DELIVERIES
- What are the delivery times?
For deliveries in France, the usual time is between 2 to 20 business days.
- What is the delivery and tracking process?
Once your internet order is placed, you will receive a confirmation of your order by email and your delivery tracking number? Additionally, you will receive a text message from the carrier once the order is shipped in which you will also find your tracking number.
- What are the different delivery methods?
Mimétique offers you three distinct delivery methods: pick-up points, Colissimo tracking and Chronopost. Note that in each of these three cases, a signature will be required upon receipt of your package.
- What is the claim timeframe?
If you encounter a problem with the delivery of your order, please let us know within 14 days of confirmation of your order. Similarly, if you notice a problem with one of your products upon receipt of your order, you have 48 hours to report it to us. Please note that any request made after these deadlines will unfortunately not be accepted. We therefore encourage you to contact us as quickly as possible so that we can assist you to the best of our ability.
- What if there is a delivery error?
From the moment our service provider takes charge of your package, he is responsible for its management. If the courier finds that a home delivery is not feasible or that the address is inaccessible, they have the option of dropping the package off at a pick-up point, usually the nearest post office, rather than delivering it to the destination address.
In the event that you cannot pick up your order at the post office, we may consider a second shipment to your address, provided that it is accessible to the courier. Before making a new delivery attempt, we will carefully check that your address is accessible to ensure a successful delivery.
- Are custom fees included?
Customs fees vary by country and are calculated based on the amount of your order. If customs fees are applicable, they will be at your expense. Custom fees are not included in your order. However, for a delivery address in metropolitan France, no customs fees will be payable.
- Where do you deliver?
Great news! We now ship worldwide!
For deliveries in France, we use the Colissimo service.
For international shipments, we work with Colissimo and DHL for express deliveries.
Please note that for countries outside the European Union, customs fees may apply. These fees are charged and will be requested when your package is delivered by the customs office of the country concerned.
For more details about our shipping policy, please refer to it.
If you have any specific requests or questions, please contact us at hello@mimetique.com. We are here to help!
- Is it possible to modify the pick-up point for delivery?
If your order is not yet being prepared, we have the option to change the pickup location information. Please contact us with the number of the pick-up point you wish to use. This number can be found on the pick-up point card at the Mondial Relay site.
We advise you to check beforehand that this pick-up bridge is available because, once the package is shipped, it cannot be redirected to another address. If the package has already been shipped, then it will be necessary to contact the carrier directly for any subsequent request or modification.
- When will I receive tracking of my package?
As soon as your package is shipped, you will receive an email and a text message from the carrier containing a tracking number. This information will allow you to easily follow the delivery process of your package.
- What do I do if I made a mistake in the delivery address?
We strongly encourage you to contact us as soon as possible during our business hours, providing the necessary information. We will do our best to change the delivery address if your package has not yet been picked up by our order pickers.
If your details can no longer be changed on our side, we advise you to contact the carrier directly to try to change the delivery address. If this cannot be done, then the package will be shipped to the address originally specified when ordering.
RETURNS
- What are the deadlines for return?
In accordance with applicable law, you have a period of 14 days from receipt of your order to request the return of the products.
- When returning, who is supposed to pay the shipping costs?
A return fee of EUR 3.80 is applicable depending on the type of return requested. For more information about these fees, please contact our customer service: hello@mimetique.com
Please note that we do not reimburse the original shipping charges. When calculating your refund, the price of each individual product as it was invoiced will be taken into account.
- What condition should the products be in when returned?
The legal right of withdrawal cannot be exercised if the products have been opened or used after delivery, since their return may pose hygiene or health protection problems.
In order to benefit from this right of withdrawal, it is essential that the products are returned in their original packaging and in their original condition. To facilitate the safe return of products, we encourage you to return them in their original, appropriate cardboard packaging. You are responsible for this handling to ensure the good condition of the products upon return.
It is important to note that any product damaged, including due to improper packaging, will be considered damaged and cannot be refunded.
- How do I request a return?
If you would like to return an item, please email us at hello@mimetique.com to let us know. We will make sure to respond within 24 to 48 hours.
- Is it possible to make a partial return?
If you decide to return only certain products from your order, please clearly indicate to us the exact products you wish to return during your exchanges with customer service. We also encourage you to keep us informed if you change your mind between the time of exchanges and the actual sending of the return.
It is crucial that any modification to the product(s) being returned is reported, as omitting certain products from the original return request may result in a billing error. Be careful (e) when communicating the products concerned so that we can properly process your return request.
- What is the return address?
The return address is:
NEOLYS
Parc d'activité de Parisud
Garonor 605/610
Boulevard d'Italie
77127 Lieusaint
- I have returned one/more item(s) and am still waiting for my refund. How soon will it be credited?
Once we receive the returned product, we will verify its condition, ensuring that it meets the criteria of our return policy. If everything is in order, we will process the refund within an average of 14 business days.
If you have any issues or questions, please contact us at hello@mimetique.com. We are here to help you and answer all your concerns.
- Is it possible to exchange a product?
We regret that we cannot offer exchanges. If you prefer not to keep your products, we invite you to contact us to make a return. We will be happy to assist you in this process.