Our customer service is available from Monday to Friday from 9:00 a.m. to 6:00 p.m.
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Frequently Asked Questions
A question?
On this page you will find our customers' frequently asked questions.
Our customer service is also available to answer any further questions.
You can return an item that does not suit you at any time and independently within 14 days of receiving your order.
You must return your order with a copy of the invoice, adding a note if possible.
Please note that the products you return must be in perfect condition and in their original packaging.
All products are checked when processing your return and if it is damaged, we will not be able to process your return and your package will then be returned to you.
All returns result in a credit to the customer account.
When you return items, you will be provided with a tracking number (present on the proof of deposit from the relay point, the postal invoice or the receipt for the prepaid label).
Using this number, you can easily track your package using the website of the carrier you have chosen.
For any withdrawal, we will proceed to credit or exchange within 14 days following your withdrawal or failing that on the date of receipt and inspection of the package at our premises.
Assets are usually made within 5 to 15 days after receiving your package. We mainly use this time to receive and process your return: unpacking, inspecting returned items, putting them back in stock.
We do our best to process your return as quickly as possible. However, due to our success at certain times of the year, it may take a little longer than usual to process your return.
Please note that we only issue credits to customer accounts and not refunds.
The orders you place are prepared and shipped as quickly as possible.
However, sometimes, in rare cases, a delay occurs.
The first step is to check your order confirmation email. The approximate delivery time is always indicated on the confirmation email.
In case your order status is “delivered”:
Check your Account to make sure the delivery address and contact details are correct.
If you have ever received a delivery notice from one of our carriers, it is then possible that the package is waiting for you at your local post office or at a nearby relay point. If it is still with the carrier, contact them directly to arrange a new delivery.
Check with your neighbors to make sure they haven't picked up the package while you were gone. Ask anyone else who lives at the same address.
You must attach the following documents: If you have not found your package after carrying out all of these checks, please contact us using our contact form or write to us at: [email protected]
– A document certifying on your honor that you have not received the item in question
– A copy of your identity document.
We will then process your request by offering you the most suitable solution.
The easiest way to track a package delivery is to click on the link in the shipping confirmation email.
This email is sent directly to the email associated with your customer account. If you cannot find this email, we invite you to:
– Check your spam, it is not uncommon for mailboxes to automatically filter this type of email
– Wait a few days: if you don’t have an email, it means that your order has not yet been shipped.
This link will take you to the carrier's website and will display the parcel number used for your order.
You can only track your package from the day after it is handed over to the carrier by our services.
We work with several carriers that we select according to the nature of the package and the delivery address.
Here is the list of our partners. Depending on the carrier we have selected, here is how to track your package.
– La Poste, delivery between 2 and 4 days. You can contact customer service and track your package here. You can also contact them at 3631.
– Chronopost, delivery in 24 hours in France and 3 days in Europe. You can contact customer service and track your package here. You can also contact them at 0 825 801 801.
– Mondial Relay, delivery within 5 days. You can contact customer service and track your package here. You can also contact them at 09 69 32 23 32.
– Letter tracked by La Poste, delivery between 2 and 4 days. You can contact customer service and track your package here. You can also contact them at 3631.
If your order hasn't arrived on the expected delivery date, we're here to help. Before contacting us, here are some things you can check yourself:
– Check the tracking link in your confirmation email which will let you know where your order is.
– Check your account to make sure the delivery address and contact details are correct.
– If you have ever received a delivery notice from one of our carriers, it is then possible that the package is waiting for you at your local post office or at the nearby collection point. If it is still with the carrier, contact them directly to arrange a new delivery.
– Check with your neighbors to make sure they haven’t picked up the package while you were away.
– Ask anyone living at the same address.
If you have not found your package after carrying out all of these checks, please contact us by email: [email protected]
– A document certifying on your honor that you have not received the item in question
– A copy of your identity document.
We will then process your request by offering you the most suitable solution.
The easiest way to track a package delivery is to click on the link in the shipping confirmation email.
This email is sent directly to the email associated with your customer account. If you cannot find this email, we invite you to:
– Check your spam, it is not uncommon for mailboxes to automatically filter this type of email
– Wait a few days: if you don’t have an email, it means that your order has not yet been shipped.
You can only track your package from the day after it is handed over to the carrier by our services.
You can change your order if you contact us before 1pm on the same day you placed your order.
Our logistics teams are doing everything they can to prepare your order as quickly as possible once you have validated it on our site.
If the deadline no longer allows for its modification (you placed your order at 10 a.m., but you contact us at 1:05 p.m. for example), then we will no longer be able to modify it.
In fact, once the box is sealed it is handed over to the carrier and it is no longer possible to stop it. It will then reach your door.
No, cancellation of orders is not possible, as they are immediately forwarded for processing to one of our automated logistics sites.
You can download the invoice directly in your customer area. Simply log in to your Chic Time account with your login details.
Go to the “history and details of my orders” section and “click on view orders”.
You will get the list of your orders with the invoice link.
It is rare for this type of error to occur, as our services prepare your packages by hand and with the greatest care.
In order to process your request as quickly as possible, we ask that you send us a photo of the item you received with:
– the supplier reference of the product received in error
– the barcode of the product received by mistake
By email: [email protected]
It is essential for us to be able to identify the product in order to ensure that this type of error does not occur again.
If you wish, we will send you the product you originally ordered at our expense, or another product of your choice if it is no longer in stock. We can also offer you a refund or credit.
We want our customers to receive items in perfect condition, which is why our teams prepare your packages by hand with the greatest care.
However, if an item is missing from those you have ordered and in order to process your request as quickly as possible, we ask that you send us the following documents by email:
– A photo of the package showing its undamaged condition (tape, labels, interior)
– A document certifying on your honor that you have not received the item in question
– A copy of your identity document.
We will then process your request by offering you the most suitable solution.
You must absolutely keep all the elements of your order while your file is being processed (packaging, other products, boxes, etc.).
Make your request by email: [email protected]
There are 3 different statuses that determine the availability conditions of the item you want.
• If the item is in stock, you can click on the button provided to order it. The mention: “In stock – Dispatched within 48 hours” assures you of its availability.
• If the item is currently being stocked: the exact date of availability is indicated by the following mention: “Currently available”, this means that we are waiting for delivery from our supplier to be able to ship it to you. Or that the order will be shipped directly from our supplier.
You can still place an order: we will keep you informed when the product is restocked and when it is shipped.
• If our supplier is not yet able to provide us with an exact supply date, the message “Out of stock” will be indicated.
NB: in very rare cases, the time it takes to update our stock following customer orders may cause a gap to appear for a few hours between the “in stock” status of the product and its actual unavailability.
We make every effort to provide as much information as possible about our products, but you may have additional questions that our product sheets do not answer.
Do not hesitate to click on the "more info" button below the product name on the right side of its sheet to consult all the information we have.
You will find the product characteristics (compositions, sizes, weight) as well as a short description to ensure your purchase.
The information we provide you is that provided to us by the manufacturer. It is contractual.
For any other questions, you can write to us at: [email protected]
As an e-commerce player, we are very responsive in adjusting our prices based on our suppliers' purchasing prices, stocks, exchange rates, etc. Our aim is to offer you the widest variety of products at the best prices.
Due to promotions or sales, our prices may also change. The price difference for orders placed before promotions or sales cannot be refunded.
When you want to make purchases or access your account, we ask you to log in.
If your email address or password are not recognized, follow these instructions:
– Make sure to use the email address and password associated with your account;
– If you don’t remember your password, click on the “Forgotten your password?” link on the login page. You will then be asked to enter your email address and we will send you a message with a link to create a new password; (If you don’t receive it within the next few minutes, check your Spam folder)
If you still can't connect, contact our Customer Service at the bottom of the page giving them as much detail as possible about the problem, screenshots of the error message and what you have tried to do to fix it.
Once you have created your account, you will be able to log in to your account by clicking Log In at any time.
This is where you should go if you want to change your password, email address, shipping and billing addresses, payment methods, and contact preferences.
