FAQ | Frequently Asked Questions
FAQ - Frequently Asked Questions Subsonic
Find here all the answers to your questions about Subsonic gaming products: connecting and updating our steering wheels and controllers, assembling gaming chairs and desks, as well as information on your orders and deliveries.
Looking for a manual, a procedure or instructions for use? Find all our product documents directly on the relevant product page, in the instructions tab.
All our tutorial videos are also available on our YouTube channel.
Can't find your answer? Our customer service team remains at your disposal by email or via the chatbot, and we are committed to providing an initial response within 48 hours!
1. SUPERDRIVE STEERING WHEELS
Do you have a PS4, an Xbox One or an Xbox Series X/S? The procedure is the same, follow the steps below.
This procedure applies to all our multi-platform steering wheels (220 RS, 270 GT, 220 RS-X, SV200, SV450, SV650, SV750, SV950, GS550, GS650-X, GS750, GS850-X, GS950-X)...
An official PS4 or Xbox controller is essential to use the steering wheel on these consoles.
1. Leave your console switched off.
2. Connect the steering wheel cable to the console’s USB port.
3. Connect your official controller (switched off) to the USB port on the steering wheel, using the supplied cable.
4. Switch on the console using the power button (not from the controller).
5. Once the console is switched on, press the steering wheel’s “Home” button.
Make sure you are using the cable supplied with the steering wheel or the one supplied with the official controller: it must allow data transfer.
Find the connection video for the 220 RS or the 270 GT on our YouTube channel.
This procedure applies only to the PS5 range (220 RS-5, 270 GT-5); no official controller is required.
Important: before plugging in the steering wheel, go to Settings → Accessories → Controllers → Communication method, and select “Use USB cable”.
1. Plug the pedals cable into the steering wheel.
2. Check that the steering wheel cable is properly connected to the supplied USB adapter.
3. Turn on the console.
4. Plug the USB adapter into a USB-A port on the PS5: the blue LED flashes.
5. When the blue LED stays lit, press “Home” on the steering wheel and select a profile.
The steering wheel is then ready to use.
Find the connection video for the 220 RS-5 or the 270 GT-5 on our YouTube channel.
This procedure applies to our Switch 1 & 2 compatible steering wheels: SV 250, SV 450, GS 550, GS 750, 220 RS, 220 RS-X and 270 GT.
Before plugging in the steering wheel, enable the following setting on your console: Console Settings → Controllers and Sensors → Pro Controller Wired Communication → On.
1. Leave the Switch dock switched off and plug the steering wheel cable into its USB port.
2. Switch on the console.
3. Press the steering wheel's “Home” button.
Find the connection video for the 220 RS or the 270 GT on our YouTube channel.
1. Turn on your PC.
2. Plug the pedal set cable into the wheel port.
3. Connect the wheel’s USB cable to one of the PC’s USB ports. A Windows utility will launch automatically to install the device. At the end of the installation, the LED remains lit: the wheel is ready to use.
X-Input / Direct Input : the wheel uses the X-Input protocol by default, compatible with most recent games. Some older games use the Direct Input protocol. To switch, press and hold the Home/Mode button for 3 seconds: the LED flashes once to confirm the change. You can switch from one mode to the other at any time in the same way.
To use Direct Input mode, install the driver available on the product page before connecting the wheel to the PC.
Pedal set compatibility : our wheels feature an analogue pedal set. Most recent racing games natively recognise this type of pedal set; if a game does not detect it correctly, check in the game options that the controller is recognised as a « game controller » and not as a dedicated wheel.
Warning : the GS650-X, GS850-X and GS950-X wheels are not compatible with PC.
Find the driver or firmware matching your model below, also available in the instructions tab of its product page.
New generation - 220 RS-5 / 270 GT-5 (PS5):
1. Download the update file and unzip it.
2. Connect the steering wheel USB adaptor to a USB port on your PC.
3. Run the file « MP MODE.exe » then click « START ».
4. Wait around 1 minute until the update is complete.
Old generation:
If your steering wheel does not light up or is not recognised, please check the following in order:
1. The cable: you must use the cable supplied with the steering wheel or the official cable for your console. A charging cable only does not transmit data.
2. The power-on order: the console and the official controller (if required) must be switched off before connecting the steering wheel. Turn on the console last, then press « Home » on the steering wheel.
3. The official controller (PS4/Xbox only): make sure it is properly connected to the steering wheel’s USB port and switched off at the time of connection.
4. The console setting (PS5 and Switch): make sure you have enabled the correct setting before connecting (USB communication method on PS5, wired connection for Pro controllers on Switch).
If the problem persists, contact our after-sales service and provide the steering wheel serial number, the exact model of your console and, if possible, its software version.
New generation — 220 RS, 220 RS-5, 220 RS-X, 270 GT, 270 GT-5 :
Sensitivity adjustment: press PROG (the red LED flashes quickly), then press the left or right arrow on the directional pad for medium sensitivity, the top arrow for high sensitivity, or the bottom arrow for low sensitivity.
Calibration: press L1+L2+R1+R2 simultaneously (the LED flashes quickly). Turn the steering wheel fully to the left, then fully to the right (the LED flashes slowly at each stop), then return to the centre (the LED flashes quickly). Press the right pedal fully, then the left. Once the LED is flashing slowly, press OPTIONS/MENU: the LED stays lit, calibration is complete.
Old generation — SV 250, SV 450, SV 650, SV 750, SV 850, SV 950, GS 550, GS 650-X, GS 750, GS 850-X, GS 950-X :
Press “OPTION” and “SHARE” simultaneously for 3 seconds (the LED lights up green), then release. Press “SHARE” to cycle through the 3 sensitivity levels (low: slow flashing: ideal for most racing games; medium: steady flashing: perfect for tracks with lots of corners; high: fast flashing: ideal for tight bends).
You can also adjust the sensitivity directly in the game options (controls/gameplay tab), which will also adjust the steering wheel sensitivity. For games offering advanced settings (Forza, for example), here is a basic configuration to reduce dead zones: steering low limit 10, high limit 100; acceleration low limit 10, high limit 30; deceleration low limit 5, high limit 25.
For most games, the simplest solution is to reconfigure the buttons directly in the gamepad menu in the game (assign acceleration to the RB/R2 button and braking to LB/L2 for the pedals; R1/RB for the right paddle and L1/LB for the left paddle). Once saved, this configuration is retained from one session to the next.
You can also use the built-in programming function on the wheel, which lets you reconfigure a button without going through the game options, but this configuration is not saved and will have to be done again each time you restart the game.
To programme a button (220 RS-5 / 270 GT-5) :
Press PROG (the red LED flashes quickly), then press the button to reprogramme from the 6 available (left paddle, right paddle, left pedal, right pedal, L3, R3) the LED flashes slowly. Finally, press the button you want to assign to it (□, ×, ○, △, L1, R1, L2, R2): the LED stays lit, the button is programmed.
To reset a button : repeat the same procedure and reassign the button to its original function. To reset everything at once, press PROG then hold OPTIONS for 4 seconds: all buttons and sensitivity return to their default setting.
If in the game you have a steering wheel control option, disable it and make sure the gamepad control option is enabled.
Previous generation — SV 250, SV 450, SV 650, SV 750, SV 850, SV 950, GS 550, GS 650-X, GS 750, GS 850-X, GS 950-X :
The method is the same for the pedals and for the paddles/gear lever. For the accelerator/brake function of the pedals: first identify the button used in the game (for example the X button to accelerate). Press PROG on the wheel, then the right pedal (the LED flashes more slowly), then the button to assign. Do the same with the left pedal for braking.
For the paddles/gear lever: press PROG, then the right paddle (the LED flashes more slowly), then the button to assign (for example △ to shift up a gear). Do the same with the left paddle for the reverse function.
If in the game you have a steering wheel control option, disable it and make sure the gamepad control option is enabled.
Use the cable supplied with the wheel, or the official cable supplied with your console (PS4/PS5/Xbox), without exception. It is essential to use a cable that supports data transfer: a simple charging cable is not enough.
If your steering wheel has a gear lever (sequential or H-pattern 6-speed), remember to enable the wheel control option in the game settings rather than staying on controller control, as this is what allows the game to recognise gear changes via the lever.
To map the lever to a specific button, the method is the same as for the paddles: in the game controller settings menu, assign the gear up and gear down functions to the corresponding buttons (recommended solution, saved permanently). You can also use the wheel's PROG function for a temporary setup, which must be redone each time you restart the game; see the question “How do I programme or reset a button” for details depending on your wheel generation.
2. SUBSONIC CONTROLLERS
1. Turn on your console.
2. Connect the controller (switched off) to one of the console's USB ports using the supplied cable.
3. Press the “Home” button: the controller connects and the LED indicator lights up. It is ready to use.
For subsequent connections, simply press “Home” on the controller: it reconnects automatically to the console. You can also wake the console by pressing “Home” after the first pairing.
1. Turn on your console.
2. Connect the controller (switched off) to one of the console's USB ports using the supplied cable.
3. Press the "PS" button: the controller connects and the LED indicator lights up. It is ready to use.
For subsequent connections, simply press "PS" on the controller.
1. Turn on your console.
2. Go to the « Controllers » menu.
3. Go to « Change Grip/Order ».
4. Hold down the controller’s « Home » button for 5 seconds to switch it on: the LEDs flash rapidly, and the controller enters pairing mode.
5. When the controller appears on screen, pairing is complete: the LEDs stop flashing and only the player indicator remains lit.
On Switch 2, some functions are not available with this controller (GameChat, headset output).
On the very first connection of your controller to the Switch 2, to activate the "Wake Up" function (switching the console on from the controller), follow this procedure:
1. Remove the console from its dock.
2. During the controller connection procedure, unplug the right Joy-Con from the console for 3 seconds.
3. Reconnect the right Joy-Con.
The Retro Arcade is compatible with Nintendo Switch and Switch 2. No pairing is required: simply enable a setting on the console before connecting it.
Before inserting the console, turn it on and enable the following setting: Console Settings → Controllers and Sensors → Pro Controller Wired Communication → On.
Cabinet assembly :
1. Insert the left panel.
2. Insert the right panel.
3. Insert the rear panel.
4. Insert the top panel.
Installing the console :
1. Remove the protective shell from your console, then place it in the corresponding holder (Switch holder or Switch 2 holder).
2. Slide the holder into the base of the cabinet.
3. Switch the cabinet on (ON position). It is powered by your console’s official mains adapter.
LED indicator (near the R button) : off = no connection or console off / in sleep mode ; blue = console connected ; flashing red = turbo function active.
The cabinet is not responding ?
• Check that the console’s protective shell has been removed and that the “Pro Controller Wired Communication” setting is enabled.
• Gently press on the console body (not on the plastic shell) to make sure the USB-C connection is properly established.
• If the joystick does not respond, check the position of the LS / DP / RS selector at the top right of the joystick base.
• Check that your console is running the latest system version.
• If the cabinet works in the home menu but not in game, disconnect the other controllers, press the RESET button located under the cabinet, then reconnect the console.
• If the connection still fails, press the RESET button located under the cabinet to reset it.
Installing the Joy-Con :
1. Press the central button on the grip to spread the two sides apart.
2. Insert the Joy-Con (left in blue, right in red) into the grip.
3. Tighten the two sides of the grip to lock the Joy-Con in place.
4. You can play.
Charging :
Connect a USB-C cable to the port located in the centre of the grip, linked to a USB source. Red light: charging in progress; green light: charging complete.
Before you begin, check the serial number on the back of your controller: the update to download depends on this number.
Serial number SA5716_2412, 2502, 2503, 2504 or 2505:
1. Connect the controller to a USB port on your PC.
2. Download the update file.
3. Click the green “Download” button.
4. Unzip the downloaded file (right-click → “Extract all” → “Extract”).
5. Click “UPDATER”.
6. Click “START”.
7. The update starts: wait about 1 minute.
8. Wait for the update completion confirmation.
Serial number SA5716_2506 or higher (2507, 2508...):
1. Connect the controller to a USB port on your PC.
2. Download the update file.
3. Click the green “Download” button.
4. Unzip the downloaded file (right-click → “Extract all” → “Extract”).
5. Click “UPDATER”.
6. Click “START”.
7. The update starts: wait about 1 minute.
8. Wait for the update completion confirmation.
M1 and M2 buttons (programmable buttons on the back of the controller) :
PS4 / PS5 controller : by default, M1 corresponds to O and M2 to X.
1. Hold down M1 (or M2), then press SHARE: the light comes on.
2. Press the button to assign (↑, ↓, ←, →, △, □, X, O, L1, R1, L2, R2, L3 or R3), then press M1 (or M2) again to save.
To deactivate the assignment: hold down M1 (or M2), press SHARE, then press M1 (or M2) again.
Switch / Switch 2 controller : by default, M1 corresponds to ZL and M2 to ZR.
1. Hold down M1 (or M2), then press « + »: the light flashes.
2. Press the button to assign (↑, ↓, ←, →, A, B, X, Y, L, R, ZL, ZR, L3 or R3), then press M1 (or M2) again to save.
To return to the default settings: hold down M1 and M2 at the same time.
Turbo function :
Important : the turbo function is not available in all games; some do not support it.
Compatible buttons: △, □, X, O, L1, R1, L2, R2 on PS4 / PS5; A, B, X, Y, L, R, ZL, ZR on Switch / Switch 2.
• Turbo : press the chosen button then the Turbo button (on Switch, press both at the same time). The button repeats rapidly while you hold it down.
• Automatic : repeat the same operation a second time. The button repeats in a loop after a single press.
• Deactivation : repeat it a third time. The button returns to its original function.
PS4 / PS5 controller: the default lighting mode is a monochrome gradient.
• Solid colours: press R3 + up on the D-pad to switch to solid colour mode, then to change colour.
• Colour gradient: press R3 + down on the D-pad.
• Turn the LEDs off or back on (PS5): press R3 + SHARE.
Switch / Switch 2 controller: the default lighting mode is rainbow.
• Change lighting mode (solid colours, solid colours breathing): press Turbo + left on the D-pad.
• Change colour: press Turbo + right on the D-pad.
• Adjust brightness: hold Turbo for 2 seconds. The brightness cycles through 0%, 25%, 50%, 75% and 100% (75% by default).
Supported functions on PS5: vibration, touchpad and motion sensor.
Unsupported functions: haptic feedback, adaptive triggers and the built-in microphone are not supported by the Subsonic controller. If you want to use them in a game, use the official PS5 controller.
On PC, the controller works only wired and vibration is not supported.
Gaming headset: connect your gaming headset to the controller’s audio jack, then adjust the audio options in the console settings. This jack is compatible with PS5 and PS4 gaming headsets.
On Nintendo Switch 2, the headset output is not available with this controller.
3. FURNITURE AND ACCESSORIES
Here are the instructions to follow to successfully assemble your gaming chair or office chair Subsonic. The detailed assembly plan for each model is available on its product page, in the instructions tab.
Before you start :
• Check the contents of the box using the list of parts shown at the top of the instructions: seat, backrest, base, gas lift, mechanism, castors, armrests, screws and the Allen key provided.
• The screws come in several sizes. Each type is identified by a number or a letter in the instructions: use exactly the one indicated at each step.
During assembly :
• Follow the order of the steps in the instructions: it varies from one model to another.
• When the instructions say "do not tighten", leave the screws loose until the final tightening step.
• The finishing parts (headrest, cushion, screw covers) should be fitted last.
• The gas lift must not be dismantled or repaired: only a trained professional may replace it.
Missing a part or a screw? Contact our after-sales service, stating your chair reference.
Here are the tips to follow to successfully assemble your gaming desk Subsonic. The detailed assembly plan is available on the product page, in the instructions tab.
The main steps, in order:
1. Assemble the crossbar using the 3 supplied bars.
2. Secure the two Z-shaped legs to the crossbar, then screw in the 4 adjustable feet.
3. Add the 2 reinforcement bars.
4. Assemble the tabletop: it is made up of 3 panels that fit together with the dowels, then are secured with the brackets.
5. Place the structure on the tabletop (underside facing up), then secure it with the 6 large screws.
6. Install the supplied accessories: cup holder and headset hook.
To remember: the required Allen key is supplied. Once the desk is in place, adjust the adjustable feet if the desk is not perfectly stable. The desk also accommodates an optional mouse mat.
Missing a part or a screw? Contact our after-sales service, stating your desk reference.
Our wireless headsets offer 3 connection types. 2.4 GHz is recommended for its low latency.
2.4 GHz connection (PS5, PS4, Switch, PC, smartphones and tablets with USB-C port):
1. Plug the wireless adapter (USB-A or USB-C) into your device: the adapter's green LED flashes.
2. Switch the headset on in 2.4 GHz mode: you will hear “2.4 GHz” then “Connected”, and the status LED stays solid green.
On some devices, select “USB Headset” in the audio settings.
Bluetooth connection (Switch, PC, smartphones, tablets):
1. In your device settings, start searching for Bluetooth devices.
2. Switch the headset on in Bluetooth mode: you will hear “Bluetooth” and the status LED flashes blue.
3. Select “Subsonic Vektra 01” or “Subsonic BS 01” from the list.
4. You will hear “Connected”: the LED stays solid blue.
On some devices, enable Bluetooth before pairing.
Auxiliary cable connection (PS5, PS4, Xbox Series X/S, Xbox One, Switch, PC, smartphones and tablets with 3.5 mm jack socket):
1. Plug the auxiliary cable into the headset's USB-C port.
2. Plug the 3.5 mm jack into your device's audio socket. On PS5, PS4 and Xbox, plug it into the controller's audio socket.
In wired mode, the headset volume and controls are disabled: adjust the sound from your device. 7.1 emulation is not available in wired mode.
To change connection mode: on the Vektra, press and hold the MODE button; on the Brawl Stars, press the ON/OFF button twice.
Check the following, in order:
1. The connection type is suitable for your device: 2.4 GHz requires a USB port (USB-C for a smartphone), Bluetooth requires a Bluetooth transmitter (on a PC, for example).
2. The headset is in the correct mode of connection (2.4 GHz, Bluetooth or auxiliary).
3. The microphone switches off automatically when it is raised (Vektra) or removed (Brawl Stars): unfold it or put it back in place to use it.
4. Pairing: to reset it, press the ON/OFF button 3 times quickly (Vektra) or the LED / track button (Brawl Stars), then restart the connection.
5. The battery: while charging, the LED near the USB-C port is red, then it turns off when the headset is charged (around 2 h 30). The headset switches off automatically after 5 minutes of inactivity.
Approximate battery life:
• Vektra: 2.4 GHz about 20 h without RGB LED / 10 h with; Bluetooth about 40 h without / 15 h with.
• Brawl Stars: 2.4 GHz about 38 h without RGB LED / 12 h with; Bluetooth about 80 h without / 15 h with.
7.1 sound: the headset offers stereo mode or 7.1 emulation (double press on MODE for the Vektra, 3 presses on ON/OFF for the Brawl Stars). It is only available in 2.4 GHz and Bluetooth.
Our XXL mouse mat (90 x 40 cm, 3 mm thick) is washable and easy to clean. Its stitched edges and non-slip rubber base are designed to last.
• Quick clean: wipe it with a soft, slightly damp cloth.
• Washing: hand wash it in lukewarm water with a mild soap, then rinse it thoroughly.
• Drying: leave it to air dry flat, away from any heat source.
• To avoid: tumble drying, ironing and abrasive products, which may damage the surface and the rubber base.
Simple actions can help keep your chair in good condition for longer.
Cleaning the upholstery :
• Dust the chair regularly with a soft, dry cloth.
• If stained, use a soft cloth slightly dampened with water and a little mild soap, then wipe with a clean cloth and leave to air dry.
• Avoid abrasive products, alcohol, solvents and bleach, which can damage the upholstery.
• Avoid leaving the chair exposed to direct heat or sunlight for long periods.
Castors and base :
• Regularly remove dust and hair that wrap around the castors so they can turn freely.
• Wipe the base with a slightly damp cloth.
Screws and fixings :
• Check from time to time that the screws on the armrests, backrest and mechanism are tight using the Allen key supplied, especially if the chair creaks or moves.
Gas lift :
• The gas lift must not be dismantled or repaired. Only a trained professional can replace it.
Does a problem persist (sinking gas lift, damaged part, creaking)? Contact our customer service team, quoting your chair reference.
4. ORDERS AND PAYMENTS
For purchases on our website, we accept the following payment methods:
• Bank card: Visa, Mastercard, American Express, Union Pay, Maestro
• PayPal
• Klarna
To ensure secure payment, we work with Stripe, a PCI Level 1 certified payment services provider, the highest level of security in the payments sector. For more information, please see our secure payment page.
Pay in 3 or 4 instalments at no extra cost: we offer Klarna and PayPal solutions. When you check out, select Klarna or PayPal as your payment method and follow the instructions: the total amount of your purchase is split into equal payments, with no additional charges.
With Klarna (pay in 3 instalments) :
1. At checkout, choose the “Pay in 3 instalments at no extra cost” option and enter your bank card details.
2. Once your order has been dispatched, Klarna takes the first instalment from your card and sends you a notification.
3. Your card is then charged automatically every 30 days until the balance is paid in full. A reminder is sent to you before each payment.
You are only charged once your order has been dispatched, with no additional fees or interest.
With PayPal (pay in 3 or 4 instalments) :
1. After confirming your basket, choose PayPal on the payment page.
2. You are redirected to PayPal’s secure website, where the option to pay in 3 or 4 instalments is offered.
3. Choose 3 or 4 instalments and follow the instructions.
No late fees apply for paying in 3 or 4 instalments, and you benefit from PayPal Buyer Protection on eligible purchases.
Once your order has been confirmed and paid for, it is no longer possible to cancel or amend it directly on our website: our automated system processes it immediately and sends it to our logistics team to ensure prompt preparation.
• Change my delivery details: contact the courier using your tracking link.
• Cancel my order: cancellation is no longer possible after confirmation. However, you can return your order after receipt (see the question “How do I return my order?”).
You have 14 days from the date of receipt of your order to withdraw. Return costs in the event of withdrawal are borne by the customer.
To request a return, contact us via our chatbot, indicating:
• Your surname
• Your first name
• Your email address
• Your order number
The product must be returned in its original packaging in good condition with all supplied items. Your order will be refunded within 10 days of receipt of the product at our warehouse.
If you receive a faulty item, contact us via our chatbot by following the instructions. To deal with your request as effectively as possible, please provide us with:
• Your order number
• Your email address
• The reference of the faulty product
• Photos and/or videos of the faulty product (via Dropbox, the link is indicated by the chatbot)
Our customer service team will get back to you to offer you a replacement solution or a refund.
Has your product broken down after several days or months of use? It is covered by our 2-year guarantee: please see the question “What does my product guarantee cover?”.
Our 2-year guarantee covers manufacturing defects and product malfunctions.
If your product is faulty or no longer works properly, we will replace it or refund you, free of charge. To process your request, contact us via our chatbot and provide proof of the issue: your order number, the product reference, and photos or videos of the defect.
Purchased from an authorised retailer? Keep your proof of purchase and contact the retailer directly: they will offer you a solution in line with the applicable warranty terms.
What the guarantee does not cover: damage related to misuse or non-compliant use, including:
• misuse, dropping, impact, intentional damage or damage caused by negligence
• commercial or excessive use
• exposure to moisture, liquids, chemicals or extreme temperatures
• opening, dismantling, modifying or repairing the product by the user
• incorrect connection (direct wall socket, unsuitable wiring), power surge or lightning
Normal wear and tear due to use, as well as scratches, dents and other cosmetic defects that do not affect performance, are also not covered.
For more information, please visit our guarantee page.
Pre-orders allow you to reserve a product before its official release. Here’s how it works:
- Placing a pre-order : Follow the same process as for a standard order.
- Despatch confirmation : Once the product is available, you will receive an email confirming that your order has been despatched.
- Payment : Payment for the pre-order is taken immediately when the reservation is made.
- Delivery : Delivery times start from the product’s availability date, indicated in the product description.
Amend my order
Once your order has been confirmed and paid for, you can no longer amend it directly on our website. If you wish to change your delivery details, please contact the carrier using your tracking link.
Cancel my order
After confirmation, it is no longer possible to cancel your order. Our automated system processes your order immediately and sends it to our logistics team to ensure swift preparation.
Return my order after receipt
You have 14 days from the date you receive your order to withdraw from the contract. Withdrawal costs are borne by the customer.
To request a return, contact us via our chatbot by providing the following information:
- - Surname
- - First name
- - Email address
- - Order number
The product must be returned in its original packaging. You will receive the refund for your order within 10 days of the product being received at our warehouse.
Delivery charges: these vary depending on the total weight and the destination country of the order. The amount is shown in your order summary before confirmation.
Delivery times:
• Mainland France: your order is dispatched within 24 working hours (excluding weekends and public holidays) after payment has been received and delivered within 2 working days.
• Europe: delivery takes between 2 and 7 working days (excluding weekends and public holidays), depending on the destination country.
Once your payment has been received, we prepare your order, then it is handed over to a carrier (Colissimo, DPD Predict, etc.) who delivers it to your address. You will receive an email with a tracking link so you can check the status of your delivery online.
Delivery countries: we deliver to Germany, Austria, Belgium, Bulgaria, Cyprus, Croatia, Denmark, Spain, Estonia, Finland, France, Greece, Hungary, Iceland, Italy, Latvia, Lithuania, Luxembourg, Malta, the Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Sweden, Switzerland and the Czech Republic. Please check the list of available countries when confirming your order.
For more information, please see our delivery page.
Track my parcel: all orders are tracked. Once your order has been dispatched, you will receive an email containing a tracking link. Use this link to track the status of your parcel in real time on our partner carrier’s website (Colissimo or DPD Predict).
I have not received my parcel:
My parcel is marked as delivered but I have not received it:
1. Check the tracking link to make sure the parcel is indeed marked as delivered.
2. Check around you: ask your neighbours and look in your letterbox.
3. If you still cannot find it, send a message to our chatbot with your order number. We will open an investigation with the carrier to locate your parcel.
My parcel has been stolen: contact us via our chatbot, providing a sworn statement, a police report and your order number.
In the event of a delivery issue, we also recommend trying to contact the carrier directly to try to get more information.
I was absent during delivery: contact the carrier directly to let them know. They may be able to arrange a new delivery date or leave your parcel at a collection point. Use the tracking link to find out where your parcel is.