Frequently asked questions (FAQ)
What happens if I am absent at the time of delivery?
No need to worry! The deliveryman will leave a note with instructions on how to collect your parcel (post office, relay point) or schedule a new delivery. If the parcel is not collected in time, it will be returned to us and we will refund your order (excluding delivery charges).
How do I make a return or request a refund?
At Sainte Lucie, your satisfaction is essential. If a product is not to your liking, you can request a return within 14 working days of delivery, provided it is unopened and in its original packaging.
Once the return has been validated, we will refund or replace the product within a maximum of 14 days.
How can I track the delivery of my order?
As soon as your order has been shipped, you'll receive an e-mail containing your tracking number and a link to the carrier's website. You can track your parcel in real time!
What should I do if my delivery does not conform to my order or if my package is damaged?
On receipt, check your parcel carefully. If the packaging is damaged or open, refuse it and note a handwritten reservation on the delivery note (e.g.: "parcel refused because damaged").
Then confirm these reservations by registered mail to the carrier within 3 days, and send us a copy via our contact form.
If you notice an error (missing, damaged product...), contact us via our form with your order number and photos of the package and products. We'll sort it out quickly!
Can I have my order delivered outside mainland France?
For the moment, we only deliver to Metropolitan France (excluding Corsica). If you are close to the border, you can choose a relay point in France to collect your order.
What are the delivery times and methods?
Delivery times are usually between 3 and 7 working days. If you have any problems, please let us know - we'll be delighted to help.
