FAQs
Order
Can I place an order without creating an account?
Yes, guest checkout is possible. Creating an account simply allows you to track your orders and find your invoices more easily.
Can I modify my order after confirmation?
If it has not yet been shipped, please contact us immediately via our contact form. Once shipped, no changes are possible.
Can I cancel my order?
Yes, before shipment upon request. After shipment, you will need to receive the package and then exercise your right of withdrawal.
A product is shown as out of stock, when will it be available?
Click "Notify me" on the product page. You will receive an automatic email as soon as the item is back in stock.
Do you deliver outside mainland France?
Yes: Corsica, French Overseas Departments and Territories, and the European Union. Any potential fees and delivery times will be displayed at checkout based on your address.
Shipping & Tracking
Is delivery free?
Yes, STANDARD delivery is free on all orders, with no minimum purchase.
EXPRESS delivery is charged for all orders under 100 EUR. Above this limit, it becomes free.
International delivery is charged
What are the delivery times?
Orders are processed and shipped within 24 hours. STANDARD delivery takes between 3 to 5 business days to arrive. EXPRESS delivery takes between 1 and 3 business days to arrive. Delivery times are approximate and depend on your area. They may vary depending on the period (holiday season, Christmas, etc.)
How do I track my order?
An email with a carrier tracking link is sent to you upon shipment. You can also check the status in your customer area, under "My orders".
My package didn't arrive on time, what should I do?
First, check the tracking via the link received by email. If there's no update for 5 business days, contact us: we'll open a carrier investigation.
My package arrived damaged, what should I do?
Open the package in the presence of the delivery person. If the product is damaged, note reservations on the delivery slip, photograph the damage, and contact us within 48 hours.
Can my order arrive in multiple packages?
Yes, depending on the products ordered. Each parcel has its own tracking link.
Returns & Refunds
How long do I have to return a product?
30 days from receipt, no justification necessary. The product must be returned in its original, unused condition, in its complete packaging.
How do I initiate a return?
Log in to your customer area, access your order, and submit a return request. Or contact us directly via the contact form. We respond within 24 business hours.
Who pays for return shipping?
For a simple change of mind: the return costs are at your expense. For a defective product or an error on our part: we will cover the return costs in full.
How long does it take to get a refund?
Within 14 days of receiving your return, via the same payment method used for your purchase.
What warranty covers my Treelys products?
The 2-year legal guarantee of conformity (articles L217-3 to L217-20 of the Consumer Code). In the event of a defect within 2 years of purchase, we will repair, replace, or refund at our expense. Please keep your invoice.
My product is defective, what should I do?
Please contact us via the contact form, including photos and a description of the issue. If the defect is covered by the legal warranty, we will cover all costs for you.
Can I exchange a product for a different model?
We do not offer direct exchanges. Please return the item (refund within 14 days), then place a new order.
Payment
What payment methods do you accept?
Credit card (Visa, Mastercard, American Express), PayPal, Apple Pay, Google Pay. All payments are secured by SSL protocol and 3D Secure authentication.
Is payment in installments available?
Yes. Payment in 3 or 4 instalments is available at checkout. The conditions (minimum amount, potential fees) are displayed directly at the payment stage.
My payment was declined, what should I do?
Common causes: card limit reached, incorrect 3D Secure code, expired card. Check your bank account or try another payment method. If the problem persists, please contact us.
My card was charged but I haven't received an order confirmation.
Check your spam folder. If no confirmation is received within 30 minutes, please contact us with the amount debited — we will locate and confirm your order.
My Account
How do I create my account?
Click "Log In / Register" at the top of the site. Enter your email and a password. Your account will be active immediately.
I forgot my password.
Click on "Forgot password" from the login page. You will receive a reset link by email (remember to check your spam folder).
How do I download my invoice?
Log in → "My orders" → select the order → "Download invoice". Available once your order has shipped.
How do I delete my account (GDPR right to erasure)?
Send us a request via the contact form. We will delete your data within 30 days, in accordance with the GDPR (Article 17).
Still have a question? Feel free to write to us. Becoming a parent is a unique time — and sometimes full of questions. Our team takes the time to read your message, understand your needs, and guide you toward the right choice.
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