If you choose delivery to a pickup point (point relais), you must select your preferred pickup point after your purchase. If you don’t select one, we will pick the closest one to your home address for you.

Important: we do not verify whether the pickup point you (or we) choose is still active with the carrier. Some points may no longer work with the chosen carrier, and unfortunately, we have no control over this.

If a package gets lost or doesn’t arrive at the selected point because it is inactive, we
cannot be held responsible. we know this can be frustrating, but this is a limitation of the system we are working with.

We only issue refunds for returned items. If your order is lost or delayed, we are unable to refund it unless we first receive it back.

For all lost packages, we will open a ticket with our shipping platform Sendcloud. This process can take some time before we receive updates or solutions. Additionally, it may take time to recover the package. Once the package is returned to us and everything is in order, we will issue a refund.

As a small business, frequent losses and refunds seriously impact our ability to thrive, so we appreciate your understanding and patience in these cases.

Many of you love this option because it’s affordable. However, Mondial Relay has proven unreliable in some cases. If you choose this carrier, you do so at your own risk. Please consider this when selecting your shipping method.