Return & Refund Policy
Shipping policy
All orders are processed within 2 to 3 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped.
Domestic Shipping Rates and Estimates
For calculated shipping rates:
Shipping charges for your order will be calculated and displayed at checkout.You can also emphasize any free shipping thresholds you offer (e.g. free shipping for orders over $75). For multiple shipping options, you can list carrier options, prices, and delivery times in a table.
|
Shipping option |
Estimated delivery time |
Price |
|
Option 1 |
X to X business days |
$X |
|
Option 2 |
X to X business days |
$X |
|
Option 3 |
X to X business days |
$X |
Local delivery
Free local delivery is available for orders over $150 within 5 km of our store. For orders under $150, local carrier rates apply.
Deliveries are made from [delivery hours] on [available days]. We will contact you via text message with the phone number you provided at checkout to notify you on the day of our arrival.
You can list out the ZIP/postal codes you service and/or consider embedding a map here so customers can easily see if they are within your local delivery range.
In-store pickup
You can skip the shipping fees with free local pickup at [list the locations where in-store pickup is available]. After placing your order and selecting local pickup at checkout, your order will be prepared and ready for pick up within X to X business days. We will send you an email when your order is ready along with instructions.
Our in-store pickup hours are [store hours] on [available days of the week]. Please have your order confirmation email with you when you come.
International Shipping
We offer international shipping to the following countries: [list of countries].
If relevant you can also include countries you don’t ship to:
At this time, we do not ship to [list of countries].
If you’re using calculated shipping rates:
Shipping charges for your order will be calculated and displayed at checkout.If you offer multiple international shipping options, you can list them in a table as well. You can include broader delivery timelines (e.g. 8 to 20 days) for international shipping since expectations can vary greatly depending on the destination.
|
Shipping option |
Estimated delivery time |
Price |
|
Option 1 |
X to X business days |
$X |
|
Option 2 |
X to X business days |
$X |
|
Option 3 |
X to X business days |
$X |
Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. [Your Company] is not responsible for these charges if they are applied and are your responsibility as the customer.
How do I check the status of my order?
When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.
If you haven’t received your order within X days of receiving your shipping confirmation email, please contact us at support@email.com with your name and order number, and we will look into it for you.
Include a link for customers to track their order if available.
Refunds, returns, and exchanges
Summarize your return policy here and link out to your full
return policy page
if you have one.
We accept returns up to X days after delivery, if the item is unused and in its original condition, and we will refund the full order amount minus the shipping costs for the return.
In the event that your order arrives damaged in any way, please email us as soon as possible at support@email.com with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.
If you have any further questions, please don't hesitate to contact us at support@email.com.
FAQ
1. General questions
What is the status of my order?
Once you have placed your order, we will send you a confirmation email to track the status of your order.
Once your order is shipped we will send you another email to confirm the expected delivery date as well as the link to track your order (when the delivery method allows it).
Additionally, you can track the status of your order from your "order history" section on your account page on the website.
Can I change my order?
We can only change orders that have not been processed for shipping yet.
Once your order is under the status "preparing for shipping", "shipping" or "delivered", then we cannot accept any edits to your order.
To make changes to your order, please reach out to support through the helpdesk.
Where do you ship?
We currently ship in the United-States, Canada, Australia, France, the UK, and Germany.
For shipping outside of these countries, please reach out to our support through our helpdesk.
How long does it take to ship my order?
Once you've placed your order, it usually takes 24 to 48 hours to process it for delivery.
Standard shipping times for the countries covered by our delivery partners is presented below. You can find them when choosing a delivery method before confirming your order:
- United-States: 1-2 days
- Canada: 1-1 day
- Australia: 2-3 days
- France: 2-3 days
- UK: 2-3 days
- Germany: 2-3 days
2. Payment
What payment methods do you accept?
You can purchase on our website using a debit or credit card.
We additionally offer support for Paypal, Amazon Pay, Apple Pay, and Google Pay.
You can choose these payment methods at checkout.
Which currency will I be charged in?
We currently only support the following currencies for charging our customers in their local currencies: USD, CAD, and EUR.
If your credit or debit card uses another currency, then you will be charged in USD, CAD, or EUR, depending on the website you are on. Your bank will apply the corresponding conversation rate of the currency you choose.
Do you offer a 3 or 4 times payment option?
We accept 3 times payment thank our partner Affirm.
You will be able to choose that payment option at checkout.
3. Shipping
Where do you ship?
We currently ship in the United-States, Canada, Australia, France, the UK, and Germany.
For shipping outside of these countries, please reach out to our support through our helpdesk.
How long does it take to ship my order?
Once you've placed your order, it usually takes 24 to 48 hours to process it for delivery.
Standard shipping times for the countries covered by our delivery partners is presented below. You can find them when choosing a delivery method before confirming your order:
- United-States: 1-2 days
- Canada: 1-1 day
- Australia: 2-3 days
- France: 2-3 days
- UK: 2-3 days
- Germany: 2-3 days
Do you offer fast shipping?
We offer fast shipping in a select number of countries:
- United-States: 24h ($14)
- Canada: 24h (14$)
- Australia: 1-2 days ($24)
- France: 1-3 days ($24)
- UK: 1-3 days ($24)
- Germany: 1-3 days ($24)
You can select fast shipping after having entered your delivery location.
How can I track my package?
Once you have placed your order, we will send you a confirmation email to track the status of your order.
Once your order is shipped we will send you another email to confirm the expected delivery date as well as the link to track your order (when the delivery method allows it).
Additionally, you can track the status of your order from your "order history" section on your account page on the website.
What if I'm not home?
If you're not home, a new delivery will be performed the next day or the delivery partner will reach out to schedule a new delivery date depending on the country and delivery method you choose.
You may also have to go to your local post office to collect your package in case it cannot be delivered to you.
Will I pay taxes for international shipping?
Deliveries in Europe will have to pay customs taxes.
Our delivery partner will handle the clearance and will invoice you in local currency for the duties and taxes linked to your order.
For more information, please refer to the website of the delivery partner handling your delivery.
4. Returns
Do you accept returns?
We do accept returns with respect to the following conditions:
- The item must have been sold on our online store
- The item shouldn't have been used in any way
- The return or exchange request is made within 28 days of delivery
- The return is made within 14 days of the return or exchange request
To ask for a return, please contact our support using our helpdesk.
Can I exchange an item?
We do accept exchanges and they follow the same conditions as returns
In order to ask for an exchange, please mention that you would like your item to be exchanged with another item when preparing your return with our support.
Are returns free?
Returns within the US are free. You can refer to the delivery paper within your package to perform organize your return.
Returns from outside of the US are the responsibility of the buyer.
Feel free to contact our support agents through our helpdesk for more details.
How long does it take to process a return?
Returns are confirmed within 14 days of receiving the package at our warehouse.
Once your return is accepted, the reimbursement, exchange or credit will be issued within 14 days of our services accepting your return.
5. Other questions
Do you offer a referral program? How does it work?
We have created a referral program to thank our customers for referring their friends and family.
To refer someone, you will first need to have an account on our online store. After that, you can head to your profile page to get your personalized referral link.
Any of your friend who decides to place their first order using your referral link will get enjoy a 20€ discount. In return, you will be credited to 20€ too for helping us spread the word.
For more information, please refer to our referral program terms & conditions.
Do you have physical stores?
We currently don't have any physical stores under our brand name. However, we do have several distributors in Europe, the US, and Canada.
The full list of stores that resell our products can be found on our stores' locator map.
Is there a warranty?
We guarantee any of our products made by us and sold through our online store to be free of defects. We would gladly accept any return or exchange request resulting from a defective item granted they respect the following conditions:
- The item must have been sold on our online store
- The item shouldn't have been used in any way
- The return or exchange request is made within 28 days of delivery
- The return is made within 14 days of the return or exchange request