FAQ
1. GENERAL QUESTIONS ABOUT COVID-19
IS IT STILL POSSIBLE TO SHOP ON YOUR WEBSITE?
YES! We are still able to accept and deliver orders internationally. However, we recommend choosing a delivery address that you are certain you will be able to access, such as your home address.
ARE YOU STILL DELIVERING AS USUAL?
Yes! We ship from our warehouses Monday through Saturday. You can therefore expect to receive your package within 2 to 3 business days. We are working as quickly as possible to dispatch your orders without compromising the safety of our team.
Due to government restrictions, we remain in constant communication with our carriers to anticipate and respond to any changes that may occur on a daily basis.
If you have any questions, please contact our Customer Service team. here
HAS COVID-19 AFFECTED IZYSMILE’S LOGISTICS OPERATIONS?
At present, our production operations have not been affected by the virus. We are, of course, monitoring the situation very closely, particularly by working with local authorities in affected regions and following guidance from the World Health Organization. The health and well-being of our suppliers are a priority for us. Should the authorities recommend additional measures, we will ensure that they are fully implemented.
More Questions?
Please contact our Support Team here.
2. CONTACT US
PLEASE CONTACT US THROUGH ONE CHANNEL ONLY TO HELP US REDUCE OUR RESPONSE TIMES.
OPENING HOURS:
- Monday to Friday – 7:00 AM to 7:00 PM
- Saturday – 7:00 AM to 5:00 PM
IZYSMILE DOES NOT HAVE A PHONE NUMBER!
Izysmile does not operate a call center, so we are unable to manage a high volume of phone calls. Izysmile operates exclusively online, as does our Customer Service team.
More Questions?
Please contact our Support Team here.
3. SHIPPING INFORMATION
Our delivery times remain unchanged despite the current situation in France and Europe.
See below for shipping costs and delivery times:
- Home Delivery – 2–3 business days: €10.00
- Pickup Point Delivery – 2–5 business days: €7.00
- Express Delivery – 1–2 business days: €15.00
FREE HOME DELIVERY on orders over €100
FREE EXPRESS DELIVERY on orders over €100
If you do not receive your order, please contact our Customer Service team within 7 days of the delivery date shown in your tracking information.
More Questions?
Please contact our Support Team here.
4. CAN I CHANGE MY ORDER?
Once your order has been placed, it cannot be changed. You have 15 MINUTES TO CANCEL YOUR ORDER by clicking on YOUR ORDER NUMBER and then selecting “CANCEL ORDER.”
You can only exchange an item after receiving it, for example if:
- The item has a defect
- The size does not fit you
After the 15-minute cancellation period, you will need to return your order through our returns system.
If you do not have a customer account, you will not be able to cancel your order.
If you provide an incorrect shipping address, we cannot be held responsible if the order is lost.
More Questions?
Please contact our Support Team here.
5. YOU SENT ME THE WRONG ITEM
In the unlikely event that you receive the wrong item, please contact us immediately and provide the following information:
- Your order number
- The name of the item you did not receive
- The name of the item you received instead
- A photo of the item you received, with the logo visible
Once we have received your request and all the necessary information, we will take care of it as quickly as possible.
All claims regarding incorrect items must be submitted within 7 days of the delivery date.
More Questions?