The returns
Pour cela, veuillez remplir le formulaire de retour en ligne disponible dans la rubrique Centre de Retour du menu. Pour renvoyer les articles, vous pouvez déposer le colis dans un point Mondial Relay ou Colissimo de votre choix.
Les étapes de votre retour sont visibles à tout moment dans la section « Centre de retours ». Les articles expédiés par nos partenaires pourraient faire l’objet de conditions de retour différentes.
Vous n'avez pas trouvé votre bonheur dans notre boutique en ligne, ou vous voulez changer le modèle, la couleur ou la taille ? Retournez-nous facilement la pièce par Mondial Relay.
- RETOUR PAR VOIE LA POSTE
1. Munissez-vous de votre Bon de Livraison et de votre étiquette prépayée inclus dans votre colis.
2. Indiquez sur le bon de livraison le motif du retour et glissez-le dans le colis avec la/les pièces à renvoyer
3. Collez l’étiquette prépayée sur la boîte et filez à La Poste.
Vous pouvez également déposer le colis en point relais ou dans votre boîte aux lettres, plus d’infos sur :
Envoi ou retour d’un Colissimo depuis votre boîte aux lettres
Localiser un point de contact La Poste
4. Dès sa prise en charge par La Poste, vous pouvez suivre l’acheminement de votre colis vers notre entrepôt depuis votre compte.
NB : Si vous n’avez pas de compte, un mail vous sera envoyé à l’arrivée de votre colis.
Vous pouvez également le suivre sur la page Suivre ma commande sur notre site, en renseignant votre numéro de commande, votre adresse mail ainsi que le code postal de livraison.
5. Une fois votre colis réceptionné par notre entrepôt, il sera traité et nous vous rembourse dans un délai de 2 à 14 jours maximum sur le compte bancaire ayant servi au paiement. Soyez rassuré, suite au remboursement, un mail de confirmation vous est envoyé.
NB: Les retours effectués avec d'autres transporteurs seront à votre charge, et la date de livraison peut varier. Nous vous recommandons d'utiliser Mondial Relay et Colissimo comme transporteurs pour les retours, afin de mieux suivre vos colis retournés et d'éviter des problèmes inattendus. En cas de retour d'une commande hors France, les frais de retour seront à votre charge.
FREQUENTLY ASKED QUESTIONS
How to make a return ?
Firstly, please go to the " Returns Center " to initiate a return request. You will need to enter the name of your order and your email address or phone number to start the returns process.
Where can I find the return label?
Please go to our digital returns portal "Returns Center" to register your items.
A returns label will be generated and will allow you to return the items to us free of charge.
Return address :
The part I received has a quality problem, what should I do?
If within 30 days of receipt you notice a problem with your model, we invite you to send it back to us by generating the return label on our "Returns Center"
Remember to include your delivery note, as well as the reason for your return, in your return. Once your return has been validated by our logistics team, we will reimburse the part directly to the bank account used for the purchase. Reimbursement is generally made within 48 hours (10 days maximum) depending on interbank deadlines.
If the 30 days have expired, we invite you to contact Customer Service to find a solution together. In order to best process your request, we will need the following information:
- Your contact details
- Your order number
- Name of the model concerned
- Photos of the defect
Our teams are available by WhatsApp (+33 07 65 83 91 45) from Monday to Saturday from 9 a.m. to 11 p.m. and Sunday from 10 a.m. to 11 p.m. or by email via our contact form .
NB: Unfortunately, it is not possible to make an exchange at our warehouse.
There is an error in my package, what should I do?
We are sincerely sorry that there was an error in your package. We are committed to offering you ever better prepared orders, and we carry out several checks when preparing them.
If, however, you have had a problem, you have 30 days from the date of receipt to return your order to us. Upon receipt of your return in our warehouse, you will be refunded within 14 days. Do not hesitate to consult the Returns and refunds section to find out more about the terms and conditions!
I can no longer find my delivery slip, what should I do?
No worries ! So that our teams can process your return, we invite you to write the following information on plain paper and slip it into your return package:
- Your first and last name;
- Your order number;
- The names and quantity of the parts you wish to return;
- The reasons for your return.
Can I make an exchange?
Unfortunately, items cannot be exchanged. If you would like an item in a different size or color, you will need to return the item in question to us for a refund, and then place a new order.
Can I return multiple orders in the same package?
Yes, you can return multiple orders at the same time. You can combine items that were sent separately into a single package. To do this, you can use a single return label that you stick to the outside of the package.
Where is my return?
You can easily track your return from your customer account! Go to the My Account section and select the returned order. Tracking of your package is thus available. If you want more details on its delivery, click on the carrier's tracking link.
As soon as your package arrives in our warehouse, you will be informed by email to the address provided when placing your order.
If you do not have a customer account, you can follow the delivery via the Track my order section of the site. Enter your order number, email address and postal code to gain access.
When will I receive my refund?
Any returned item will be inspected upon arrival. If our quality control team is not satisfied with the condition of a returned item (for example, if the labels have been removed or if it shows signs of wear) and we are unable to put it back in stock, we may not accept your return and return it to you.
Your refund will be made to the payment method you used when purchasing the returned items, or via gift card or promo code in the email we send you, depending on your banking institution or the issuer of your card.
It will take a maximum of 14 days between receipt of your package by the logistics provider and processing of the return in our warehouse. Even if the tracking indicates that your return has already been received in our warehouses, we may need this time to process your return.
We will send you a refund confirmation email. This will then appear on your bank statement within 5 working days or on your PayPal account within 48 hours.
Refund not received?
We will reimburse the returned items upon receipt and verification of your return package. The refund period is 14 working days from the date your package is left at a Mondial Relay relay.
If you have not yet received a return confirmation email, we invite you to consult the tracking page for your package on the Mondial Relay website with the tracking number indicated on your proof of deposit. Learn more
If you have already received an email confirming receipt of your return, the refund will then be visible on your bank statement within 5 working days or on your PayPal account within 48 hours.