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Become a member -10%Frequently asked questions - FAQ
After-sales service
An item is missing from my delivered order
First and foremost, please ensure that the item in question is not on preorder, or if there has been any specific communication regarding its status sent to you. It's possible that your order may be shipped in multiple parcels; if so, we would have informed you of this at the time of dispatch.
We apologize for this error and want to assure you that we are fully aware of the inconvenience these situations can cause. Despite our stringent control measures and the careful attention to the preparation of your order, should an item be missing, our customer service team is fully committed to resolving your issue as quickly as possible.
Should you have any questions or requests, please do not hesitate to contact us directly through the concerned order. Log in to your account and use the contact form available in your order to reach out to us.
Are the return costs refunded for a return?
Obviously the return costs are our responsibility if the error in sending your order is our responsibility. For example :
- If we have sent you the wrong item
- If the item is damaged
Our customer service will send you a prepaid label.
We do not refund the return costs if you do not or no longer wish to keep the items.
The return costs will therefore be at your expense if applicable.
I received a damaged item
We are truly sorry to hear that you have received a damaged item. We understand how frustrating this can be and are here to help.
To enable us to resolve this issue as quickly as possible, please log in to your account and contact us via the contact form included in your order. If the defect is visual, please attach clear photos of the observed damages to your message. These images will be very helpful for us to assess the situation and expedite the resolution process.
Upon receiving your message, a dedicated member of our team will review your case attentively and reach out to offer a prompt, suitable, and satisfying solution. We are committed to taking the necessary steps to rectify this situation in your favor.
Should you prefer, you also have the option to directly contact our customer support through this form.
We are determined to ensure your satisfaction and restore your trust in our services.
I did not receive the correct item
We apologize for this mistake. Rest assured that we are aware of the inconvenience these situations cause. If, despite our control tools and all the care taken in preparing your order, you should receive an incorrect item, our customer service aims to do everything possible to resolve your problem as quickly as possible. We analyze each case individually when it comes to considering a return of merchandise. Our goal is to give you the solution that will be easiest for you to manage and as quickly as possible. Usually you will receive a return label by email in order to drop off the parcel at a parcel / post relay point near you. In the meantime or upon receipt of the return, we have sent the correct item.
You can also contact us directly from the relevant order. Log in to your account and contact us using the contact form in your order.
Right to cancellation - withdrawal
Every European buyer (EU) has a 14-day withdrawal period from the day after the delivery of their purchase.
If you make use of your right of withdrawal, you must return the received goods as soon as possible and no later than 14 days after having informed us of your decision to renounce the purchase.
No justification will be requested.
To send us your cancellation, several methods are available to you:
- Log in to your account and contact us through the form found in the relevant order.
- Our contact form (subject: Right of Withdrawal)
- By sending us this completed form by email or by mail to the address:
La cite des nuages SPRL
(Right to withdrawal)
Drève de l'Infante, 27A
1410 Waterloo
Belgium
You will bear the cost of returning the goods.
Effects of Cancellation
If you cancel your order, we will refund you the total amount of your payment, including standard shipping costs. If you have opted for express shipping, this delivery method will not be refunded.
The refund will be made upon receipt of your return. This refund will be made to your payment card, PayPal account, or by bank transfer to your account. No fee will be charged for the refund.