Frequently Asked Questions
Below you will find answers to frequently asked questions. If you cannot find the information you are looking for, our team is available to assist you via the contact page .
Delivery times
What are the delivery times?
Your orders are shipped within 24 to 48 business hours. Delivery then takes 4 to 6 business days, depending on your destination country. The exact delivery time will be provided to you when you confirm your order.
Which countries do you deliver to?
We currently deliver to the following countries:
- France
- Belgium
- Luxembourg
- Switzerland
- United Kingdom
If your country is not on this list, contact us and we will do our best to find a solution.
Are the delivery times guaranteed?
The delivery times indicated are estimates based on the usual performance of our carriers. Exceptional delays may occur during peak periods (holidays, sales) or in the event of logistical issues. In the event of a significant delay, our customer service will keep you informed.
My parcel did not arrive on time, what should I do?
If the estimated delivery time has passed, first check your package tracking status (link received by email). If your package is stuck or cannot be located, contact our customer service department via the contact page , providing your order number. We will address the situation promptly.
Shipping costs
What are the delivery charges?
Delivery costs €8.00 per order for non-member customers.
Subscribed members benefit from free delivery on all their orders, with no minimum purchase and no limit.
Does free delivery apply to all my orders?
Yes. Once your subscription is active, delivery is free on all your orders, regardless of the amount or number of items ordered. There is no minimum purchase required.
When are shipping costs calculated?
Shipping costs are calculated and displayed at checkout, before final order confirmation. You will therefore know the total cost – including products – before confirming your purchase.
Are there any additional charges depending on the country of delivery?
No. Delivery charges are a flat rate of €8.00 for all countries served (France, Belgium, Luxembourg, Switzerland, United Kingdom). There are no additional charges related to the destination for standard orders.
Returns & Refunds
Can I return a product?
Yes. You have 30 days from the date of receipt of your order to make a return, provided that the product is in its original condition (unused, unpersonalized, in its original packaging).
How to initiate a return?
To initiate a return, contact our customer service department via the contact page , specifying your order number and the reason for the return. Our team will guide you through the procedure and provide you with shipping instructions.
I received a defective or non-compliant product, what should I do?
We apologize for the inconvenience. If you receive a defective product or one that does not match your order, please contact our customer service department immediately via the contact page , attaching photos of the problem.
In this case , we will cover all return shipping costs . We will either issue a full refund or send you a replacement product, according to your preference.
How long will it take to get my refund?
The refund will be processed within 14 business days of our team receiving and validating your return. The refund will be issued via the same payment method used for the original order.
Are the return shipping costs my responsibility?
For standard returns (change of mind), the return shipping costs are the responsibility of the customer.
However, for any defective, damaged, or incorrect product , return shipping costs are fully covered by our customer service department. Please contact us to obtain a prepaid return label.
Order tracking
How can I track my order?
As soon as your package is shipped, you will receive a confirmation email containing a tracking link to the carrier's platform. This link allows you to see the real-time location of your package and the estimated delivery time.
Where can I find my past orders?
Log in to your customer account to access the complete history of all your orders. There you will find the details of each order, its current status, and the tracking link for each shipment.
I haven't received my confirmation email, what should I do?
First, check your spam/junk mail folder. If the email isn't there, log in to your account to verify that the order has been successfully registered. If the problem persists, contact our customer service department, providing your email address and the approximate date of your order.
Is it possible to modify or cancel my order?
Changes and cancellations are possible as long as the order has not yet been shipped. Please contact our customer service department as soon as possible after your purchase. Once the package has been handed over to the carrier, we are unable to intervene.
General questions
What payment methods do you accept?
We accept Visa and Mastercard credit card payments through a fully secure payment interface. Your bank details never pass through our servers and remain strictly confidential.
Is my payment secure?
Yes. All transactions are encrypted and secure. We never have access to your bank details. If your payment fails, please check that your card is valid and that you haven't reached your monthly spending limit.
How do I create a customer account?
You can create an account directly during your first order or by clicking the login icon at the top of the page. Your customer account allows you to track your orders, check your credit balance, and manage your subscription.
How do I contact customer service?
Our team is available Monday to Friday from 10am to 6pm .
- By phone: +33 5 37 17 03 99
- By email: service@tamelys.com
- Via our contact form
We are committed to responding to all requests within 24 business hours.
Subscription & Credits
How do I subscribe?
Go to the offer page, add the subscription to your cart, and complete your payment. Your subscription is activated immediately after payment confirmation, and a confirmation email is sent to you.
Is there a trial period?
Yes. A 5-day no-obligation trial period is available to discover all the benefits of the subscription. You can cancel during this period free of charge.
How does the credit system work?
Each month, when you renew your subscription (€39.99), this amount is automatically credited to your account.
-50% permanent discount: all our products are half price for members. An item costing €30 costs you €15.
Using your credit: With each purchase, you can use your credit to cover up to 50% of the member price . The remaining 50% is always paid using standard payment methods. An order can never be paid for entirely with credit.
If your balance is insufficient: your available credit is used first and you pay the difference in a standard payment.
Example: item at €30 → €15 at member price → €7.50 in credit + €7.50 in classic payment.
Does the subscription renew automatically?
Yes. Unless you cancel, your subscription will automatically renew each month on the same date as your initial subscription. The amount of €39.99 will be debited and simultaneously credited to your account.
How do I cancel my subscription?
You can cancel your subscription at any time by submitting a request via our cancellation form or by contacting our customer service. Cancellation is effective within 24 hours.
Didn't find your answer?
Our team is available Monday to Friday from 10am to 6pm to answer all your questions. We are committed to responding within 24 business hours.
