{"id":8697,"date":"2022-07-08T03:29:16","date_gmt":"2022-07-08T03:29:16","guid":{"rendered":"http:\/\/localhost\/dev\/motta\/?page_id=8697"},"modified":"2024-10-30T22:37:28","modified_gmt":"2024-10-30T21:37:28","slug":"faq","status":"publish","type":"page","link":"https:\/\/ouenze.com\/fr\/faq\/","title":{"rendered":"FAQ"},"content":{"rendered":"<div data-elementor-type=\"wp-page\" data-elementor-id=\"8697\" class=\"elementor elementor-8697\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-ffa500a elementor-section-full_width elementor-section-stretched elementor-section-height-default elementor-section-height-default motta-responsive-column motta-tablet-column--default motta-responsive-column motta-mobile-column--default\" data-id=\"ffa500a\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;stretch_section&quot;:&quot;section-stretched&quot;,&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-6c274ae\" data-id=\"6c274ae\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-75ebc67 elementor-widget elementor-widget-motta-heading\" data-id=\"75ebc67\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"motta-heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"motta-heading-elementor motta-heading__button-on\">\n\t\t\t\t<h2 class=\"motta-heading motta-heading--default\">\n\t\t\t\t\tVous avez des questions ?<br>\nNous avons des r\u00e9ponses !\t\t\t\t<\/h2>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0e1fe2a elementor-widget elementor-widget-text-editor\" data-id=\"0e1fe2a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Tout ce que vous devez savoir sur le produit et la facturation.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-6af27c5f elementor-section-boxed elementor-section-height-default elementor-section-height-default motta-responsive-column motta-tablet-column--default motta-responsive-column motta-mobile-column--default\" data-id=\"6af27c5f\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-top-column elementor-element elementor-element-20ef45f7 elementor-hidden-mobile\" data-id=\"20ef45f7\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-156d7f6b elementor-widget elementor-widget-motta-navigation-bar\" data-id=\"156d7f6b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"motta-navigation-bar.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"motta-navigation-bar\"><div class=\"motta-navigation-bar__title motta-navigation-bar__title-item--bab6dd6\"><a href=\"#section-orders-purchases\">Commandes et achats<\/a> <\/div><div class=\"motta-navigation-bar__title motta-navigation-bar__title-item--50cb777\"><a href=\"#section-account\">Compte<\/a> <\/div><div class=\"motta-navigation-bar__title motta-navigation-bar__title-item--9b60c0e\"><a href=\"#section-returns-refunds\">Retours et remboursements<\/a> <\/div><div class=\"motta-navigation-bar__title motta-navigation-bar__title-item--b94f7ee\"><a href=\"#section-shipping-tracking\">Exp\u00e9dition et suivi<\/a> <\/div><div class=\"motta-navigation-bar__title motta-navigation-bar__title-item--337e3c2\"><a href=\"#section-fees-billing\">Frais et facturation<\/a> <\/div><div class=\"motta-navigation-bar__title motta-navigation-bar__title-item--0a750b0\"><a href=\"#section-other\">Autres<\/a> <\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-top-column elementor-element elementor-element-b58f016\" data-id=\"b58f016\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-662ddefe elementor-widget elementor-widget-motta-heading\" data-id=\"662ddefe\" data-element_type=\"widget\" data-e-type=\"widget\" id=\"section-orders-purchases\" data-widget_type=\"motta-heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"motta-heading-elementor motta-heading__button-on\">\n\t\t\t\t<h2 class=\"motta-heading motta-heading--default\">\n\t\t\t\t\tCommandes et achats\t\t\t\t<\/h2>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-65f27b4d elementor-widget elementor-widget-motta-accordion\" data-id=\"65f27b4d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"motta-accordion.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"motta-accordion\" role=\"tablist\">\n\t\t\t\t\t\t\t<div class=\"motta-accordion__item\">\n\t\t\t\t\t<div id=\"motta-tab-title-1711\" class=\"motta-accordion__title\" data-tab=\"1\" role=\"tab\" aria-controls=\"motta-tab-content-1711\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"motta-accordion__icon motta-accordion__icon--default\" aria-hidden=\"true\"><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"motta-accordion__title-text\" href=\"#motta-tab-content-1711\">O\u00f9 en est ma commande ?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div id=\"motta-tab-content-1711\" class=\"motta-accordion__content clearfix\" data-tab=\"1\" role=\"tabpanel\" aria-labelledby=\"motta-tab-title-1711\"><p>You can track your order by logging into your OUENZE.COM account and navigating to \u201cMy Orders.\u201d Each order will have a tracking link for real-time updates. You\u2019ll also receive tracking information via email or SMS as soon as your order ships.<\/p><p>\u00a0<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"motta-accordion__item\">\n\t\t\t\t\t<div id=\"motta-tab-title-1712\" class=\"motta-accordion__title\" data-tab=\"2\" role=\"tab\" aria-controls=\"motta-tab-content-1712\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"motta-accordion__icon motta-accordion__icon--default\" aria-hidden=\"true\"><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"motta-accordion__title-text\" href=\"#motta-tab-content-1712\">Comment annuler ou modifier une commande ?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div id=\"motta-tab-content-1712\" class=\"motta-accordion__content clearfix\" data-tab=\"2\" role=\"tabpanel\" aria-labelledby=\"motta-tab-title-1712\"><p>Pour annuler ou modifier une commande, veuillez contacter notre service client\u00e8le d\u00e8s que possible apr\u00e8s avoir pass\u00e9 votre commande :<\/p><ul><li><strong>Courriel :<\/strong> <a rel=\"noopener\">support@ouenze.com<\/a><\/li><li><strong>T\u00e9l\u00e9phone :<\/strong> +243 900 000 243<\/li><li><strong>WhatsApp :<\/strong> +243 900 000 243<\/li><\/ul><p>Veuillez noter qu'une fois qu'une commande a \u00e9t\u00e9 trait\u00e9e ou exp\u00e9di\u00e9e, il se peut que nous ne soyons pas en mesure de la modifier ou de l'annuler.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"motta-accordion__item\">\n\t\t\t\t\t<div id=\"motta-tab-title-1713\" class=\"motta-accordion__title\" data-tab=\"3\" role=\"tab\" aria-controls=\"motta-tab-content-1713\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"motta-accordion__icon motta-accordion__icon--default\" aria-hidden=\"true\"><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"motta-accordion__title-text\" href=\"#motta-tab-content-1713\">Pourquoi ma commande a-t-elle \u00e9t\u00e9 annul\u00e9e ?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div id=\"motta-tab-content-1713\" class=\"motta-accordion__content clearfix\" data-tab=\"3\" role=\"tabpanel\" aria-labelledby=\"motta-tab-title-1713\"><p>Les commandes peuvent \u00eatre annul\u00e9es pour diverses raisons, notamment des probl\u00e8mes de paiement, des ruptures de stock ou des informations incorrectes fournies lors de la commande. Vous recevrez un courriel expliquant la raison de l'annulation. Pour toute autre question, veuillez contacter notre service client\u00e8le.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"motta-accordion__item\">\n\t\t\t\t\t<div id=\"motta-tab-title-1714\" class=\"motta-accordion__title\" data-tab=\"4\" role=\"tab\" aria-controls=\"motta-tab-content-1714\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"motta-accordion__icon motta-accordion__icon--default\" aria-hidden=\"true\"><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"motta-accordion__title-text\" href=\"#motta-tab-content-1714\">Je n'ai pas re\u00e7u la totalit\u00e9 de ma commande ?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div id=\"motta-tab-content-1714\" class=\"motta-accordion__content clearfix\" data-tab=\"4\" role=\"tabpanel\" aria-labelledby=\"motta-tab-title-1714\"><div style=\"font-weight: 500;\"><p>If part of your order is missing, please check your order confirmation in \u201cMy Orders\u201d as some items may ship separately. If you confirm items are missing, contact Customer Support within 7 days:<\/p><ul><li><strong>Courriel :<\/strong> <a rel=\"noopener\">support@ouenze.com<\/a><\/li><li><strong>T\u00e9l\u00e9phone :<\/strong> +243 900 000 243<\/li><\/ul><\/div><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"motta-accordion__item\">\n\t\t\t\t\t<div id=\"motta-tab-title-1715\" class=\"motta-accordion__title\" data-tab=\"5\" role=\"tab\" aria-controls=\"motta-tab-content-1715\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"motta-accordion__icon motta-accordion__icon--default\" aria-hidden=\"true\"><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"motta-accordion__title-text\" href=\"#motta-tab-content-1715\">Que faire en cas de probl\u00e8me avec ma commande ?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div id=\"motta-tab-content-1715\" class=\"motta-accordion__content clearfix\" data-tab=\"5\" role=\"tabpanel\" aria-labelledby=\"motta-tab-title-1715\"><p>Si vous rencontrez des probl\u00e8mes, tels que des articles endommag\u00e9s, des produits incorrects ou des pi\u00e8ces manquantes, veuillez contacter notre \u00e9quipe du service client\u00e8le dans les 7 jours suivant la r\u00e9ception de votre commande. Nous travaillerons avec vous pour r\u00e9soudre le probl\u00e8me rapidement.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"motta-accordion__item\">\n\t\t\t\t\t<div id=\"motta-tab-title-1716\" class=\"motta-accordion__title\" data-tab=\"6\" role=\"tab\" aria-controls=\"motta-tab-content-1716\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"motta-accordion__icon motta-accordion__icon--default\" aria-hidden=\"true\"><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"motta-accordion__title-text\" href=\"#motta-tab-content-1716\">Comment obtenir une \u00e9tiquette de retour ?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div id=\"motta-tab-content-1716\" class=\"motta-accordion__content clearfix\" data-tab=\"6\" role=\"tabpanel\" aria-labelledby=\"motta-tab-title-1716\"><p>To request a return label, log in to your account and go to \u201cMy Orders\u201d to start a return request. Alternatively, contact our Customer Support team, and we\u2019ll assist you in generating a return label based on our return policy.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-53f77651 elementor-widget elementor-widget-motta-heading\" data-id=\"53f77651\" data-element_type=\"widget\" data-e-type=\"widget\" id=\"section-account\" data-widget_type=\"motta-heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"motta-heading-elementor motta-heading__button-on\">\n\t\t\t\t<h2 class=\"motta-heading motta-heading--default\">\n\t\t\t\t\tCompte\t\t\t\t<\/h2>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-476e1cb0 elementor-widget elementor-widget-motta-accordion\" data-id=\"476e1cb0\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"motta-accordion.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"motta-accordion\" role=\"tablist\">\n\t\t\t\t\t\t\t<div class=\"motta-accordion__item\">\n\t\t\t\t\t<div id=\"motta-tab-title-1191\" class=\"motta-accordion__title\" data-tab=\"1\" role=\"tab\" aria-controls=\"motta-tab-content-1191\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"motta-accordion__icon motta-accordion__icon--default\" aria-hidden=\"true\"><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"motta-accordion__title-text\" href=\"#motta-tab-content-1191\">Comment r\u00e9initialiser mon mot de passe ?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div id=\"motta-tab-content-1191\" class=\"motta-accordion__content clearfix\" data-tab=\"1\" role=\"tabpanel\" aria-labelledby=\"motta-tab-title-1191\"><p>To reset your password, go to the login page and click \u201cForgot Password.\u201d Follow the instructions sent to your email to reset it securely.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"motta-accordion__item\">\n\t\t\t\t\t<div id=\"motta-tab-title-1192\" class=\"motta-accordion__title\" data-tab=\"2\" role=\"tab\" aria-controls=\"motta-tab-content-1192\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"motta-accordion__icon motta-accordion__icon--default\" aria-hidden=\"true\"><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"motta-accordion__title-text\" href=\"#motta-tab-content-1192\">Comment modifier mon mot de passe ?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div id=\"motta-tab-content-1192\" class=\"motta-accordion__content clearfix\" data-tab=\"2\" role=\"tabpanel\" aria-labelledby=\"motta-tab-title-1192\"><p>Log in to your account, navigate to \u201cAccount Settings,\u201d and select \u201cChange Password.\u201d Enter your current password, then create a new one.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"motta-accordion__item\">\n\t\t\t\t\t<div id=\"motta-tab-title-1193\" class=\"motta-accordion__title\" data-tab=\"3\" role=\"tab\" aria-controls=\"motta-tab-content-1193\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"motta-accordion__icon motta-accordion__icon--default\" aria-hidden=\"true\"><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"motta-accordion__title-text\" href=\"#motta-tab-content-1193\">Comment puis-je r\u00e9silier mon compte ?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div id=\"motta-tab-content-1193\" class=\"motta-accordion__content clearfix\" data-tab=\"3\" role=\"tabpanel\" aria-labelledby=\"motta-tab-title-1193\"><p>Si vous souhaitez annuler votre compte, veuillez contacter notre service client\u00e8le. Nous sommes l\u00e0 pour vous aider \u00e0 r\u00e9soudre vos probl\u00e8mes.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-63b7f375 elementor-widget elementor-widget-motta-heading\" data-id=\"63b7f375\" data-element_type=\"widget\" data-e-type=\"widget\" id=\"section-returns-refunds\" data-widget_type=\"motta-heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"motta-heading-elementor motta-heading__button-on\">\n\t\t\t\t<h2 class=\"motta-heading motta-heading--default\">\n\t\t\t\t\tRetours et remboursements\t\t\t\t<\/h2>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7f263db4 elementor-widget elementor-widget-motta-accordion\" data-id=\"7f263db4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"motta-accordion.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"motta-accordion\" role=\"tablist\">\n\t\t\t\t\t\t\t<div class=\"motta-accordion__item\">\n\t\t\t\t\t<div id=\"motta-tab-title-2131\" class=\"motta-accordion__title\" data-tab=\"1\" role=\"tab\" aria-controls=\"motta-tab-content-2131\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"motta-accordion__icon motta-accordion__icon--default\" aria-hidden=\"true\"><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"motta-accordion__title-text\" href=\"#motta-tab-content-2131\">O\u00f9 est mon remboursement ?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div id=\"motta-tab-content-2131\" class=\"motta-accordion__content clearfix\" data-tab=\"1\" role=\"tabpanel\" aria-labelledby=\"motta-tab-title-2131\">Apr\u00e8s avoir envoy\u00e9 votre retour, veuillez pr\u00e9voir un d\u00e9lai de traitement d'au moins 2 \u00e0 3 semaines avant de v\u00e9rifier l'\u00e9tat de votre remboursement.  <\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"motta-accordion__item\">\n\t\t\t\t\t<div id=\"motta-tab-title-2132\" class=\"motta-accordion__title\" data-tab=\"2\" role=\"tab\" aria-controls=\"motta-tab-content-2132\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"motta-accordion__icon motta-accordion__icon--default\" aria-hidden=\"true\"><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"motta-accordion__title-text\" href=\"#motta-tab-content-2132\">Comment renvoyer ma commande ?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div id=\"motta-tab-content-2132\" class=\"motta-accordion__content clearfix\" data-tab=\"2\" role=\"tabpanel\" aria-labelledby=\"motta-tab-title-2132\">Pour certains retours, comme les articles lourds ou encombrants, des m\u00e9thodes de retour ou des soci\u00e9t\u00e9s de livraison sp\u00e9cialis\u00e9es peuvent \u00eatre utiles. Dans ce cas, apr\u00e8s avoir lanc\u00e9 votre retour sur la page \"Historique de la commande\", vous obtiendrez des instructions suppl\u00e9mentaires. Si vous ne recevez pas automatiquement une \u00e9tiquette de retour, notre \u00e9quipe ou l'\u00e9quipe d'assistance du vendeur vous contacte.<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"motta-accordion__item\">\n\t\t\t\t\t<div id=\"motta-tab-title-2133\" class=\"motta-accordion__title\" data-tab=\"3\" role=\"tab\" aria-controls=\"motta-tab-content-2133\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"motta-accordion__icon motta-accordion__icon--default\" aria-hidden=\"true\"><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"motta-accordion__title-text\" href=\"#motta-tab-content-2133\">Quelle est la politique de retour ?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div id=\"motta-tab-content-2133\" class=\"motta-accordion__content clearfix\" data-tab=\"3\" role=\"tabpanel\" aria-labelledby=\"motta-tab-title-2133\">Les politiques de retour sont les r\u00e8gles que les commer\u00e7ants \u00e9tablissent pour g\u00e9rer le processus par lequel les clients retournent ou \u00e9changent des marchandises non d\u00e9sir\u00e9es ou d\u00e9fectueuses qu'ils ont achet\u00e9es pr\u00e9c\u00e9demment. Les politiques de retour sont une extension du service \u00e0 la client\u00e8le fourni par les d\u00e9taillants ; elles ont donc tendance \u00e0 \u00eatre assez lib\u00e9rales.<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d4a6464 elementor-widget elementor-widget-motta-heading\" data-id=\"d4a6464\" data-element_type=\"widget\" data-e-type=\"widget\" id=\"section-shipping-tracking\" data-widget_type=\"motta-heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"motta-heading-elementor motta-heading__button-on\">\n\t\t\t\t<h2 class=\"motta-heading motta-heading--default\">\n\t\t\t\t\tExp\u00e9dition et suivi\t\t\t\t<\/h2>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4192a3b elementor-widget elementor-widget-motta-accordion\" data-id=\"4192a3b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"motta-accordion.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"motta-accordion\" role=\"tablist\">\n\t\t\t\t\t\t\t<div class=\"motta-accordion__item\">\n\t\t\t\t\t<div id=\"motta-tab-title-6871\" class=\"motta-accordion__title\" data-tab=\"1\" role=\"tab\" aria-controls=\"motta-tab-content-6871\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"motta-accordion__icon motta-accordion__icon--default\" aria-hidden=\"true\"><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"motta-accordion__title-text\" href=\"#motta-tab-content-6871\">Comment puis-je savoir si je b\u00e9n\u00e9ficie de la livraison gratuite ?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div id=\"motta-tab-content-6871\" class=\"motta-accordion__content clearfix\" data-tab=\"1\" role=\"tabpanel\" aria-labelledby=\"motta-tab-title-6871\"><p>Si votre commande b\u00e9n\u00e9ficie de la gratuit\u00e9 des frais de port, celle-ci s'appliquera automatiquement au moment de la validation de votre commande. Vous trouverez \u00e9galement des informations sur les frais de port dans votre panier.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"motta-accordion__item\">\n\t\t\t\t\t<div id=\"motta-tab-title-6872\" class=\"motta-accordion__title\" data-tab=\"2\" role=\"tab\" aria-controls=\"motta-tab-content-6872\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"motta-accordion__icon motta-accordion__icon--default\" aria-hidden=\"true\"><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"motta-accordion__title-text\" href=\"#motta-tab-content-6872\">Comment puis-je modifier mon adresse de livraison ?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div id=\"motta-tab-content-6872\" class=\"motta-accordion__content clearfix\" data-tab=\"2\" role=\"tabpanel\" aria-labelledby=\"motta-tab-title-6872\">At this time, we can\u2019t change your delivery address once the order has been processed. If your order hasn\u2019t been processed yet, you can file a cancellation request. Then, you can place a new order with the correct address.<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"motta-accordion__item\">\n\t\t\t\t\t<div id=\"motta-tab-title-6873\" class=\"motta-accordion__title\" data-tab=\"3\" role=\"tab\" aria-controls=\"motta-tab-content-6873\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"motta-accordion__icon motta-accordion__icon--default\" aria-hidden=\"true\"><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"motta-accordion__title-text\" href=\"#motta-tab-content-6873\">Ma commande n'est pas encore arriv\u00e9e. O\u00f9 se trouve-t-elle ?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div id=\"motta-tab-content-6873\" class=\"motta-accordion__content clearfix\" data-tab=\"3\" role=\"tabpanel\" aria-labelledby=\"motta-tab-title-6873\"><p>Log into your account and navigate to \u201cMy Orders\u201d to track your package in real time. Contact Customer Service if you have further questions.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"motta-accordion__item\">\n\t\t\t\t\t<div id=\"motta-tab-title-6874\" class=\"motta-accordion__title\" data-tab=\"4\" role=\"tab\" aria-controls=\"motta-tab-content-6874\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"motta-accordion__icon motta-accordion__icon--default\" aria-hidden=\"true\"><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"motta-accordion__title-text\" href=\"#motta-tab-content-6874\">Livrez-vous dans mon code postal ?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div id=\"motta-tab-content-6874\" class=\"motta-accordion__content clearfix\" data-tab=\"4\" role=\"tabpanel\" aria-labelledby=\"motta-tab-title-6874\"><p>Saisissez votre code postal lors de la commande pour v\u00e9rifier la disponibilit\u00e9 de la livraison dans votre r\u00e9gion.<\/p><div id=\"blockColorblindContent\">\u00a0<\/div><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4fdf00a9 elementor-widget elementor-widget-motta-heading\" data-id=\"4fdf00a9\" data-element_type=\"widget\" data-e-type=\"widget\" id=\"section-fees-billing\" data-widget_type=\"motta-heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"motta-heading-elementor motta-heading__button-on\">\n\t\t\t\t<h2 class=\"motta-heading motta-heading--default\">\n\t\t\t\t\tFrais et facturation\t\t\t\t<\/h2>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-431bb9c7 elementor-widget elementor-widget-motta-accordion\" data-id=\"431bb9c7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"motta-accordion.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"motta-accordion\" role=\"tablist\">\n\t\t\t\t\t\t\t<div class=\"motta-accordion__item\">\n\t\t\t\t\t<div id=\"motta-tab-title-1121\" class=\"motta-accordion__title\" data-tab=\"1\" role=\"tab\" aria-controls=\"motta-tab-content-1121\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"motta-accordion__icon motta-accordion__icon--default\" aria-hidden=\"true\"><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"motta-accordion__title-text\" href=\"#motta-tab-content-1121\">Comment et quand suis-je pay\u00e9 ?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div id=\"motta-tab-content-1121\" class=\"motta-accordion__content clearfix\" data-tab=\"1\" role=\"tabpanel\" aria-labelledby=\"motta-tab-title-1121\"><p>Si vous \u00eates un vendeur, vous recevrez des paiements selon le calendrier et la m\u00e9thode convenus lors de la cr\u00e9ation de votre compte vendeur. Pour plus de d\u00e9tails, contactez le service d'assistance aux vendeurs.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"motta-accordion__item\">\n\t\t\t\t\t<div id=\"motta-tab-title-1122\" class=\"motta-accordion__title\" data-tab=\"2\" role=\"tab\" aria-controls=\"motta-tab-content-1122\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"motta-accordion__icon motta-accordion__icon--default\" aria-hidden=\"true\"><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"motta-accordion__title-text\" href=\"#motta-tab-content-1122\">Quelles sont mes possibilit\u00e9s de paiement ?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div id=\"motta-tab-content-1122\" class=\"motta-accordion__content clearfix\" data-tab=\"2\" role=\"tabpanel\" aria-labelledby=\"motta-tab-title-1122\">Options de paiement :\n<li>En esp\u00e8ces.<\/li>\n<li>Ch\u00e8ques.<\/li>\n<li>Cartes de d\u00e9bit.<\/li>\n<li>Cartes de cr\u00e9dit.<\/li>\n<li>Paiements mobiles.<\/li>\n<li>Virements bancaires \u00e9lectroniques.<\/li><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-105949e4 elementor-widget elementor-widget-motta-heading\" data-id=\"105949e4\" data-element_type=\"widget\" data-e-type=\"widget\" id=\"section-other\" data-widget_type=\"motta-heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"motta-heading-elementor motta-heading__button-on\">\n\t\t\t\t<h2 class=\"motta-heading motta-heading--default\">\n\t\t\t\t\tAutres\t\t\t\t<\/h2>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-92f307d elementor-widget elementor-widget-motta-accordion\" data-id=\"92f307d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"motta-accordion.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"motta-accordion\" role=\"tablist\">\n\t\t\t\t\t\t\t<div class=\"motta-accordion__item\">\n\t\t\t\t\t<div id=\"motta-tab-title-1541\" class=\"motta-accordion__title\" data-tab=\"1\" role=\"tab\" aria-controls=\"motta-tab-content-1541\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"motta-accordion__icon motta-accordion__icon--default\" aria-hidden=\"true\"><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"motta-accordion__title-text\" href=\"#motta-tab-content-1541\">Pourquoi ai-je re\u00e7u une notification ?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div id=\"motta-tab-content-1541\" class=\"motta-accordion__content clearfix\" data-tab=\"1\" role=\"tabpanel\" aria-labelledby=\"motta-tab-title-1541\"><p>Notifications are sent to keep you updated on order status, promotions, and account activity. You can manage your notification preferences in \u201cAccount Settings.\u201d<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"motta-accordion__item\">\n\t\t\t\t\t<div id=\"motta-tab-title-1542\" class=\"motta-accordion__title\" data-tab=\"2\" role=\"tab\" aria-controls=\"motta-tab-content-1542\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"motta-accordion__icon motta-accordion__icon--default\" aria-hidden=\"true\"><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"motta-accordion__title-text\" href=\"#motta-tab-content-1542\">O\u00f9 puis-je obtenir plus d'informations ?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div id=\"motta-tab-content-1542\" class=\"motta-accordion__content clearfix\" data-tab=\"2\" role=\"tabpanel\" aria-labelledby=\"motta-tab-title-1542\"><p>\u00a0<\/p><p>Si vous avez besoin d'informations suppl\u00e9mentaires, n'h\u00e9sitez pas \u00e0 consulter notre FAQ ou \u00e0 contacter le service client\u00e8le.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"motta-accordion__item\">\n\t\t\t\t\t<div id=\"motta-tab-title-1543\" class=\"motta-accordion__title\" data-tab=\"3\" role=\"tab\" aria-controls=\"motta-tab-content-1543\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"motta-accordion__icon motta-accordion__icon--default\" aria-hidden=\"true\"><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"motta-accordion__title-text\" href=\"#motta-tab-content-1543\">O\u00f9 puis-je trouver l'emplacement et les heures d'ouverture des magasins ?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div id=\"motta-tab-content-1543\" class=\"motta-accordion__content clearfix\" data-tab=\"3\" role=\"tabpanel\" aria-labelledby=\"motta-tab-title-1543\"><p>\u00a0<\/p><p>Pour conna\u00eetre l'emplacement et les heures d'ouverture des magasins, visitez notre site <a href=\"https:\/\/ouenze.com\/fr\/store-location\/\" rel=\"noopener\">Localisateur de magasins<\/a> page.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"motta-accordion__item\">\n\t\t\t\t\t<div id=\"motta-tab-title-1544\" class=\"motta-accordion__title\" data-tab=\"4\" role=\"tab\" aria-controls=\"motta-tab-content-1544\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"motta-accordion__icon motta-accordion__icon--default\" aria-hidden=\"true\"><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"motta-accordion__title-text\" href=\"#motta-tab-content-1544\">Qu'est-ce que l'\u00e9valuation du vendeur ?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div id=\"motta-tab-content-1544\" class=\"motta-accordion__content clearfix\" data-tab=\"4\" role=\"tabpanel\" aria-labelledby=\"motta-tab-title-1544\"><p>L'\u00e9valuation des commentaires des vendeurs est une mesure de la satisfaction des clients bas\u00e9e sur les avis et les \u00e9valuations donn\u00e9s par les clients. Elle aide les clients \u00e0 prendre des d\u00e9cisions \u00e9clair\u00e9es lors de leurs achats.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-top-column elementor-element elementor-element-76f9ac1d\" data-id=\"76f9ac1d\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-72ec7887 elementor-section-full_width elementor-section-height-default elementor-section-height-default motta-responsive-column motta-tablet-column--default motta-responsive-column motta-mobile-column--default\" data-id=\"72ec7887\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-6f92b0ca\" data-id=\"6f92b0ca\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-8854cd6 elementor-widget elementor-widget-motta-heading\" data-id=\"8854cd6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"motta-heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"motta-heading-elementor motta-heading__button-on\">\n\t\t\t\t<h6 class=\"motta-heading motta-heading--default\">\n\t\t\t\t\tComment pouvons-nous vous aider ?\t\t\t\t<\/h6>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1d3cb863 elementor-widget elementor-widget-motta-heading\" data-id=\"1d3cb863\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"motta-heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"motta-heading-elementor motta-heading__button-on\">\n\t\t\t\t<h2 class=\"motta-heading motta-heading--default\">\n\t\t\t\t\tNotre \u00e9quipe de super-h\u00e9ros est compos\u00e9e de <br class=\"hidden-xs\">\nen attente de <br class=\"hidden-lg hiddem-sm\"> Help &\nSupport!\t\t\t\t<\/h2>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f9a7f87 elementor-widget elementor-widget-motta-button\" data-id=\"f9a7f87\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"motta-button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<a class=\"motta-button motta-button-primary  motta-button--base  motta-button--large\" href=\"https:\/\/ouenze.com\/fr\/centre-dassistance\/\">\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"motta-button__text\">Centre d'aide<\/span>\n\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"<p>Have questions? We have answers! Everything you need to know about the product and billing. Orders &#038; Purchases Account Returns &#038; Refunds Shipping &#038; Tracking Fees &#038; billing Other Orders &#038; Purchases Where is my order? You can track your order by logging into your OUENZE.COM account and navigating to \u201cMy Orders.\u201d Each order will [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-8697","page","type-page","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.7 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>FAQ - Ouenz\u00e9 Marketplace<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/ouenze.com\/fr\/faq\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"FAQ - Ouenz\u00e9 Marketplace\" \/>\n<meta property=\"og:description\" content=\"Have questions? We have answers! Everything you need to know about the product and billing. Orders &amp; Purchases Account Returns &amp; Refunds Shipping &amp; Tracking Fees &amp; billing Other Orders &amp; Purchases Where is my order? 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