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Frequently asked

When your package is shipped, you will receive a tracking number, which allows you to track your package at any time. It will only be usable when the carrier has actually taken charge of the package, so perhaps not immediately, if this is the case just wait and try again later.

To ensure that you receive your package as quickly as possible, orders placed before 3 p.m. (CET) are prepared and shipped the same day on weekdays. So if you want to cancel or modify a current order, you must do so quickly before it is shipped.

To modify your order (addition, replacement, deletion of one or more products, modification of delivery address, etc.) it is best to contact us directly by chat.

We can modify your order if it is in one of the following statuses in your customer area :

  • Waiting for payment
  • Waiting for preparation
  • In preparation

If the order has already been shipped, you will have to wait until you receive it to return the item(s) you no longer want.

In order to guarantee the processing and tracking of packages returned to us, a return authorization is required.

If you wish to make a return, contact our customer service.

We will need your order number or, failing that, your last name, first name and email address as well as the reason for the return request.

You can request a return authorization if :

  • The product is defective
  • The product is damaged
  • The product is not the one ordered
  • You have changed your mind and want a return

In the latter case, you have 30 days maximum from receipt of your order to change your mind. Only products returned as a whole, in their complete and intact original packaging, including accessories and in perfect resalable condition, will be taken back. Upon receipt of the package, our team will judge the condition of the returned merchandise. Returned products must be sent back in a shipping package, in order to avoid any damage to the original packaging.

Products that have been personalized (StatTrak, NameTag) cannot under any circumstances be returned.

Find out more about returns conditions.

To ensure you are delivered as quickly as possible, orders placed before 3 p.m. (CEST) are prepared and shipped the same day. Then delivery times depend on the carrier and the delivery method chosen. See delivery times by carrier.

Don’t panic, you can make a password reset request directly on the login page then click on “Forgotten password” you will then have to enter the email address with which you registered then you will receive an email with a link that will allow you to reset your password. If you don’t receive it within a few minutes, remember to check your spam folder.

You can also contact us…

By chat

Our team is also available live via the site’s Chat, during our opening hours.

On your favorite social network

Hugo our Community Manager will quickly answer all your questions whatever the subject !