FAQs

Although our system is designed to ensure an accurate representation of stock levels as well as the availability of the products ordered, an error can sometimes occur, and in this case, we do our best to ensure that this does not happen again. . If this happened with your order, we apologize, and we will contact you via email to let you know your options and what you would like to do.

Once your order has been placed, we will send you a confirmation email containing all the details of your order.

Even if it is hard to imagine, your mailbox may consider our email as spam which will be redirected to your "junk mail" or "spam" folder. So go take a look to see if our emails have been stored there, and add us to your safe senders list so it doesn't happen again. Also check that your email address is correct. You can also ask us the question directly via the "Contact" section.

We're sorry to hear you're having trouble placing your order. No problem, we're here to help. Just follow these three easy steps. First check that the billing address matches the registration address of your card (the address indicated on your bank statements) as well as the name and surname of the card. Then verify that the credit card number has been entered without spaces or punctuation. Finally, if after completing the first two steps, you continue to have problems placing your order, then contact us via the " contact " section.

Unfortunately, once the order is validated. It is immediately sent to the logistics department to be dispatched as soon as possible. This is totally automated and cannot be undone.
We therefore no longer have the hand to modify it.
However, you have 21 days to return the product to us upon receipt of it, for an exchange or a refund.

Orders are dispatched within 24 working hours, and delivered in 24 to 48 hours. You are therefore delivered to your home from 48 to 72 working hours from the perfect receipt of the price of the order. Allow 3 days minimum for destinations in Europe and 5 days for the rest of the world.

We will send you an e-mail with all the information necessary to follow up on your order. So make sure you received it!

We deliver worldwide but our shipments are tracked and insured for the following destinations: France (Metropolitan + DOM TOM), all countries of the European Union, Switzerland, Saint-Martin, Saint-Barthélémy, Monaco, Saint-Pierre -et-Miquelon, Mayotte, New Caledonia, French Polynesia, Canada, Malaysia, New Zealand, Singapore, United States.

If you haven't received your package yet, we're sorry. First check with your neighbors to see if they have signed for your package. For any order delivered to a neighbour, a business card is left at your door to notify you of the name or number of the property to which the package has been delivered. If you still can't locate your package, don't worry, you can contact us via the " Contact " section and we will help you with the process.

Don't worry, the post office activates the tracking numbers within 24 to 48 hours. However, it sometimes happens that the post office forgets to flash certain packages. If you have not received it after 5 days, contact us via the " Contact " section and we will help you with the steps and take over if necessary.

Yes, but remember that your billing address must match your payment card registration address.

We accept almost all credit cards existing in the world.

Our payment procedure is ultra secure. We do not store your credit card information. Our payment solution simply verifies that the cardholder's address matches the card used, and works with Mastercard Secure Code or Verified by Visa to perform more personalized security testing. Our payment solution uses the latest technology with SSL encryption standards, the most advanced security software available for online transactions.

We do our best to offer you products that will give you satisfaction. But if you want to return an item, nothing could be simpler: click here and follow the instructions or send us an email at contact@clefdoree.com .

The portal is very intuitive, fill in your delivery postal code as well as your tracking number or your order number (commenting with "A-...." and let yourself be guided through the steps.

Once your package has been received, we will refund your order within 72 working hours. Added to this is the bank processing time specific to each bank, which can take up to 7-10 days.

We're sorry you received a defective item in your order. Don't worry, you can contact us by sending a photo of what you received via the " Contact " section. Customer service will be very attentive and a new article will be in your mailbox again before you have even had time to realize it.

Your return must reach us within 21 days of the date we received your order. If we receive your return after this date, we reserve the right not to proceed with the exchange or your refund.