FAQs

Orders and Customization

1. Can I customize any products in your store?
Most of our products can be customized according to your preferences. Be sure to check out the customization options available on each product page.

2. How can I indicate my personalization preferences?
When you place your order, you have the opportunity to specify the personalization details in the block of text present on the page of each product before adding it to your basket.

You will also find this same block of text when you consult your basket, which allows you to visualize your personalization and make modifications if necessary, before validating it definitively.

In your basket, you will also see a block where it says "Add details to your order if necessary", use this block to communicate to us any useful information that you were not able to provide us upstream (additional address, telephone number to contact, Relay point.....).

3. Are there any additional fees for customization?
Typically, customization fees are included in the product price. However, additional charges may apply for very specific or complex customization requests. These charges will be clearly indicated during the ordering process.

Shipping and Delivery

4. What are the shipping times for my order?
We aim to ship all orders within 24-48 hours of receipt. Exact lead times may vary depending on the complexity of the customization and the volume of orders processed.

5. Do you offer express delivery options?
Yes, we offer an express delivery service via Chronopost for orders requiring rapid delivery. Please contact us for further details on pricing and delivery times.

6. Can I track my order once it is shipped?
Yes, as soon as your order is shipped you will receive a confirmation email with a tracking number. You will be able to follow the progress of your package until its delivery.

Returns and Refunds

7. What should I do if I am not satisfied with my personalized product?
We want you to be completely satisfied with your purchase. If for any reason you are unhappy with your personalized product, please contact us within 14 days of receiving your order to discuss options, exchange or refund. Personalized items are not eligible for returns unless there is an error on our part in the personalization.

8. What is your refund policy?
We opt for a full refund for products on which we have made a clear error. When an error or defect occurring in the product purchased cannot be attributed to us, we analyze each case independently and can offer, without this being obligatory, a commercial gesture for the loss of dissatisfaction.

9. How can I return a product?
Personalized items are not eligible for returns unless there is an error on our part in the personalization.

10. Can I cancel or change my order once it is placed?
We do our best to process orders as quickly as possible. If you need to cancel or change your order, please contact us as soon as possible. We will do our best to accommodate your request, but this will depend on the current status of your order.