Frequently Asked Questions
Here you will find answers to frequently asked questions.
The orders
How to place an order on the website?
You can place an order by browsing our website, adding the products of your choice to your shopping cart and following the steps in the checkout process.
Can I change or cancel my order after placing it?
If your order has already been shipped, it is not possible to modify it. However, if your order has not yet been processed or is being prepared, contact us quickly to discuss what can be done with our customer service. If your order has already been shipped, it is not possible to cancel it.
How do I know if my order has been validated?
If your order is confirmed, you will receive an order confirmation email with a summary. If you have not received a confirmation email, your order has not yet been confirmed. You can also check your order in your account.
Is it possible to ship an order to another address?
Yes, it is possible to ship your order to a different address than the billing address. To do this, during the checkout process, you will find an option titled "Ship to a different address?" located below the billing details. Simply check this option and enter the address where you would like your order delivered.
Delivery
What are the delivery and processing times for my order?
- Order Processing : Your order is processed and prepared the same day if it is placed before 12 p.m.
- Shipping : Once your order is prepared, it is shipped the next day from our warehouses.
- Delivery Method : We use the Colissimo service for delivery, and a tracking number will be provided to you.
- Delivery time :
- In mainland France: 2 to 3 working days.
- Outside mainland France: Delivery times may vary.
Can I track my order?
Yes, you can use the order tracking tool on our website.
You will also have received the Colissimo tracking number for your package by email once your order has been shipped.
How do delivery charges work?
In France, for any order under €49, shipping costs are €5.90. For orders over €49, shipping is free.
For deliveries to countries outside France, shipping costs will be calculated based on the destination country. Additionally, some promotional codes may qualify you for free shipping.
Returns & Exchanges
How do I exercise my right of withdrawal?
You have 14 days from the receipt of your order, first contact our Customer Service . Products must be returned unopened, in their original packaging and in a resalable condition, at your expense. Send them by Colissimo to SGPL, 30, Chemin des Tuileries, 13015 Marseille. After receipt of the return and verification, you will be refunded the amount of the returned product(s) (excluding shipping costs).
Is a product defective or damaged?
If your product is defective or damaged, please contact our customer service team promptly upon receipt of your order to arrange a refund or return of the product.
Online payments
What payment methods are accepted?
On innovatouch.fr, you have several payment options: credit card payments via Stripe, PayPal, checks, or bank transfers.
Is online payment secure?
The security of your transactions is our priority. Our site uses a secure HTTPS protocol and offers several recognized and reliable payment methods, such as Stripe and PayPal, which are certified for payment data security. For check payments, your order is not processed until the check has been received and cashed. Payments by bank transfer are also secure but may take longer to prepare your order (our banking information is provided by email once your order is confirmed).
Contact us
If you have any questions, encounter any problems, or simply want to learn more about our products and services, please do not hesitate to contact our customer service team . Our team is not only fast and efficient, but also fully dedicated to providing you with the most satisfying customer experience.
You can easily contact us via our email address contact@innovatouch.fr
We can also be reached at 04 96 15 42 87.
You can also use the contact form to contact our customer service.