Private orders (France, Belgium)
Currently, we only accept orders from our customers residing in France or Belgium via our website. We are working on the necessary updates to extend this functionality to our international customers.
The processing time of your order may vary depending on its content. If your order contains only products ready to ship, the processing time is generally 3 to 5 working days after validation and payment of your order. However, if your order also contains handmade treats, please note that the processing time may take up to 7 working days. (*working days: Weekend and public holidays not included) We do our best to process orders as quickly as possible!
Once your order is ready and shipped, you will receive an email containing your tracking number. This will allow you to track the status of your order and know when you can expect to receive it. We thank you for your confidence.
If your order should be held on our premises for any reason, you will be informed by e-mail to the address provided on the day of your order.
The delivery time of your package was provided to you on the day of placing your order:
via Mondial Relay (average: 3 to 7 working days) You can choose your pick-up point after validation of your order (Automated lockers option available for convenience)
via the services of La Poste (average: 2 to 5 working days)
via UPS (average: 2 to 4 working days).
Deliveries are made by external companies for which we are not responsible. Once your package has been entrusted to the carrier, we are not directly responsible for its routing or delivery. Delivery delays may occur, in this case we just ask you to be patient. Note that the late package rate of more than 4 to 7 days does not exceed 5% on our last 1,000 orders shipped.
Haven't received your package?
Make sure your package is not yet in transit by checking the tracking link you received via email to the address you provided to us when placing your order (also check the spam section).
Ask around if the package was delivered to a neighbor by mistake or while you were away.
Note that the package may also have been dropped off at a pick-up point depending on the carrier chosen when placing your order. In this case, the information will be indicated on the parcel tracking.
Nevertheless, display errors and delays may occur. We are not dependent on carriers and deliveries. The times indicated when placing your order are only indicative and beyond our reach. If you have already carried out all these checks and you have not received your package, please contact us via the contact form accessible at the bottom of the page. We will do our best to provide you with all the necessary answers for the good reception of your package.
You are not satisfied with your order or it arrived "damaged"* (*the products, not the outer carton)?
Please contact us quickly via the form at the bottom of the page and we will do our best to bring you complete satisfaction :)
Delivery delayed by carrier? We ask you to be patient, as we do not offer compensation for this type of problem. Make sure you quickly pick up your package at a relay point as soon as it is available. If you don't get it in time and the package is returned to us, the reshipping costs will be borne by you. Please note that in this case we do not refund the order or the shipping costs, as our products are perishable.
Any error in contact details on the part of the customer which results in the loss of the package does not give the right to a refund (credit note) or to the replacement of the order.
Parcel lost? A replacement will be offered to you after verification and certification following the investigations carried out by the carrier you selected when placing your order.
In the event of loss, if you refuse to replace your lost package, a credit note corresponding to the total amount also including postage* (*at the basic rate in accordance with the law) will be offered to you.
Refunds are made only in the form of a credit**, nominative, valid only once and for 30 days on our website from the date of issue thereof.
Please note that after the legal complaint period indicated in our conditions of sale, we will no longer be able to offer you the above solutions. Please read this information at the bottom of the page.
(**With exceptions, see our refund conditions )
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