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Faq Sections

I have questions about my order
How to track my order ?

To know the progress of your order, we invite you to follow the following procedure:

1 - Log in to your customer account.

2 - Go to the "MY ACCOUNT" section then "ORDER HISTORY"

3 - The status of your order is updated automatically. You can click on the link of our carrier to follow the delivery steps.

My package tracking indicates an anomaly, what can I do?

In the event that the tracking of your package indicates an anomaly:

1 - First of all, we invite you to check your emails in order to find out about any information or request from the carrier (be careful, it sometimes happens that this information arrives in spam).

2 - Secondly, contact our customer service to obtain more information or to send a request to the carrier.

3- To contact customer service, you can send an email to and attach your order number. We will then contact our carriers in order to regularize the anomaly as soon as possible!

My parcel is showing as delivered but I haven't received it

If the tracking says your order has been delivered but it hasn't been left in your letterbox:

1. First of all, check with your neighbours to find out if another person took your parcel for you. This may be indicated on the tracking information, which you can find by clicking on the tracking link.

2. Contact our customer services at, so that our delivery company can investigate what happened to your parcel.

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I received my order but I have a problem
I received a damaged product/parcel, what can I do?

If you receive a damaged product or parcel, please contact Alizée, in charge of customer services, at

We will take care of the administrative formalities with our delivery company, then either send you another parcel or refund your order, as you wish.

There are products missing from my order

All our orders are prepared by hand, and sometimes mistakes can happen.

If there is a product missing from your order, please get in touch with Alizée at customer services ( We will send you he missing item(s), or refund you if they are no longer available.

I want to make a return/refund
How can I cancel my order?

If you wish to cancel your order, please contact Alizée at customer services as soon as possible.

1. Orders can only be cancelled before they are dispatched.

Once your parcel has been sent or is ready to be sent, we can no longer cancel your order. In this case, you can refuse the parcel when it is delivered.

2. Once the parcel is returned to us at our warehouse, your order will be refunded using the same payment method used when you made your purchase (minus the delivery costs).

If you wish to contact customer services to cancel your order, please send an email to

The product does not meet my expectations, and I would like a refund

The product does not meet my expectations and I would like a refund.

You have 14 days from the date you receive the product to exercise your right to return the product without having to justify your decision.

To do this, please contact Alizée at customer services ( and let her know of your intentions.

Your order will be refunded once we receive the product at our warehouse.

To exercise your right to return purchased products, the product must be returned in new condition, along with any accessories with which it was delivered, and in its original packaging.

Lamazuna reserves the right to refuse to refund a product if all these conditions are not met.

Can I exchange a product that does not meet my expectations?

You have 14 days to let us know if you are not happy with a product.

Please note that the menstrual cups, Oriculis, replaceable-head toothbrushes and replacement heads cannot be returned or exchanged for hygiene reasons.