When your order is dispatched, we send you an e-mail confirming shipment. Depending on the format of your order, the type of shipment may differ depending on the packaging (parcel or envelope).
You will find the tracking associated with your order in the “ My orders ” tab when you are logged into your account.
Packages are hand-delivered by Colissimo. If you are not present at the scheduled delivery time, you can indicate your delivery preference by updating your tracking information.
Shipments in envelopes are sent by recorded delivery and do not require your presence; they are deposited directly in the mailbox.
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Your order may be delivered to an address other than the billing address.
When you place your order, you can modify these two addresses after the shopping cart validation stage.
You can manage your addresses here.
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It is possible to send your order anonymously, i.e. no documents will be attached to the product in the parcel.
To do this, select the “anonymous parcel” box at the delivery stage.
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Delivery of your order is estimated to take between 4 and 7 working days.
This is only an estimate, as the carrier's delivery times may vary.
In the “ My orders ” tab, you will find the associated tracking system, which will enable you to check the progress of your order.
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When you receive your order, if the product has been damaged, you need to contact us via the “Write to us” section and select the “Question about an order” tab.
In order to deal with your complaint quickly, please provide your order number and a photo of the product received unrolled.
The customer service department will deal directly with your complaint and replace the product.
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The delivery date displayed when placing your order is, as indicated, an estimate for delivery in Belgium. The delivery time may vary depending on the carrier's routing.
The delivery date cannot therefore be guaranteed, and any delay cannot give rise to damages, withholding or cancellation of the order by the purchaser.
If the delay is abnormal and exceeds one week, please contact customer service via the “write to us” section, quoting your order number.
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If, after validating your order, you notice an error in your delivery address, please contact customer service via the “write to us” tab, selecting the “Question about an order” tab.
Please specify your request for a change of address, quoting your order number.
If the order has not been dispatched, we will make the change and the new address will be taken into account.
If the order has already been shipped, we will reship it to the new address as soon as we receive the return.
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