There is a problem with my delivery. What should I do ?Updated 17 days ago
Once your order has been entrusted to the carrier, our Customer Service Team is unfortunately unable to assist with the delivery.
Please contact the carrier directly with your package number, which you can find in your shipment confirmation email.
Please note: If you selected the carrier Chronopost, your package will be handed over to the local carrier (DPD, SEUR, etc.) when it arrives in your country. You will then be able to track your package with the local carrier.
Can I modify my delivery address?
Once your order is confirmed, unfortunately no changes can be made. Depending on the carrier, you may be offered a delivery to a pickup point, or they may try to contact you by telephone. If they are unable to deliver your package, it will be returned to us and you will be refunded.
My order is late or marked as delivered, but I haven't received it. What should I do?
We recommend waiting 7 days to allow the tracking information to be updated completely.
After this time, feel free to contact us here and we'll find a solution 😊
⚠️ We kindly ask you to never share delivery codes with couriers if you are unable to receive your order.
Have you chosen delivery to a relay point?
A pickup code will be required when collecting your parcel.
For security reasons, please note that this code should never be shared until the parcel has been received.
My package was returned to the sender. What should I do?
We're sorry that your order could not be delivered.
Once your order reaches our logistics center, we'll refund you within 8 business days.
If you still want the order, write to us before it reaches our logistics center and our team will do its best to organize a reshipment :) If we don't hear from you, then your order will be automatically refunded.
⚠️ If you refuse your package or refuse to pay any taxes that are due, or if the parcel is not picked up within the allowed timeframe, the return costs will be deducted from your refund. Click here for the rates
My package is damaged. What should I do?
If you notice that your parcel is damaged upon delivery, please refuse to accept it and make a note of the damage with the carrier. The parcel will then be returned directly to our logistics center, and we will process your refund.
If you discover any damage after receiving your parcel, please take photos,keep the package and contact our Customer Service here within 3 business days.
There is a problem with the Rouje items I received. What should I do?
We're sorry! Click here for information on how to proceed