FAQ
Orders & Purchases
Can I request a refund/exchange?
Can I request a refund/exchange?
To request a return or exchange, please contact us within 30 days after the delivery of your package.
If your product is defective, please send us information, photos, videos, etc. so that we can help you resolve the problem. If the problem persists or can't be resolved, we will refund or exchange you this product.
For products in good condition, where the customer requests a return because they no longer want them. Please note that we only accept returns if the products are still packaged and in perfect condition.
In this case too, the return costs are the responsibility of the customer.
Can I cancel my order?
Can I cancel my order?
Order cancellations are possible until the order is shipped. You can request a cancellation by contacting us directly.
Can I change my address?
Can I change my address?
Yes you can change your address before your order is shipped by contacting us.
How can I edit my order?
How can I edit my order?
You can modify your order, add or remove a product before it is shipped. Do not hesitate to contact us if you wish to make a modification.
What are the payment methods available?
What are the payment methods available?
We accept the most secure and widely used payment methods. You can pay via:
- Card (Visa, Mastercard, CB, AMEX, etc...)
- Paypal
- IDeal
- Bank Transfer
- Shop Pay
Shipping & Tracking
How long does it take for my order to be shipped?
How long does it take for my order to be shipped?
For products In Stock, all the orders are shipped in one business day. We always try to ship orders as quickly as possible.
For Pre-Order products, the Esimtated Shipping Date is indicated on the product pages.
Please note, if you order Pre-Order and In-Stock products at the same time in the same order, they will all be shipped together when the pre-ordered product(s) are available.
You can find Updates & Estimated Shipping Date of your Pre-Order just here.
How long does shipping take?
How long does shipping take?
To ensure your delivery as quickly as possible, orders placed are prepared and shipped in one business day. Delivery times then depend on the carrier and the chosen delivery method. Delivery times vary by carrier.
For pre-orders, the dates announced are always estimates, as we are dependent on the manufacturers. Therefore, if the date is delayed, no goodwill or compensation will be granted. Also, this is the shipping date, the shipping time must be added.
If other products were ordered at the same time in the same order, they will all be shipped together when the pre-ordered product(s) are available.
If you wish to receive the products separately, simply place multiple orders. You can also contact us to request separate shipments. Additional shipping costs may be required.
My package is still not delivered, whereas it should be delivered on this date. What can I do ?
My package is still not delivered, whereas it should be delivered on this date. What can I do ?
First, remember to check whether a neighbor or even your building's caretaker received it for you. It's also possible that your package was dropped off at the nearest post office or a collection point, there should normally be a delivery notice in your mailbox.
Next, remember to double-check that there are no errors in the delivery address you provided when ordering.
It's also possible that your order is marked as delivered, but you receive it a few hours later. If it's been less than 6 hours since you were notified, please wait a little longer. If it's been more than 6 hours, contact our customer support.
Do I have to pay for customs and import fees?
Do I have to pay for customs and import fees?
If you order from a country outside the European Union, you may be subject to customs duties and other fees.
Those amoounts are the responsibility of the customer. The amount depends on the destination country and the value of the order.
I'm trying to buy from the UK but I don't see any shipping options during checkout.
I'm trying to buy from the UK but I don't see any shipping options during checkout.
Since the new rules put in place after Brexit, we accept orders from the UK of a minimum of £137. Below, the shipping methods will not be displayed and it will therefore be impossible to place an order.
Returns & Exchange
I have an issue with a product and/or my order. What can I do?
I have an issue with a product and/or my order. What can I do?
If you have an issue with a product and/or your order, you can easily contact our customer service.
Please include your Order Number or your Full Name to identify your order. We usually answer in one business day.
How can I request a return?
How can I request a return?
To ensure the processing and tracking of returned packages, a return authorization is required.
If you wish to make a return, please contact our customer service.
We will need your order number or, failing that, your first and last name, email address, as well as the reason for the return request.
You can request a return authorization if:
1. The product is defective or damaged
2. The product is not the one ordered
3. You have changed your mind and wish to return it.
In the latter case, you have a maximum of 30 days from receipt of your order to change your mind. Only products returned in their entirety, in their original packaging, complete and intact, including accessories, and in perfect resalable condition will be accepted.
Upon receipt of the package, our team will assess the condition of the returned merchandise.
Learn more about return conditions.
How much time do I have to return a product?
How much time do I have to return a product?
If you have changed your mind and wish to return a product, you have up to 30 days after receiving your order to request a return to our customer service.
Are delivery costs refunded?
Are delivery costs refunded?
We refund delivery costs in certain cases:
1. If we made a mistake in the package contents (missing product, the product is not the one ordered)
2. If one or more products are defective
3. If one or more products were received damaged
We do not refund delivery costs if:
The package is as ordered and you wish to return one or more products.
Can I have an exchange instead of a refund?
Can I have an exchange instead of a refund?
Absolutely! You can choose one or more new products instead of a refund.
We can also refund you in the form of a Gift Card from the store.
About us
Where are you located?
Where are you located?
Our office and warehouse are located in Grimaud, France.
We ship all the orders from our warehouse in France.
How can we contact you ?
How can we contact you ?
If you have any questions or requests, you can contact us just here or to the E-Mail contact@deltakeyco.com