• Summary

Help

This help topic has been designed to answer questions frequently asked by our customers. If, however, you have a particular request, do not hesitate to contact our Customer Service on the following page: Contact form

  1. I would like to create a customer account. How can I do this?

  2. Just click on the following link and fill in the requested information:
    Create my account

  3. I have forgotten my password. How do I get it back?

  4. Just click on the following link and fill in the requested information. A message will be sent to you by email, this message may be sent to your junk mail, we invite you to check this folder.
    Create my account

  5. I would like to change my password. How can I do this?

  6. Just click on the following link and fill in the requested information: Change my password
    Change my password

  7. I would like to change my contact details. How can I do this?

  8. Just click on the following link and fill in the requested information:
    Change my contact details

  9. I would like to change my email address. How can I do this?

  10. Just click on the following link and fill in the requested information:
    Change my email address

  11. I would like to receive all news and offers by email. How can I do this?

  12. Just click to subscribe to the newsletter by filling in your email address in the corresponding field at the bottom of the page.
    You can also manage your newsletter subscriptions by clicking on this link:
    Manage my newsletter subscriptions

  13. I would like to unsubscribe to the newsletter. How can I do this?

  14. Click on the link to unsubscribe in the newsletter.
    You can also manage your newsletter subscriptions by clicking on this link:
    Manage my newsletter subscriptions

  15. What payment methods are accepted ?

  16. You can find these on the following page:
    See payment methods

  17. What are the delivery methods, times and rates?

  18. You can find these on the following page:
    See delivery methods

  19. I haven’t received my order confirmation. Has it been processed?

  20. Check your customer account, if your order does not appear in the "My orders and invoices" list, we invite you to contact our customer service:
    - by telephone on +33 (0)2 85 52 94 38 (to France).
    - by email by clicking on the link below:
    Contact Customer Service

  21. I would like to view the details of my order.

  22. Just click on the following link :
    View my orders

  23. I would like to change or cancel my order

  24. To change or cancel an order, you have two options:
    - by telephone on +33 (0)2 85 52 94 38 (to France).
    - by email by clicking on the link below and choose "Cancel/Change my order":
    *We are not able to guarantee the changing or cancellation of your order.
    Contact Customer Service

  25. I would like an invoice

  26. Just click on the following link and select "Details":
    View my invoices

  27. I would like to track my parcel

  28. Just click on the following link :
    Track current orders

  29. I have not received my package, the delivery time has passed

  30. Contact our Customer Service:
    - by telephone on +33 (0)2 85 52 94 38 (to France).
    - by email by clicking on the link below:
    Contact Customer Service

  31. How can I get information about a product?

  32. Contact our Customer Service:
    - by telephone on +33 (0)2 85 52 94 38 (to France).
    - by email by clicking on the link below:
    Contact Customer Service

  33. What are the advantages of the Loyalty Club?

  34. The Loyalty Club allows you to benefit from discounts to be used on your next orders (excluding shipping costs, warranty, products that are discounted or on special offer, excluding red dot products). Discounts applied on the websites are as follows:
    - For one or two orders placed, you will receive a 2% discount on your 2nd and 3rd orders with the code FIDELITE2.
    - For three and four orders placed, you will receive a 4% discount on your 4th and 5th orders with the code FIDELITE4.
    - For five and six orders placed, you will receive a 6% discount on your 6th and 7th orders with the code FIDELITE6.
    - For seven and eight orders placed, you will receive an 8% discount on your 8th and 9th orders with the code FIDELITE8.
    - For nine or more orders placed, you will receive a 12% discount on all future orders with the code FIDELITE12.
    Discounts are not automatic or retroactive. To benefit from these discounts, each customer will have to enter the associated discount code in the box "Do you have a discount code?" on the website’s shopping cart page. The discount will then be applied to the products eligible for the offer.
    Learn about the Loyalty Club

  35. I am not satisfied with the product I have just bought and I would like a refund.

  36. You have 14 days, as from the delivery date, to return all or part of your order. If this time limit is exceeded, we will no longer be able to process your request.
    The item must be in its original packaging intact, complete with instructions and accessories. Returns must be made in a strong cardboard box to avoid damage to the product. Return costs are borne by the customer.
    Items returned incomplete or damaged cannot be returned or exchanged. Shipments with carriage forward or cash on delivery will be refused.
    This service does not apply to products made according to customer specifications, such as personalized puzzles, and Products which, due to their nature, cannot be reshipped or are likely to deteriorate or expire quickly (paints, glues and varnishes, foodstuffs).
    Upon receipt of your parcel, we will credit your wallet within 30 days with the amount due for the returned items.This amount may be used for another order within 6 months.
    Any return of goods requires the prior agreement of the seller to allow us to send you a return number which must be written on your package, as well as the address to which to return the product.

    Contact our Customer Service:
    - by telephone on +33 (0)2 85 52 94 38 (to France).
    - by email by clicking on the link below:
    Contact Customer Service

  37. My product is defective (or incomplete)

  38. The products are guaranteed against material or manufacturing defects for a period of 12 months from the date of delivery. The warranty covers your product upon receipt against any failure occurring during normal use. It does not cover accidental breakage of your product.
    If it seems to you that your package was damaged during transport, we invite you to let us know and send us the photos of your package. Interventions under the warranty cannot have the effect of extending the duration of the latter.
    Depending on the nature of the problem, the seller may offer the return of a defective product under warranty, in this case, we bear all the costs of repair or exchange as well as the cost of returning the product. Any return of goods requires the prior agreement of the seller.

    Contact our Customer Service:
    - by telephone on +33 (0)2 85 52 94 38 (to France).
    - by email by clicking on the link below:
    Contact Customer Service

  39. I have received an item that does not match the product ordered. My order is incomplete

  40. Contact our Customer Service by specifying the exact problem encountered and your order number :
    - by telephone on +33 (0)2 85 52 94 38 (to France).
    - by email by clicking on the link below:
    Contact Customer Service