SHIPPING POLICY



Track your order here !

Want to track a package? Find tracking information and and order details from your order.

YOUR ORDERS ->


DELIVERY TIMEFRAME

When will I receive my order?
From the moment your order is confirmed, you can expect to receive your order within the following time frame:
REGION A (city 1, city 2, city 3, city 4, city 5, …)

from x to y days
REGION B (city 6, city 7, city 8, city 9, city 10, …)

from w to z days



If any change on delivery promise during our shipping process, you will be proactively warned by our Customer Service team.

How can I know the specific timeframe for each product?
Click on the product you want and go to its product detail page. You will see the delivery lead time of that product on the right top side of the page, as shown below:



How can I track the status of my order?
At any stage you can track your order status by using the order number in the "Order status" page , as shown below:



How am I warned of delivery?
If you chose home delivery :
When the order is shipped, you will receive an email with a link and a tracking number to track your delivery.
Once your package arrives at our local delivery office, you will receive a SMS informing you that your delivery will take place in the next 24 hours.
The day of delivery, you will receive a SMS with driver name and phone number
After 3 failed attempts, the order will be cancelled.

If you chose delivery at pickup station :
When the order is shipped, you will receive an email with a link and a tracking number to track your package.
Once your package arrives at our local delivery office, you will receive a SMS informing you that it will be available for pickup within 24 hours.
Once your package is ready for pickup, you will receive a SMS with pickup station information.


SHIPPING FEES

How much does it cost for shipping fee?


Exact shipping fees will be given to you during checkout process, depending on ordered items (price & weight) & delivery address.


DELIVERY PRACTICES

Reception of the products
Sealed items cannot be opened unless payment is processed. The Delivery Associate will not accept to take the item back on the spot if the seal of the item has been opened.
If you later discover that there is any issue with the product bought, you can request a return with the online form or call our customer service
Please keep in mind that the item's condition has to conform to our Return Policy :

Security
Orders must be delivered to a private address (e.g. home or work address) or to a pick-up station. Kindly note that we cannot deliver any order to public places, streets, cafes and/or restaurants.
If payment is completed with a credit card, the only person allowed to receive the order is the card holder, who must show his national ID to our driver.

Pick-up stations: How does it work?
If you prefer, you can have your orders delivered to a pick-up station. Addresses and schedules of the different stations are visible on the map below: