Question 1

How to place an order?

Accepted Answer

Add products to cart, click "Checkout", enter your shipping address and pay securely via Stripe.

Question 2

Can I modify my order after payment?

Accepted Answer

As long as the order isn't marked "Shipped" by the vendor, contact them via messaging. Otherwise, use the return process.

Question 3

How to track my order?

Accepted Answer

Go to "My Orders" → click the order → a carrier tracking link appears once shipped.

Question 4

What are the delivery times?

Accepted Answer

Standard 3-5 days, Express 1-2 days, Pickup point 4-6 days. EU international 5-8 days.

Question 5

Do you ship internationally?

Accepted Answer

Yes: France, Belgium, Switzerland, Germany, Italy, Spain, Netherlands, Portugal, UK and soon US/Canada.

Question 6

Shipping fees?

Accepted Answer

Free from 50€ in France. Otherwise, automatic calculation based on weight, country and carrier.

Question 7

Can I return a product?

Accepted Answer

Yes, you have 30 days after receipt for any return, without needing to justify your decision.

Question 8

How long for refund?

Accepted Answer

Once received and inspected by the vendor (within 5 days), Stripe refunds within 5-10 business days to your card.

Question 9

What payment methods do you accept?

Accepted Answer

Visa, Mastercard, American Express cards via Stripe Checkout. PayPal optional for some vendors.

Question 10

Is my payment data secure?

Accepted Answer

100%. Stripe is PCI-DSS Level 1 certified. We never see or store your card number.

Question 11

How do you protect my account?

Accepted Answer

Hashed passwords (bcrypt), signed JWTs, HTTPS everywhere, full GDPR compliance.

Question 12

How to request a quote?

Accepted Answer

On each product page, click "Request a quote" at the bottom. Fill the form with your company and tax ID.

Question 13

How fast do vendors respond?

Accepted Answer

Most vendors reply within 24h. You receive an email notification + "Quote received" status in /quotes.

Question 14

Can I pay a quote online?

Accepted Answer

Yes! In /quotes, click "Accept and pay" to generate a Stripe session with the negotiated prices.

Question 15

My parcel hasn't arrived

Accepted Answer

Check tracking in "My Orders". If estimated time is exceeded by 3 days, contact the vendor via messaging. Otherwise open a ticket via /contact.

Question 16

I received a damaged product

Accepted Answer

Take photos within 48h. Open a return from the order selecting "Damaged product" — full refund guaranteed.

FAQ

Orders