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FAQ

  • General Questions

  • What is the status of my order?

    Once you have placed your order, we will send you a confirmation email to track the status of your order.

    Once your order is shipped we will send you another email to confirm you the expected delivery date as well as the link to track your order (when the delivery method allows it).

    Additionally, you can track the status of your order from here

     
  • Can I change my order?

    We can only change orders that have not been processed for shipping yet.

    Once your order is under the status "preparing for shipping", "shipping" or "delivered", then we cannot accept any edits to your order.

    To make changes to your order, please reach out to support through the helpdesk.

  • Where do you ship?

    We currently ship in the United-States, Canada, Australia, France, the UK and Germany.

    For shipping outside of these countries, please reach out to our support through our helpdesk.

  • How long does it take to ship my order?

    Once you've placed your order, it usually takes 24 to 48 hours to process it for delivery.

    Standard shipping time for the countries covered by our delivery partners are presented below. You can find them when choosing for a delivery method before confirming your order:

    - United-States: 10-15 days
    - Rest of the world: 15-20 days

  • Payment

  • What payment methods do you accept?

    You can purchase on our website using a debit or credit card.

    We additionnaly offer support for Paypal, Amazon Pay, Apple Pay, and Google Pay.

    You can chose these payment methods at checkout.

  • Which currency will I be charged in?

    We currently only support the following currencies for charging our customers in their local currencies: USD, CAD and EUR. 

    If your credit or debit card use another currency, then you will be charged in USD, CAD or EUR, depending on the website you are on. Your bank will apply the corresponding  conversation rate of the currency you choose.

  • Do you offer 3 or 4 times payment option?

    We accept 3 times payment thank to our partner Affirm.

    You will be able to chose that payment option on checkout.

  • Shipping

  • Where do you ship?

    We currently ship in the United-States, Canada, Australia, France, the UK and Germany.

    For shipping outside of these countries, please reach out to our support through our helpdesk.

  • How long does it take to ship my order?

    Once you've placed your order, it usually takes 24 to 48 hours to process it for delivery.

    Standard shipping time for the countries covered by our delivery partners are presented below. You can find them when choosing for a delivery method before confirming your order:

    - United-States: 10-15 days
    - Rest of the world: 15-20 days

  • When will my tracking information appear?

    You should see tracking events within 48-72 hours after you have received the tracking number/ID. The reason for this time lag is that in most cases the first tracking event only shows up once the shipment was handed over to us, i.e. once the shipment has left the fulfillment center of your online shop

  • Why can't I track my order on your website?

    Please note that the tracking information will be displayed after 2-5 days after being updated.

    For the first time, it may take a few minutes to get the information from the carrier. Therefore, sometimes you can not find information about your package, please track again later.

  • Returns

  • Do you accept returns?

    We do accept returns in respect to the following conditions:

    - The item must have been sold on our online store
    - The item shouldn't have been used in any way
    - The return or exchange request is made within 30 days of delivery
    - The return is made within 14 days of the return or exchange request

    To ask for a return, please contact our support using our helpdesk.

  • Can I exchange an item?

    We do accept exchanges and they follow the same conditions as returns

    In order to ask for an exchange, please mention that you would like your item to be exchanged with another item when preparing your return with our support.

  • Are returns free?

    Returns are free if the item you received is defective or not what you ordered. Otherwise, buyer ships the item back to us.

    Feel free to contact our support agents through our helpdesk for more details.
  • Other Questions

  • Do you offer a referral program? How does it work?

    We have created a referral program to thank our customers for referring their friends and family. 

    To refer someone, you will first need to have an account on our online store. After that you can head to your profile page to get your personalized referral link.

    For more information, please refer to our referral program terms & conditions.

  • Do you have physical stores?

    We currently don't have any physical stores under our brand name. However, we do have several distributors in Europe, the US and Canada.

  • Is there a warranty?

    We guarantee any of our product made by us and sold through our online store to be free of defect. We would gladly accept any return or exchange request resulting from a defective item granted they respect the following conditions:

    - The item must have been sold on our online store
    - The item shouldn't have been used in any way
    - The return or exchange request is made within 30 days of delivery
    - The return is made within 14 days of the return or exchange request

    If you have a return or exchange request resulting from a defective item please reach out to our support for more information on how to proceed.