Frequently Ask Questions

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1 Catalogue

1.1 Do you have a paper catalogue ?

We publish a paper catalogue, the Accastillage Diffusion guide, every year in March. It is available in French, Spanish or Italian; and you can get it for free in an Accastillage Diffusion store. 


1.2 Is it possible to download the catalogue on the site ?

The catalogue is available in PDF and directly downloadable on the page of the Accastillage Diffusion Guide. 


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2 Delivery

2.1 Where do you deliver ?

We deliver in Europe to the following countries : France, Spain, Italy, Germany, Belgium, Luxembourg, Netherlands, Great Britain, Austria, Denmark, Ireland, Portugal, Finland, Norway, Sweden and Switzerland. For a delivery elsewhere, please contact us to get a cost estimation.

2.2 What are the delivery costs ?

The delivery cost details are indicated in the “delivery” section.

2.3 What are the delivery times ?

For France the delivery times are from 24h to 48h in Colissimo. For Europe delivery is from 2 to 8 days.*
*Attention, delivery estimated not guaranteed.

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3 Stores

3.1 How to find a store near me ?

You will find a list of all Accastillage Diffusion stores with their locations in the “Stores” section on the site.

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4 Shopping cart

4.1 I have a promotional code, how do I use it ?

Simply enter your promotional code at the shopping cart before validation (step 4/5) for it to be considered.

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5 Orders

5.1 If I have a problem with my order can I return it ?

Yes, in accordance with our Terms and Conditions, you have 7 days from receipt of your order to arrange for return of product to customer services. To enable us to identify the returned products, we ask that you kindly report beforehand any return of products.

5.2 How do I track my order ?

You can follow the preparation of your order directly from your Customer account by selecting "Track Orders". Note that it takes a few minutes to see your order following your payment. 


5.3 My order has not yet been shipped, may I cancel or change a product ?

Please contact customer service as rapidly as possible to request the modification of your order. Do not forget to specify your order number in your correspondence. From the time your order is "in preparation", we cannot guarantee to alter your goods prior to shipment.

5.4 My order has been shipped, but has not arrived, what do I do ?

First, check the package tracking and wait for the maximum normal delivery time (see "Delivery" section). If monitoring is not available, contact our customer service for more information or make a claim with the Post Office. Do not forget to specify your order number in your correspondence.

5.5 I just received my package and a product is damaged, what should I do ?

Attention, if the package you have received is damaged, it is mandatory to note the type of delivery. Please contact our customer service to report the damaged product. After verification, we can proceed to send the missing item. Do not forget to specify your order number in your correspondence.

5.6 I have received my package and an item is missing, what should I do ?

Please contact our customer service to report the missing product. After verification, we can proceed to send the missing item. Do not forget to specify your order number in your correspondence. 


5.7 I just received my package, and a product does not comply with my order, what should I do ?

Please contact our customer service to report the error in the delivered product. After verification, we will send you a pre-paid return slip to return the nonconforming product. Upon receipt and after checking the integrity of the returned product, we will proceed in the shortest time to exchange the product. Do not forget to specify your order number in your correspondence. 


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6 Customer account

6.1 I can not create my customer account, the site tells me that my identification has already been used, what can I do ?

First, make sure you have correctly entered your email. If you have forgotten your password, you can receive a new one via email by clicking "Forgot your password?" on the login page. You will then be able to change it in your account. If the problem persists, please contact our webmaster. 


6.2 I've forgotten my password, how can I remember it ?


If you have forgotten your password, you can receive a new one via email by clicking "Forgot your password?" on the login page. You will then be able to change it in your account.

6.3 I lost my "login", how can I find it ?

Your login is your email address. However, if you can not find the email address you used, you can contact your local Accastillage Diffusion store who can carry out a search for you.

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7 Payment

7.1 Is the payment secure ?

Yes we use a secure bank access to handle your transaction. You can get more information on our "Secure payment" page.

7.2 Do you offer payment on delivery ?

We do not provide this option at the present time.

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8 Professionals

8.1 Franchise : how do you become an Accastillage Diffusion agent?/ How do you open an Accastillage Diffusion franchise ?

Please contact our French network head, who will provide all necessary details.

8.2 Recruitment : How to work for Accastillage Diffusion ?

You can send your application directly to the Accastillage Diffusion store concerned or to the French network manager.

8.3 Press : how to get a press pack ? Contacting our communication service ?

Please contact our communications manager.

8.4 Vendor : how to submit products to Accastillage Diffusion ? How do I get a reference to Accastillage Diffusion ?

Please contact our purchasing department.

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