Where can I find Sensaura products?
For now, everything is happening online on our e-shop sensaura.fr or in one of our stores where we will be happy to welcome you. - For the addresses and hours of the shops it's here:
- Sensaura Thionville – Geric shopping center – rue du mallet – 57127 Thionville Tel: 03 82 34 29 39
- Sensaura Thionville – City center - 13 rue du luxembourg – 57100 Thionville – Tel: 03 82 58 11 02 (telephone platform on the website)
- Sensaura Semecourt – Auchan shopping center – Roman road – 57280 Semecourt – Tel: 03 87 60 87 96
How to track my order ?
You can track your order by going directly to your customer account, "orders" tab and "track order". You can also consult the follow-up via our dedicated page: Order follow-up
Where is my order?
Be sure to check the delivery option selected when validating your order and the deadlines for placing the order. If the delivery date indicated has not yet passed and you have received an e-mail confirming the dispatch of your order, then your package is on its way... On the other hand, it is impossible for us to carry out a search or a location of your package when the estimated delivery date has not passed. It happens, on rare occasions, that the package encounters an incident during delivery. If the expected delivery date has been exceeded, please collect the information concerning the order in order to contact our customer service here: "contact page" .
In which countries do we deliver?
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 payment in 3 installments from 60€ of purchase via the platform. However, we do not accept payment by check or bank transfer.
What are the accepted means of payment?
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 payment in 3 installments from 60€ of purchase via the platform. However, we do not accept payment by check or bank transfer.
I want to modify or cancel my order?
You have a withdrawal period of 14 days to return the item(s) from the day of delivery of your package. For this, we invite you, in this case, to go to your customer account, in order to make a complaint by filling out the dedicated form on the contact page of the site : support@sensaura.fr Note that to save any costs return, you can also either refuse the package when it is delivered to your home, or not pick up your package at the Point Relais. As relay points do not keep parcels for more than 14 days, yours will be automatically returned to us.
Tracking my package?
Has a transit advice note been left in your mailbox? Have you been able to find out from 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 receive 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 check that your order has been delivered correctly. If these questions did not make it possible to find your parcel, do not hesitate to contact the chosen carrier to investigate this delivery delay, and to come back to our customer service if their return was not satisfactory.
The package is returned to the sender?
If you have not been able to recover your package or the carrier has not been able to deliver it to you, 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 means of payment used as during the validation of the order (credit card or PayPal). In any case, we will keep you informed of the receipt of your package and the processing of your refund by email. Reimbursement by credit card can take up to 48 working hours while reimbursement on PayPal is immediate.
An error on the order?
Our orders are prepared by hand with care and sometimes mistakes are inadvertently made, and we are more than sorry. We invite you, in this case, to go to your customer account, in order to make a complaint by contacting customer service. Upon receipt of your complaint, our customer service will process your request as soon as possible. You can also reach us by private message via Facebook (sensaura57). We are also available by email, by phone on 03 82 58 11 02. Please do not return the item(s) without contacting our Customer Service.I want to make a return?
Please take into account that only the customer who placed the order himself can make his return. Note that to save any return costs, you can also either refuse the package when it is delivered to your home, or not pick up your package at the Relay Point. As relay points do not keep parcels for more than 14 days, yours will be automatically returned to us. Upon receipt of your package, we will refund it and notify you by email. The refund will be made by the same means of payment used as during the validation of the order (credit card or PayPal). In any case, we will keep you informed of the receipt of your package and the processing of your refund by email. Reimbursement by credit card can take up to 48 working hours while reimbursement on PayPal is immediate. If several days have passed after sending your package, and you still have not received an email, we invite you to contact our customer service directly: Contact Customer ServiceCONTACT US
Call us on 03 82 58 11 02 (available Tuesday to Friday from 1:30 p.m. to 6:30 p.m.)