Customer Service

Preparation and shipping of your order

Once your order has been registered in our system, it does not become final until your payment has been confirmed by our POS platform.

Our team generates a PDF of your invoice and a COLISSIMO slip which are both sent by email to our distribution center located in Val-de-Marne. The preparation team of the help center receives applications and then takes care of your order. Workers are responsible for the preparation and a compliance check is then performed by an instructor from the center prior to shipping.

The mail company ( La Poste ) collects the packages every Tuesday, Thursday and Friday in the afternoon and inserts your order in the system, which is then routed to its destination.

When the center informs us that your order has been undertaken by the mail company, we will send you a confirmation message with a corresponding tracking number that you can use to check the progress on the Internet.

Preparation time and shipping

Your orders are generally published the next day for working days and sent that same day to the order picking center.

Depending on the team workload the order is prepared the next day of the day after before being undertaken over by the mail company (La Poste).

Delivery times may vary depending on the final destination.

Your order is delivered between 48 and 96 hours after passing it.

Proposed sending options

We offer services through COLISSIMO from “La Poste”; either the “ACCESS F” version (passed without signature) or the “EXPERT” version (passed with signature). Smaller orders may be sent by “MINIMAX” letter or priority letter “J + 1”.

If you want us to use another service for your order, you are requested to contact us beforehand.

Unwanted, non-defective items

If you change your mind about the product you have purchased, you may return it within 15 days after purchase. Please, do so after informing us through the contact form.

You must ensure that the following conditions are met:
– The product has not been used, is in the same condition as when you received it,
– It is returned in its original packaging.
– It must be packed in a precautionary manner.
– You will join the parcel return document we will send, allowing us to easily identify your order.

We advise you to ship the product by parcel with tracking, Gobilab cannot be held liable for non-delivery of your package by the postal service used. The costs incurred by the return (supplementary packaging, postage) will be your responsibility.

You will be refunded within 8 working days from the receipt of your package at our office, via your original method of payment.

Defective items

Our products are guaranteed for 12 months under normal use.
If the product received is defective, it must be returned to us for full inspection to ensure that the defect is covered by warranty. We ask you to please do the following:
1. All products have been used must be cleaned before being returned to us. We cannot accept dirty products.
2. Please get in touch with us via our form. You will have to wait for our response before proceeding to the third step.
3. Please print the returns form and drag it INSIDE the box.
4. Please place the product inside a pocket or bag.
5. Please write down the following information about OUTSIDE the box:

  • Gobilab
  • Your name
  • Your order number

We advise you to ship the product by parcel with tracking, responsibility Gobilab cannot be held liable for non-delivery of your package by the postal service used.
The costs incurred by the return (supplementary packaging, postage) will be at our expense if we confirm the product defect.