FAQ

Quick answers about checkout, shipping, returns, and order tracking.

Important: For faster resolution, contact support directly from the related order.

FAQ support overview

Resolution premier contact

83%

Dossiers complets

78%

Escalades

22%

How do I place an order?

Add products to your cart, proceed to checkout, choose a payment method, and confirm your order.

Can I modify or cancel an order?

Contact support quickly from the order page. Changes may be limited once seller processing has started.

How do I track delivery?

Open your order details and review tracking events. Seller statuses usually progress from paid to processing, shipped, and delivered.

Which payment methods are accepted?

Card, PayPal, wallet, and cash on delivery when eligible by country and seller policy.

How do returns work?

Eligible returns can be requested within 30 days for unused products in original packaging.

When do I receive my refund?

Refunds are usually issued within 5 to 10 business days after return validation.

What if my package is damaged or missing?

Open a support ticket from the order and provide clear photos or shipment details for faster handling.

How can I secure my account?

Use a strong unique password, never share credentials, and contact support immediately if you detect suspicious activity.

Seller FAQ

Manage your listings and view your catalog.

How can sellers reduce disputes?

Keep catalog data accurate, update statuses quickly, and communicate proactively with buyers.

Which statuses should sellers use?

Use processing during preparation, shipped after handoff, and delivered when reliable proof is available.

What if stock is unavailable after purchase?

Inform the buyer immediately and propose wait, replacement, or cancellation options.

Obligations summary

Acteur	Obligations cles
Client	Fournir informations exactes, verifier commande, conserver preuves, communiquer factuellement.
Vendeur	Traiter rapidement, decrire fidelement, mettre a jour statuts, cooperer en litige.
Plateforme	Assurer mediation, securite transactionnelle, moderation proportionnee, traçabilite des decisions.

Vous avez encore une question? Connectez-vous et utilisez le fil de votre commande pour contacter le support avec le contexte complet.

Conseil pratique:

Pour toute demande sensible (paiement, remboursement, litige logistique), evitez les messages courts non contextualises. Donnez une chronologie complete, joignez les preuves et precisez le resultat attendu. Cela permet un traitement plus rapide, plus juste et limite les demandes d informations complementaires.

Modele de message recommande:

1) Numero de commande et date de l incident; 2) Description factuelle des faits; 3) Actions deja realisees; 4) Preuves jointes; 5) Resolution souhaitee. Un format clair facilite l instruction et reduit les delais de reponse.

Derniere mise a jour: Avril 2026