Serving you betterKeeping you informed with complete transparency:
Our logistics center has moved into a new warehouse that’s bigger, better, faster and made for top performance. Our teams and partners are doing their utmost for the smoothest transition possible however we are currently experiencing disruptions in order preparation, delivery and refunds. We truly regret this situation and apologize for the inconvenience.
Where’s my order?
We invite you to check your customer account for your order status.
Delivery times are now 12 to 15 working days. You should receive your order shortly. Customer service will not be able to provide additional details on this order tracking. Thank you for your understanding.
Order tracking says my order is still being prepared.
Your order is still “Pending preparation” or “Being prepared” because some of the products you ordered are not available. The logistics move can generate in-stock and inventory errors concerning available products. We do apologize. Your order will be sent without these items. You will be either reimbursed or not charged depending on when we identified the product as missing. Further, some non-available items may show as being available on our site. Another possible situation is that some packages which shipped from our warehouse are not immediately identified as “Package shipped”. That’s why your customer account shows your order status as “Pending preparation” or “Being prepared” even if you have already received your package or it is on its way. Your order status will be updated in your customer account within 48 to 72 hours.
I was reimbursed for an item that is available on the site. How is that possible?
The logistics move can generate in-stock and inventory errors concerning the availability of certain products. We do apologize. Your order will be sent without these items. You will either be reimbursed or not charged depending on your situation. Further, some non-available items may show as being available on our site.
I am unable to reach Customer Service by telephone or I have not received a reply to the private email/message sent on Instagram or Messenger.
The situation has been rather complicated these past months and Customer Service has been bombarded by requests. They cannot reply to all these requests in a short period of time. We know that there are still many of you who are waiting for an answer. We would ask that you be patient a little while longer.
I was debited several days ago but I have still not received my order.
The invoicing and payment for your order are automatically triggered during its preparation. The parameters of our logistics and information system are set this way. In a standard situation, you package arrives in 3 to 5 days. Our preparation and delivery times are currently longer so the time between order debit and order delivery is longer.
How can I return an item?
The change in warehouse does not impact our returns and reimbursement procedure. We invite you to consult the page Returns.
Can I cancel or change my order?
Unfortunately, you cannot cancel or change your order, nor the delivery type and address.