FAQ

Your question concerns :

My customer account
My orders
Delivery and order trackinf
Returns and refunds
Our stores
Payment
Contact Customer Service

My customer account

How do I create an account?

If you wish to create an account, you can register on the gago.fr website by clicking on the pictogram at the top right of the home page.

Just click on the "create an account" button, fill in the requested information and click on the create an account button again.

If you try to register and get an error message saying that your credentials have already been used, you have already created a customer account with the email address you used.

If you don't remember the password associated with that email address, click on the "Forgot Password" link. You will be redirected to a page where you will be asked to enter your email address and you will receive a password reset link.

How do I retrieve my password?

In order to retrieve your password, click on the pictogram on the top right of the home page and then the link "Forgot your password". You will be redirected to a page in which you will have to fill in your email address, you will receive a link to reset your password.

I would like to receive the newsletter, how can I do it?

If you want to be informed of the latest news, there are two possibilities on our site.

You can check the box "I subscribe myself to the newsletter" when you create your account or directly from the home page of our site by indicating your email address in the footer at the bottom of the page.

How can I unsubscribe from the newsletter?

You can unsubscribe from the Gago newsletter by clicking on the "unsubscribe here" link at the bottom of each of our newsletters.

I would like to change my personal information, how do I do that?

In order to modify your personal information, go to the pictogram at the top right of the home page, log in to your account, modify your information and validate.

Can I delete my customer account?

A customer account with invoices cannot be deleted for legal reasons.

My orders

Can I get a gift wrap?

Of course, you just have to check the "gift wrap" box in your cart.

You also have the possibility, if you wish, to add a personal message that we will write on a card placed in the package.

Is it possible to cancel or modify an order in progress?

Any order in the process of being delivered cannot be cancelled or modified.

How do I know if my order has been processed?

When your order has been placed, you will receive a confirmation email. However we advise you to check if it has not arrived in your spam mail. Thereafter, to obtain more information on your order, you can go to your customer account on our website and observe the status of your order. You can also contact our team via the "contact" form at the bottom of the page

Has my order been prepared?

Once your order has been delivered to the carrier, you will receive an email with the tracking number.

Delivery and order tracking

Where can I track my delivery?

My order tracking shows that it has been delivered, but I have not received anything. How can I do this?

If this happens, please contact our customer service quickly so that we can dispute the delivery of your package.

What should I do if my package arrived damaged?

If this happens, please contact our customer service quickly.

What are the delivery times and costs? In which countries can I have my order delivered ?

Delivery by colissimo: subject to postal delivery times
For France :
- Colissimo home with signature: 9.95€ - 2 to 5 days
- Colissimo relais colis: 5.95€ - 2 to 5 days.

For Europe:
- Colissimo home with signature: 12€ - 3 to 8 days

There is an error on my delivery address, how can I rectify it ?

In order to rectify your delivery address, it is important to contact our customer service as soon as possible. If it is not too late, we will be able to make the address change. However, once your order has been handed over to the carrier, we can no longer modify the information related to your order.

What should I do if my package is back at the sender's address?

In this case, we ask you to wait until the order is returned to our store. Once the parcel is received by our team, we will contact you in order to send back your order or to refund you.

Which delivery method is proposed ?

For all orders, the delivery method proposed by our site is colissimo via the post office. Once your order is validated, your package will be given to the carrier within 24 to 72 hours. We also offer a Click & Collect service in our store at 24 rue Fabrot Aix-en-Provence.

Returns and refunds

How to make a return?

Sealed products that have been unsealed are not eligible for a refund. Items must retain all labels, their original packaging and be in perfect condition. You have 14 days from the date of receipt of your order to return your order. Indicate your return by email : contact@gago.fr

Return your order by colissimo with insurance to the address of our store 20-24 rue Fabrot in Aix-en-Provence.

The shipping costs remain at your charge. Once your return is ready, you just have to deposit your parcel in the post office of your choice. Remember to have the proof of deposit stamped by the post office clerk and keep it carefully.

You can also, if you wish, go directly to one of our Gago stores to drop off your return.

How long does it take to get my money back?

Once your return is received and the refund is processed, you will receive an email from our team. Depending on the bank, this can take up to 72 hours (business days). So don't be surprised if the funds don't appear in your bank account immediately.

Will I be reimbursed for the initial shipping costs?

In case of withdrawal before sending the order, the shipping costs will be refunded. However, when you return an item from a received order, the initial shipping costs remain at your charge.

The size of the items does not fit, what to do?

If the size of the items does not fit, you can contact our customer service. If the product is available in a new size, you can exchange it. Otherwise, you will have to return the product(s) for a refund.

I would like to exchange an item, is it possible?

You have a maximum of 7 days to make an exchange. This exchange may consist of a size exchange, subject to product availability. We ask you to contact our customer service so that it indicates the procedure to you to follow. In this case, the shipping costs will be at our charge, so we will provide you with a return slip.

How long do I have to make a return?

You have 14 days from the date of receipt of your order to return your order.

Our stores

Is it possible to exchange my order purchased on the Gago.fr website in the store?

Of course! You can exchange your order directly in the store. All you need to do is go to the store with the product you wish to return and proof of order (email or letter inside the package).

I would like to make a click & collect for my order, how to proceed ?

You can buy a product on our site and at the time of purchase choose the type of delivery "withdrawal store". Once your order is ready in the store, you will receive an email to inform you. All you have to do is to come and pick up your order in our store at 24 rue Fabrot! We will ask you to bring a proof of order and your ID.

The package I received seems to be defective, what should I do ?

Your product seems to be defective? We invite you to contact our after-sales service by email (contact@gago.fr) or via the contact form at the bottom of the page. In your message, please indicate the order number concerned and include one or more photos of the defective product.

What are the store hours?

Our stores are open Monday through Saturday from 10am to 7pm.

Where are the Gago stores located?

Our stores are located at 20 and 24 rue Fabrot in Aix-en-Provence.

Payment

My payment has been refused, what should I do?

Check that you have not received any confirmation email from our payment service. You can try to place an order again. If this happens again, we advise you to contact your bank.

When will I be charged for my order?

You will be debited for the amount of your order after the validation of your order by our team.

I would like to obtain an invoice for an order, what should I do?

In order to obtain an invoice, we invite you to contact our customer service via the "contact" form at the bottom of the page. Our team will send it to you.

What should I do if I can't validate my order ?

If you are unable to validate your order, we advise you to contact our customer service via the "contact" form at the bottom of the page. We will check if the malfunction is of internal origin. You can also contact your bank which will certainly be able to inform you.

Can a credit received in a store be used on the site?

Unfortunately, this option is not available on our website. Credit notes received in store can only be used in store.

What payment method is offered?

Gago.co.uk offers you to pay for your purchases by credit card (VISA or EuroCard or MasterCard) via the Lyra payment platform with 3D secure.

Is Gago.fr secure?

For payment by credit card, the gago.fr site guarantees perfect payment security thanks to the Lyra payment platform. For more information, visit the Lyra website.

"Our payment solution is highly secure and complies with all French and international standards. Our company Lyra (which manages PayZen and Lyra Collect platforms) secures over 10 billion payments per year worldwide. Our payment platform uses the TLS protocol (encryption of all card-related information) and is subject to numerous approvals (PCI DSS certification, CB Cartes Bancaires approval, Visa merchant agent, etc.). Your bank details are encrypted as soon as they are entered. At no time, your bank details appear in clear text or are visible to the merchant. Your payment data is kept for a period of 15 months following the date of debit, for the purpose of managing any disputes regarding card payments. For payments by credit card, you will be asked to enter your visual cryptogram. It is transmitted in the authorization request made to your bank without being kept. This information is not retained for recurring payments. Lyra will ensure that the security, integrity and confidentiality of payment data is maintained against unauthorized access, use, misuse, disclosure or alteration by using state-of-the-art secure payment systems that comply with applicable regulations. This includes Lyra's compliance with the regulations on the protection of your personal data RGPD."

Contact Customer Service

How do I contact customer service?

You can contact our team from Monday to Friday from 9am to 5pm.

By email : contact@gago.fr

Via the contact form at the bottom of the page

What should I do if I can't validate my order?

If you cannot validate your order, we advise you to contact our customer service via the "contact" form at the bottom of the page. We will check if the malfunction is of internal origin. You can also contact your bank which will certainly be able to inform you.