Frequently Asked Questions

Is my payment secure ?

It sure is !

We use the secure payment services provided by a major French bank: Crédit Mutuel, and also the latest measures in Internet security. Or you can pay with PayPal, a system used by millions of people worldwide safely and easily.

Can I be sure my products will arrive ?

We select the best transport solution available to provide quality service at the lowest prices to you.

Your package will require a signature at the delivery address you indicate.

Do I have to pay duties ?

Prices listed by Mondizen do not include customs duty or any taxes applied by the destination country.

Purchases made from outside the Eurozone are sold without VAT tax.These additional customs duties or taxes, where applicable, must be covered by the customer.

The refusal by a client to pay duty or taxes is not considered an acceptable reason for return or refund of the order. The customer must take possession of your order before being able to return it.

Do I need to create an account immediately ?

No. You can add products to your cart without having an account. When you check out, you will be invited to log in or create your account. You will find the same products remain in your shopping cart after login or account creation.

What are the methods of payment ?

You can pay with the online payment solutions from PayPal or the French bank Credit Mutuel. You can also pay by bank transfer.

Most of our customers pay with PayPal. With PayPal you can even pay by credit card without creating a PayPal account. If you create a PayPal account then PayPal expects your address to be in the same country as the bank that emitted your credit card. Mondizen uses the delivery address provided during the checkout on the Mondizen website and not the address from PayPal. PayPal is accepted by a large number of ecommerce sites and avoids re-entering your credit card details for every payment. PayPal accepts many different payment methods including Visa, MasterCard and Amex.

The bank Credit Mutuel is a French bank with a secure online payment system. Credit cards from Visa and MasterCard are accepted. The Credit Mutuel uses a reinforced security system called 3D Secure. After entering your credit card details their system asks a 3D Secure question. Your bank needs to have integrated the 3D Secure question/answer for this system to work. Unfortunately several banks do not yet support the 3D Secure interface, in this case we recommend using PayPal.

If you do not want to pay with a credit card, you can pay with a bank transfer. Our bank account information is presented after choosing this method of payment during your checkout. The bank transfer will delay the treatment of your order because we prepare the order after receiving the transfer.

Can I change my mind about products purchased ?

Perhaps you have made a mistake, and the product you receive does not correspond to what you wanted. Contact us immediately, so we can agree on the best way to return the goods. You can return any products that have not been used and are in their original packaging with the exception of food products because of health concerns.

What about products not yet available in the Mondizen catalog ?

You can send us your request directly. Or you can use our Customized Order service on the site. We will source the product just for you.

How long does delivery take ?

Your package will be prepared in 48-72 hours. However, if we had to order from our suppliers, this could require an additional 48 to 72 hours. We will inform you at that time via your order status in your account.

Allow 4 to 5 working or business days for delivery in Europe.

Allow 4 to 9 working days for the rest of the world.

Attention for deliveries outside of Europe, your order may be delayed due to customs clearance and any inspection of your package.

How do you justify the order preparation times ?

We have implemented a policy to manage sell-by-dates of 50 days starting from the parcel preparation date.

The goal is for our clients to be able to receive and consume their products without having to worry about sell-by-dates. It also enables them to generate some stock.

The implementation of this policy has meant that our stock has had to be reviewed.

We try to maintain our stock of products at a reasonable level to ensure fast delivery. But we currently don’t have as much stock as before.

We prefer to place orders with our suppliers for procurement. This means we comply to the 50 days sell-by-date policy but it also brings about order preparation times of between 48 to 72 hours.

My package arrived damaged, so what should I do ?

When a package is delivered, please note any damage on the document you sign when you accept that delivery.

Even if you notice that the product is damaged after accepting the delivery please contact us.

In any case, contact us rapidly, so we can sort the problem out for you.

My package is delayed, so what should I do ?

I still have a question and a bit of doubt

The first thing to do when you have a question of ANY kind is contact us. Use the Contact Us form. You can also telephone us: +33 (0)9 70 44 4 3 04.

We are a French company and must follow French and European law. Fortunately, this law gives you many rights, and we respect all of them!

How can I make a suggestion ?

Whether you have something positive or negative to say about us, we always want your feedback and truly appreciate your ideas. If during your visit to our site, you have an idea for improving our product range, website, or services, or you simply don't like some aspect of what we are doing, please let us know ! We promise to listen and act! The easiest way to contact us is to use the Contact Us form.