Frequently Asked Questions

  

Order & Delivery

Question: When can I expect my order?
Answer: The average delivery time is 7-30 days. Our products are shipped directly from the supplier to you. This unique business model allows us to significantly reduce storage and transportation costs, enabling us to offer products at a lower price than competitors while covering the shipping costs ourselves.

Question: The expected delivery time has passed. Where is my order?!
Answer: In 99% of cases, orders are delivered within the expected timeframe. However, occasional delays in the shipping process may occur. You can check the status of your order via the following:

link: [LINK NAAR TRACK EN TRACE PAGINA]

If you have not received your order within 3 days after the expected delivery date, please contact us.

Question: I am missing some items from my order. Why is that?

Answer: Since we work with multiple suppliers, some products may be shipped separately. If items from your order are missing, you will usually receive them within 2-3 days.

We apologize for any inconvenience.

Question: What are the shipping costs?

Answer: We cover the shipping costs for your order.*

Returns & Exchanges

Question: I am not satisfied with my order. Can I return it?

Answer: Yes. You can return any order within 14 days without providing a reason.

Question: I want to return an item. What should I do?

Answer: If you are not satisfied with your order, you can exchange or return it within 14 days of receipt. Products must be in their original condition, with labels and tags attached. The product must not show any signs of use.

A return shipment must always include a Track & Trace code. The sender is responsible for the shipment.

Once we receive your returned items, we will ensure that the purchase amount is refunded to your account within 14 days.

>> Klik hier om een retourformulier te downloaden <<

Return Form

You can upload the return form as a PDF file in Shopify.

Follow these steps:

  1. Go to Shopify
  2. Click Settings (bottom left)
  3. Go to Files
  4. Click Upload file
  5. Copy the link from the uploaded file

Track & Trace

Question: Where can I find my Track & Trace code?
Answer: On this page [LINK TO TRACK YOUR ORDER PAGE], you can enter your email address and order number to track your package.

Question: My Track & Trace code does not provide any information. Why?
Answer: Once your package has arrived at the shipping company, the Track & Trace information will be available. Please note that there may be a slight delay in updating the tracking status.

IMPORTANT: WE DO NOT OFFER FREE RETURNS, COSTS APPLY.

Is it possible to return my order?

Yes, it is possible. If you are not satisfied with the items you ordered, you have the option to return them within 30 days of receipt. In this case, the order must meet the following conditions:

  • The order still contains all the correct parts, components, and the packaging is exactly as it arrived.
  • Normal use of the product is visible; damage due to careless use is excluded.
  • Products where hygiene is important must be thoroughly cleaned before the return process begins.
  • The product was found to be defective upon arrival.
  • We are entitled to charge the customer for shipping costs.
  • A return will be processed within 7 business days, and if the conditions are met, the return will be officially recognized within this period.
  • We reserve the right to refuse returned items if we suspect that the items have been used or damaged beyond our responsibility.

How can I return my order?

If your order meets the above conditions, follow these steps to start the return process:

  1. Send an email to: gazou.marketing@gmail.com
  2. Ensure that your email includes the following details:

We will then contact you and provide you with the return address. Never send the return package to the sender; we will provide you with the correct return address upon request.
You, the customer, are responsible for the return shipping costs.

CANCELLATION POLICY

Consumers have a right of withdrawal under the following conditions if they are a natural person performing a legal transaction for purposes not predominantly related to their commercial or professional activity:

A. WITHDRAWAL CONDITIONS

The withdrawal period is 14 days from the day you or a third party designated by you (who is not the carrier) receives the last item of your order.

Since we operate a fully automated system, orders are processed immediately upon placement. Therefore, we cannot interrupt the shipping process once it has started, meaning a refund is not possible before receiving the goods.

To exercise your right of withdrawal, you must notify us clearly (e.g., via email) of your decision to withdraw from this agreement. The withdrawal is complete when we have received the goods. The cost of returning the goods is the buyer's responsibility.

Orders in Transit

As our goods are shipped from Asia, longer transit times may occur, which are beyond our control. If the goods are already in transit, cancellation is not possible. Please wait until you receive the goods and then return them to us.
However, you can notify us of your cancellation in advance.

To ensure the fastest possible return process, we ask that you provide us with a shipping confirmation of your return.

Consequences of Withdrawal

If you withdraw from this agreement, we must refund all payments received from you, excluding delivery costs (except for any additional costs incurred due to selecting a more expensive shipping method than the standard option we offer). The refund will be processed without delay and no later than 14 days from the day we receive your withdrawal request and the returned goods.

For this refund, we will use the same payment method you used for the original transaction unless expressly agreed otherwise. In no case will you be charged fees for this refund.

ALL RETURNS ARE SENT AT THE CUSTOMER'S EXPENSE TO OUR CENTRAL WAREHOUSE IN MOROCCO.