I have not received an order confirmation email. Has my order been confirmed?
Once the order has been validated, an order confirmation email is sent.
If you haven't received anything, we recommend you check your spam folder.
Otherwise, the email address may contain a typing error (e.g. "fe" instead of "fr", "gmal" instead of "gmail", etc.). Please check the spelling of the email address when creating your customer account.
I can't validate my order because an error message appears: "Unfortunately, there are no carriers able to deliver to your address". What should I do?
We invite you to clear your browser's cache and/or switch to private browsing.
I can't redeem the coupon I received after subscribing to the newsletter.
This coupon cannot be combined with any other offer.
For the code to work, you need to subscribe to our newsletter. To do this, go to your customer account. Then tick the "subscribe to newsletter" box.
I made a mistake on a product in my order or I forgot to add a product. How do I make the change?
If the status of your order is still "payment accepted", you can contact customer service as soon as possible by email or telephone to cancel your order.
How do I cancel my order?
The order can be cancelled at the customer's request via the contact form. If the order is being prepared/shipped, the customer must refuse the parcel on delivery. The order will be reimbursed within a maximum of 3 working weeks.


How can I find out where my parcel is?
Once the order has been dispatched, a tracking link is sent by e-mail. You will also receive an email from the carrier with your tracking number and the various stages of delivery.
My order tracking link doesn't work or doesn't display any information. What should I do?
Occasionally, the tracking number is not updated. In this case, we advise you to wait a day or two until the status is updated. After this time, we invite you to contact us so that we can give you more information about your parcel.
Do you deliver internationally?
We deliver internationally. Please consult our delivery page with delivery times and rates by country.
How long will it take for my parcel to arrive?
Once the order has been validated, the preparation time is 24h* (48h to 72h during strong promotional periods). Orders placed before 10:30 a.m. are shipped the same day*
We invite you to consult delivery page for delivery times by country.

*Business day

My parcel is indicated as delivered but I have not received it.
If you have chosen delivery against signature please contact us so that we can make the claim and send you a proof of signature indicating the person who received the parcel.
Board check with your concierge or neighbors.
If you have chosen delivery without signature unfortunately, no claims can be made to the carrier, as the package is considered delivered. We invite you to contact us via the contact form so that we can find a solution.


Is it possible to return products?
Returns are possible, but only unopened and unused products in their original packaging may be returned within 10 working days of delivery. Return shipping costs are at the customer's expense.
Once the parcel has been received and checked by our services, we will initiate the refund procedure.

For reasons of hygiene and safety, returns of the washable fabric mask are not accepted.

I did not collect my parcel from the collection point within the time limit, so it has been returned. What should I do now?
In the event of non-reclamation of the parcel, we will proceed with the reimbursement of the order. Shipping costs will be deducted from the refund.

Problems with my order

I've received a damaged parcel, what should I do?
It is possible that an incident may occur during the delivery of your parcel and that one (or more) of the products in your order may be damaged. If signs of damage are visible on the shipping carton, you must refuse the parcel on delivery on the grounds of "damaged parcel". You can then file a claim with the carrier.
Otherwise, please send us a photo of the parcel and the damaged product via the contact form. Once this information has been verified, we will return or refund the product as soon as possible.
A product from my order is missing from the parcel.
Please send us a photo of the package (dimensions) and the delivery note in the package via the contact form. Once this information has been verified, we will return or refund the missing product as soon as possible.
Where can you find WAAM products?
We invite you to consult our list of retailers ICI