Frequently asked questions FAQ
We have compiled the most frequently asked questions here, and we have provided precise answers.
If you don't find your question here, our Customer Service is always happy to help you.
Our main warehouses are located in France.
For some products, we also have remote warehouses throughout the rest of Europe.
For internal organizational reasons, not all products are permanently available in all warehouses.
This is however transparent for you. Upon validation of your order, you will be delivered by the nearest warehouse having the product in stock.
In case of an order of several products, it is possible that you will be delivered in several packages of different origin.
In all cases, the delivery costs are only counted once.
In the beginning, we started with national deliveries in our country, France.
Then we expanded our activities, and we are now able to offer an international delivery service to most countries around the world, with a few exceptions.
However, we are dependent on postal services and carriers, so we only ship to destinations where there is a reliable provider who can deliver to that destination in satisfactory conditions.
Depending on the delivery address you provide, you will have the choice between the available solutions.
The delivery fee is the rate charged for the pickup and delivery of your package.
They depend on several parameters. First, there is the destination of your package, then its total weight. From the combination of the two comes a transport grid specific to each provider (mail, parcel, relay point, express transport,...).
The delivery costs are automatically calculated after validation of the delivery address. We propose you the different modes of transport available, classified by default starting from the most economic.
For any order over 69 €uros, delivery fees are offered to metropolitan France, to customers who have created their account.
Packing fees are the cost of the materials needed to transport your package safely. They vary according to the nature of the object sent, whether it is fragile or not, whether it has particular dimensions or not,...
Packing costs do not apply systematically. We take care of them for most standard shipments.
When packing fees apply, it is only a contribution to the total amount.
Your orders are prepared and shipped within 24 to 48 hours. Then they leave our warehouses to be entrusted to the provider according to the mode of transport that you have chosen.
Their delivery time depends on the destination, for metropolitan France it is generally 48 hours, for the international it can go until 15 to 20 days. It is necessary to count with the distance, and sometimes particular customs formalities.
Our stocks being available in Europe, you gain in reactivity compared to certain other merchants who do not have stocks. We are all impatient to receive our order once it is validated, and we are able to avoid unnecessary waiting.
For more information, please see our "Shipping and Returns" section.
You naturally have access to all information related to the execution of your order, by an automatic email at each step (order confirmation, shipping, ...).
a) if you have an account :
Connect to your account via the online store, check in real time the status of your last order, you will have access in particular to the tracking information provided by the delivery service provider, from the moment your package leaves our warehouses and is entrusted to him (depending on availability).
b) If you do not have an account:
As soon as your order is validated and paid, you will receive a shipping confirmation email, as well as a tracking link directly on the delivery provider's platform (depending on availability).
For more information, see our "Shipping and Returns" section.
Your package will be delivered during the day, within the classic service hours (between 8am and 6pm).
In case of absence, if you have chosen a delivery without signature, your parcel will be deposited in your mailbox, if its dimensions allow it.
In case of delivery against signature, or when the dimensions of the parcel exceed the letter box, you will be informed either of the day of re-delivery, or of the nearest place where to withdraw the parcel. You will be able to withdraw your parcel by presenting yourself on the spot, and do not forget to bring an identity document.
For more information, please see our "Shipping and Returns" section.
y entering your email address in the Newsletter form, you join our Privilege Circle, that is to say our customers wishing to benefit from exclusive advantages, and you agree to receive our commercial offers regularly by email.
Don't worry, we won't overwhelm your mailbox, just the essential information to keep in touch and not miss anything. You can unsubscribe at any time without justification.
To unsubscribe, click on the unsubscribe link at the bottom of each email, or request it by contacting Customer Service via the Contact Form.
Please see our Privacy Policy.
It's very simple, follow us on social networks, we are present on the main platforms with the username "@whatsup_lifestyle"!
We look forward to seeing you in our communities,
See You There!
We accept payment by all major credit cards, including Visa and Mastercard.
You can also pay by PayPal, with the possibility of a payment in several times for the customers having created an account.
For payment by PayPal classic, if you do not have an account, and it is not mandatory to create one.
In any case, the payment is simple and fast, you just have to follow the instructions at each step of the procedure.
Note that the online payment is totally secured by an SSL certificate (encryption key) so that your banking information cannot be intercepted and diverted.
If you have any questions about payment or security, please contact our Customer Service via the Contact Form.
You buy with confidence: the online payment is totally secured by an SSL certificate (encryption key) so that your banking information cannot be intercepted or diverted.
Notice the "https" in front of the URL (address) of our store, an "s" for "secure", as well as the small padlock that appears in the URL bar (address) of your browser.
This indicates the use of SSL/TLS protocols to protect financial transactions on merchant sites with the help of an SSL certificate (encryption key).
As responsible e-merchants, we use all the latest technological tools to protect your data and secure your transactions on our store.
If you have any questions about payment or security, please contact our Customer Service via the Contact Form.
In principle, promo codes cannot be combined, except in exceptional cases. In this case, you will be clearly informed in the communication that accompanies the promo code in question.
If you have more than one, you are free to choose which one you want to use. You can simulate the application of the coupon codes in your cart before validating it.
For any difficulty with the application of a coupon code, do not hesitate to contact the Customer Service via the Contact Form.
Our emails are managed by professional automated systems, but sometimes they are classified as "junk" by your email system. Please check your "junk mail" folder first.
Also make sure that you provide us with accurate contact information, without typing errors when you enter it. We do not detect typos and therefore you will not receive our emails.
A good way to check that we are communicating is to subscribe to our newsletter. You'll know right away that everything is fine when you receive the welcome email, and you'll also get your first gift in this mailing.
If you have any questions or difficulties, if you don't find an answer or a satisfactory solution in our emails, don't hesitate to contact the Customer Service via the Contact Form.
We are sorry for the delay and we apologize for the delay.
When your order is ready, it leaves our warehouse and is given to the carrier. We do not always control all the steps of the delivery since it is provided by this third party.
If you have a problem with your order, don't be left alone with your problem. The first reflex is to contact the Customer Service via the Contact Form. Your satisfaction is our priority, we will always find the best solution together.
You can track your package at any time until it is delivered by logging into your customer account, or via the tracking link provided (if available).
In the case of international shipments, additional time may be required due to customs formalities.
For further assistance, please contact Customer Service via the Contact Form.
We are sorry to hear that you are disappointed with your choice.
If you have a problem with your order, don't be alone with your problem. The first reflex is to contact the Customer Service via the Contact Form. Your satisfaction is our priority, we will always find the best solution together.
If you choose to return your order, you will have the choice between an exchange or a refund, please read our return conditions, with exchange or refund.
For more information, see our "Shipping and Returns" section.
Your satisfaction is our priority, we will find a solution together. We are sorry to have to return the product.
You will have the choice between an exchange or a refund.
Please read our return policy. The procedure to follow is described very precisely, to speed up the processing of your request.
Please also see our "Shipping and Returns" section.
En cas de produit défectueux ou d’erreur de notre part (erreur de préparation : article, taille, couleur,…), nous prenons naturellement à notre charge les frais de retour.
Pour obtenir l’étiquette retour à coller sur votre colis, contactez simplement le Service Client via le Formulaire de contact.
Dans tous les autres cas, nous pouvons prendre en charge les frais de retour des clients ayant créé un compte, sauf demandes abusives ou répétées. Dans ces derniers cas, les retours intempestifs entrainant des frais de traitement supplémentaires, vous comprendrez que les frais de retour restent malheureusement à votre charge.
A ce sujet, consultez aussi notre rubrique « Expédition et retour ».