Is your site staying open?
Yes, we are IT professionals and the majority of our employees were very quickly able to transfer to working from home without any loss in efficiency.
A reduced team of 3 people manages packaging at our headquarters in Joinville-le-Pont, with maximum security (minimum of 2 meters between people, specific area for receptions and shipments, hydro-alcoholic gel available at each work post and travelling together prohibited).
Are your carriers delivering?
Yes, the Express couriers we work with (DHL, UPS, Fedex, etc.) have all retained the authorisation to deliver to the countries offered on our site, with the exception of a few excluded communities (Italy at the moment). We are monitoring the situation and ensuring that only orders that can be delivered are authorised on our site.
Is there any danger when receiving a package?
The likelihood of an infected person contaminating goods is low, as is the risk of contracting the virus responsible for COVID-19 from contact with a package that has been moved, has travelled, and has been carried to different conditions and temperatures. Source: World Health Organisation
Our carriers (DHL, UPS, Fedex, etc.) no longer ask for a signature upon receipt.
Please make sure that you comply with precautions and safety measures, especially keeping a safe distance between you and the delivery person and washing your hands regularly.
While we are not medical professionals, it seems common sense to recommend that you refrain from touching your nose, mouth or eyes when openning any outer packaging. Then, dispose of the outer packaging and wash your hands carefully.
Do you guarantee delivery times?
We will be respecting all the delivery times shown with an additional margin of 2 to 3 days. If you need confirmation of a specific date, our Customer Service is always available to inform you. We adjust the delivery schedules for our products daily based on information from our suppliers.
However, to be honest, we now have to expect the unexpected on a daily basis. We will do our best to inform you as we have any new information and our Customer Service is 100% at your disposal to keep you up to date and provide solutions in the event of a problem.
What means " Delivery postponed for a few weeks" ?
Some among our suppliers have temporarily stopped their deliveries, especially out of Spain and Italy.
We remain in close contact with them and, they do take our orders. Nevertheless, our suppliers will be again in the position of shipping only upon the complete recover of their activity and, we do not have a target date yet.
On our products, we do clearly inform if there should be such an impact on the delivery date.
All the orders which will not be delivered in due time, will be totally and immediately refunded at your request.
Our suppliers and ourselves would like to thank you very much for supporting with your current orders the level of the business activity.
Are you still available by telephone?
Yes, our Customer Service is available to answer you in French, English, German and Spanish from Monday to Friday from 10 a.m. to 6 p.m. (Paris time). The waiting time is rarely more than 2 minutes.
We respond to emails within 24 hours during the week.
Are you still sending samples?
No, currently the supply of samples is not a priority for our brands, and we do not want to saturate our national post office networks. If you already ordered samples and your complete order has not been delivered to you within 15 days, you will be fully refunded, even if we have sent you a part of the samples. You don't need to do anything, the refund is made automatically through the payment method you used when ordering.
What is your refund policy in the event of a problem?
We continue to apply the quality of service that has given us our reputation.
Whatever the reason (change of address due to the crisis, failure of the carrier, etc.) if you do not receive your package, you will be fully refunded.
You have an extended right of withdrawal of 60 days from receipt of the package, without need for justification (change of opinion, family problem, etc.). The refund is immediate as of when we receive your return
Which fabrics should you use to make alternative masks?
French gouvernemental organisation AFNOR has made a document available explaining how protective "barrier masks" should be made. Designed for new mask manufacturers and individuals, this document shows you how to make a mask for healthy people. It supplements the array of key protective measures involved in tackling the coronavirus pandemic.
You can download the document on the AFNOR website at https://download-afnor.com/barrier-masks. Please read all the advice and instructions carefully.
AFNOR emphasises that the "barrier mask device" is intended to supplement protective measures and social distancing rules and is designed for members of the general public who are healthy and asymptomatic. This device is not intended for use by healthcare professionals.
In this document, AFNOR describes two types of masks in detail: the "duckbill" mask and the "flat-fold" mask, plus different materials and fabrics to use or avoid.
Regarding fabrics, AFNOR recommends the following:
And beyond our business activity,
we urge you to obsessively respect
the security measures put in place by our governments.
Halting the spread of the epidemic is everyone's responsibility.
Respect social distancing. Stay at home.