My order is considered delivered on the carrier's website, but I have not received it

Before starting any procedure, make sure that a member of your family or someone close to you (neighbor, caretaker) has not received your package for you.

If you were away for more than 7 days, it is possible that the package will be returned to us after the conversion period has passed at your post office. Your tracking will then state "Package returned to sender".

If, despite everything, you are unable to find any trace of your package, we invite you to contact our customer service via chat , the contact form available in the "Contact us" tab or by telephone on +33 4 85 21 31 78.