Orders & Shipping

Returns & Exchanges

• • What is the return policy?
• • I purchased Colombe products at another retail store. Can you help with a refund/exchange?
• • How long does it take to receive a refund?
• • What are my options if equipment purchased on your website is faulty or breaks within the warranty period?

Online orders

• • Is there a phone number for customer service?
• • Can I change or cancel my order?
• • Why is my gift card not being accepted on the website or at a retail cafe?

Shop Pay Installments

• • Which payment methods are accepted if I choose the option to pay in installments on Shop Pay?
• • Can I return a purchase made through Installments with Shop Pay?
• • What is the option to pay in installments on Shop Pay?

Fulfillment & Shipping

• • How much do you charge for shipping? What are the shipping timeframes?
• • When will my order ship?
• • How can I track my order?
• • Does La Colombe ship internationally?
• • I only received some of my order. Were my items shipped separately?
• • Which shipping carrier does La Colombe use? What is UPS SurePost?

Order Issues

• • I received the wrong item(s) in my La Colombe order!
• • My La Colombe order was returned to the original sender.
• • My item(s) arrived damaged. How can I get a replacement?
• • The tracking information says "delivered," but I have not received my order.

Promotions

• • How can I check the balance of my La Colombe gift card?
• • I placed an order just before or after a promotion. Can you honor the promotional price?
• • What happens if I add a one-time only product to my upcoming subscription order that is discounted due to a sale?
• • Can I apply a discount or promo code to my new or existing subscription?
• • I forgot to enter my discount/promo code!

Sending Gifts

• How can I add a gift message to an order?
• • I'm sending an order as a gift. Will the recipient see the prices?