Frequently Asked Questions
⚠️Important announcement regarding the current COVID-19 situation.⚠️
Due to the spread of the COVID-19 virus and subsequent international containment efforts our shipments are experiencing some delays. We would like to let our valued customers know that our teams are doing everything we can to minimize any such delays.
The current situation is as follows:
The pick-up time of French Post is limited to Tuesday through Thursday. Deliveries are made Wednesday through Friday.
Shipments arriving in Australia are subject to a 14-day hold at Australian Border Force.
All other shipments can expect delays of at least 2 business days.
We thank our customers for their continued support and understanding.
We want to prevent any issues that may come up as you browse through our collections. That’s why we’ve provided comprehensive answers to some of our most frequently asked questions, which are listed below.
Do I have to pay customs duties?
It depends on your destination ,usually We offer hassle-free customs handling. Please be sure not to pay any customs duties or handling fees upon arrival.
When will my order be shipped?
Usually a paid order will be shipped the same day when the order is placed by 4pm CET. The parcels are always shipped insured, including a tracking number in order to be able to observe where the package is located at any time during the delivery process.
For this, please select "Express delivery" from Monday to Thursday by 4 pm CET. The arrival of your order will be arranged for the next business day. Please notice that this service is not available for every country and there are no deliveries on weekends or on public holidays.
What is your return policy?
You can return your unused item(s) within 14 days of receipt and we will refund all amount paid. Please return your unused item(s) with the original tags attached.
How should I send back my order?
Please send your return(s) to our company with a carrier of your choice at your expense. We accept exchanges.
Did you receive my return?
An e-mail notification will be sent once your return has been received. The processing of your return usually takes 2 - 5 business days.
How can I order?
To place an order, please select the appropriate size in the product view and add it to your shopping cart.
If you would like to add additional items, please click on CONTINUE SHOPPING.
To complete your order, please click CHECKOUT and follow the instructions during the ordering process.
How can I cancel my order?
You can cancel your order the same day until 3 pm, by phone or email.
How do I know if my order was completed successfully?
When you completed the ordering process an order confirmation will be displayed. This will also be sent to you by email and will include your order ID and order details.
How do I create a user account?
To create a new user account, please click on "Login". Now you have the opportunity to create a new account under "Sign up now". Please add all the required customer details and confirm the registration.
How do I use my account?
Use the address book to store the billing and shipping addresses you use most frequently. You will find an overview of your current and past orders under "My Orders". In "My Wishlist" you will find an overview of all the products you have added to your wish list.
What payment methods do you accept?
Debit card , Visa , Master card , American express and PayPal
What does 3D Secure code mean when using my credit card?
To increase security, the 3D Secure method is used by Visa and MasterCard for some cards. The system checks whether the card participates in the 3D security programs „Verified by Visa“ or „Verified by MasterCard Secure Code“.
How can I redeem my voucher?
You can redeem your voucher by entering it in the CODE section in the shopping cart view. The total amount will be updated when you confirm the voucher.