We answer your questions

The advantages of creating an account

Creating an account at www.relianceparis.com allows you to be quickly identified by Maison Reliance when shopping online.

You benefit from the following advantages:

• View your order history
• Track the delivery of your orders
• Exchanging or returning products
• Update your contact details
• Create a list of favorite products
• Create 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". Fill in the mandatory information marked with an asterisk. Finally, click on "Validate".

You will receive a confirmation e-mail at the e-mail address you provided when you created your account.

Our Customer Service is at your disposal if you need help or more information.

Login to your account

To log in to your Reliance space, click on the corresponding icon in the top right-hand corner of the screen or on "Login". Simply enter your e-mail address and password, then confirm.

If you are unable to access your account, check that it has been previously activated, for example via an account creation confirmation e-mail or an e-mail sent after your first purchase.

Our Customer Service is at your disposal if you need help or more information.

I can't access my account

If you are unable to access your account, check that it has been previously activated, for example via an account creation confirmation e-mail or an e-mail sent after your first purchase.

Our Customer Service is at your disposal if you need help or more information.

Change your password

You can change your Reliance account password at any time. First solution: Log in to your account, go to "Personal information" and click on "Change my password".

Second solution: Click on "Login" or on the corresponding icon, then on "Forgot your password? You will then receive an e-mail allowing you to reset your password.

If you need any further information or assistance, please do not hesitate to contact our customer service department.

Password forgotten

Go to "Login" or the corresponding icon, then "Forgot your password?" under the "Login" button. You will then receive an e-mail allowing you to reset your password.

Modify the e-mail address linked to my account

If you wish to change the e-mail address of your customer account, please contact Customer Service by e-mail, who will take care of the change. Please remember to include both your old and new e-mail addresses, to ensure prompt processing.

My invoices

Your invoices are available and can be downloaded from your customer area under "My orders". What's more, when you place your order, we provide you with your invoice as a clickable link in the order confirmation e-mail.

My delivery addresses

You can save your delivery addresses to avoid having to enter them when validating your order. To do this, go to your customer area and then to "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 enter.

Deactivate your customer account

Please contact us to deactivate your account. Please note that this account is linked to your e-mail address. If you subsequently activate a new account with the same e-mail address, this will reactivate your first account.

Subscribe to our newsletter

To keep abreast of brand news, innovations, advice and new concepts, we invite you to subscribe to our newsletter. To do so, go to the bottom of the relianceparis.com website and enter your e-mail address in the "Newsletter" box.

You can also subscribe when you create your account by ticking the appropriate box.

Unsubscribe from newsletter

You no longer wish to receive our newsletters? Go to the bottom of the newsletter and click on the unsubscribe link.

My favorites

When you're interested in a product and want to add it as a "favorite", you can click on the little heart on the product sheet. You can find your favorite products in your customer area in the "My favorites" tab.

You can then easily find a product that has caught your attention.

Placing an order

Today, it's only possible to order on our website from France and some of its overseas territories (Guadeloupe, La Réunion, Mayotte, Martinique, Saint-Barthélemy, Saint-Martin). We are currently expanding our shipping zones to offer you a wider range of choices.

Once your order has been confirmed, you will receive a confirmation e-mail containing your order number, a summary of your basket and your invoice. Details of your order are available at any time in your customer area.

Track my order

Order tracking is available from the e-mail confirming shipment of 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 24h and 48h (working days) after the order. If you do not hear from us within this time, please contact our customer service department.

Report a problem

If you encounter any problems, please do not hesitate to contact our customer service department. You can also fill in the contact form below.

Cancel my order

Once your order has been confirmed, it cannot be changed. We can cancel it so that you can place it again only if the order is awaiting preparation. Please do not hesitate to contact our customer service department.

However, once the order has been dispatched, we are no longer able to intervene and you will have to return the parcel on receipt.

I have not received a confirmation email

We suggest you check the spam folder in your mailbox. You can also check whether your order has been processed in your customer area, in the "My orders" tab.

Finally, our customer service team is always on hand to confirm receipt of your order.

About customs fees for French overseas departments and territories

For all shipments to French overseas departments and territories, our customers residing in these departments must pay dock dues and any customs fees that may apply depending on the amount of the order.

However, our customer service is available if you feel that the billing is excessive and unjustified.

Payment methods

Payment for purchases on the Reliance website can be made by credit card (Visa, Mastercard, American Express or PayPal). You can only use one method of payment per order. However, if you have a voucher for less than the amount in your shopping cart, you can redeem it and pay the remaining amount by card. For further information, please refer to our terms and conditions.

My payment has been refused

We recommend that you contact your bank to ensure that your payment method is working properly. If the problem persists, please contact our customer service department.

Secure payment

All transactions carried out on the relianceparis.com website are highly secure thanks to an SSL encryption system that protects personal and payment data. We do not store any of your bank details.

What's more, we reinforce payment security with the 3D Secure system for Visa, Mastercard and American Express cards. An additional verification step of the cardholder's identity is carried out at the time of payment to validate the transaction.

Each bank has its own authentication system. If you have any questions about your 3D Secure code, please contact your bank directly. Our customer service team is also at your disposal for any further help or information.

For further information, please consult our terms and conditions or contact our customer service department.

How is my parcel delivered?

The delivery of your parcel takes place in several stages:

• Preparing your order: Once you have placed your order on the Reliance website, we carefully prepare your parcel for shipment.
• Shipping: As soon as your package is ready, we ship it using the carrier of your choice. You will then receive an email or message with the tracking number of your package.
• Tracking: You can track the progress of your parcel using the tracking number we have provided. You can also track your parcel on the Reliance website in your customer area under the "My orders" tab.
• Delivery: The carrier will deliver your package to the delivery address you provided when you placed your order.

We strive to make the delivery of your parcel as simple and seamless as possible. Please do not hesitate to contact us if you have any questions or problems with the delivery of your parcel.

Delivery methods

You can have your order delivered by Colissimo or Chronopost.

Standard delivery (Colissimo): Delivery takes 3 to 5 working days from dispatch. Delivery can be made with or without a signature. Delivery is free for all orders over €80. Otherwise, delivery is charged at €5.5 for delivery without signature and €6.5 for delivery with signature.

Deliveries are made from Monday to Friday, with no Saturday delivery. The delivery time applies as soon as your order has been dispatched.

Delivery can be made to your home address or to the address indicated when you ordered online on our website relianceparis.com. In the event of unavailability of certain items, delivery times may be modified.

For further information, please consult our terms and conditions of sale or contact our Customer Service department by e-mail at contact@relianceparis.com or on +33 (0)2 37 49 10 60.

Delivery times

It takes between 24 and 48 working hours to prepare and dispatch your order. Delivery time then depends on the carrier chosen, and averages 48 to 72 working hours for standard delivery. Orders placed after opening hours and at weekends will be prepared and dispatched on the next working day and cannot be considered late.

Delivery times 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 a delay.

Claim deadlines

The time limit for complaints varies according to the nature of the complaint. It is important to contact us as soon as possible after receipt of your parcel to enable us to process your claim quickly.

We encourage you to consult our returns policy for more information on how long it takes to make a claim.

I have not received my parcel

If the tracking indicates that your parcel 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 parcel is actually delivered. It is also possible that the parcel has ended up with a neighbor, the post office or the janitor.

If your situation is unusual, please do not hesitate to contact our customer service department. If the parcel in question contains products in limited quantities and therefore ineligible for a customer claim resolution with return at the brand's expense, customer service will propose a commercial offer equivalent to the amount initially spent on the parcel.

Package returned to sender

If your parcel has been returned to our warehouse, please check the address you have given and inform us of any missing information. A return will be possible upon receipt of your parcel.

If you need any further help or information, please do not hesitate to contact our customer service department.

Delivery error with my package

La Poste is responsible for your parcel from the moment it is picked up. If the delivery driver deems home delivery impossible or the address inaccessible, he can drop off the parcel at a collection point, usually the nearest post office.

A second delivery can be made to your address if you are unable to collect the parcel left at the post office (after checking that your address is accessible to the delivery person).

I made a mistake in the delivery address

If your parcel 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 parcel 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 parcel will be sent to the first address indicated, but may eventually return to us, at which point we will contact you.

Customs fees

Customs charges depend on the country of delivery and the value of your order. If charges apply, they will be charged to you. If your delivery address is in metropolitan France, there will be no customs charges.

How to change your pick-up point

If your parcel has not yet been sent, please contact us during our opening hours with the necessary information (Name, First name, Order number, original collection point, new collection point) and we will do our best to make the necessary changes.

If the parcel is already on its way, we advise you to contact the carrier to try and change the collection point.

When will I receive my tracking number?

As soon as your parcel has been dispatched, you will receive an e-mail or message with the tracking number. 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.

Making a return

Upon receipt of your order, you have 14 working days to send back any item you wish to return at your expense to the following address: ZA des Chênes, 28480 Saint Denis D'Authou (Saintigny).

You can download and fill in 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 an exchange to be accepted, products must be in perfect condition, in their original packaging, unused and able to be returned to stock. Any gifts obtained must also be returned if you are returning 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 will not be reimbursed. If the return costs have been paid by our company, we will deduct these costs from the refund. However, if the return costs have been paid by the customer, the refund will remain unchanged.

Returns may take between 14 and 21 working days to be processed. After this time, please contact our customer service department.

For more information on returns, exchanges and refunds, please consult our terms and conditions.

Partial return

In the case of a partial return, please indicate which products you wish to return and keep us informed if you change your mind between the time of the exchanges and your shipment.

Unreported changes may result in certain products not being refunded if they do not appear in the initial return request.

Post my return

We invite you to contact our Customer Service to generate the return label, which will be sent by the same carrier you have selected for your shipment.

We advise you to keep your proof of deposit, which will enable you to benefit from your refund even in the event of an incident with your parcel.

Make my return request

To make a return, please contact our customer service department at contact@relianceparis.com, providing your order number, the list of products you wish to return and the reason for the return.

You can download and fill in the return form by clicking here.

We will then send you a return label by e-mail 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 with your initial payment, otherwise you may receive a subsequent invoice for these items.

Exchange a product (make a return)

Unfortunately, Reliance does not offer exchanges. If you do not wish to keep your products, please contact Customer Service at contact@relianceparis.com to arrange a return.

To find out more about our return policy, please visit our "Make a return" page or consult our returns policy in our General Terms and Conditions of Sale.

How can I return a defective product?

If the package has been opened or damaged, you may refuse it on delivery. The carrier will return it to us. Contact Customer Service to make a claim or fill in the returns form by clicking here.

If you have accepted the parcel and find that it does not conform, 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 parcel is incomplete or does not correspond to your order: photos of the entire parcel, the label and the contents of the parcel.

Send an e-mail to contact@relianceparis.com with this information. We will then email you a return label so that you can send the items back to us. Maison Reliance will cover the return shipping costs.

Returns may take between 14 and 21 working days to process. If this period is exceeded, please contact our Customer Service. Once your request has been analyzed, we will proceed with the return of your order.

Our Customer Service is at your disposal for any help or further information.

How will I be reimbursed after returning products?

If you have returned products in compliance with the return conditions, you will be reimbursed by the same method of payment (credit card, voucher, etc.) after validation by Customer Service.

Can I be reimbursed for a product I 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, we unfortunately cannot issue a refund. Please see "Making a return" for return requirements.

Please refer to our terms and conditions for further information.

Our Customer Service is at your disposal to advise you on your choice of products.

My parcel 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 department as soon as possible. We will carry out an investigation to determine the cause of the problem and help you find a solution, either a refund or the return of your order.

Please note that the time required for a refund may vary depending on the situation and the payment method used.

I have a question, who do I contact?

Our team is available to answer your questions. We usually respond within 24 hours, although this can vary depending on the time of year. Our opening hours are Tuesday to Saturday, 11am to 7pm.

For all requests made on public holidays, we will acknowledge your messages on 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 claim.

Contact information:
E-mail: contact@relianceparis.com
Telephone: +33(0)2 37 49 10 60

I'm a professional, who do I contact?

For professional inquiries, please contact us at contact@relianceparis.com. Your request will be forwarded to the appropriate department.

Join our team

Information on the brand, the company and the positions available will be available shortly.

Press & partnership request

For collaboration or press inquiries, please contact us at contact@relianceparis.com.