FAQ
ORDER
How do I place an order on your website?
Start by adding the desired items to your basket, then validate it by following the steps one by one, enter the information necessary for the delivery of the package as well as the desired delivery method, your promo code, if you have one and proceed to the payment step to finalize the order.
Following the placement of your order, you will receive a confirmation by email.
Where do I add my promo code?
The promo code must be added to your cart when you validate your order.
How do I pay for my order?
To complete your order, simply follow the steps during checkout. You will be redirected to the online payment site. Our online payment system is completely secure; your data is encrypted for optimal protection.
Once the transaction is completed, you will be redirected back to the site where your order confirmation will be displayed, which you will also receive by email.
What payment methods are accepted?
The following payment methods are accepted on our site:
- Bank and credit cards: CB, VISA, MASTERCARD;
- PayPal;
- Payment in 3 installments with Klarna (for orders of €75 minimum);
- Bancontact for Belgian customers.
Can I modify my order?
It is not possible to modify (or add) items to orders that have already been placed. If you wish to order additional products, please place a new order.
Why haven't I received an order confirmation?
The order confirmation, including the order number, is automatically sent to the email address provided during checkout as soon as the order is validated. If you haven't received an order confirmation, the message may have landed in your spam folder or there may have been an error when entering your email address. In this case, you can contact us to request confirmation at the following address: contact@deaurea.fr
Will I receive a notification once my order has been shipped?
Once your order has been shipped, you will automatically receive a shipping confirmation email. If you don't see the message in your inbox, please check your spam/junk mail folder.
PAYMENT
How do I place an order on your website?
Start by adding the desired items to your basket, then validate it by following the steps one by one, enter the information necessary for the delivery of the package as well as the desired delivery method, your promo code, if you have one and proceed to the payment step to finalize the order.
Following the placement of your order, you will receive a confirmation by email.
Where do I add my promo code?
The promo code must be added to your cart when you validate your order.
How do I pay for my order?
To complete your order, simply follow the steps during checkout. You will be redirected to the online payment site. Our online payment system is completely secure; your data is encrypted for optimal protection.
Once the transaction is completed, you will be redirected back to the site where your order confirmation will be displayed, which you will also receive by email.
DELIVERY
What is the shipping time for my order?
Your order will be delivered within 3 to 5 business days to France. During periods of high order volume, delivery times may be longer. Please note that no deliveries are made on Sundays or public holidays.
I received one or more damaged products, what should I do?
You can contact us by email at contact@deaurea.fr , indicating the damaged product(s) and sending us the following documents:
- Photos of damaged products
- Photo of the shipping label affixed to the package
You will receive an answer and a solution as soon as possible.
BACK
I wish to return one or more item(s), what should I do?
In accordance with the law, you have 14 days after receiving your order to inform us of your wish to exercise your right of withdrawal .
To do this, you must send us a request to contact@deaurea.fr specifying the order reference and the products concerned .
We will deduct €8 from the refunded amount, corresponding to a contribution to the logistics and processing costs of the return, unless otherwise indicated by us.
Simply returning products without prior request or refusing delivery will not be considered a valid withdrawal .
Returned products must be:
- Not used
- Sealed
- In their original packaging and in perfect condition
Without compliance with these conditions, we will not be able to process any refunds.
If all conditions are met, we will refund you via the same payment method used for your order, after receiving and verifying the returned products.
My package has been returned to the sender, what should I do?
If your parcel has been returned to us because the holding period at the relay point has been exceeded , a fee of €4.90 will be charged to you to cover the reshipping costs.
For your information, the holding period is 5 days.
However, if your package has been returned without any action on your part (for example, in the case of a package damaged during transit or an error by the carrier ), we invite you to contact us at contact@deaurea.fr. We will examine the situation and offer you a suitable solution .