Last updated: October 29, 2026.

1. Track your order

1. Sign in to your account with your email address and password.
2. Open your orders : click “Orders” at the top of the page, or your name then “Order history”.
3. View the details of an order: status, products, delivery method and payment. Each change of status is also sent to you by email.

2. Modify or cancel an order

As long as your order has not been shipped, you can request its modification or cancellation by contacting us. Once you have received the product, the return is made under the right of withdrawal (see Returns and refunds).

3. My order has not arrived

The delivery date is announced to you before you confirm your order, and delivery cannot exceed 30 working days. If the announced date has passed, contact us with your order number. You can also cancel the order by simple written notice and be refunded within a maximum of 30 working days (see Delivery).

4. Payment not confirmed

Do not pay a second time. Contact us with your order number and, for a Mobile Money payment, your phone number and the time of payment: we will check and settle your order.

5. Damaged, defective or non-conforming product

Write to us with your order number and photos. We forward your request to the seller. Your rights (price reduction, refund or conforming product, at no cost) are described on the page Warranties and defective products.

6. Before contacting us

• your order number (visible in “Order history”);
• the email address of your account;
• for a damaged or defective product: photos.

See also

How to order · Delivery · Warranties and defective products · Contact us