Payment
When is my payment debited?
Your payment will be processed as soon as your order is confirmed. A confirmation email will be sent to you as soon as the payment is accepted.
What payment methods do you accept?
We exclusively accept payments by credit card (Visa, Mastercard) through a secure payment interface. Your bank details never pass through our servers.
Is my subscription automatically renewed?
Yes. Your subscription is renewed each month on the date of your first payment, unless you cancel it before that date.
What to do if payment fails?
Please check that your bank card is valid and that you haven't reached your monthly spending limit. If the problem persists, please contact our customer service department by email or phone.
Delivery
Which countries do you deliver to?
We ship your orders to mainland France, Belgium, Luxembourg, Switzerland and the United Kingdom.
What are the delivery times?
For France, Belgium, Switzerland and Luxembourg, allow an average of 4 to 6 working days from the date of dispatch.
How can I track the shipment of my order?
You will receive an email containing your tracking number as soon as your package is shipped. You can also track your orders from your customer account.
What should I do if my parcel arrives damaged or is not delivered?
Inspect the package upon receipt. If you notice any damage or if the package is not delivered, contact our team immediately so we can find a solution.
Are delivery charges included in the subscription?
Yes. Offre Plus+ members benefit from free delivery on all their orders, with no minimum purchase requirement. For non-members, a fee of €8.80 applies per order.
Cancellation & Returns
How do I cancel my subscription?
Cancellation can be done at any time from your customer account or by contacting us directly. It takes effect at the end of the current subscription period.
Can I return an item?
You have 30 days from receipt to submit a return request, in accordance with the general terms and conditions of sale. Personalized products and perishable items are excluded from this option.
Who pays for return shipping?
Return shipping costs are the responsibility of the customer. However, if the product received is non-compliant or defective, return shipping is free and fully covered by the Company.
How long will it take to get my refund?
Refunds are processed within a maximum of 14 business days after receipt and validation of your return or cancellation request.
My orders
How can I view my past orders?
Log in to your customer account to access the complete history of your orders and their respective delivery statuses.
Can I modify an order after I have confirmed it?
A change is possible as long as your order has not yet been shipped. Contact our customer service department as soon as possible for any change requests.
Are the products covered by a warranty?
All our products are covered by the legal guarantee of conformity, applicable in the event of a manufacturing defect or malfunction under normal conditions of use. This guarantee is valid for two years from the date of receipt of your order.
In addition, you have 30 days after receipt to test your product and notify us of any problems so that we can offer you a suitable solution.
Subscription
What does the Plus+ Offer package at €38.99/month include?
This offer gives you free delivery with no minimum purchase, a 50% discount on all your orders, and unlimited access to the Digital Space. The first 7 days are free, with no obligation.
How do I subscribe?
Go to the offer page, choose the Plus+ Offer plan, and complete your registration. Your 7-day trial period will begin immediately, with no charges during this time.
Is there a trial period?
Yes, every new subscriber benefits from a 7-day free trial. All benefits are available from day one. No charge will be made if you cancel before the end of this period.
How do I contact customer service?
Our team can be reached from Monday to Friday using the contact details available on our Contact page .
Subscription cancellation
Can I cancel after subscribing?
In accordance with European legislation, the Subscriber has a right of withdrawal of fourteen (14) days from the date of confirmation of your subscription.
Can I request immediate execution of the service?
Yes. If the Subscriber wishes to use the services before the end of the period, they must make an explicit request.
What happens if I cancel after the service has started?
If you exercise your right of withdrawal after you have started using the services, an amount proportional to the time of use will be deducted from your refund.