We regularly receive questions from our customers, here’s a list of the most frequent ones:
How do I place an order?
Choose the item of your choice and add it to the basket. To add an item to the basket, click on the "add to cart" button. Once your item has been added to the basket, click on the "my basket" button at the top right or "go to basket" and click on "order".
My package has been opened during the delivery and a product is missing, what can I do?
If you notice that the parcel has been opened in the presence of the delivery man, notify it on the delivery note. Specify the missing product(s) and the quantities. Then contact our Customer Service (firstname.lastname@example.org) by email, an adviser will give you the procedure to follow to solve this incident.
What are the delivery times?
To avoid high storage and labor costs, we work directly with our producers and therefore have no intermediaries. This allows us to offer you really advantageous prices compared to a physical shop.
Our average delivery times are 1 or 2 weeks, except when the delivery time is specified in the product description.
A processing time of 24 to 48 hours is necessary to prepare orders.
Do I have the possibility to exchange the product?
If you wish to exchange a product, contact our Customer Service (email@example.com) by email. An advisor will give you the address where you can return it and issue a credit note with which you can order the product of your choice.
Is the payment secured?
Payment by PayPal made on the site is secure. After the transaction, a payment confirmation will be sent to you by email.
I have not received any order confirmation details.
This may occur due to an incorrect email address or a spam filter in your inbox. Please make sure that your email address is written correctly when you place your order.
Can I change my delivery address?
If this happens to you, please contact us as soon as possible by email (firstname.lastname@example.org). We may still be able to change it. However, if the product has already been shipped, we won't be able to do it.
I want to cancel my order. Is it possible?
Yes, you have 3 hours from the moment your order has been placed to cancel it. Simply send us an e-mail and we will cancel your order and make a 100% refund.
Availability of your products
Despite our best efforts to update the EZY product inventory, it is possible that a product may be temporarily unavailable. We recommend you come back to our online store to check the availability of our products on a regular basis.
Do you ship worldwide?
Absolutely! We can ship your orders all over the world. However, free shipping is only when we do big promotion and which is specified in the product description.
How can I contact you?
If you have any questions that are not listed on this FAQ page, you can write to email@example.com, and our Customer Service Department will make everything to answer you within 2 working days.
Changes, Returns and Refunds
(EX)CHANGES (before receipt)
I've changed my mind regarding an item, what can I do?
If you have changed your mind regarding your order, please send us an email(firstname.lastname@example.org) indicating the item to be changed and we will do the necessary. Please note that any order-changes must be made within 2 hours of the initial purchase, you will not be charged with additional fees.
Can I change my item after receiving the confirmation email?
Unfortunately not. All items that have been confirmed by email are final and cannot be changed, you will need to make a product return.
What if my product is defective?
In case of a defective product, you have the possibility to receive the same product or to simply get a refund after the return of the defective one.
I don't like my item, can I return it?
Returns are accepted only if they do not exceed 14 days after receipt of the package. However, to guarantee you a refund, all returned products must be in perfect condition. The return costs are at your expense. Proof of postage must then be sent to us by email(email@example.com) as proof of delivery.
Note: Promotional items are not eligible for returns.
(EX)CHANGES (after receipt)
Can I return the item and exchange it?
As long as the returned item is in perfect condition, exchanges are possible. Send us an email(firstname.lastname@example.org) and we will take care of the rest. The return costs are at your expense, however, you will not be charged with the cost of the new shipment.
How long does it take to get a refund?
Refunds can take up to 30 working days, depending on the payment system chosen at the time of purchase.
I still haven't received my refund.
Please notify us immediately by email(email@example.com) if you have not received it after 30 business days.
REFUNDS AND CANCELLATIONS
What is your refund policy?
All items purchased are eligible for a refund, subject to management's discretion and approval, considering the following conditions:
Return requests are accepted within 15 business days of delivery.
All items must be returned in their condition, delivered with all parts and tags.
Damaged/defective/incomplete products cannot be exchanged.
Cancellation of an order can be made before it is shipped. However, management reserves the right to refuse any cancellation if the request is made more than 3 hours after the initial purchase.
The return costs are at the expense of the buyer unless the product is defective.
The management reserves the right to refuse any return and/or refund and each case is subject to the sole decision of the company.
The company will not be responsible for any errors in the shipping addresses provided by the customer and will be subject to the return of the product before receiving a refund.
Any change of address is subject to prior management approval and orders shipped and/or completed are no longer subject to change.