Track my order
Your order is on its way, or about to leave. Here is how to know exactly where it stands.
The simplest way
Open your order page
You enter your email address, you get a six digit code, and you see your order status and your tracking number. No password to remember.
View my orderDo use the email address you ordered with.
The timings, in plain words
| Preparation | Every bag is prepared to order. Your tracking number reaches you by email as soon as it is available. |
| Delivery | The estimated date is shown on the product page, just below the buy button, at the moment you order. It depends on the model. |
| Shipping | Free with tracking in Belgium, in France and in most European Union countries. For a few more distant countries, 9 €, and free from 100 € of purchase. |
No tracking number yet ? That is normal.
It is created when the parcel ships, not when you pay. You receive it by email as soon as it exists, usually a few days after your order. Until then there is nothing to do and nothing to worry about.
The questions we get the most
My tracking has not moved for several days
That is normal, and it is even the most common case. A parcel is not scanned every day : it can sit for several days without a new step, then catch up all at once. As long as you are within the 12 working days following shipping, there is nothing unusual about it.
I cannot see my order in the Shop app
The Shop app only finds an order if it is linked to the same email address. The most reliable way stays your order page above, or the button in your confirmation email.
I have not received any email
Have a look in your spam folder and in the Promotions tab. If you still find nothing, write to us and we will send everything again by hand.
The delay has been exceeded
Write to us. Past the 12 working days following shipping, we will not ask you to wait : we either ship your order again or refund you, your choice.