How do you make or return an order ?

Order on our site

To place an order on e-commerce, we invite you to do the following steps. This step will only take a few minutes…

  • Add products to your cart and validate it

  • Create your account or sign in by following the steps

  • Pay via our secure payment platform

  1. Add products to your cart

    To add products to your cart, go to an article page and choose your quantity. You have a button “Add to cart”. Just click on it and you’re done. It is also possible to add product from the homepage or category.

  2. Create your account or sign-in and follow the steps

    New client ?

    Your order in 3 minutes

    1. Enter your e-mail address to create your account and validate your cart.
    2. Enter some personal information to ensure a high-quality service.
    3. Validate your delivery and/or billing address.
    4. Validate your carrier and our general sales conditions.

    Already a client ?

    Your order in 60 seconds

    1. Login with your email address or password.
      Forgot your password? Click here
    2. Validate your delivery and/or billing address.
    3. Validate your carrier and our general sales conditions.
  3. Pay via our secure payment platform

Return an order

You can use your client account or send the form via postal mail:

  • Via your client account

    1. In your customer account, access your order history.
    2. Select the order that contains the product you want to return.
    3. Select the product(s) to be returned by ticking the box next to their name(s). You can add an explanation, so we understand why the item was returned.

    Once this is completed, click on “Make a product return”, and the request will be sent to our logistics department.

    At first, the request will have the status “Pending Confirmation”. We will control the administrative aspect and place your order under “Pending Package” status.

    You must return the package to the following address Frappe Cul 12/5170 Lustin, Belgium with the document to print and to include in your package.

    When our teams have received your package, the status will change to “Received package”.

Return conditions

  • You must make your return request via your customer account, within 14 calendar days of receiving your order.
  • The return form that you will receive by e-mail must be included in the return package. This document is essential to process your return. Any package received without a return form cannot be processed by our team. 
  • In the case of a return of several products, please note that you will only receive one document. All products must be returned in a single package.
  • The products you return must be new, i.e. not worn and in their original packaging. They must not show any traces of make-up, wear or use.
  • Upon receipt of the package, our team will judge the condition of the returned product(s). No returns will be accepted if the returned product has been worn, soiled or damaged.
  • Returns are subject to a fee.

For more information, don’t hesitate to consult our general sales conditions or contact us.

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