FAQ
Find the answer to your question in seconds in our FAQ! We've compiled the most frequently asked questions from our customers to help you as quickly as possible.
ORDER
How do I place an order with Diatomite?
1 – Shopping Cart: Check the contents of your order. At this stage you can modify the quantities and enter a promotional code.
2 – Customer information: enter your personal information.
3 – Delivery: We offer secure delivery.
4 – Payment: we offer several payment solutions, the choice is yours.
5 – Order Confirmation: To ensure your order has been successfully registered, you must complete this step. You will also receive a confirmation by email or SMS (please provide your phone number) with your order reference number.
I'm unsure about the size of an item, what should I do?
We have implemented a size guide for all items in the shop. If you are still unsure after consulting it, please contact our customer service team directly; they will be happy to assist you promptly.
What are the order processing times?
The average order processing time is 48 hours. Orders are prepared Monday through Friday, when all items in the order are available.
DELIVERY
What are the delivery times?
Our delivery times to France: Processing your order, manufacturing the products, and delivery (free of charge) require 10 to 20 business days from our team. We make every effort to ensure you receive your order as quickly as possible, without compromising the quality of our merchandise.
How much does delivery cost?
At Diatomite, secure delivery is FREE in mainland France! (excluding overseas departments and regions)
How can I track my order?
Once your order is placed, you will automatically receive your order number: – by SMS (if you provided your phone number) – or by email. You will then simply need to enter your order number into our tracking platform to follow the progress of your package. ⚠️ It can sometimes take 5 to 10 business days for your tracking information to update.
My tracking number isn't working, what should I do?
If you have entered your order number in our tracking platform and it shows no information, don't panic! It can sometimes take 5 to 10 business days for the carrier to update the tracking information.
I ordered 3 items, why did I only receive 2?
If you placed an order with multiple items, and you have already received half of your order but not the other half, don't worry! We work with several warehouses and it is possible that depending on your order, you may receive your items in several shipments.
I haven't received my order.
First, please ensure you have checked the status of your package on our tracking platform. Then, please contact our customer service department or email us directly at julie@vcontact.fr.
PAYMENT
What payment methods do you accept?
Your security is our priority: our site only offers secure and guaranteed payment methods. We accept: – Visa or Mastercard credit cards – Apple Pay – American Express. All payments are protected by our 128-bit SSL encrypted payment processor. We do not accept checks at this time.
Is my information secure?
Of course your information is secure! The "HTTPS" in our store's URLs demonstrates the quality of our services. HTTPS is the secure version of "http" that uses SSL/TLS protocols. HTTPS is used to protect financial transactions on e-commerce sites. As online retailers, we understand that using SSL is essential these days. It's the best way to protect your data and safeguard you against hackers and identity theft. Visually, the SSL certificate is represented by a padlock icon in your web browser's address bar. It's also represented by an "s," which stands for "secure," added to the "HTTP" protocol in the website's address bar. So what are you waiting for to pay securely?
When is my card charged after my order?
When we receive your order, the amount due is debited within 24 hours of receiving it.
My payment was refused, what should I do?
First, check the expiry date of your bank card. It could also be that you've exceeded your spending limit. Contact your bank for more information.
Can I combine my discount codes?
No. Except in exceptional circumstances, we only accept one discount code per order. Thank you for your understanding.
RETURNS & REFUNDS
The item I received is not suitable for me, what should I do?
If you wish to return your order or an item from your order for any reason, this is of course possible. We accept returns within 14 business days from the date of receipt of your order, with the exception of custom-made items. Returned items must be in new condition, unworn, and unwashed. We will inspect the items upon receipt. We reserve the right to refuse your item if it does not meet the above criteria. To learn about the return procedure, please send an email explaining your request and your order number to: julie@vcontact.fr. All returns made after the 14-day legal withdrawal period from the delivery date will not be eligible for a refund. Thank you for your understanding.
What is your refund policy?
Please consult our refund policy to learn about all the terms and conditions of our refunds and returns. Upon receipt of your return package, we analyze and inspect your items to verify their condition. ❌ If your item(s) arrive in poor condition, we will be obliged to resend your package. Thank you for your understanding.
My refund does not appear on my statement
No worries! Our refund processing time is 7 to 14 days. If you still haven't received anything after 15 days, please contact: – our customer service – send an email to: julie@vcontact.fr
AFTER-SALES SERVICE
What are the customer service hours?
Our Customer Service department is available Monday through Saturday and typically responds within 24 to 48 hours (excluding weekends and public holidays). We do our best to respond to your request as quickly as possible. Thank you for your understanding.
We haven't answered your question?
If you can't find the answer to your question in our FAQ, please contact our customer service directly or email us at julie@vcontact.fr. Our team will be happy to help! Remember, your satisfaction is our priority, so don't hesitate to email us with any questions! ☀️