I got it wrong: what to do now

You've received your order, and it's not what you imagined. Too big, too small, not the right shape. It happens often. You can write to us, it's no bother to anyone. We can only help you if you tell us.

Writing to us is no bother

Many people don't dare. They tell themselves they'll come across as someone who doesn't know what they want. Or that they'll get a curt two-line reply.

The shop is run by one person. That person reads the messages and replies to them. There's no case number to get, no wording to find. You write in your own words, even if they're clumsy.

And if the answer is no, because the law says no, at least you'll know why.

First check three things

Before writing, take five minutes. It often turns out that the device isn't the problem.

• The charge. A new device isn't always charged when it comes out of its box. Plug it in for an hour or two, then try again. Some don't switch on at all until they have a bit of battery.
• The button lock. Many devices lock themselves, so that they don't switch on in a bag or a drawer. You unlock them by holding a button down for a few seconds. As long as the lock is on, nothing responds. So people think the device is dead.
• The instructions. They're small and written in several languages. Look for the page in French. It says which button does what.

If the problem is still there, look at what exactly is wrong. Is it the object, which doesn't work? Is it the size, which doesn't suit you? We don't do the same thing in both cases.

What can come back, what can't

Opening the parcel doesn't make you lose anything. You have the right to open the box, take the item out, look at it, hold it. Just like in a shop. Your right remains intact.

What counts is the factory-sealed packaging. Each intimate product arrives in a pouch or under a sealed film. That's the hygiene packaging. As long as it's intact, the item can come back. Once it's opened, it can no longer be taken back, exchanged or refunded.

It's not unwillingness. It's a hygiene rule laid down by law. The right to change your mind no longer applies once this pouch has been opened.

An item that doesn't work is another matter. There, the pouch doesn't come into play. We cover this below.

How to write to us

A single address: contact@letabli.shop. A short message is enough. Include these four things.

• Your order number. It's at the top of the confirmation e-mail.
• A sentence about what's wrong. “Too big for me.” “The button doesn't respond.” That's enough, really.
• A photo, if the problem can be seen. A damaged item, a pouch that's still sealed: the photo saves us from having to ask you again.
• Your full postal address, if a return is possible.

Wait for our reply before sending anything back. We first need to check that the item can come back. A parcel sent too early complicates everything.

Return costs are at your expense. We pay if the item is damaged, or if it doesn't match what was advertised.

Once the parcel has been received and checked, you receive an e-mail. If the return is accepted, the money goes back to where you paid, within 14 days.

We don't promise a reply within the hour. We promise a reply written by someone who has read your whole message.

If the item can't come back

The pouch is open, and the item doesn't suit you. We can't take it back. Here's what's still possible, said without promising you anything.

• If it doesn't work, or not as advertised. The legal guarantee lasts two years, from the day of delivery. It applies whether the pouch has been opened or not. Write to us with the order number and a photo. Depending on the case: repair, replacement or refund, at our expense.
• A lost or broken part. A cable, a charger, a cap. Tell us the exact model. Some parts can be found again, others can't. We'll look, and tell you frankly how things stand.
• The brand's warranty. Some manufacturers offer one, in addition to the law. Not all of them do. Give us the model: we'll tell you what exists for yours, without exaggerating.

And if nothing is possible, we'll tell you just like that, in one sentence. You won't have to chase us several times to get a clear answer.

For next time

Three lines on the product page are worth a look before buying. They're all there.

• The measurements, in centimetres. They're on every product page. A photo doesn't show the real size: an item often looks smaller on screen. Take a ruler, lay out the measurement on the table in front of you, and look at it for real.
• The material. Soft silicone, hard plastic, glass, metal. Silicone bends under your fingers. The others don't. Two items of the same length don't feel the same in the hand depending on their material.
• The battery. A disposable battery, a rechargeable battery, or none at all. A rechargeable battery means a cable you mustn't lose. A disposable battery means having a spare, and checking which one.

There's a fourth thing to look at: the photo. Zoom in. Look at the base, the shape, the buttons. You can often see there what a text can't manage to describe.

One last word. Getting a purchase like this wrong is nothing unusual. Many people don't find the right one first time, and there's no right answer that suits everyone. Write to us, and we'll look at it together.

The full text, with the form to fill in to change your mind (the “withdrawal form”), is on the page Return and Refund Policy.