No, you do not need to create a customer account to place an order in our store. As soon as you place your first order on the Gonsac store, your customer account will be created automatically.

Your customer account gives you a better shopping experience:

• saving your first name, last name, and delivery address
• securely storing your payment information
• viewing the history of all your orders.

As soon as payment for your order has been confirmed, you will receive a confirmation email containing your order summary. If you cannot find it in your inbox, remember to check your spam folder.

You can also view your order details from your Customer account.

We invite you to contact us as soon as possible.

Depending on the progress of order preparation, we will do our best to accommodate your request. However, once the order has been sent for preparation or shipped, certain changes may no longer be possible.

If you notice an error in your address, contact us as soon as possible.

If the order has not yet been processed for shipment, we will try to make the change. However, once the package has been shipped, we cannot guarantee that an address change will still be possible.

Contact us as soon as possible if you wish to request the cancellation of your order.

If it is already being prepared or has been shipped, it may no longer be possible to cancel it. You may then exercise your right to withdraw after receiving your parcel.

In the exceptional event that an item ultimately cannot be shipped, we will contact you to inform you and offer you the appropriate solution, including a refund for the product concerned.

We accept the following payment methods:

• Visa, MasterCard, and American Express credit cards
• Shop Pay

Gonsac does not have access to the complete banking information used to process your payment.

Even if you choose to save your payment details for future purchases, your banking information is processed entirely by Shopify’s financial partners (the host of our online store), and our teams cannot access it.

In accordance with banking information security legislation, your data is protected against any unauthorized access or use. We use only secure connection certificates, identifiable by the “https” prefix in the URL and the padlock displayed in the browser’s address bar.

Your order is also checked as part of the anti-fraud verification process before the transaction is approved.

Payment is made when you confirm your order, according to the terms of your chosen payment method.

When your payment has been declined, you will automatically receive an email from us informing you. This means your bank has rejected the payment, and your order will not be processed. 

To continue your purchase and confirm your order, you must use another bank card that authorizes your payment.

If you have been given a discount code, you can enter it in the designated field when placing your order. Any terms of use specified with the offer must be met for the discount to apply.

We deliver throughout France and to several international destinations offered at checkout. Destination availability and any applicable fees are indicated at checkout.

Free shipping is available for orders delivered to France. For other countries, shipping costs are automatically calculated once you enter your destination country before completing your order.

The applicable delivery times are indicated in our delivery policy and vary depending on the destination. They include the various steps required to ship your order.

For orders delivered within the European Union, you will not have to pay any additional customs fees upon receipt of your order.

For deliveries outside the European Union, customs duties, import taxes, or customs clearance fees may be applied by the authorities in the destination country. Any such fees, which vary according to local regulations, remain the responsibility of the recipient.

These taxes depend on the regulations applied by the governments of each country, so we recommend contacting your local customs office for further information.

Once your order has shipped, we will send you a confirmation email with your tracking number.

Your tracking number allows you to track your parcel’s journey to your delivery address.

Click Track my parcel in the Customer Service menu at the bottom of the site to check the status of your delivery.

Sometimes a package continues in transit without a new tracking update appearing immediately.

If this situation continues for an unusually long time, contact us so that we can review your order.

In this situation, we invite you to check with those around you (building manager, neighbors, etc.) to find out whether someone else received your parcel on your behalf.

This frequently happens when you are away and the delivery driver or postal carrier comes to deliver your parcel.

We also suggest checking your mailbox to see whether your postal carrier left a delivery notice for you to collect your parcel from your local post office.

Yes, you have the legally applicable period in which to exercise your right of withdrawal. For the purchases concerned, this period is 14 days from receipt of your order.

Go to the Customer Service menu at the bottom of the website and select Return an item. Our Customer Service team will respond within 24 hours, Monday to Friday.

Please do not return a product on your own to an address shown on the package you received: the return address provided to you may be different.

When our logistics network allows us to provide a prepaid return label, it is supplied to you free of charge.

In countries where this service is unavailable, returns are still possible, but you are responsible for the return shipping costs.

Your product must be returned in a condition suitable for resale, together with its accessories and original packaging.

You may, of course, handle and examine the product as you would in a store.

Any reduction in its value resulting from handling beyond what is necessary to verify its nature, characteristics, and proper functioning may be taken into account.

See our return and refund policy for full details.

If you would like a different style or color, please contact our Customer Service.

Depending on the situation and the availability of the product you want, we will suggest the most suitable solution.

We sincerely apologize for this unusual inconvenience, which is entirely beyond our control.

If you believe you have received a defective item, please contact customer service with the following information:

• Your order number
• A brief description of the problem
• One or more photos clearly showing the problem

We will offer you an exchange or refund, according to your preference.

Your refund will be issued once we have received and processed your returned item, and will be automatically credited back to the payment method you used to place your order.

Please allow 3 to 5 business days after we receive your returned item for the refund amount to appear in your bank account.

Le Cercle Gonsac is our loyalty program, designed to reward your loyalty with every order.

Your purchases accumulate over time, allowing you to reach different tiers. Each time you reach a new tier, you unlock Loyalty Credit to use on a future order.

Every purchase made on Gonsac contributes to your progress in the Circle.

As the total value of your purchases accumulates, you move closer to the next tier. When you reach a new tier, you receive the corresponding Loyalty Credit.

Your progress then continues toward the next tier.

Yes, all orders placed before the creation of the Gonsac Circle count toward your progress.

You just need to make sure that you place your new orders using the same email address you used for your first purchase on Gonsac.

The Gonsac Circle consists of seven tiers:

Bronze — from €100 in cumulative purchases: €5 in Loyalty Credit
Silver — from €200 in cumulative purchases: €10 in Loyalty Credit
Gold — from €350 in cumulative purchases: €20 in Loyalty Credit
Prestige — from €500 in cumulative purchases: €35 in Loyalty Credit
Ambassador — from €1,000 in cumulative purchases: €75 in Loyalty Credit
Icon — from €1,500 in cumulative purchases: €125 in Loyalty Credit
Legacy — from €2,500 in cumulative purchases: €200 in Loyalty Credit

With your first order on Gonsac, you’ll receive an email informing you of your progress within the Gonsac Circle.

If you were already a customer when the Gonsac Circle was created, we sent you an email notifying you of your status within the Gonsac Circle.

Whenever your progress changes, you’ll automatically receive an email informing you of the new benefit you’ve just unlocked.

No. If the same order allows you to reach several tiers, you will receive the Loyalty Credit corresponding to the new tier reached. Loyalty Credits from intermediate tiers cannot be combined.

No, your progress in the Gonsac Circle is based on the cumulative amount of your purchases.

When you reach a tier and use your Loyalty Credit, your progress does not reset to zero; it continues naturally toward the next tier.

Your Loyalty Credit can be used on the order of your choice, just like a discount code.

Your Loyalty Credit is valid for life, so you are free to use it whenever you wish, without having to worry about an expiration date.

No, Gonsac Circle Loyalty Credits cannot be combined with other promotional offers or discounts.

In the event of a return, the amount of the refunded items is not included in your progress within the Gonsac Circle.

If your order is only partially refunded, the amount of the items you keep therefore continues to count toward your progress.

You can contact us via the Customer Service menu at the bottom of the website by selecting the Contact us section.

Our customer service team is available to answer any questions about a product, order, delivery, or return.

To help us process a request concerning an order, please remember to include your order number.

Contact us.

We would rather answer your question directly than leave you placing an order with any doubts. Our team will do its best to provide a clear response tailored to your situation.