Our customer service: Contact us by e-mail on firstname.lastname@example.org or on our landline at 01.48.84.54.41 from Monday to Friday, 10 a.m. to 4 p.m. (excluding public holidays).
Our team will get back to you within 48 hours.
# 1 I have a promotional code or an e-gift card, how can I use it?
If you have a promotional code or an e-gift card, you can enter the code in "Coupons" in your shopping cart.
# 2 How can I pay for my purchases?
We accept payment via Visa, MasterCard, American Express credit cards, as well as payments via PayPal and Apple Pay. When we receive your order, we first make sure there are sufficient funds for the selected payment method. If the payment information is incorrect or incomplete, we may contact you to reconfirm certain items before we send your order to you.
# 3 What if my payment was declined through PayPal?
If you made a purchase through PayPal payment and received an email informing you that there was a payment error, please contact our customer service via email@example.com or at 01.48.87.54.41 as soon as possible and not to place a second order, very often your payment has been accepted.
# 4 How quickly will I be reimbursed?
From the receipt of your package in our warehouse, allow a maximum period of 15 days for the refund.
# 5 Has my order been taken into account?
Upon acceptance of your payment, you will always receive an email confirming your payment. If you do not receive it, please check your spam folder.
# 6 I still haven't received my order, is this normal?
Our orders are shipped within 48 hours (working day). In this case, it takes 2 to 3 working days maximum. If you haven't received your order after one to two weeks, contact us.
# 7 Is it possible to modify or cancel my order?
In the event that your order has not yet been shipped, we may cancel or modify your order depending on product availability. To do this, contact us as soon as possible after validation of the order. If your order has already been shipped, it is no longer possible to cancel or modify it, but you will be able to return the items to us after receipt.
# 8 Is it possible to track my order?
As soon as your order has been shipped, you will receive an email containing a link to track your order which will allow you to track your package via the site of the chosen carrier, Colissimo in this case.
#9 Do you ship abroad?
Yes, we deliver to around thirty European countries as well as to overseas France.
# 10 What are the delivery methods and times?
We offer 2 types of shipment for shipments in mainland France: home delivery or at a collection point (at the post office, relay Pickup or in locker Pickup Station). For international shipments: delivery is only at home. Deliveries are made within 48 hours.
# 11 How do I change my delivery address?
Contact us directly by phone or e-mail. In the event that your order has still not been shipped, we may change the delivery address.
When your order has still not been shipped, it is possible to change the delivery address by contacting our customer service via firstname.lastname@example.org or 01.48.87.54.41. After the shipment of your order, it is no longer possible to change the delivery address.
# 12 What if I received the wrong item?
If you have received an item that does not correspond to what you ordered, contact our customer service, we will resend the correct item to you ASAP.
# 13 How to exchange or return an item purchased online?
If you are not completely satisfied with the order you received, you can return your items to us within 14 days of receiving your order. To do this, refer to our page dedicated to Returns here.
#14 What is microfiber?
Microfiber is an innovative material, made from a blend of polyester and polyamide. Strong and light, it is obtained without the use of toxic chemicals. It is more abrasion resistant than leather and is easy to clean.
#15 Can I wash my bag?
No, it is not recommended to wash your bag by putting it in a washing machine. However, it is possible to clean the bag with a clean wet cloth.
#16 Are your products water repellent?
Our products are water resistant because the nylon used on our bags is water repellent. However, the bags are not waterproof in extreme conditions where the water pressure would be too great. It is therefore strongly recommended not to immerse your bag in water to clean / wash it: water could infiltrate through the seams or the metal closure in the bag. This is why we prefer to use the term "water repellent" rather than "waterproof".
#17 My product is dirty. How can I clean it?
If you have a stained area on the nylon or microfiber trim, use a clean white cloth dampened with a little water, then rub the area to be cleaned with small, regular circular motions until the stain is removed.
It is not recommended to iron the product or put it in the washing machine.
For any other question, contact us directly by e-mail.