FAQs
Frequently asked questions
Find answers here to the most common questions about our products, services, and delivery times. This FAQ page helps you save time and quickly find the information you need.
Orders and delivery
Want to track an order or learn about delivery options and times in Algeria? We explain each step clearly to guide you without the stress.
Payment and returns
Discover the payment methods we accept, our return policy, and the steps to follow if needed. Our goal is to make your purchase clear, secure, and easy.
Order
Can I place an order without creating an account?
Yes, you can place an order as a guest. Creating an account simply allows you to track your orders and find your invoices more easily.
Can I modify my order after it has been confirmed?
If it has not yet been shipped, contact us immediately via our contact form. Once it has been 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 listed as out of stock. When will it be available?
Click "Notify me" on the product page. You’ll receive an automatic email as soon as it’s back in stock.
Do you deliver outside mainland France?
Yes: Corsica, the French overseas departments and regions, and the European Union. Any applicable fees and delivery times are displayed at checkout based on your address.
Delivery & tracking
Is delivery free?
Yes, STANDARD delivery is free on all orders, with no minimum purchase.
EXPRESS delivery is charged for any order under 100 EUR. Above this threshold, it becomes free.
International delivery is charged.
What are the delivery times?
Orders are processed and shipped within 24 hours. STANDARD delivery takes 3 to 5 business days to arrive at your address. EXPRESS delivery takes 1 to 3 business days to arrive at your address. Delivery times are approximate and depend on your area. They may vary depending on the season (year-end holidays, Christmas, etc.).
How can I track my order?
An email with a carrier tracking link will be sent to you as soon as your order ships. You can also check the status in your customer account under “My orders.”
My package hasn’t arrived within the expected timeframe. What should I do?
First check the tracking via the link received by email. If there has been no update for 5 business days, contact us: we will open an investigation with the carrier.
My package arrived damaged. What should I do?
Open the package in the presence of the delivery driver. If the product is damaged, note the damage on the delivery receipt, take photos of it, and contact us within 48 hours.
Can my order arrive in multiple packages?
Yes, depending on the products ordered. Each package has its own tracking link.
Returns & Refunds
How long do I have to return a product?
30 days from receipt, no explanation required. 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 account, access your order, and submit a return request. Or contact us directly via the contact form. We respond within 24 business hours.
Who pays the return shipping costs?
For a simple change of mind: you are responsible for the costs. For a defective product or an error on our part: we cover the return costs in full.
How long does it take to receive my refund?
What warranty covers my Treelys products?
The 2-year legal guarantee of conformity (Articles L217-3 to L217-20 of the French Consumer Code). In the event of a defect within 2 years of purchase, we will repair, replace, or refund the product at our expense. Keep your invoice.
My product has a defect. What should I do?
Contact us via the contact form with photos and a description of the problem. If the defect is covered by the statutory warranty, we will take care of everything at no cost to you.
Can I exchange a product for a different model?
We do not offer direct exchanges. Return the product (refund within 14 days), then place a new order.
Payment
What payment methods do you accept?
Bank card (Visa, Mastercard, American Express), PayPal, Apple Pay, Google Pay. All payments are secured by SSL encryption and 3D Secure authentication.
Is installment payment available?
Yes. Payment in 3 or 4 installments is available at checkout. The terms (minimum amount, any applicable 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, contact us.
My card was charged, but I didn’t receive an order confirmation.
Check your spam folder. If you don’t receive a confirmation within 30 minutes, contact us with the amount charged—we’ll locate and confirm your order.
My account
How do I create my account?
Click "Log in / Sign up" at the top of the site. Enter your email and a password. Your account is active immediately.
I forgot my password.
Click “Forgot password” on the login page. You’ll receive a password reset link by email (be sure 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).
Do you still have an unanswered question? Feel free to write to us. Becoming a parent is a unique moment - and sometimes one filled with questions. Our team takes the time to read your message, understand your needs, and guide you toward the right choice.
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