FAQ - Customer service

I DID NOT PLACE AN ORDER BECAUSE I WANT TO:

• Find out how to benefit from the current promotion
  
  

The discount is already applied to the price of our products when you place your order. There is no need to enter a promotional code.

• Find out how to choose the free grams
  
  

The offer of 10 or 20 free grams is available subject to purchase conditions. To take advantage of this offer, the value of your pouch must reach a certain minimum purchase amount, as indicated on the banner.

Once you are eligible for the promotion, a pop-up window will appear on your screen, allowing you to select the offered variety and add it to your pouch.

I PLACED AN ORDER AND I WANT TO:

• Modify or cancel my order
  
  

Is your order status “not processed”?

You can contact our customer service team by phone at 05 25 53 01 25 so that one of our advisors can assist you with your request.

Is your order status “being processed”?

We are sorry ... No modifications or cancellations can be made to your order.

To change your delivery address, please contact the delivery service you selected during the ordering process.

If you wish to return your order, you can contact us by clicking here. An advisor will explain the return procedure for your order in detail.

• Find out when my order will be shipped
  
  

All orders are shipped within 48 hours of being placed. You will receive a confirmation email and a tracking number when your order is shipped.

Has it been more than 48 hours and you haven’t received your tracking number?

Contact our customer service at 05 25 53 01 25. An advisor will be happy to inform you of the status of your order.

(button: receive my order confirmation email / receive my tracking number)

• Track my order
  
  

You can track the progress of your order by entering your tracking number below.

Track my package

 Is your order experiencing a delivery delay?

Please contact the carrier that is in possession of your package.

Has your order status not changed for more than 7 days?

Please contact our customer service by clicking on the following link: Claim Form

Our customer service team will be happy to assist you.

I RECEIVED MY ORDER AND I WANT TO:

• Make a complaint due to an error or omission in my order
  
  

We are sorry, each order is prepared with the greatest care and checked before being shipped.

If you encountered a problem, please contact us using the complaint form provided for this purpose.

One of our advisors will respond within 24 hours during a calm period and within 48 hours during a busy period.