Do you have a question about your purchase or your FRNCH products? Save time by finding an answer in a few clicks.


How to place an order on the site?

In order to be able to place an order, it is necessary to create a customer account. Then all you have to do is put items in your shopping cart by clicking the "Add to Cart" button. Once in your basket, you can place an order by following the various stages of the ordering process (basket validation, address, delivery and payment). By validating your order, you accept the General Conditions of Sale of our site.

How to track your orders?

You can track your order from your customer account under the "My Orders" section. There you will have access to the list of your orders and their status. The tracking link will be sent by email as soon as the order is shipped. It will also be available in the details of your order.

I wish to cancel or modify my order?

We do not modify orders once they are confirmed, but we can cancel them, if still possible, so that you can place the order again.

Cancellation is only possible if the order is still awaiting preparation. Once the preparation has started, we are no longer able to intervene, and the order will be shipped.

I have not received an order confirmation email

If you have not received a confirmation email, we advise you to check your junk or spam folder. If it's not there, please don't hesitate to contact us using the contact form. We will then verify that your order has been properly recorded and provide you with information regarding your order.

I have not received my entire order.

If one of your items is missing, please contact our customer service team as soon as possible so that we can make the necessary arrangements.

I received a defective product

We are truly sorry that you received a defective item. To resolve this issue as quickly as possible, we invite you to contact our customer service and provide them with photos of the concerned item.

I received an incorrect article

We are committed to resolving issues related to an incorrect item as promptly as possible. If this happens, we invite you to contact us as soon as possible and return the concerned item by initiating a return request through your customer account to receive a refund. You will need to provide us with:

  • photos of the concerned item,
  • the label or product reference,
  • the invoice (optional).
    Of course, we will also refund the shipping costs if the delivery was paid for, once we have received your package.
    Every returned item will be inspected upon arrival. If our quality control team deems that the return conditions are not met (for example, if tags have been removed or the item shows signs of wear), and we are unable to restock it, the return will not be accepted, and it will be sent back to you at your expense.


What are the delivery methods?

Delivery is made with:

Mondial Relay (pickup point) - Free
Colissimo home delivery - without signature - 6.95€
Chronopost - express delivery - 7.50€

What is the delivery time?

Delivery times are 2 to 4 days for standard delivery, after the package has been shipped. For international deliveries, it's between 3 to 5 days depending on the country, after the package has been shipped.

What should I do if my order still hasn't been delivered?

In case of a delivery issue due to:

  • the loss of your package,
  • the non-delivery of your order despite a tracking number indicating that the order has been delivered,

Please contact us so that a claim can be filed with the carrier.

Once the carrier has completed the investigation following the claim, an email will be sent to you informing you either:

  • that your order will be compensated because it was recognized that a problem occurred during delivery,
  • that the investigation confirms that your order was indeed delivered to the specified address.

In both cases, a solution will be provided to you.

My order is being returned to sender

Please be assured that if this situation arises, we can resend your order as soon as it arrives back at our warehouse.

To do this, do not hesitate to contact us through the contact form, specifying the desired re-shipping address. If you prefer a refund for the order, we invite you to also mention this in the email.

Should I expect to pay taxes and duties if I order from the United Kingdom?

Yes, customers from the United Kingdom may be subject to taxes and import duties on their orders. Due to recent changes in post-Brexit customs regulations, additional fees may be applied to your parcel upon its arrival in your country. These fees vary depending on the value of the goods and the applicable tax laws.

How can I find out how much I will have to pay in taxes and duties?

Taxes and import duties are determined by the customs authorities of your country. We recommend consulting local customs services or contacting your customs office for specific information on current rates.

Are taxes and duties included in the total amount of my order?

No, taxes and import duties are not included in the total amount of your order. These additional fees will be the responsibility of the customer and must be settled directly with the customs authorities of your country.

Can I cancel my order after shipment if I do not wish to pay taxes and duties?

Unfortunately, we cannot cancel orders due to taxes or import duties. By placing an order on our website, you accept responsibility for these potential additional fees. We encourage you to thoroughly understand local customs regulations before finalizing your purchase.


How to return an order ?

1. Log into the return interface with your order number (e.g. 80025) and the email address used to place this order.

2. Select the items you wish to return and reason for returning.

3. Select your return method.

4. Click on the button to download your return label.

5. Pack up the items you wish to return and include the delivery paperwork and/or your invoice in the package, as this will make identifying and processing your order quicker and easier.

6. Print your return label, attach it to your sealed box and drop off your package at the closest post office.

What are the return conditions?

You have a 15-day window to initiate a return request and an additional 15 days to drop off the package at a Pick up point.

Returns are free in France and Belgium, but return fees of €10.90 are deducted from the refund in other EU countries. Outside the EU, return costs are the responsibility of the customer.

How long will it take to get a refund after my return

Refunds will be processed within 14 days from receipt of your returned item(s), and will be credited to the original payment method used to place the order. You will receive an e-mail confirming the receipt of your item(s) and their corresponding refund.

Have you received the items I returned to you?

Once you've dropped off your return package at the designated Point Relais, please allow up to 2 weeks for the package to be delivered to us, processed, and for the refund to be issued.

You will receive an automated email once the refund process has been initiated.

If you haven't heard from us after this period, please contact us!

How can I exchange my items?




What payment methods can I use to pay for my order?

You can pay for your order using:

  • Credit card (VISA, MasterCard, Carte Bleue)
  • Paypal
  • Alma - Pay in 3 times
Is my payment secure?

Your payment is secured by Shopify Payments.

I can't finalize my cart?

If you have difficulties when trying to pay for your order, don't hesitate to try again with a different payment method. We also recommend switching browsers or using private browsing mode.

If the issue persists, you can contact our customer service through the contact form.

My payment was declined, what should I do?

If your payment was declined on our site, we advise you to:

Check your payment details. Ensure that you have correctly entered all the required information, such as the card number, expiration date, and security code (CVV). Also, make sure you have sufficient funds in your bank account.

Contact your bank or credit card issuer. It's possible that your payment was declined due to a restriction or a security issue with your card. You will need to get in touch with them to get information about the payment refusal and to check if any additional measures are needed to authorize the transaction.

If the issue persists, please contact our customer service and consider using another payment method, such as Paypal for example, to see if that resolves the problem.

I would like to pay for my order with a promo code.

If you wish to use a discount voucher to pay for your order in full or in part, you need to enter your voucher number in the "discount code" section of your cart.


I would like to create my Frnch account

To create your Frnch account, simply click on "Login" on the homepage of the website, then click on "Don't have an account? Create one" and then follow the registration steps to sign up.

I would like to delete my account

To delete your Frnch account, you can send us an email via the contact form.

We encourage you to explain the reason for your request so that we can consider your feedback. Our customer service will contact you to confirm the deletion of your account