Frequently Asked Questions (FAQs)

At SIMM & ALIAS, we are committed to helping you discover a large number of diverse and varied items. We rely on the quality of our products to guarantee you the best shopping experience! SIMM & ALIAS is also:

• A 100% secure online order by credit card, PayPal or Apple Pay.
• An order follow-up where you can be informed of the delivery of your package.
• Tracked delivery throughout France.
• Easy returns and refunds if the items are not to your liking.
• Available and attentive customer service to guarantee you the best shopping experience.

Our online store is open 24/7. You therefore have the freedom to place an order on our site whenever you wish. The ordering process is broken down into several steps:

1- Basket: check the contents of your order. At this stage you can modify the quantities.
2- Customer information: enter your personal information and delivery address.
3- Delivery: choose the delivery method you want according to the choices offered to you.
4- Payment: you are offered several payment methods, the choice is yours. You can check the content of your order on the summary (optional item(s) and service(s), delivery method and costs).
5- Order confirmation: to be sure that your order has been registered, you must reach this stage. You can now print your order confirmation. You will also receive an e-mail confirmation with your order reference and tracking number.

A complete order, available in stock and validated by credit card before 1 p.m., is processed during the day . For a complete order validated by credit card after 1 p.m., the average processing time is 24 hours .
Orders are prepared from Monday to Saturday, when all the products thereof are available. In case of unavailability of an article, your order will be prepared upon receipt of the latter. Our items are shipped from multiple shipping centers. As a result, it is possible that you will receive your order in several packages . If this case arises, you will receive by email a tracking number per package.

In order to be informed about the follow-up of your orders, you can go to our tracking platform. You will then be asked for an order number (#1234). This can be found in the order confirmation email sent to you following your order.

You can also access the tracking of your package using the tracking number. It is important to note that for reasons of computer delays, the tracking information will only be visible a few days after receipt of your tracking number .

If you wish to cancel or modify your order, please contact customer service. You have an average of 48 hours to cancel or modify your order. If it has been shipped, we will no longer be able to cancel or modify it. This is why we recommend that you contact us as soon as possible in the event of a problem.

If you have a valid promo code, enter it in the "Promo code" box during the checkout process, and click "Apply".

If when you enter your tracking number, no information is available, it is likely that you will have to wait a few more days for the information to update. This information depends on our carrier and can sometimes take several days to appear on our site. If the problem persists, please contact customer service.

We invite you first to check that you have not received this email in the spam box.
If you still can't find it, it's probably an error in your email address when placing the order.
In this case, please contact our customer service so that we can help you.

Due to the success and exclusivity of some of our items, please note that delivery times may be slightly longer than indicated below.

We exclusively offer delivery to mainland France.

Our average delivery times, including the processing of your order, the manufacture of the product and the delivery of the package, are between 4 and 10 working days . Please note that these times are an estimated average. Our delivery times may vary from product to product. The vast majority of our items are designed by hand, some creations may require an additional production time of 3 to 5 days depending on our suppliers.

You can benefit from a secure delivery which amounts to 4.90 €, this one guarantees you a reinforced follow-up as well as a full refund of your order without the need for return in the event of a dispute.

In normal times, our delivery costs amount to 4.99 € in France.

Our offices are located in Lyon, France. Our various suppliers are located in France, Spain and Portugal.

In order to limit high storage and labor costs, we work directly with our producers and therefore have no intermediary. This allows us to offer you more products at an advantageous price while limiting our production of waste.

Upon receipt of your order, it is important to check that your package has not been damaged during transport and that the product is in perfect condition (and, if necessary, to note its detailed damage on the delivery note of the carrier). This verification must be done at the time of delivery and in the presence of the driver. We recommend that you keep the packaging , these can be useful in the event of a return of the product, and are essential if you wish to benefit from your right of withdrawal.

First check the tracking of your package via the link to your tracking interface that was sent to you by e-mail after your order. If this is indicated during delivery, we invite you to wait until the expected delivery date. If your package is pending with the carrier, we invite you to pick it up at the address indicated on the delivery notice. We also ask you to check on your order tracking that the delivery address indicated on your order is correct.

Before contacting us, check on your order confirmation if the product ordered is different from the one you received. If the item received is indeed different from the one you ordered, please contact customer service by e-mail.

Your order may be shipped in multiple packages. Check your order confirmation email to be sure you don't have multiple tracking numbers from our carrier. If all packages have arrived and you still don't have all of your products, contact customer service via email.

We do our best to ensure the intact and compliant delivery of your order. If however you receive a faulty product, contact us and we guarantee to find a winning solution for you.

Since our products are woven by hand, each of our pieces is unique . It is therefore quite possible that the shapes of the weaving or the dimensions are slightly altered. The photos of the products and the dimensions given remain relatively reliable .

Depending on the lighting in the photo and your monitor, the color of the product may be slightly different from that shown in the product image.

Because of the transport and the delivery, it is frequent that the article is subjected to folds having an impact on its shape at the exit of the parcel. That's why we recommend that you suspend it. Once extended, the product will eventually return to its original appearance quickly.

Absolutely. If this case arises, contact us. You have 15 days from receipt of the goods to claim a full refund and 30 days to return the product to us as it is . The return costs are your responsibility. Contact us first and consult our Return Policy.

You have the right to withdraw, within 14 (fourteen) days of receipt of your order. See our general conditions of sale for the detailed conditions of application of the right of withdrawal. To withdraw from your purchase, please contact us by e-mail. You can view our return policy. The product must be returned complete, including any accessories, and in a condition allowing the product to be put back on sale. An overpack of the product is recommended for the return. Any degradation observed will result in a discount on the value of the product.

Return costs are your responsibility , only the shipping costs paid on the order are refundable.

We accept all credit cards as well as payment via PayPal , with or without a PayPal account. We also accept payment via Apple Pay .

For reasons of simplicity, we do not accept bank cheques, SEPA transfers or payments on receipt.

First check that the expiration date of your card has not passed . In a second step, check that you have correctly filled in your name AND your first name in the appropriate field. If your bank transaction is refused, it may be an authorized limit overrun. To be sure, we invite you to contact your bank to check the amount of this ceiling.

We only charge your card when your order is complete . Once the order has been placed and payment has been authorized, you will be debited within 24 hours of the confirmation email you will have received.

Our site is hosted by Shopify Inc. and we have a 256-bit SSL security certificate . All information relating to pages, content, credit cards and transactions are thus protected by the same level of security used by banks . For more information. on this subject, consult our legal notices.

By buying from Brumiseur Terrasse, you benefit from the Satisfied or Refunded guarantee. If your item does not suit you, you have 14 days to let us know and get a refund . If your item is defective, we will find a winning solution for you (refund, free exchange, unique promotion code). If your item is not received within the deadlines established beforehand (see Delivery Times), we also guarantee a winning solution. For more information on this subject, contact us and consult our Return Policy. No one wants to regret a purchase, especially when it's made online. We attach importance to feedback from our customers and do our best to ensure that your purchases go smoothly.

The After-Sales Service can be reached from Monday to Sunday from 9 a.m. to 12 p.m. and from 2 p.m. to 6 p.m., by e-mail. You will get an answer by email within 24 hours.

Please contact our After Sales Service, we will find a solution to help you.