FAQs
We are always available to help you.
Answers to the most frequently asked questions about purchases
Orders and Shipping
The delivery time can vary depending on the product ordered and its availability from our supplier. However, we make every effort to ensure the shortest possible delivery time.
Your order is shipped within 72 hours depending on availability after being processed within 24 business hours. Our packages usually arrive within 8 working days, but the maximum delay is 15 working days.
For orders requiring special processing or for products currently out of stock with our supplier, it may take longer. We will keep you informed of the delivery times if this should be the case.
Once you have placed an order on our website, you will receive a confirmation email with your tracking number.
You can then track the progress of your package by visiting our carrier’s website.
Enter your tracking number to access all the information about your parcel:
- Pickup date by the carrier
- Current location of your parcel
- Estimated delivery date
You can also monitor the progress of your order from your customer account on our site. Go to the “My Orders” section and click on the tracking number to see the delivery details.
If you notice a delivery delay or if there are no updates for several days, please do not hesitate to contact us. We will liaise with our carrier to locate your parcel.
Making a purchase on our online store is very simple:
- Add the desired product or products to your basket by clicking the “Add to Cart” button.
- Once you’ve made your selection, click on the cart icon in the top right to access your basket.
- Check that the products in your cart are correct and click on “Checkout”.
- You then have the choice of creating an account or checking out without an account by proceeding to payment.
- Enter your shipping and billing information, and choose your payment method from the options provided (credit card, Paypal etc).
- Click on “Pay” to confirm your order.
- You will receive a confirmation email with all the details. Your package will be dispatched within 24 to 48 hours.
That’s it! Payment is 100% secure. Your order will be delivered to the address provided.
We offer delivery to the majority of European countries through our network of partner carriers.
For destinations outside the European Union, customs fees may apply. We advise you to check with the local authorities in your country for any potential taxes on the products ordered.
No, we do not store any bank information of our customers on our site.
When paying by credit card, your payment details are securely collected by our online payment service provider. However, we do not have access to this data.
They are processed only for the duration of the transaction, via a data encryption SSL protocol, and then immediately deleted thereafter. Therefore, no bank information is stored on our servers.
You can make your payments securely on our e-commerce site. The confidentiality of your bank data is guaranteed.
We are committed to adhering to PCI-DSS security standards to ensure maximum protection of your personal and financial information.
The delivery of items ordered from our store depends on the stock available from our supplier at the time of the order.
If all your items are in stock and available from our supplier, they will be grouped and shipped together in one package. This way, you will only pay shipping fees for one shipment.
However, it is possible that some products may need to be delivered separately in case of temporary out of stock with our supplier. In this case, you will receive multiple packages for a single order.
We always strive to group all available items together in order to reduce shipping costs and expedite delivery. If delivery in multiple packages cannot be avoided, the total shipping cost will be optimised.
Before confirming the order, we will inform you if some products might cause separate deliveries. Please do not hesitate to contact us with any questions.
If your parcel tracking says ‘no information available’, it typically means that the order has not yet been processed by our carrier.
Several reasons could explain this:
- The order was placed very recently and has not yet been prepared by our supplier.
- The carrier has not yet scanned the parcel to initiate tracking.
- There is a technical delay between the preparation and the first scan of the parcel.
This message is entirely normal during the first 24 to 48 hours after placing an order. Tracking will be updated as soon as the carrier starts the shipping process and scans the parcel.
However, if this message persists beyond 48 hours without any change, please do not hesitate to contact us. We will take the necessary steps to investigate and ensure that your parcel is on its way.
We understand your eagerness to receive your order. Our usual delivery times are between 8 to 15 working days, depending on the destination.
However, delays can sometimes occur for various reasons:
- Temporary out-of-stock issues with our supplier.
- Delay in order processing by the supplier.
- Transportation issues: strikes, adverse weather, peak activity periods…
As soon as we notice an unusual delivery delay, we contact our supplier and carrier to identify the cause and find a solution.
Please do not hesitate to contact us if your order still hasn’t arrived after x working days. We will do everything we can to determine where the issue lies and expedite the delivery as much as possible.
We sincerely apologise for the inconvenience caused. We strive to deliver your items as quickly as possible.
If you need to exchange an item
Returns and Exchanges
- You have 14 days after receiving your order to inform us that you wish to return or exchange an item. Beyond this period, we unfortunately cannot accept the return.
- The product must be returned in its original packaging, undamaged, and accompanied by all its accessories. It must not have been damaged or used.
- For an exchange: Please contact us by email or using the website’s contact form to proceed with the exchange.
- For a refund: We will refund the amount of the returned item using the original payment method, within a maximum of 14 days after receiving the return.
- Return shipping costs are your responsibility. The refund will cover the total price of the item.
- Returns should be made to this address: EcomShop – 2 rue du Maréchal Leclerc, 23000 Guéret, France
We reserve the right to refuse a return/exchange for an item not sent back under the required conditions.
Please do not hesitate to contact our customer service with any questions or to request a return before sending back your package. We are here to help !
We apologise for the inconvenience if you received an item different from the one you ordered.
Please contact our customer service promptly, providing your order number and details of the error. We will do everything we can to rectify this mistake as soon as possible and apologise for the inconvenience caused.
We are sorry that you received your order in a damaged condition.
In this case, we urge you to get in touch with our customer service as soon as possible by email via our contact form.
Please do not hesitate to attach photos showing the damage to the affected item(s).
We will then launch an investigation with our courier to determine the cause of the damage and find an appropriate solution, such as a replacement or a refund.
It’s important to report any issues to us as soon as possible after receiving your package. This will allow us to best address your claim and defend your interests with our logistics provider.
We sincerely apologise for the faulty delivery and are committed to providing a swift resolution to this inconvenience.
It is possible to cancel an order placed on our shop, provided you inform us promptly and the order has not yet been processed and shipped by our supplier.
You have a window of 2 hours after placing your order to request a cancellation. After this window, the order preparation may already be underway by our supplier and cancellation is no longer guaranteed.
To cancel your order, please fill in the contact form available in the Contact section of the site, stating your order number and the reason for cancellation.
We will process your request as quickly as possible and will confirm by email whether or not the cancellation was successful.
If the cancellation is confirmed, you will be refunded the amount of the cancelled order within a maximum of 14 days.
Please note, personalised orders made to measure cannot be cancelled once confirmed. We advise you to double-check all details before finalising your order.
If you realise there’s an error in the delivery address you entered during your order, please contact us as soon as possible before the parcel is dispatched.
You can alert us:
Via the contact form found under the Contact section on the website.
Please provide us with your order number and the correct address where you would like the parcel to be sent.
We’ll do our utmost with our supplier to amend the address before your order is dispatched.
However, if the parcel has already been processed and handed over to our courier, it may not be possible to change the address anymore. In this case, we will suggest other options, such as resending at your expense.
Do not hesitate to get in touch; we will do our utmost to find a suitable solution so that you can receive your order.
Unfortunately, we do not offer the option to pre-order an item that is temporarily out of stock or unavailable.
Our online catalogue synchronises in real-time with the stock available from our supplier. Items listed as available are ready for immediate dispatch.
As such, we cannot accept orders for products that are currently unavailable from our supplier, even with a view to delivering them later.
However, you have the option to sign up for restocking alerts on our site. You will then be notified by email as soon as the desired item is back in stock and ready to be ordered.
Please do not hesitate to contact our customer service if you need information about the restocking of a sold-out product. We will do our utmost to obtain information on the delivery times expected by our supplier.
Thank you for your understanding. We are doing everything possible to restock our catalogue as quickly as possible.