FAQ's

My package has been shipped but I still haven't received it.

If your package has been shipped, you should have received a shipping confirmation email with your order tracking information. We invite you to track your order using the tracking number provided in this email to know the status of your package. If your package appears to be stuck or if you have any other questions or concerns regarding your order, please do not hesitate to contact our customer service team. We are here to help you at all times and will do our best to resolve any issues you may have with your order.

What is the order processing time?

Dear customer, our order processing time depends on several factors such as product type, volume of orders being processed and stock availability. We generally process orders within 1-3 business days of receiving them. Once your order has been processed, we will send you a shipping confirmation email with your order tracking information. Please note that delivery times may vary depending on your place of residence and the delivery method chosen. We therefore recommend that you consult our Shipping and Delivery page for more information on estimated delivery times for your region. If you have any other questions or concerns regarding your order, please do not hesitate to contact our customer service team.

What is the delivery delay ?

We would like to point out that our products are handmade by artisans, which may lead to longer processing and shipping times than mass-produced products. In addition, we work with suppliers and craftsmen around the world, which may also lead to additional delivery times. We apologize for any confusion or inconvenience this may have caused. We always strive to provide excellent service to our customers and will take your feedback into account to improve our service in the future. If you have any other questions or concerns regarding your order, please do not hesitate to contact our customer service team.

How to track my order ?

    You can track your order using our online order tracking system. When your order is shipped, you will receive a confirmation email containing an order tracking number. You can use this number to track the status of your order in real time and know the expected delivery date. If you have any questions regarding the status of your order or are having difficulty tracking your order online, please do not hesitate to contact our customer service team. We are here to help you anytime.

    How to contact customer service?

      You can contact our customer service in several ways. You can send us an e-mail to the address indicated on our website, call us by phone (soon). We are available to answer all your questions Monday to Friday from 9:00 a.m. to 5:00 p.m. We're here to help anytime, so don't hesitate to contact us if you have any questions or concerns.

      How do I exchange my item?
        To exchange a product, please contact our customer service. We will be happy to help you find a solution that suits your needs. Please note that certain products may be excluded from our exchange policy. In this case, we will inform you of all the options available to solve your problem. If you have any further questions about our exchange policy or would like to begin the process of exchanging a product, please do not hesitate to contact our customer service. We are here to help you.
        My order does not suit me, can I have a refund?
        We want all of our customers to be happy with their purchase and we will do everything we can to resolve your issue. If you want a refund, please contact our customer service and tell us in detail why you are not satisfied with your order. We will review your request and provide instructions on the return and refund procedure. Please note that certain conditions may apply depending on the nature of the product and our company's return policy. We therefore recommend that you consult our conditions of sale and return before placing your order. We thank you for your trust and your patience, and we will do our best to resolve your problem as soon as possible.
        How to change the delivery address after placing an order?

          Dear customer, to change the shipping address after placing an order, please contact our customer service as soon as possible. If your order has already been shipped, we will do our best to change the shipping address with our carrier. However, please note that this may cause a delay in the delivery of your order. We therefore recommend that you carefully check the delivery address before finalizing your order.

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