Where is my parcel?

This page allows you to easily track your package, understand delivery times, and know what to do in case of a delay.

It applies to all orders placed on our Alsace store.

Confirmation of shipment of your order

As soon as your order is shipped, you will automatically receive a shipping confirmation email.

This email contains:

• Your order number,
• Your package tracking number,
• A direct tracking link to the selected carrier.
• An estimated delivery date for your information.

The carriers used by the Alsace store include:

• Mondial Relay available on +33 9 69 32 23 32*
• Chronopost available on +33 9 69 39 13 94*
• La Poste / Colissimo available on +33 810 821 821**
• Happy Post available on +33 1 56 96 06 79*
• Delivengo available on +33 810 821 821**

* No surcharge applies to this call

** Service charged at €0.06 per minute

How to track your package?

You can track the delivery of your order:

• Via the tracking link in the shipping email
• From your Customer Account → Order History and Details → select the relevant order
• By entering the tracking number in the section below:

Enter the tracking number you received by email and click on Track

Note: additional information may be requested depending on the selected carrier (postcode, etc.).

• By clicking directly on the carrier's website below and entering your tracking number

ℹ️ Tracking may take 24 to 48 hours after the package has been handed over to the carrier to display correctly.

Délais de livraison estimés

The delivery times indicated on the website are estimates. They begin from the moment the package is actually handed over to the carrier.

Additional delays may occur:

• During the summer period (July–August)
• During the holiday season, particularly before Christmas
• During periods of high logistics activity or unforeseen circumstances beyond our control (weather, strikes, customs checks).

Once the customer has confirmed payment for the order, the delivery time is estimated at between 3 and 5 working days in mainland France. 

These delivery times are given as an indication only and may be extended due to logistical constraints, as delivery is carried out by transport providers.

Tracking blocked, delayed, or package not received

If your package tracking has not changed for several days or if the delivery time seems unusually long, we invite you to:

• Check the tracking directly on the carrier's website.
• Check the status of your order in your customer account.

If your package has been in transit for more than 10 days (in France), contact our customer service via the Contact page, specifying:

• Your order number
• The name of the carrier
• Your tracking number

Our team will handle your request and get back to you as soon as possible.

Important Information

• Once the package has been handed over to the carrier, the carrier becomes responsible for its delivery.
• The tracking information is used to determine the status of the delivery.
• In the event of proven loss or prolonged delay, a carrier investigation may be opened, which can take up to 15 business days.

We also invite you to consult the FAQ (Frequently Asked Questions) page, where you will find many answers to your questions.

This page is updated regularly to provide you with clear and reliable information on tracking your orders.