Information and changes to my order:
How do I know if my order has been confirmed?
After placing an order, and once the payment has been approved, you'll be directed to an "Order Confirmation" page. You'll also receive a confirmation e-mail which includes a summary of your order, your order number and invoice attached.
Can I change my current order?
In order to guarantee you the shortest possible delivery times, it's unfortunately not possible for you to change your order on your own, whether to delete an item, change the delivery address or change the payment method.
However, as long as your order has not been placed in "shipped" status, you can contact our customer service, inform them of the changes you'd like to make, and we'll do our best to accommodate you.
Please be aware that you have a 14-day period upon receipt of your package to return all or a portion of your order.
Tracking my order:
How can I track my order?
Once your order has been confirmed, you can track it directly from your client account in the my orders section. You'll also receive an email with the tracking number for your order as soon as it's sent. By clicking on this link, you can track the progress of your order to its delivery address.
I won't be there when my package is delivered. How can I retrieve it?
If you or the recipient of your package is unavailable when the carrier arrives, a delivery notice indicating the date of the next delivery or the location where your package was dropped off will be left in your mailbox. If you are unable to retrieve your package within 14 days of delivery, it will be returned to us and you will be issued a refund.
There is an item missing from my package or an item is damaged. What should I do?
If one of the items you ordered is missing or damaged, please contact us via our contact form so we can correct the situation.
Delivery Options:
What are the delivery methods and delivery times?
France :
• Standard delivery
Carrier : Colissimo sans signature
Delivery delay : 2-3 days
Shipping cost : 6.50€, free for any order over 50€
• Point relais delivery
Carrier : Colissimo sans signature
Delivery delay : 3-4 days
Shipping cost : 3.50€, free for any order over 50€
Dom Tom :
• Standard delivery
Carrier : Colissimo sans signature
Delivery delay : 2-3 days
Shipping cost : 6.50€, free for any order over 50€
Europe E.U :
• Standard delivery
Carrier : DHL
Delivery delay : 2 to 4 days
Shipping cost : 10,50€
Europe non E.U :
• Standard delivery
Carrier : DHL
Delivery delay : 2 to 4 days
Shipping cost: 25€
International :
• Standard delivery
Carrier : DHL
Delivery delay : 3 - 5 days
Shipping cost: 20 to 25€ depending the country
Returns and exchanges:
How do I make a return?
If you are not completely satisfied with your order, we can offer you a refund or exchange, provided that the product(s) are returned to us in their original condition (unopened and unused) and within 14 days of purchase.
• To request a refund, please use our contact form.
• Select "Return request, refund".
• Indicate the reason for your return, the date and your order number. If you are making an exchange, please inform us of this in your request.
• Return the product(s) to EQ's headquarters and include the reason for your return as well as your order number.
Return address:
EQ France
9 rue de la Négresse
64200 Biarritz
France
If the products are returned due to an error in the items shipped, we will also reimburse you for the shipping costs, otherwise the shipping costs are at your expense.
Please note that if you purchased your products through one of our resellers, you will need to make your return or exchange directly through them.
How long does it take to be reimbursed?
Once the items have been received, your return will be processed within 4 working days.