Order
Are items in my cart reserved?
🛒 No, items added to your cart are not automatically reserved. Adding a product to your cart does not guarantee its availability. Until your order is fully completed and paid for, the items remain available for other customers as well. This means a
Can I cancel or modify my order after it's been confirmed?
⛔ Once your order has been confirmed, it can no longer be cancelled or modified — this includes adding or removing items, or changing the delivery address. This is due to our fast and automated order processing system, which ensures quick preparation
Can I get an invoice for my order?
To download it, follow these steps:. Log in to your Sud Express account. Go to the “My Orders” section. A download icon will appear once your order status is marked as “Shipped”. Invoices are only generated after your order has been shipped. No paper
Do I need to create an account to place an order?
🛍️ You can place an order with or without a customer account. ✅ 1. Order with a Sud Express account (recommended)Creating a personal account gives you access to many useful features:. Save your address book for faster checkout. Track your orders, re
Has my order been successfully placed?
✅ If your order has been confirmed, you will receive a confirmation email within a few minutes after the payment is validated. 📩 Tip: If you don’t see the email in your inbox, make sure to check your spam or junk folder. Log in to your Sud Express c
I haven’t received my order yet, why?
Before opening an investigation, please check the following:. 1️⃣ Did you receive your order confirmation email?This email confirms that your order was successfully placed. 2️⃣ Check your order status in your customer account:. If the status is “Bein
My discount code isn’t working — what should I do?
🎁 You’ve entered a promo code, but it doesn’t apply? Here’s how to troubleshoot the issue:. 1️⃣ Is the code entered correctly?Discount codes are case-sensitive and may fail due to a typo, extra space, or incorrect character.👉 We recommend copying a
My order is marked as delivered by Colissimo, but I haven’t received it
📦 Your tracking status shows that your parcel has been delivered, but you haven’t received anything? Here’s what to do:. Before starting a formal investigation, please make sure:. ✅ No family member, roommate, neighbor, or building concierge has acc
Do you offer gift wrapping?
🎁 We do not offer personalized gift wrapping, but we take great care in how your order is prepared and presented. Each item is delicately wrapped in tissue paper, ensuring a refined unboxing experience. 🛍️ Please note: During high-volume periods (s
Where can I track my orders and returns?
📦 You can view the history and status of your orders and returns at any time from your Sud Express customer account, under the “My purchases” section. 🔄 Order status tracking:. 🟡 Status “In preparation”Your order is being processed by our logistic
Can I place an order by phone?
📱 To ensure optimal transaction security, our website only accepts online payments via:. Credit/Debit Card. Alma. Apple Pay. 🚫 It is not possible to place orders by phone or email. 🔒 All card payments are fully managed and secured by our trusted p
Can I combine multiple orders into one?
🚫 No, it is not possible to combine or merge orders once they have been confirmed. As soon as an order is validated, it is automatically transmitted to our logistics partner for processing and preparation. This means:. We cannot merge multiple order
My parcel is stuck or lost — what should I do?
📦 If your parcel hasn't moved in several days according to the tracking link, it may be delayed, blocked, or lost. Here's what you can do. Use the tracking number received by email when your order was shipped.If there’s no update for more than 4 bus
I can't complete my order
❗ Your items appear to be in stock on the website, but you receive an error message when finalizing your order, especially when entering your shipping address?. In mainland France, if an item is out of stock at our main warehouse, it can be shipped f