FREQUENTLY ASKED QUESTIONS
>> Yes. The delivery is free for all orders to Europe and America
What is, on average, the delivery time to receive my order ?
From 7 to 14 working days for France and abroad. The announced delivery time can nevertheless be up to 20 working days for some orders depending on the deadlines of our partners. In any case, if you do not receive your item within 60 days, we will refund you in full and you can keep the item when you receive it.
Is your site secure?
Yes. This site is 100% secure. First of all, this site is hosted on an https server (the padlock on the left of the URL is there to confirm it). secondly, concerning the payment, we use Paypal and Stripe, two references for payments on the internet.
Are the payments on the site secure ?
MySweetPillow uses a certified payment gateway provider. All credit card details are encrypted according to the PCI-DSS standard. Our payment gateway provider has been audited by an independent quality assessor, qualified for security according to PCI standards (PCI Qualifies Security Assessor, QSA), and is certified as a PCI Level 1 service provider. This is the most stringent level of certification available in the payments industry. MySweetPillow therefore does not see or store your credit card information.
How can I pay for my order ?
We offer payment either by PayPal or directly by credit card with Stripe. I don't understand, my coupon code doesn't work ?
I don't understand, my coupon code doesn't work ?
If your coupon code doesn't work, please contact us via email: firstname.lastname@example.org. We will answer you as soon as possible to solve this problem.
Do you accept orders placed outside France ?
Yes. We ship all over Europe.
What is the exchange and return policy for items ?
Returns accepted within 14 days after receipt of product. However, you will be responsible for the return shipping costs. For more details about returns, please refer to our "Refund Policy" page located at the bottom of the home page of the site, in the useful links.
There are items missing from my order, why ?
We have different suppliers depending on our products. If you order several products on our store, it is possible that you will receive them with a few days difference.
What are the guarantees of MySweetPillow if the product is not delivered?
My items arrived damaged, what should I do?
We are of course available for any request regarding returns. So, if your items arrived damaged, please send us some pictures at email@example.com. Depending on the damage found, a new package may be shipped within 48h.
< Can I cancel my order ?
Cancellation of an order is possible within 10h after placing it. Once this time limit is exceeded, the cancellation will no longer be accepted. Nevertheless, you can get a full refund by sending us back the package within 14 days after receiving it.
Why doesn't the tracking of my package work ?
If you notice that your package tracking doesn't work, it is simply that the package has not yet arrived in the destination country. Tracking is only activated once the package has arrived in the destination country. You will then be able to track the package.Don't worry, all tracking numbers work, you just have to wait between 5 and 15 working days (depending on the period) to access them.
< How can I contact you if I have any questions ?
For any further information, please feel free to contact us directly via email: firstname.lastname@example.org.