You can contact us via the contact form by clicking here. Please clarify your request and the nature of the defect, and attach photos to your request showing the defect in detail. For more information, see our after-sales service policy.
Please note, some items are sold as-is and cannot be returned.
How do I submit a return request?
- Submit your return request via our contact form and select “I have an after-sales request”, then “Faulty/non-compliant product”
- After reviewing your request, we will send you the specific procedure for returning your purchases to our stores.
- Send your package via Colissimo or UPS. Don’t forget to ask for proof of shipment in order to keep an eye on its progress.
Since items cannot be returned to our premises in person, only a postal shipment will be accepted.
If the product is faulty, return fees will be covered by us. After submitting your request (see below), we will send you the procedure for returning your purchases to our premises.
Do I need proof of shipment?
Please always ask for proof of shipment with a tracking number to keep an eye on your package. It remains under your responsibility until it arrives at our premises. We are not responsible for the loss or theft of any products you return to us by your own means and accept no responsibility in the event that the products do not reach us and are not received by our offices.
Can I have an exchange instead of a refund?
To be able to exchange your product and for quality purposes, we must determine the origin of the defect. This is why, upon receipt of your product, our teams will perform a careful inspection:
- If the defect is confirmed and the product is returned in its original packaging with any accessories provided (charger and cables, warranty card, box and bags, etc.), then we will proceed with the applicable exchange and/or refund, according to your wishes (subject to availability and stock).
- If not, we will unfortunately have to send the product back to you by post at the address you gave us.
How long will it take for the return to reach you?
Once the return has been sent, please wait 14 working days (excluding weekends and holidays) for the parcel to reach us.
As soon as the return is received by our teams, you will receive a confirmation email.
Our return procedure requires us to inspect the item before it is refunded. We will do our best to minimize the refund or exchange period upon receipt of your return.
Why do I have to pay/advance shipping costs to return a faulty product?
- If the product is faulty, return fees will be covered by us.
After submitting your request, we will send you the specific procedure for returning your purchases to our premises. This procedure depends on your place of residence.
We process the majority of our returns using the carrier UPS. In this case, we arrange transport and provide you with a return slip and customs clearance receipts if the return is made from a country which is not a member of the European Union.
You can then contact UPS directly to collect your package.
- However, UPS does not allow products to be returned from certain countries, overseas territories, or regions. This is due to how UPS is organized around the world, and is beyond our control. In this case, you will need to send it via La Poste (or the national postal service in your country of residence).
In the case of a shipment from abroad, it should be noted that the product will re-enter the European Union, which means that customs clearance fees will apply. The declaration and fees remain the responsibility of the customer; this must be specified when creating the shipment. Your package cannot be received by our offices if fees still need to be paid on delivery, and will be returned to you by the carrier.
All transport costs will then be reimbursed to you upon receipt. Don’t forget to ask for and send us the document (invoice, receipt, etc.) that shows the costs you have incurred so that we can reimburse them.
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Articles in this section
- Our after-sales service policy
- Can I return any item?
- How do make a return if I change my mind?
- How do I return a faulty product?
- Do you perform a quality check upon receipt?
- How will I be refunded? (debit card, PayPal, Alipay, WeChat, etc.)
- Have you received my return?
- My product is subject to CITES, what should I know before returning it?