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Frequently Asked Questions (FAQ)

You have questions ? Do not hesitate to contact us, our sales department is at your disposal!

We will respond to you as soon as possible (a few hours maximum).


Here are the questions you often ask us:



Orders are usually shipped from our warehouses within 3 business days. It then takes between 10 to 22 working days for your item to arrive at your home. During busy periods, it may take up to 6 days to ship. Our packages travel with La Poste, we do not work with relay points.


My order is not complete

As we have different storage locations and work with different producers, you may receive your products in different packages. So don't worry if you don't receive everything at once.

Our average delivery times are 10 to 22 working days. Some packages may take a little longer than this.

However, if you still have not received your package after 35 working days after ordering, then we will refund you in full and you can keep the item when you receive it.

Contact us at contact@survieprotek.com to notify us of an item not received.


Can I cancel or change my order?

We process orders you place quickly, usually within 12 hours.

For this reason, you have 12 hours after ordering to send a cancellation or modification email to contact@survieprotek.com

After this time your items will have already been shipped, so we will not be able to modify your order.


The item I received isIt isteriorIt is/defective.

Despite our rigorous selection of trusted carriers, your package may arrive damaged.

In this case or in the case of a design defect, contact us at contact@survieprotek.com with the following details:

  1. Your order number
  1. Description of the problem (wrong/defective item, etc.)
  1. A photo or video 

You will not need to return the product and we will reimburse you directly for the amount of your order in the form of a voucher (if you would like another form of reimbursement, please let us know).


What payment methods do you accept?

We accept the following payment methods on our website: Visa, American Express, MasterCard, Debit Cards, PayPal and Bank Cards.


Is my information secure?

To protect your personal data, we take reasonable precautions and follow industry best practices to ensure that it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.

If you provide us with your credit card information, it will be encrypted using the SSL security protocol and stored with AES-256 type encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.