Contact us

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Contact us

Contact us for more information

Note - COVID-19: The pandemic situation is slowing down global logistics lines enormously. All orders will be processed (with care!) but we ask for your patience in this situation beyond our control.

As a first step, we invite you to consult the Frequently Asked Questions (below). This will most likely allow you to get the answer to your questions immediately :-)

In general, you can contact us using the form below or by e-mail (include your 4-digit order number). 

If you want to reach us by mail, it will be at our offices in France at 15 Rue Cels, Paris, 75014 or at our head office at 2128, Boul. des Laurentides, Bureau 430, Laval (Quebec) H7M 2Y6 to the attention ofOréole (please note that these are not return addresses)

We work hard to answer you as soon as possible (usually around 72 working hours).

If you want to contact us by phone, you can reach us at +1 438 558 7697. If we can't answer your call, please leave a message with your e-mailyour name, phone number and order number (if applicable) so that we can contact you again. 

Thank you !


Frequently Asked Questions

It's been 4 days since I ordered, where is my order?

All orders require a processing period of 3 to 5 business days before shipping.


How long will it take for me to receive my order?

Times vary depending on the location and method chosen (standard priority express). Delays are indicated at the checkout depending on the chosen method.
* These times do not include the processing time of 3 to 5 business days prior to shipping.

COVID-19: In this time of crisis, delays could be extended as postal services are slower.


How do I track my order?

Once the order has been shipped, you will receive the tracking number by e-mail (check your spam).

You can also access the tracking by clicking on "View my order" from thee-mail order confirmation screen (very first page). e-mail). 


After 12 business days, I still don't have a tracking number, what can I do?

  • First, check your e-mails (including spam).
  • Then return to thee-mail order confirmation page and click on the "View my order" button. This will take you to the order status page. If your tracking number has been updated, it will be there too.
  • If all this fails, write to us with your 4-digit order number at we will investigate for you!


I didn't receive my order, but it says "Delivered".

In these cases, you should contact the Post Office as soon as possible with your tracking number to obtain information from them.


I can't find the note that the postman left to pick up my package (I was absent at the delivery).

In these cases, you should contact the Post Office as soon as possible with your tracking number to obtain information from them.


I have been charged an additional amount on top of my order. Why did I do this?

These are fees that your bank has charged you based on your contract with them. On our side, the system only gives us the authorization for the exact amount of the order. The fees went to your bank based on the contract you have with them, contact them for more information.