Frequently Asked Questions

Please read our FAQ before sending us a message.

Yes, absolutely. We deliver all over the world.

Our offices are located in France. Our international warehouse is located in China.

Yes, wait 3 days after your order and ask us by email at hello.service.customer@protonmail.com

Our products are shipped separately according to your order. If your order contains items from two different warehouses, for example, there will be two deliveries. The rest of the order will most likely arrive shortly.

We’re sorry to hear that. Simply send us an image of the damaged item in question to the following email address: hello.service.customer@protonmail.com and we will send you a similar replacement item as quickly as possible.

We are located in Angers, France.

We apologise for the delay. International shipping can sometimes take longer than expected due to customs clearance. However, you can track your order and see where it is at any time. If you still feel you need help tracking your package or would like to make an enquiry, please contact us by email at hello.service.customer@protonmail.com.

→ Each customer who wishes to return their order has 30 days from the date of receipt of the order to make a return.
To do this, the customer is required to submit a request to us via the email form, indicating the order number.
→ If an item has a manufacturing defect or is not in conformity, it is imperative that you contact us within 48 hours of receiving the order. After this time, the order is deemed to be compliant.
Detailed returns policy :
If the buyer changes their mind and wishes to obtain a refund for their order, they have 30 days from the date of receipt of their order to send their request for a return to Customer Services, via the contact form. If the 30-day period normally expires on a Saturday, Sunday or public holiday, it will be extended to the next working day.
If an item is faulty, the buyer has 48 hours from receipt of the order to contact Customer Services. In such a situation, the buyer must send proof of the defect(s) by e-mail (description and photos attached) to Customer Services, firstly via the ‘Contact Us’ form.
If the buyer has benefited from an item offered for his/her order, for whatever reason, such as a parcel lost and undelivered, abnormal delay in delivery, special offer or gift, and wishes to return part or all of the said order, the buyer must also return the item offered to him/her.
In the event of a return, range maquillage is obliged to reimburse the sums paid by the customer, with the exception of the return costs. Postage costs (return postage) are payable by the purchaser and are not refundable. It will therefore be the responsibility of the customer to pay their own shipping costs to return their item to our manufacturing centre in Asia, to the return address that will be communicated to the customer by Customer Service. Any shipping costs, such as for secure delivery, are not refundable.
The refund of the order is due within a maximum of 10 working days from the date of receipt of the returned parcel(s).
This policy applies to all items sold on the site.