QUESTIONS YOU MIGHT HAVE WHEN PLACING YOUR ORDER

1. I AM UNABLE TO FIND MY COUNTRY IN THE DELIVERY ADDRESS

Can you verify that you are logged in the right version of the website (€, $, £) corresponding to the geographic area of your country. 

2. I AM UNABLE TO VALIDATE THE PAYMENT DURING THE ORDER VALIDATION

Unfortunately, there are several explanations to the fact that you order was not validated, including your bank ceiling, the non-receipt of the 3D Secure code by text message or by email. The easiest solution is to contact your bank to know the exact reason of the rejection of your order

QUESTIONS YOU MIGHT HAVE AFTER COMPLETING THE ORDER

1. WAS MY ORDER TAKEN INTO ACCOUNT?

To find out if your order has been taken into account, two ways: you can look in the space MY ACCOUNT / MY ORDERS to see if your order appears in a few moments and see the detail. You should also receive a confirmation email.

2. IN HOW LONG SHALL I RECEIVE MY COMMAND?

We ship packages in 48 to 72 worked hours and then it takes time for your parcel to be delivered to your address depending on the choice of your standard or express delivery method and the geographical area of destination.

For more information, go to the Delivery Options page.

3. CAN I CHANGE AN ELEMENT OF MY ORDER?

Once the order is validated, you can not change your items. If you change your mind, you can always arrange a return once the order is received.

If you have entered an incomplete address, write to the customer service so that it can make the correction in the computer system before the order leaves the warehouse. However, we can not change the destination of your package once your package has left the warehouse.

4. HOW TO FOLLOW MY PACKAGE?

Go to the MY ACCOUNT / MY ORDERS. The tracking number of your parcel will be informed as soon as the parcel is shipped from our warehouse and you can follow it to your home. You will also receive an email with this parcel number with a link to track your package directly on the carrier's website.

5. HOW CAN I CONTACT YOU?

From Monday to Friday from 9:30 to 17:30 the customer service is available by phone at +33 1 47 43 51 11. You can also contact our team by email via boutique.rg@fft.fr at any time of the day or by filling the form in line in the 'Contact us' section. We are mobilized to answer you as soon as possible.

6. HOW DO I YOU RETURN MY PARCEL?

Upon receipt of the package, if the item does not suit you, you can go to the site in the space MY ACCOUNT / MY RETURNS and complete the return form. Then print it and attach it to your package. The package must be returned at your expense to our warehouse. Upon receipt of the package, if the product confroms to the sale then you will be refunded.

7. I DID NOT RECEIVE MY ORDER WHILE MY TRACKING SHOW THAT THE ORDER WAS DELIVERED

If you did not receive your booking while its status shows that is was delivered, can you forward to us the following documents by email to this address: boutique.rg@fft.fr: a handwritten certificate and signed of non-receipt of the parcel & a copy of your ID card with visible signature ?

8. MY PARCEL IS STILL IN RETURN, WHEN WILL I BE REFUNDED?

First of all, can you verify your tracking link written on your return slip in order to know if your parcel has already been received in our warehouses ? If your parcel is still in return, you will unfortunately have to wait until receipt in our warehouses in order to take your return into account. If your parcel has already been receipt in our warehouses, it will now be processed by our teams in order to proceed to its refund. You will be notified by email when it will be done.

9. I RECEIVED A DAMAGED PRODUCT OR IN A WRONG SIZE/COLOR. WHAT CAN I DO?

In order to analyze your claim, can you forward to us a picture of your item by email to this address : boutique.rg@fft.fr?