• How to track my order?

    You can check the status of your order via the "Track my order" page; just enter the email address, or phone number, used for your purchase and click on “Submit”. Then the status of your order will be displayed:

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    Once your order has been shipped, you will receive an email with the tracking number of your package. You can follow the progress of the delivery by clicking on “View” You will be directed to a new page where you can find all the information about the delivery of your order:

    • tracking number
    • summery of your order
    • delivery address
    • billing address

    All shipments to European countries are made from our logistics center in Belgium.

     

    Standard delivery:

    Shipments between Belgium and the country of destination are made by La Poste, then they will be handled by the local carrier of the country of destination.

    To track your order once it has arrived in your country, simply select the tracking number (received in the shipment confirmation email) and copy it to your local post office website. You will then have access to every delivery information.

     

    Delivery France / Belgium

    Shipments to France are made by La Poste Lettre Suivie.
    Shipments to Belgium are made by Bpost.

    You can therefore access the tracking information directly via the link provided in the shipment confirmation email.

     

    Express delivery

    If you have opted for an express delivery, the shipment of your order will be handled by Chronopost that will directly provide all the information specific to each delivery (delivery time, delay notification, holidays, customs restrictions, etc.).

     

    All shipments outside Europe countries are made from our logistics center in USA.

  • What happens if my order is lost or delayed in transit?

    Once packages are shipped, they are taken in charge by the carrier and our logistics team can no longer intervene.

    If the delivery of your order is delayed during its routing, we invite you to contact first the selected transport provider.
    They will be able to reschedule a new delivery for you to receive your order the soonest possible.

    If your order went lost in transit, please contact our customer service and make sure to confirm your delivery address.
    They will be able to find a complaint to the carrier and process a new order for you.

  • What happens if my order is returned to the sender?

    If you see, by checking your online tracking, that your order could not be delivered and was returned to the sender, it means that the carrier could not identify your address and/or mailbox.

    In this case, we invite you to contact our customer service here in order to give us the correct and complete contact details or a different address.
    When we receive the package back, we will contact you by email to verify your details, so please check your messages regularly until you have received your package.

    In the event that the package is returned for a reason for which customers are responsible (unclaimed package, incorrect/incomplete address...), customers will have to pay new delivery charges before the package is reshipped.