I WISH TO MODIFY OR CANCEL MY ORDER
If you wish to modify or cancel your order, we invite you to contact us directly at firstname.lastname@example.org to make the change:
I want to change my delivery address
For information, the change will not be visible on your account and your package tracking.
I want to add an item to my order
We do not have the ability to add an item to your order. All you have to do is place your order again and give us your two order numbers. For logistical reasons, we cannot merge your orders.
These steps are possible if your order has not yet been prepared or shipped. Otherwise, it will have to be returned to us.
I HAVE NOT RECEIVED MY ORDER CONFIRMATION EMAIL?
If you have not received a confirmation email, do not hesitate to check your spam. If not, you can contact us at email@example.com
We will verify that your order has been taken into account and we will provide you with the information relating to your order.
How to track my order ?
When your order is shipped, you will receive an email with the delivery tracking.
I HAVE A PROBLEM WITH MY ORDER WHAT SHOULD I DO?
My order has not been updated for 3 days.
Rest assured, your order may contain a product that ships in 5 to 10 working days or was on pre-order. If in doubt, do not hesitate to contact us.
I did not receive my order ? We will open an investigation with the carrier in order to find your package and offer you the best solution. The processing time for an inquiry is approximately 5-8 days.
My package has been returned to you.
As soon as we receive your package, we will contact you to confirm a new shipment. For any problem related to your order, you can contact customer service: firstname.lastname@example.org
I DON'T KNOW WHAT SIZE TO CHOOSE?
You will find information on the product sheets to help you choose the right size. If you have any doubts, do not hesitate to send us your request at email@example.com
IS IT POSSIBLE TO RESERVE AN ITEM IF THERE IS A REASSORTMENT?
Unfortunately, it is not possible to reserve an item in advance except for pre-order items. We invite you to subscribe to the Newsletter and to the alert "to be informed of a product return" and to follow our news on social networks in order to know when restocking arrives and not to miss your favorite nuggets.
I'M ENCOUNTERING DIFFICULTY ACCESSING MY ACCOUNT
"I can no longer log in and I no longer have access to my email."Click on "forgotten password" and if you do not have access to your email contact us at firstname.lastname@example.org
Est-il possible de payer en plusieurs fois ?
Le paiement de votre commande peut s’effectuer en plusieurs fois à partir de 80€. En 3X, 4 X ou règlement dans 30 jours avec ALMA.
Comment puis-je régler ma commande ?
Vous pouvez régler votre commande par :
- Carte bancaire : Visa, Mastercard, American express
- E-carte cadeau
I HAVE NO INFORMATION ON THE SHIPPING OF MY ORDER FOR A FEW DAYS?
My tracking number is not displayed. When your order is shipped, you will receive a confirmation email. Tracking may take a few hours to update, this is the time our carrier collects your order.
If you have any questions contact customer service at email@example.com
WHY MY ORDER STILL HAS NOT SHIPPED AFTER SEVERAL DAYS?
It is possible that your order contains an anomaly at the level of your address or that this one was not taken into account related to an exit too early on your part at the level of the payment.
MY PACKAGE IS INDICATED AS DELIVERED BUT I HAVE NOT RECEIVED ANYTHING
It happens that customers are notified a day in advance of the arrival of their package when it does not arrive until the next day. You can contact customer service at firstname.lastname@example.org if you haven't received it the next day. We will open an investigation with the carrier to find your package within 15 days.
Returns and Exchanges
WHAT IS THE DEADLINE TO RETURN MY ORDER?
Usual return times are 14 days from when you place your order to return an item to us.
CHRISTMAS SERVICE: Returns are extended: for all orders placed between December 1, 2021 and December 24, you have until January 15.
Be sure to keep the original packaging, labels and that no item is damaged or stained.
HOW TO MAKE A RETURN?
You must contact our customer service: email@example.com
You can make your return request up to 14 days after the date of your order. Return costs are your responsibility. Customer service will send you the procedure to follow to return your package.
I WISH TO EXCHANGE AN ITEM
It is quite possible to exchange an article. The item must be in its original packaging with tags. As soon as we receive it, we will proceed with the exchange. Customer service will contact you upon receipt of your package. If you have any questions, do not hesitate to contact us at firstname.lastname@example.org
WHAT TIME FOR MY PERSONALIZED ORDER?
Personalized items cannot be refunded. The manufacturing time may vary depending on the period between 4 and 8 weeks. So that you can be delivered as soon as possible, we advise you to get there early enough. Upon receipt of your order we will send you an email.
If you would like more information on the status of your order, do not hesitate to contact us directly at email@example.com
HOW TO HAVE A QUOTE AND A MODEL?
Contact us by email at firstname.lastname@example.org An agent will accompany you in your personalization project.
WHAT IS THE MINIMUM ORDER?
Below 5 pieces, you can use our KUSTOM online customization system to create your outfit.
You want support for a bigger project, contact us at email@example.com
HOW TO USE MY GIFT CARD OR DISCOUNT VOUCHER?
If you wish to use a reduction voucher or a gift card to pay for your order, you must enter your voucher number in the "promo code" section in your basket.
The gift card has a validity date of 1 year depending on the date of purchase. The gift card can only be used once. For gift cards, you will receive a code by email.
HOW DO I TAKE CARE OF MY ITEMS?
Care advice is available on certain product sheets and on product labels. We strongly advise you to follow the washing recommendation so as not to damage your items.
If you have any doubts or questions, do not hesitate to contact us directly at firstname.lastname@example.org