Modification or cancellation of my order
It is possible for us to modify your order according to the progress of its preparation.
To change/cancel your order, please contact us as soon as possible by sending us your order number.
You will find the reference of your order, made up of numbers, in the confirmation email sent to you.
You can contact us:
- By phone from Monday to Friday from 9am to 1pm and from 2pm to 5pm:
Belgium: +32 2 320 14 92
France: +33 1 82 88 44 54
UK: +44 20 3936 4030
Other countries: +33 1 82 88 44 54
- Via the contact form.
For this type of request, we advise you to contact our team by phone.
Modify my delivery address
If you wish to change your delivery address after placing an order :
Depending on the progress of your order, contact us as soon as possible (only Monday through Friday), we may still be able to modify your address. Please note that once your order has been shipped, we will not be able to make any further changes.
In order to help you as quickly as possible, please indicate the reference of your order composed of numbers (ex:17568). We would also be grateful if you could provide us with the following information:
- First name and surname of the recipient
- Street name and number
- Postal code and city
- Telephone number and e-mail address.
Order confirmation emails are sent to the address used for your order a few minutes after the payment of your order. If you have not received a confirmation email, we invite you to check the "spam" folder of your email.
If you do not find it, do not hesitate to contact us so that we can ensure you receive your order.
It is also possible that you may have written your email address incorrectly when you placed your order. In this case, we invite you to write to us via the contact form, mentioning all the information of your order (name, first name, email address with which you think you placed the order, city, etc...) so that we can find it as soon as possible.
As soon as the email address has been corrected, we will send you a new confirmation email. In the majority of cases, even if this problem occurs, your order is already on its way and should not take long to be delivered.
I received a defective item
In case you receive a defective item, please contact us immediately via the contact form with the following information:
- Your order number
- The reference of the damaged item
- A description of the problem
- Photo evidence
If your package has been delivered already damaged. Please keep a proof in the form of a photo of the condition of your package on arrival.
All claims for items that arrive damaged must be submitted within 7 days of the delivery date.
Once we receive the above information, we will ensure that the problem is rectified as soon as possible.
Please do not return any items to us unless requested to do so by a member of our Customer Service team. This can prolong the process and we may not always need to requisition the faulty items.
Different delivery and billing addresses
To add a billing address, you can directly check the box "Use a different billing address" when you enter your payment method.
If you have already entered your address, you can add a new address by unchecking the box "Same as delivery address" on the payment page.