Frequently Asked Questions
Returns and Refunds
Can I modify or cancel my order after placing it on the site?
Once your order is placed, it can no longer be canceled. If you need to change the delivery information or adjust your order details, please contact us immediately at hello.pulseon@gmail.com. Once the order is being processed, we will no longer be able to make changes. We invite you to wait for your order to arrive, then follow the return procedure if necessary.
What should I do if the item I ordered arrives broken or damaged?
In case of an unexpected issue, we commit to sending you a replacement. We place great importance on the quality of our collection and the selection of our manufacturers. If you notice a defect on your item, please contact us within 48 hours of receipt so we can provide a solution.
How do I return an item?
Step 1: Initiate your return/exchange
Send us an email at hello.pulseon@gmail.com within 30 days of receiving the package and provide your order number. Our customer service representatives will determine eligibility for refunds and exchanges, then a "Return & Exchange" authorization will be sent to you.
Step 2: Return the product
Once our customer service has approved your request and provided you with our return/exchange address, please initiate the return/exchange within 3 business days following our instructions. It is best to use a shipping method with tracking number and signature to confirm delivery. If the item to be returned/exchanged is shipped without a tracking number, the customer will be responsible in case of loss by the carrier, and no refund will be issued.
Step 3: Refund or exchange
When we receive your return, we will inspect the item within 3 to 5 business days, then provide you with a replacement for an exchange or proceed with a refund.
Payment
What types of payment do you accept?
We recommend using these types of cards for all your transactions:
Visa, Mastercard, American Express, Klarna, Cryptos (USDC).
Additionally, you can use Apple Pay, Google Pay, PayPal, and Shop Pay for a smoother payment experience.
Please note that all credit card payments are processed via 3D Secure (3DS), a payment authentication system to protect you against unauthorized use when shopping with us. A one-time password (OTP) is sent to your mobile phone number for authentication. Please contact your issuing bank regarding your card’s registration for OTP.
Shipping
Do you ship worldwide and what is the shipping cost?
Shipping is currently limited to Metropolitan France, where it is free.
What are your processing and shipping times?
Shipping times may vary depending on order volume; your order usually arrives within 10 days.
Processing times
Orders take 2 to 3 business days to be processed after ordering before being shipped. We do not ship on weekends.
Where can I find my tracking number?
When your items are shipped, you should receive an automatic notification from our system by email providing you with a tracking number. If you have trouble finding your tracking information, please contact hello.pulseon@gmail.com for assistance.
What if my delivery address is incorrect?
If you notice that your delivery address is incorrect, please contact us immediately! We can still update it if the order has not yet been shipped. Once the order is shipped, we can no longer modify it, so please make sure to check the address before submitting your order.
Unexpected delays
In some cases, delivery may take longer than the standard times indicated above. External factors can cause shipping delays, such as international customs processing and holidays, which are beyond our control.
Please contact us if your package is taking too long to arrive, and we will work with you to resolve the situation.
If you have any other questions, feel free to contact us at helllo.pulseon@gmail.com. Our support is available on business days, Monday to Saturday, from 9 am to 9 pm. Thank you for your patience.
