Frequently Asked Questions
Customer Account
The advantages of creating an account
Creating an account on www.relianceparis.com allows you to be quickly identified by Maison Reliance during your purchases on the online store.
You benefit from the following advantages:
- View your order history
- Follow the delivery of your orders
- Exchange or return products
- Update your contact details
- Create a list of favorite products
- Create in-stock product return alerts
Create your account
Create your Reliance customer area by clicking on the corresponding icon at the top right of the screen or on “Login”, then “Create an Account”. Complete the required information marked with an asterisk. Finally, click on "Validate".
You will receive a confirmation email to the email address provided when creating your account.
Our Customer Service is at your disposal if you need help or if you would like more information.
Connect to your account
To connect to your Reliance space, click on the corresponding icon at the top right of the screen or on "Login". Simply enter your email address and password, then validate.
If you cannot access your account, check that it was previously activated via an account creation confirmation email or an email sent after your first purchase, for example.
Our Customer Service is at your disposal if you need help or if you would like more information.
I cannot access my account
If you are unable to access your account, check that it was previously activated via an account creation confirmation email or an email sent after your first purchase, for example.
Our Customer Service is available if you need help or would like more information.
Change your password
You can choose to change your Reliance account password at any time. First solution: Log in to your space then go to "Personal information" and click on "Change my password".
Second solution: Click on "Connection" or on the corresponding icon, then on "Forgot your password?". You will then receive an email allowing you to reset it.
Our customer service remains at your disposal if you need help or if you would like further information.
Forgot your password
Go to "Login" or the corresponding icon, then to "Forgot your password?" located under the “Connect” button. You will then receive an e-mail allowing you to reset it.
Change the e-mail address linked to my account
If you wish to change the e-mail address of your customer account, we invite you to contact customer service by e-mail who will make the change. Remember to indicate in the email your two email addresses, the old and the new, to ensure rapid support.
My invoices
Your invoices are available and downloadable from your customer area in the "My orders" section. In addition, when you order, we provide you with your invoice as a clickable link in the order confirmation email.
My delivery addresses
You can memorize your delivery addresses to avoid having to enter them when validating your order. To do this, go to your customer area then in “My Addresses”. On this page, you can add, modify or delete your preferred addresses.
When you create an order, you can also choose to save the address you provide.
Deactivate your customer account
We invite you to contact us to deactivate your account. Please note that this account is linked to your email address, if you activate an account with this same email address again later, this will reactivate your first account.
Subscribe to the newsletter
In order to follow the brand's news, its innovations, its advice and new concepts, we invite you to subscribe to our newsletter. To do this, go to the bottom of the relianceparis.com website and enter your email address in the "Newsletter" box.
You can also subscribe to it when you create your account by checking the corresponding box.
Unsubscribe from the newsletter
Do you no longer wish to receive our newsletters? Go to the bottom of one of these and click on the unsubscribe link.
My favorites
When you are interested in a product and you want to add it as a "favorite", you can click on the little heart on the product's page. You will find your favorite products in your customer area in the "My favorites" tab.
You will then be able to easily find a product that has caught your attention.
Order
Place an order
Today, it is possible to order on our website only from France and some of its overseas territories (Guadeloupe, Réunion, Mayotte, Martinique, Saint-Barthélemy, Saint-Martin). We are currently expanding our shipping areas to offer you a wider range of choices.
When your order is validated, you will receive a confirmation email including your order number, your basket summary, as well as your invoice. The details of your order are available at any time in your customer area.
Track my order
Order tracking is available from the shipping confirmation email for your order. You can also find it in your customer area by going to the "My orders" tab.
It is possible that the tracking is updated between 24 and 48 hours (working days) after the order. If you have not heard anything after this time, do not hesitate to contact our customer service.
Report a problem
For any problem encountered, do not hesitate to contact our customer service. You can also fill out the contact form below.
Cancel my order
Once your order has been confirmed, it will no longer be possible to modify it. We can cancel it so that you can resubmit it only if the order is waiting to be prepared. Do not hesitate to contact our customer service.
However, once the order has been shipped, we are no longer able to intervene and you will have to return the package upon receipt.
I have not received a confirmation email
We suggest that you check the spam in your mailbox. You can also check if your order has been taken into account in your customer area, in the "My orders" tab.
Finally, our customer service is at your disposal at all times to confirm receipt of your order.
About customs fees for the French Overseas Territories
For any shipment intended for the French Overseas Territories, our customers residing in these overseas departments must pay sea dues as well as possible customs fees which may be applied depending on the amount of the order.
However, our customer service is available if you consider that the billing is excessive and unjustified.
Payments
The different payment methods
Payment for purchases on the Reliance site is made by credit card (Visa, Mastercard, American Express or PayPal). You can only use one payment method per order. However, if you have a voucher lower than the basket amount, you can apply it and pay the remaining amount by card. For more information, please refer to our general conditions of sale.
My payment has been refused
We advise you to contact your banking organization to ensure that your payment method is working properly. If the problem persists, do not hesitate to contact our customer service.
Secure payment
All transactions carried out on the relianceparis.com site are highly secure thanks to an SSL encryption system which protects personal and payment data. We do not keep any of your banking data.
In addition, we are strengthening payment security with the 3D Secure system for equipped Visa, Mastercard and American Express cards. An additional step of verifying the identity of the card holder is carried out during payment to validate the transaction.
Each bank has its own authentication, for any questions regarding your 3D Secure code, please contact your bank directly. Our customer service is also at your disposal for any help or additional information.
For further information, please consult our general conditions of sale or contact our customer service.
Delivery & Order Tracking
How does the delivery of my package take place?
The delivery of your package takes place in several stages:
- Preparing your order: After placing your order on the Reliance website, we carefully prepare your package for shipping.
- Shipping: As soon as your package is ready, we will ship it with the carrier of your choice. You will then receive an email or a message with the tracking number of your package.
- Tracking: You can track the progress of your package using the tracking number we have provided to you. You can also track the package on the Reliance website in your customer area in the “My orders” tab.
- Delivery: The carrier will deliver your package to the delivery address you provided when ordering.
We strive to make the delivery of your package as simple and transparent as possible. Do not hesitate to contact us if you have any questions or problems with the delivery of your package.
Delivery methods
You can have it delivered by Colissimo or Chronopost.
Standard delivery (Colissimo): The delivery time is 3 to 5 working days from dispatch. Reception can be done with or without signature. Delivery is free for all orders over €80 of purchase. Otherwise, delivery is set at a rate of €5.5 for delivery without signature and €6.5 for delivery with signature.
Deliveries are made from Monday to Friday, without delivery on Saturday. The delivery time applies as soon as the shipping confirmation of your order is sent.
Delivery can be made to your home or to the address indicated when you order online on our website relianceparis.com. If certain items are unavailable, delivery times may be modified.
For more information, please consult our general conditions of sale or contact our Customer Service by email at contact@relianceparis.com or at +33 (0)2 37 49 10 60.
Delivery times
It takes between 24 and 48 working hours for the preparation and shipping of your order. The delivery time then depends on the carrier chosen and is on average 48 to 72 working hours for standard delivery. Any orders placed after opening hours and during the weekend will be prepared and dispatched the following working day and cannot be considered a delay.
Deadlines are given as an indication and may vary depending on external factors and the carrier. Reliance cannot be held responsible for any delay in delivery and shipping costs will not be refunded in the event of delay.
Claim deadlines
The complaint deadline varies depending on the nature of the complaint. It is important to contact us as soon as possible after receiving your package to allow us to quickly process your request.
We encourage you to review our returns policy for more information on claim deadlines.
I have not received my package
If the tracking indicates that your package has been delivered but you have not yet received it, please wait until the end of the day before contacting customer service. It may happen that the tracking is updated in advance by the delivery person before the actual delivery of the package. It is also possible that the package accidentally ended up with a neighbor, at the post office or with the guard.
If your situation is special, do not hesitate to contact our customer service. If the package in question contains products in limited quantity and therefore not eligible for customer complaint resolution with referral at the brand's expense, customer service will propose a commercial offer equivalent to the amount initially spent for this package.
The package is returned to the sender
If your package has been returned to our warehouse, please check the address you provided and provide us with all missing information. A return will be possible upon receipt of your package.
Our customer service is at your disposal for any help or additional information.
Delivery error with my package
La Poste is responsible for your package as soon as it is picked up. If the delivery person considers home delivery impossible or the address inaccessible, he can drop off the package at a collection point, generally the nearest post office.
A second shipment can be made to your address if you are not able to collect the package left at the post office (after checking the accessibility of your address for the delivery person).
I made a mistake in the delivery address
If your package has not yet been sent, please contact us during our opening hours with the necessary information (Last name, First name, Order number, original address, new address) and we will do our best to make the changes. If the package is already on its way, we advise you to contact the carrier to try to change the address.
Unfortunately, if no solution is found, the package will be shipped to the first address listed but may eventually return to us and we will contact you at that time.
Customs fees
Customs fees depend on the country of delivery and the amount of your order. If fees apply, they will be your responsibility. If your delivery address is in mainland France, there will be no customs fees to pay.
How to change your collection point
If your package has not yet been sent, please contact us during our opening hours with the necessary information (Name, First name, Order number, initial collection point, new collection point) and we will do our best to make the changes.
If the package is already on its way, we advise you to contact the carrier to try to change the pickup point.
When will I receive tracking for my package?
As soon as it is shipped, you will receive an email or message with the tracking number of your package. You can also track it in your customer area on the Reliance website in the "My orders" tab.
We advise you to check the tracking on your carrier's website for more details.
Returns & Refunds
Making a return
Upon receipt of your order, you have 14 working days to return any item you wish to return to us at your expense to the following address: ZA des Chênes, 28480 Saint Denis D'Authou (Saintigny).
You can download and complete the return form by clicking here.
Please note that the right of withdrawal cannot be exercised if the products have been unpacked or used after delivery and cannot be returned for reasons of hygiene or health protection.
For the exchange to be accepted, the products must be in perfect condition, in their original packaging, unused and able to be put back into stock. The gifts obtained must also be returned if you return your entire order (otherwise, they will be deducted from the final refund).
Any product returned damaged, in particular due to a lack of protection in unsuitable packaging, will be considered damaged and cannot be refunded. If the return costs have been paid by our company, we will deduct these costs from the refund. However, if the return shipping costs have been paid by the customer, the refund will remain unchanged.
The processing time for returns can take between 14 and 21 business days. Beyond this deadline, please contact our customer service.
For more information on the conditions of return, exchange and refund, please consult our general conditions of sale.
Making a partial return
In the case of a partial return, we invite you to clearly indicate which products you wish to return and to keep us informed if you change your mind between the time of the exchanges and your shipment.
Any unreported change may result in the non-reimbursement of certain products if they do not appear not in the initial return request.
Post my return
We invite you to contact our Customer Service in order to generate the return label which will be done by the same carrier as the one you selected for your shipment.
We advise you to keep your proof of deposit which will allow you to benefit from your refund even in the event of an incident with your package.
Make my return request
To make a return, please contact our customer service at contact@relianceparis.com providing your order number, the list of products you wish to return and the reason for this return.
You can download and fill out the returns form by clicking here.
We will then email you a returns label to return the items, the cost of the label will be deducted from the refund amount.
When preparing your return, please include any products offered during the initial payment, otherwise you may receive a subsequent invoice for these items.
Exchanging a product (making a return)
Reliance unfortunately does not do exchanges. We invite you to contact Customer Service by writing to us at contact@relianceparis.com in order to make a return if you do not wish to keep your products.
In order to be aware of our return terms, we invite you to go to our response “Make a return” or to consult our return policy available in our General Conditions of Sale.
How can I return a defective product?
If the package has been opened or damaged, you can refuse it upon delivery. The carrier will send it back to us. Contact Customer Service to make a claim or fill out the returns form by clicking here.
If you have accepted the package and find that it is not compliant, you must provide the following to make a claim :
- If the product is damaged or broken: photos of the entire package, the inside of the package and the product in question.
- If the package is incomplete or does not correspond to your order: photos of the entire package, the label and the contents of the package.
Send an email to contact@relianceparis.com including this information and elements. We will then email you a returns label so you can return the items to us. Return costs will be covered by Maison Reliance.
Processing of returns can take between 14 and 21 working days. If this deadline has passed, please contact our Customer Service. Once your request has been analyzed, we will return your order.
Our Customer Service is at your disposal for any help or additional information.
How will I be reimbursed after returning products?
If you have returned products respecting the return conditions, you will be reimbursed by the same payment method (bank card, credit voucher, etc.) after validation by Customer Service.
Can I be reimbursed for a product ordered and used?
La Maison Reliance does not offer a refund policy for opened or used products. If you are not satisfied and the product has been opened or used, unfortunately we cannot issue a refund. Please see "Making a Return" for the criteria required to return a product.
Please refer to our general conditions of sale for more information.
Our Customer Service is at your disposal to advise you on the choice of your products.
My package has not arrived or cannot be found, can I request a refund?
If your package has not arrived or cannot be found, please contact our Customer Service as quickly as possible. We will investigate to determine the cause of the problem and help you find a solution, whether that is a refund or resending your order.
Please note that the time frame for a refund may vary depending on the situation and the payment method used.
Contact us
I have a question, who should I contact
Our team is available to answer your questions. We typically respond within 24 hours, although times may vary depending on the time of year. Our opening hours are Tuesday to Saturday from 11 a.m. to 7 p.m.
For any request made during public holidays, we will receive your messages the next working day. Please note that you have 14 working days from the date of receipt of the order declared by the carrier to make a complaint.
Contact information:
E-mail: contact@relianceparis.com
Telephone: +33(0)2 37 49 10 60
I am a professional, who should I contact?
For any professional request, we invite you to write to us at contact@relianceparis.com. Your request will be forwarded to the appropriate department.
Join the team
All information on the brand, the company and available positions will be accessible soon.
Partnership & press request
For a collaboration or press request, please contact us at contact@relianceparis.com.
