Request documents

A verification procedure may require us to request certain supporting documents before shipping an order.

Why this verification procedure?

When paying by credit card, the only information the bank provides is the acceptance or refusal of the transaction. The real identity of the cardholder is not confirmed to us. If the card used is stolen, or if the card numbers were obtained fraudulently (credit card receipt, number noted while your card was accessible to a third party, etc.), we have no way of knowing.

To prevent such misuse and protect you against the risks of your card being used by a third party, we may request proof of identity. The same applies to other payment methods (PayPal, etc.) to prevent any attempt at identity theft or fraudulent use of a PayPal account.

This procedure is not intended to penalize you or infringe on your privacy. Unfortunately, we encounter daily attempts at credit card fraud. Therefore, we have implemented this measure to protect our customers.

How do I send my supporting documents?

It’s very simple; your client area allows you to upload these documents. If you prefer to send them by email, please forward them to [email protected].

How long will it take for my order to be released after sending the documents?

Your order will be released within 12 hours after sending your documents. Our teams work to release your order as quickly as possible.

How can I avoid this request?

Opting for a one-time payment by bank transfer or by credit card with 3DSecure will most often allow you to avoid these administrative formalities.

I have additional questions

If you have any questions following a request for supporting documents, please send an email to [email protected].