FAQs
All our answers to the most common questions are here.
For customers who have orders/returns made before March 8, 2024 inclusive, we have gathered the information related to the new site to give you access to your old account. View information
Deliveries
Prices, delivery times and countries delivered are available in All about delivery
Can I track my package?
You can follow your order during its preparation, then your package during its delivery from your customer account. During these steps, you will also be notified by email and receive tracking information associated with your shipment.
If I am absent during delivery?
If you have chosen home delivery, your package can be placed in your mailbox. If the package does not fit, the carrier can call you or leave a delivery notice so that you can reschedule your delivery.
I have not received my entire order, why?
Your order may be shipped in multiple packages for various reasons. This may be due to a stock shortage or for logistical reasons. You can track the products shipped from your customer account, and if necessary you can contact customer service.
I forgot my package at the relay point, it left. How to recover it?
When you do not collect a package within the allotted time, the relay point returns it to us. Contact customer service to inform us, a solution will be offered to you.
Orders
Questions related to orders. If you placed an order on the old site (before March 8, 2024), you can continue to track your orders by going to the historic site: site information
Are my order and information confidential?
Yes, your privacy will always be respected and never shared. Your email address, home address, items ordered or any other information about you never leaves our circle, which includes our logistician and our in-house team.
How can I pay the bill ?
This is the last step of your order! Choose your payment method(s). For more information on accepted payment methods .
Can I want to modify my order?
To request an order change, contact customer service as soon as possible. Depending on its readiness status, we will proceed with the modification/correction.
How to be delivered discreetly?
You should know that our packages are completely neutral and do not carry any external mention. As a result, you can be delivered to your workplace with peace of mind.
You can also choose to be delivered to a relay point near you; this will give you time to pick up your order when you are available!
Where can I find my order?
When you validate an order, you will receive a confirmation by email. You can also find all the order information from your customer account.
If you placed an order on the old site (before March 8, 2024), you can continue to track your orders by going to the historic site: site information
Products
Product Questions
I need help choosing
Do not hesitate to contact us to ask for help with a particular search; remember to provide us with important details when making your request (event, budget, etc.).
Where to find the size guide?
Each manufacturer has its size recommendations, you will find a precise size guide specific to the brand on each item sheet.
I received a product with a defect, what should I do?
We are sorry that a product you received has a defect. In order to replace it, take a photo of the product with the apparent defect, and send your request to customer service (you can use messaging by clicking on the icon at the bottom right)
Payments
Find payment details in All About Payments
What payment method is accepted?
The accepted payment methods are:
- Bank card, VISA, MasterCard
- American Express
- ApplePay & GooglePay
- Amazon Pay
- PayPal
Some payment methods are not available in all countries.
How do you manage payment security?
All payments made on the site are managed by a banking establishment, whose role is to guarantee the security of the transaction. We never have access to your payment data.
Is it possible to pay in several installments?
For your order between €60 and €2000, you can choose payment in 4x by credit card using your Amazon account. This service is offered to customers residing in France only and having an Amazon account. Choose AmazonPay to use this service.
I noticed a duplicate, how can I get a refund?
The way the site works does not allow the same order to be charged twice. If you notice two similar payments in a row, you probably ordered twice. Although we do not process duplicates (duplicate order is usually noticed and canceled internally), it is best to contact customer service to let us know.
Returns
You can find all the information related to returns in All about returns
How to benefit from the free return (VIP Return)?
VIP return is offered for customers in France or Belgium. Full details on free returns
I would like to be reimbursed for an item, how do I do it?
You can request the return of one or more items from your order and request a refund within 14 days of receipt of your package. To request a return, go to your customer account > my orders.
I got the wrong size, how do I make an exchange?
You can make your exchange request directly from your customer account > my orders. We will send you a prepaid return label (France & Belgium only) so that you can make your return; upon receipt, we will send the new chosen reference.
When will I receive my refund?
If you have sent a return, we generally issue a refund within 48 working hours of receipt of your package. The payment method used when ordering will be credited for the amount of the returned items, as long as they meet the return conditions.
What are the return conditions?
Each returned item is checked to ensure that it meets the return conditions. As these are intimate items close to the body, we cannot tolerate the re-selling of a product that does not meet quality requirements. See our return conditions