Frequently asked questions
1. My Shop
The aim of our Shop is to bring together all the tools, products and natural food supplements that can help you lose weight, as part of the various phases of the method.
1.2 How can I contact you with specific requests?
If you need personalized advice on how to order, please contact us by e-mail:
or by telephone on +33 07 66 05 15 41, from 8.30am to 5pm Monday to Friday, excluding weekends and public holidays.
2. My account
2.1 How do I create an account?
To create an account, simply go to the “My account” section and fill in the registration form reserved for new customers.
2.2 Are my personal details secure?
All information provided during your visits to www.dukannewboutique.com is strictly confidential.
Under no circumstances will it be transferred, sold or rented. If you wish, you can modify or delete all your details at any time in “My account”.
For more information, see our RGPD section on the site.
2.3 How do I access and modify my account?
To access your customer account, go to “My account”.
Here you can modify your personal details, e-mail address and password.
Click on the “Save changes” button at the bottom of the form to confirm your changes.
The purpose of your personal information is:
– to complete your purchase, from order to delivery,
– to improve our services to better satisfy you.
3. My orders
3.1 How do I order?
You can find all our products by clicking on the heading of your choice:
· Nutrition Attack
· Nutrition For All
· Konjac Oat bran Okara
· Bars/biscuits
· Breakfast, Dukanella
· Food supplements
· Promo/Still Good
To order, simply add your items to your basket using the “add to basket” button on each item. You can change the quantity you require.
You can then confirm your order. Don’t forget that you can check your order at any time by clicking on “my basket” in the top right-hand corner of our site.
You’ll then find a summary of your order. Click on “confirm” to display the delivery address. At this stage you can choose one of your delivery addresses from the drop-down menu, or add a new address.
You will then be taken to the payment stage, where you can pay for your order by:
· Credit card
3.2 I can’t find an item?
You can use our search engine to find a product at any time.
3.3 What happens once I’ve ordered online?
Once you have paid, you will receive an e-mail confirming that your order has been registered by our services, followed by a payment confirmation e-mail. Your order will then be dispatched as soon as possible.
Pour plus d’informations sur la livraison de vos colis, consultez nos informations de livraisons.
3.4 I have interrupted my online order. Will my order be saved?
As long as the payment of your order has not been validated, you can go back to your basket at any time to register a payment.
3.5 My payment has been declined
If your payment has been refused, your order will not be processed. You must place a new order.
3.6 I want to add an item
If your order has been definitively validated, you must place a new order.
3.7 How can I cancel my order? I have already paid.
Once your order has been validated and paid for, you cannot cancel it. It is automatically sent to our logistics department for processing.
You have 14 days from the date of delivery to exercise your right of withdrawal. This period begins on the date of delivery of the order. The return or cancellation may concern all or part of the order. You are responsible for all return costs. To ensure proper management of returns, we invite you to notify our customer service department of your return in advance:
By e-mail : [email protected]
By telephone: +33 07 66 05 15 41, from 8:30 am to 5:00 pm, Monday to Friday, excluding weekends and public holidays.
For more information, please consult our “General Sales Conditions”.
3.8 What should I do if I don’t receive an order confirmation?
If you do not receive an order confirmation email, please contact us:
By e-mail : [email protected]
By telephone: +33 07 66 05 15 41, from 8:30 am to 5:00 pm, Monday to Friday, excluding weekends and public holidays.
3.9 How do I get an invoice?
Once your order has been validated by our services, you will be able to find your invoice online in “My account>Order history and details”. You can then print or save your invoices in PDF format.
A duplicate invoice will be included in the parcel.
4. My Payment
4.1 How can I pay?
· Credit card
4.2 Is online payment secure?
Yes, all information relating to your order, and in particular online payment by credit card, is protected. The entire transaction takes place on a secure server (SSL) and your credit card number is encrypted. You can buy online in complete security. Your credit card details are not stored.
4.3 How can I find out more about your products?
You can contact us by e-mail: [email protected]
or call us on +33 07 66 05 15 41, from 8:30 am to 5:00 pm, Monday to Friday, excluding weekends and public holidays, for all product information.
5. Your delivery
5.1 Where do we deliver?
We deliver anywhere in the world, except for countries that do not appear in the drop-down list for selecting the destination country.
5.2 What delivery methods are available?
You can choose to have your order delivered:
At relay point
At home:
Colissimo or Chronopost
For more information, consult our delivery information.
5.3 Can I choose my delivery address?
When you place your order, you can specify a delivery address different from your billing address.
5.4 My order has been dispatched and I’ve noticed an error in the delivery address?
We invite you to contact your post office as soon as possible to inform them of this anomaly, in order to try to have the order redirected.
5.5 I’m not there at the time of delivery?
For Colissimo or Chronopost deliveries, if you are absent or unable to collect your parcel, your letter carrier will leave a delivery notice indicating the date and address of the post office where you can collect your parcel, provided you have proof of identity. Your parcel can be left in your letterbox if it is accessible.
5.6 My parcel’s tracking indicates that I can collect my order, but I don’t have my delivery notice?
Please take note of your tracking number and go to the post office with your identification.
5.7 Le colis que j’ai reçu est endommagé ?
If, upon delivery, you notice any damage to your parcel (e.g. a carton with visible signs of having been opened and/or damaged), we invite you to refuse your parcel, which will automatically be returned to our warehouse.
You must check the apparent condition of the products on delivery. In the event of an apparent anomaly (damage, missing product compared with the delivery note, damaged parcel, broken products, etc.), we invite you to report it within 3 clear days by e-mail to [email protected]
It is essential that you keep the items in the condition in which they were delivered (including accessories, instructions, packaging and outer packaging). If the products need to be returned, you can submit a request for their return by e-mail under the heading “Contact us” or by post addressed to: MAROT DE LA GARAYE
2 rue Ambroisine Garnier Leray
35 000 RENNES
5.8 I didn’t pick up my parcel?
For delivery by Colissimo or Chronopost, you can collect your parcel within 15 days, provided you have your delivery notice and proof of identity. After this period, your parcel will be returned to our warehouse.
5.9 I want to exchange an item.
Our shop does not carry out exchanges.
If you have any further questions, please do not hesitate to consult our “Terms and Conditions of Sale”.
