commande

Order

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  • Can I modify my order once finished?
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    Modifications are impossible if your order has been validated.
  • What should I do if my order is still under the ‘being processed’ status?
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    The “being processed” status means that your order is being prepared. It can take a few days. If there is no update in a period of 7 business days after you placed your order, please contact our customer service. Once the order shipped, you’ll get a shipping confirmation email with a link to follow its progression.
  • What should I do if I don’t get my order in time?
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    If the order you placed has not arrived at the scheduled date, we invite you to consult the order status in your account or on the Colissimo website.
  • Is it possible to track my order?
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    Every single order has its tracking number. It is given to you systematically whether by text, or by email. This number allows you to follow the progression of your order and to know at any time where it is on the Colissimo website.
  • What should I do if I receive an item which does not correspond to my order?
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    In order to solve the problem, we invite you to follow our return procedure and to contact our customer service via thisform.
  • What should I do if I received a defective product?
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    We invite you to contact our customer service via contact form Please state your name, email address, the order number and the reference of the item at issue.
  • Something is wrong on my invoice for customs.
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    Please contact our customer service viaform by selecting customer service. Please state your name, email address and the number of your order.
  • Restocking and retail outlets
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    You can be informed when items are back in stock directly via our social networks and via email, if you subscribed to our newsletter. Also, you can choose to receive an alert to know when a product is back in stock by activating the stock alert (the bell) displayed on each product page. Twitter, Instagram, Facebook. We sell our products exclusively through our website. We might organise punctual physical sales, in that case we will share the details with you via our social media platforms.
livraison

Delivery

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  • Delivery Information
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    The shipping costs are calculated according to the products in your basket when confirming your order.
    Free home delivery from €150 of purchase*

    Free pick-up point delivery from €90 of purchase*

    * Only in metropolitan France.
  • We also deliver in Europe and outside Europe. See the areas concerned below:
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    Zone 1: Germany, Belgium, Luxemburg, Holland

    Zone 2: Austria, Spain, Ireland, Italy, Portugal

    Zone 3: Estonia, Denmark, Hungary, Latvia, Lithuania, Poland, Czech Republic, Slovakia, Slovenia, Sweden

    Zone 4: Bulgaria, Cyprus, Croatia, Specific territories of Spain (Baleares, Canarias, Ceuta, Melilla), Finland, Greece, Iceland, Malta, Norway, Romania

    Zone 5: Outside the EU (Switzerland, Canada)

    French Overseas Departments and Territories Zone 1: Guadeloupe, Martinique, Reunion Island, French Guyana, Mayotte, Saint-Pierre and Miquelon

    French Overseas Departments and Territories Zone 2 deliveries: New Caledonia and its dependencies, French Polynesia, Wallis and Futuna, French southern and Antarctic Lands

paiement

Payment and promotional code

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  • How can I pay for my order?
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    You can choose your method of payment. By credit card (Visa or Mastercard)
  • When will I be charged after the order has been validated?
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    Your bank account will be debited right after the validation of your purchase.
  • How do I get promotional codes?
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    By following us on our social networks or by entering our contests. Twitter: https://twitter.com/Spacefox_shop Instagram: https://www.instagram.com/spacefoxshop/ Facebook: https://www.facebook.com/spacefoxshop/ In addition, by subscribing to our newsletter, you will be kept informed of our news and will be able to get potential discounts.
  • How do I use a promotional code?
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    By entering the code in the ‘promotional code’ field available directly in your basket, when placing your order. After entering the code, click on ‘add’.
  • Is it possible to use more than one promotional code?
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    You can only use one code per purchase. This is also true for the free delivery codes. They cannot be combined with other promotional codes.
  • How can I subscribe to the newsletter?
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    In you account, click on the ‘Information’ section. At the bottom of the page, tick the box ‘Receive our newsletter’, then click on ‘Save’. (You will be invited to confirm your password). You can also subscribe to our newsletter via the pop-up window appearing when you come onto the website. You will receive a confirmation email when you have subscribed to the newsletter.
retour

Return and exchange policy

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  • What is your return and exchange policy?
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    Important: For any return, please make your request via the form:go into your account, click on the ‘History and details of my orders’ section, then go onto ‘Details of the order’ and send us your message via the form at the bottom of the page. In case the product delivered is in compliance with what was expected but does not suit you, the return is at your expense and you will have to send it back yourself (Colissimo, follow-up letter…) within a period of 14 days. Important: Keep your proof of deposit (date as per postmark). If there was a mistake made in the products that were sent to you, or you have received a defective product, we leave you 30 days following the reception of the order to ask for an exchange or a refund (Article L.121-20 of the French Consumer Code). Only new, unworn and unwashed products, in their package of origin, will be accepted for return. Once we receive the products, if everything is in order, we will proceed to a refund or an exchange (subject to stock availability) in a period of 10-15 working days. The refund is done through a credit operation on the account linked to the credit card used at the time of the purchase. It will intervene in a time of 10 to 15 days after confirmation of the handling of your request.
  • How can I return items?
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    Before returning your items, please send a request via our contact form and by choosing ‘Customer Service’ from the drop-down menu.
  • How much do I have to pay to return my items?
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    To return an item that does not suit you, the shipping costs are at your expense. In case of a mistake in the preparation of your order, or if you received a defective item, we will pay the return shipping costs.
  • How do I know you received the articles I sent back?
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    You can track the return package thanks to the tracking number provided on the return coupon. Important: Keep the proof of deposit (date as per postmark), because you will be asked to provide it in case of a shipping incident.
  • I am an international client. How do I return an article?
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    We only accept the return of products against refund outside of Metropolitan France.
technique

Technical issues

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  • What should I do if I cannot access my account?
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    There might be a problem with your password. To reset your password, click here and follow the procedure.
  • How can I close my Spacefox account?
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    Go onto the ‘Contact’ page by clicking on ‘Customer Service’ on the main drop-down menu. Please select ‘Technical Issue’ and make your request.
  • How can I change the information on my account?
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    Sign in into your account by clicking on the ‘My account’ button. You can modify your shipping address and billing address in the menu “Addresses”. To change your email address and password, go to the menu “Account information”.
  • How can I create an account?
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    On the main drop-down menu, click on the ‘My account’ button. Fill in your personal information: complete the procedure by clicking on ‘Save’.
  • Do I need to create an account to purchase an item?
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    You have to create an account to be able to place orders. That is how you can track your deliveries in just a few clicks.
  • How do I modify the password of my account?
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    If you forgot your password, we can help you access your account again. By clicking on the section ‘My Account’ in the main drop-down menu of the website, click on the link “Lost your password?”. You will receive an email after you followed the procedure.
  • I cannot access to the delivery page or the payment page?
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    If you encounter this technical issue, we invite you to delete your delivery address and to re-enter it. This should solve the problem. If not, you can contact the technical assistance via our for
  • My promotional code is not working.
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    With some internet browsers, the promotional code cannot be entered in the basket page. You can add it in the payment canal when entering you address or choosing your delivery location. If that still does not work, you can contact us via this form