Where to find exceptional homemade products?
For now, everything is happening online on our e-shop m-exception.com or in one of our stores where we will be happy to welcome you. - For store addresses and opening hours, click here:
- Exceptional house Thionville – 1 rue du maillet – 57100 Thionville Tel: 03 82 88 62 91
- Monday to Saturday from 10:00 a.m. to 7:00 p.m.
How do I track my order?
You can track your order by going directly to your customer account, under the “orders” tab and “track order”. You can also check the tracking via our dedicated page: Order tracking
Where is my order?
Please make sure to check the delivery option selected when confirming your order and the deadlines for placing the order. If the indicated delivery date has not yet passed and you have received an email confirming the shipment of your order, then your package is on its way... However, we are unable to search or locate your package when the estimated delivery date has not passed. On rare occasions, the package may encounter an incident during transport. If the expected delivery date has passed, please collect the information concerning the order in order to contact our customer service here: "contact page" .
Which countries do we deliver to?
We ship to Europe and the United States. You can pay online by credit card: we accept CB, Visa, Mastercard, Maestro, Bancontact, prepaid cards (CB, Mastercard, Visa), or via the PayPal platform. For orders in France, we also offer PayPal payment in 3 or 4 installments. However, we do not accept payments by check or bank transfer.
What payment methods are accepted?
You can pay online by credit card: we accept CB, Visa, Mastercard, Maestro, Bancontact, prepaid cards (CB, Mastercard, Visa), or via PayPal. For orders in France, we also offer payment in 3 installments from €60 of purchase via the platform. However, we do not accept payments by check or bank transfer.
I want to modify or cancel my order?
You have a 14-day withdrawal period to return the item(s) from the day your package was delivered. To do this, we invite you, in this case, to go to your customer account, to make a claim by filling out the dedicated form on the contact page of the site : support@sensaura.fr Note that to save possible return costs, you can also either refuse the package upon delivery to your home, or not collect your package at the Relay Point. As relay points do not keep packages for more than 14 days, yours will be automatically returned to us.
How can I track my package?
Was a calling card left in your mailbox? Were you able to check with your neighbors? Did someone else pick it up for you? A signature is not always required for home delivery. If no one is available to accept the delivery, our carriers may attempt to leave it with a neighbor or at the post office. A calling card is not necessarily left in your mailbox. You can therefore go to your post office with your parcel number to verify the successful delivery of your order. If these questions do not lead to your parcel being found, do not hesitate to contact the chosen carrier to investigate this delivery delay, and to contact our customer service if their response is not satisfactory.
The package was returned to the sender?
If you were unable to collect your package or the carrier was unable to deliver it, and it is returned to us, our customer service will validate the refund of your order upon receipt at our premises. The refund will be made by the same payment method used when validating the order (credit card or PayPal). In all cases, we will keep you informed of the receipt of your package and the processing of your refund by email. Refunds by credit card can take up to 48 business hours, while refunds to PayPal are immediate.
An error on the order?
Our orders are carefully prepared by hand and sometimes mistakes are accidentally made, and we are more than sorry. In this case, we invite you to go to your customer account to make a complaint by contacting customer service. Upon receipt of your complaint, our customer service will process your request as quickly as possible. You can also contact us by private message via Facebook (maison-dexception). We are also available by email or by phone at 03 82 88 62 93. We would be grateful if you would not return the item(s) without having contacted our customer service.
I would like to make a return?
Please note that only the customer who placed the order can return the item. To avoid possible return shipping costs, you can either refuse the package upon delivery to your home or not pick it up at the collection point. As collection points do not retain packages for more than 14 days, your package will automatically be returned to us. Upon receipt of your package, we will refund you and notify you by email. The refund will be made using the same payment method used when confirming the order (credit card or PayPal). In all cases, we will keep you informed of the receipt of your package and the processing of your refund by email. Refunds by credit card can take up to 48 business hours, while refunds to PayPal are immediate. If several days have passed since your package was sent, and you still have not received an email, we invite you to contact our customer service directly: Contact Customer Service
CONTACT US
Call us at 03 82 88 62 93 (available Monday to Friday from 10:00 a.m. to 6:30 p.m.)