FAQ

FAQ.

ORDER

Where is my order?

Once the order confirmation email
received, your order is prepared by our logistics team. Please allow a delay
2 to 3 working days to receive a message from our carrier confirming
the shipment of the package. You can track the delivery of your package via the
order tracking link.

I would like to modify my order

Once you receive your order confirmation, your package is being prepared. We cannot change its contents.

I wish to cancel my order

Cancellation will only be possible if the order is still awaiting preparation. Once preparation has begun, we are no longer able to intervene and the shipment will be made. For more information, contact us via our contact page.

I did not receive the order confirmation email

Go to your customer account to verify that your order has been recorded in the order tracking. If this is the case, you can contact us to request a resend of the confirmation email. If the order is not recorded in the order tracking and your items are still in your cart, the payment may not have been successful. You can check for an email indicating the payment failure. In this case, we invite you to try another payment method.

I have not received my entire order

Check the list of items in your account's order tracking. Contact us via our contact page and provide your order number.

I received a defective or incorrect item

DELIVERY

What are the delivery methods?

Once your shopping cart is validated, you will find two delivery options: home delivery and delivery to a collection point. You can choose your collection point after confirming your payment. Delivery countries include mainland France and Corsica, Belgium, the Netherlands, Luxembourg, Germany, Austria, Spain, and Portugal.

What is the delivery time?

Following receipt of your order confirmation email, home delivery will take 3 to 5 days. Delivery to a collection point will take 5 to 7 days.

My order still hasn't been delivered

If you received an email or text message confirming that your package has been shipped, please check the delivery tracking link. Otherwise, please contact us via our contact page.

My order is shown as delivered to another relay point

Some relay points may be full and can no longer accept new deliveries. This is probably why your package has been sent to another relay point.

RETURNS

How do I return my package?

Provide your contact details, order number, and a list of returned items on plain paper or on the return slip we provide. This will help us process your return and refund you. Prepare your package with the items and the return slip. Drop off your prepaid package at a post office. The shipping address is: Tecnifibre SA, E-Commerce Customer Service, Zone de la Briquetterie, Route Départementale 307, 78810 Feucherolles, France

What are the return conditions?

You have 28 days from the date of receipt of your order to return your package to us along with a receipt containing your contact details and order number. All returned items will be inspected by our quality team upon arrival. We ask that you follow a few special instructions for textile items: do not cut out labels and return the original packaging. Our team will also check for any signs of wear (stains, damaged fabric, etc.). If this is the case, the return will not be accepted and the item will be returned at your expense.

What is the refund period following my return?

Refunds will be issued within 14 days of receipt of your items and will be automatically credited to the account associated with the credit card used for payment or to the PayPal account used for payment. You will receive an email confirming receipt of your returned products and the refund.

Have you received the items I returned?

Once your return package has been dropped off at a post office, please allow up to 2 weeks for the package to be delivered to us, checked, and your refund processed. You will receive an automatic email as soon as your refund has been confirmed. If you haven't heard from us after this time, please contact us!

PAYMENT

How can I pay?

You can pay for your order by:

Bank card (VISA, MasterCard, Carte Bleue)
Paypal
Apple Pay
With a Tecnifibre gift card

Is my payment secure?

Your payment is secured by Shopify Payments

I can't validate my basket

If you encounter any difficulties when paying for your order, please feel free to try again using another payment method. We also recommend changing your browser or switching to private browsing. If this problem persists, you can contact our customer service via our contact page.

My payment was declined. What should I do?

If your payment has been declined on our site, we invite you to:

Check your payment details.
Make sure you have entered all required information correctly, such as card number, expiration date and security code (CVV).
Also check that you have sufficient funds in your bank account.
Contact your bank or credit card issuer. Your payment may have been declined due to a restriction or security issue with your card. You will need to contact them to obtain information about the payment decline and to verify if additional steps are required to authorize the transaction.

If the problem persists, we invite you to use another payment method to check if this resolves the problem.

If the problem persists, contact our customer service via the contact page.

I would like to pay for my order with a Tecnifibre gift card

You can use a gift card purchased from our online store to pay for all or part of your order. Enter your card number received by email in the "Discount Code or Gift Card" section of your shopping cart.