Help

📩 I did not receive a confirmation email: why?

If you placed an order on our site, then you must have received your confirmation email. If you have difficulty locating it, we suggest you check all of your folders, depending on your email settings, including the main inbox, secondary, commercial, advertising, junk, or spam folders , among others. Or type “Kléophée” directly into the search bar.

📦 What are the delivery times? When will my order be shipped?

DELIVERY

🇫🇷 Metropolitan France: 24h to 48h (working days)
🇪🇺 Europe and Switzerland: 2 to 5 working days
🌍 DOM TOM and rest of the world: 6 to 14 working days

Your orders are shipped by LA POSTE or MONDIAL RELAY.

Why isn't it shipped within the second I order?

Each Chantilly you order is made with care and each order is prepared with dedication. Your patience is greatly appreciated, as this supports small French businesses like ours. Typically, we ship your orders within an average of 24 hours. Thank you very much for your understanding and support. ♡

📬 How do I track my order?

When your order is processed and shipped, you will receive all tracking information in a next email. You will therefore be able to directly track your order from the post office or Mondial Relay website. If we have inadvertently forgotten to specify your tracking number: do not hesitate to send us a short message.

You can go to the Post Office or Mondial Relay website, to enter this tracking number and follow the progress of your order.

✅ The tracking number is not yet active: is it wrong?

NO: rest assured, there is no error. Your order has been carefully prepared and now we just need the time necessary to get it to the postal service or Mondial Relay. On the other hand, it may be that your order has already been placed, but it has not yet been processed or the tracking number has not yet been scanned: they will do this as soon as possible.

📍 My order is on its way: where is it?

We apologize, but our logistical skills are limited to when we drop off your packages at the Post Office / Mondial Relay. Once packages are in transit, we no longer have control over their management, and we do not have direct contact with the postmen. This is precisely why you receive tracking numbers by email, so that you can track the status of your delivery independently.

If your package has just been shipped, we recommend that you wait a few hours to allow the tracking to update as soon as the delivery person picks up your package.In case the tracking remains unchanged during its transit, it is possible that it has not yet been recorded at the next transit point. We suggest checking the tracking over the next 24-48 hours and contacting us if no updates are visible.

🏠 I made a mistake in my address: what should I do?

Don’t panic! If you realize this quickly enough, everything is fine. Simply contact us immediately by mail or by SMS at (+33) 06 52 35 15 08

If the order has already been shipped, no further modifications can be made, the order will arrive at the address indicated.

🔙 The product does not meet my expectations, I would like to return it. What to do?

Please view our return policy by clicking right here.

For hygiene reasons, products that have been opened or used cannot be returned and refunded.

🔐 Are payments secure?

Yes, thanks to the secure payment system on our website. Your information is saved in a secure SSL web page, and is never stored by our servers.

Payments by Paypal, Carte Bleue, Visa and Mastercard are accepted.

🌍 How are customs fees handled?

Customs fees for deliveries to the French Overseas Departments and Territories (DOM-TOM) and countries outside Europe may vary depending on several factors, including the value of the order , customs regulations in force in the country of destination, and other elements.No exceptions will be granted. If you believe that the billing is excessive or unjustified, we strongly encourage you to contact our customer service contact@kleophee.com