us” page. All you have to do is fill out the contact form and specify the reason for your message. We will respond as soon as possible.

     

  • The product I want is no longer in stock, what should I do ?

    Some products may be very successful and unfortunately not be available for a while.

    We are doing everything to restock as soon as possible. In this case, we suggest that you register for a stock alert which will allow you to be alerted in the event of the product being back in stock. All you have to do is provide us with your email address on the product page.

  • Can I find the products in physical stores?

    You can indeed find some of the products offered on our e-shop in physical stores.

    Our association does not have a physical store today.

  • What is the pre-order?

    The vast majority of the products we offer on our site are in stock. Some products are offered in preview for pre-order. Pre-ordering allows you to order a product before the official availability date. In this case, we clearly mention it on the product description. If you choose a pre-order product in your basket at the same time as other products, please note that you will be delivered in several deliveries.

  • My order is a gift, does the price appear on the invoice?

    Don’t worry, the invoice is only sent by email.

  • Why is my order being delivered in multiple packages?

    Our products may be stored in different warehouses.

    If you have chosen products stored in different warehouses in your basket, you will be notified when the delivery costs are calculated and they will be delivered in several packages.

  • Who manages and expedites the orders ?

    All orders are processed by our partner RGOODS.

  • Can I cancel or modify my order?

    Once your payment has been made, it is no longer possible to modify or cancel your order.

    On the other hand, once the order has been delivered, you can return the products to us within 14 days of receipt of the package by using the “Return items” page and be reimbursed (for more information, go to the “Returns and Refunds” section).

     

    If you have made a mistake (on the delivery address for example), contact customer service as soon as possible via the Contact us page.

  • Is my order confirmed ?

    Yes, if you received a confirmation email. Can’t find it? It may be hiding in your spam.

    If necessary, check the status of your order on your customer account in the “Orders” section.

  • How do I get information about my orders?

    You can get information about your order in the order confirmation email or by logging into your customer area. You will find the details of your current and past orders.

  • How can I get information about my orders if I don’t have a customer account?

    If you do not have a customer account, you will receive information about your orders only by email. You can access the order summary in the order confirmation email or access the tracking of the package in the email provided for this purpose.

    Know that it is never too late to create your customer account! If you create your customer account with the same email address as the one used when you made your order, you will be able to access these orders in your Customer Area, in the Orders tab.

Donation

  • I want to make a donation, how do I proceed?

    You can make an additional donation to your purchase on our eShop. It’s very simple, you just have to click on the amount you want to donate and the donation will be automatically added to your payment. You will pay for everything at once.

  • What is the tax benefit linked to the donation?

    If you are a taxable french citizen, you can get a tax reduction of 66% of your donation. A tax receipt will be sent to you in the 2 weeks following your purchase. [donation_deductibility_example].

Payment

  • Is payment 100% secure?

    The transaction is completely secure, especially when communicating your card details on the payment page server, thanks to the SSL (Secure Socket Layer) protocol. Your card details never pass unencrypted over the network. You can verify this by noting that the address displayed in your browser begins with https:// and that a padlock is displayed. We don’t ever have access to your bank account or card details.

  • Why is my payment declined or refused?

    In the majority of cases, this is a problem with your bank. We advise you to contact them and let them know about the issue you have experienced.

    If after contacting your bank the problem persists, you can contact us via the Contact Us page.

  • What are the payment options available ?

    We accept payments by Credit Card (Visa or MasterCard), Paypal or ApplePay.

  • Will I receive an invoice?

    You can get an invoice by clicking on the link provided for this purpose at the bottom of the order confirmation email. You will receive your invoice by email. Please note that there may be a delay of one to two hours in order to receive your invoice.

  • What is the pre-order?

    The vast majority of the products we offer on our site are in stock. Some products are offered in preview for pre-order. Pre-ordering allows you to order a product before the official availability date. In this case, we clearly mention it on the product description. If you choose a pre-order product in your basket at the same time as other products, please note that you will be delivered in several deliveries.

Delivery

  • What are the delays and delivery methods ?

    Your order is prepared and expedited within 24 hours (excluding weekends) following payment of your order.

    Under normal delivery conditions, delivery times are as follows for France:

    • 3 to 4 working days by Mondial Relay
    • 2 to 4 working days by Letter Follow-up
    • 2 to 4 working days by Colissimo
    • 1 to 2 working days by Chronopost

    The choice of your delivery method may vary depending on the products you have chosen in your basket. For example, certain products that are too heavy or bulky cannot be sent by Tracking Letter.

  • Can you expedite my orders outside France ?

    We can now expedite your orders anywhere in the world.
    We will charge an extra cost for the delivery outside of France & Europe.

  • Is it possible to ship my order to a different address than the one from the billing ?

    Of course, you can separate the billing address from the delivery address. Just fill the right address in the delivery address field.

  • What should I do if I received a wrong or damaged product ?

    You can return a damaged product or the one(s) that you did not order from us, within 14 days of receipt of the package, in order to be refund using the Return items page.

  • I still haven’t received my order, what should I do?

    You can check the progress of your order using the link in the package tracking email. Can’t find the email? It may be hiding in your spam.

  • My order is a gift, does the price appear on the invoice?

    Don’t worry, the invoice is only sent by email.

Return and refund

  • How do I send my items back ?

    If a product is not suitable, you can return it to us, at your expense, within 14 working days from the date of your order. However, please note that you cannot modify or cancel an order in progress.

     

    Return costs are entirely your responsibility.

     

    Only products returned in their entirety, in their complete and intact original packaging, and in perfect condition for resale, are taken back. Any product that has been damaged, or whose original packaging has been damaged, will not be refunded or exchanged.

     

    Follow the steps outlined below to get your money back:

    1. Make a return request from your customer page or from the Return items page to receive a return slip.
    2. Pack the items you wish to return in their original packaging. These must not be used or damaged.
    3. Print the return form, attached to the email received for this purpose after completing part 1
    4. Insert the return form in the package.
    5. Return the product(s) by Colissimo Recommended to the address indicated in the attachment

    Upon receipt of your package, and after verification, we will refund your order by crediting your bank account. Please note that order preparation and delivery costs are not reimbursed.

  • How long does it takes to get a refund ?

    Upon receipt of your package, and after verification, we will refund your order by crediting your bank account.

    Please note that order preparation and delivery costs are not refunded.

    You will be refunded within 15 working days of receipt of your package in our warehouses.

  • What are the return conditions?

    You have 14 days from the delivery of your order to return your product(s) at your expense.

    Now, in order to avoid having unsaleable products afterwards, only product(s) returned in their entirety, in their complete and intact original packaging, and in perfect condition for resale, are taken back. Any product that has been damaged, or whose original packaging has been damaged, will not be refunded or exchanged.

    Return costs are entirely your responsibility.

eShop and products

  • What steps are you taking to reduce your impact on pollution?

    We opt for the least polluting shipping method possible and in particular the parcel relay reducing the number of stops by 70% compared to home delivery. We also aim to eliminate plastic and its various derivatives (polyester, nylon, acrylic, polyamide) or limit them in the event that it is impossible to have a quality alternative at acceptable prices for the final consumer.

  • How do you avoid waste ?

    We limit our stock and customize each order for a waste free production and manufacturing

  • Is the packaging of products ecological ?

    Yes, we limit packaging and we use natural, recycled recyclable and/or reusable materials for packaging, protective elements and wedging.

  • What does GOTS certification mean ?

    The GOTS label (or Global Organic Textile Standard) guarantees an ecological and socially responsible production method by:

    • certifying that the cotton is grown without GMOs, without chemicals and with traceability from the cotton fields to the final customer,
    • reducing the water and energy consumption of the various production links,
    • applying the principles of the ILO.
  • Are your products vegan ?

    We eliminate animal materials except in cases where it is impossible to have a quality alternative at acceptable prices for the final consumer. However, we are particularly vigilant in regard of to the treatment of animals and the fight against any animal abuse and thus support vegan initiatives and alternatives.

  • How do you choose the materials for your products ?

    We choose for our products quality natural materials, upcycled, recycled, recyclable or reusable, labeled GOTS, OEKO-TEX, ORGANIC, FAIRTRADE, FSC, PEFC and/or ECOCERT with a local culture or the closest to Europe (especially for cotton). We also want to eliminate animal materials or limit them when it is impossible to have a quality alternative at acceptable prices for the final consumer.

  • Where are your products from ?

    The majority of the products we sell are made in France. The rest of the products come from Europe (mainly from Spain and Portugal) or close to Europe (Tunisia).

  • The product I want is no longer in stock, what should I do ?

    Some products may be very successful and unfortunately not be available for a while.

    We are doing everything to restock as soon as possible. In this case, we suggest that you register for a stock alert which will allow you to be alerted in the event of the product being back in stock. All you have to do is provide us with your email address on the product page.

  • Can I find the products in physical stores?

    You can indeed find some of the products offered on our e-shop in physical stores.

    Our association does not have a physical store today.

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