Order
How do I change or cancel my order?
Have you just placed your order and would like to make a change or cancel it?
For any order changes or cancellations, please contact us at contact@counterscore.com within 12 hours of placing your order.
After this period, we cannot guarantee any modifications or cancellations, as the order will already be being processed by our logistics partners. All requests must be confirmed by our Customer Experience team to be considered. In case of incomplete address, our team may contact you by email and your order will be put on hold until you return to us. If no return is received within 5 days, the order will be automatically cancelled, and the refund will be made to your payment method.
When will my order be shipped?
Our goal is for you to receive your CounterScore® order as soon as possible. We do our best to process your order as quickly as possible.
What does “process my order” mean?
Processing your order includes printing the shipping label, picking the items for your order from our warehouse, and packaging your order.
Processing takes place during normal business hours, Monday through Friday, 8 a.m. to 6 p.m.
Processing your order may take 1 to 4 business days depending on the delivery method you chose when ordering.
When does my tracking number show updates on my package?
Once your package is received by the carrier, they are responsible for the safe and timely delivery of your package. This is when your shipping times begin and your tracking information will be updated by the carrier as your package makes its way to your address.
Holidays and weekends may affect CounterScore® processing times as well as carrier shipping times.
How can I confirm that my order has been validated?
It's very simple! At CounterScore®, we automatically send an email as soon as your payment is validated.
If you do not receive this confirmation email, it may be because:
- It may have been redirected to your junk or spam folder.
- Your Internet service provider is blocking our emails (this often happens with @orange.fr and @sfr.fr addresses).
- You made a mistake when entering your email address when ordering.
- If you paid with Apple Pay, your order confirmation is sent to the address linked to your Apple account (often an iCloud address) - remember to check it :)
We recommend that you first check your junk or spam folder. If you still can't find the confirmation email, please contact our team who will be happy to help you. Remember to let us know: your first and last name, your postal code, as well as the amount of your order if you have it.
Finally, when your order is ready to ship, you will receive another email from us. All you have to do is wait and relax while waiting for your package.
Delivery
How can I track my order?
At CounterScore ® , we make tracking your order as easy as possible.
After your package has been shipped, our logistics team will send you an email containing your tracking number.
Simply click the "Track My Order" button in this email to know the location of your order at any time.
What should I do if my tracking number is not working?
Don't worry if your tracking number doesn't seem to work right away. The code may take 24-72 business hours to be activated by the carrier. If after 3-5 days your tracking number is still inactive, feel free to contact us. Our team will be happy to help you 😁.
What should I do if I didn't receive an email with my tracking?
If you haven't received an email with tracking details yet, be sure to check our package processing and delivery times on our website. If it's been more than 6 business days without any news, check your spam folder.
If you can't find our email there, please contact us and we'll be happy to help.
Reminder: It is the customer's responsibility to track their package using the link provided in the shipping email. In case of non-deposit of a delivery notice after the delivery time, the customer must go to their local post office.
When will my package be shipped?
After validation of your order, our warehouse prepares your order for shipping. This preparation can take 2 to 4 working days for Eco deliveries, and 1 to 2 working days for express deliveries. Delivery times then depend on the carrier you chose when ordering. If you have ordered several items, they may be shipped in several packages.
If you have ordered multiple CounterScores products (usually 3 or more packs), we may ship them in multiple packages. Don't worry if you don't receive them all on the same day, it happens 😉.
You may also receive your tracking number before your order is actually shipped, this is completely normal. Again, no need to worry 😁.
What happens if I refuse my package?
If your order is refused and the package is returned following your instructions, a shipping and handling fee of €15 will be deducted from your refund.
Lost package?
If you believe your package has been lost, stolen, or delivered to the wrong address, you should contact the carrier responsible for your delivery directly. They have access to the most accurate tracking details and will be able to assist you. If you are unsure of who to contact, please feel free to reach out to us and we will direct you.
Here are the links to file a claim with the carriers we use most frequently:
Contact the Counterscore® Team
Our team will answer you 7 days a week, 24 hours a day via our direct line at 0763502403 or by email: contact@counterscore.com
Return & Exchange
How do I change or cancel my order?
Have you just placed your order and would like to make a change or cancel it?
For any order changes or cancellations, please contact us at contact@counterscore.com within 12 hours of placing your order.
After this period, we cannot guarantee any modifications or cancellations, as the order will already be being processed by our logistics partners. All requests must be confirmed by our Customer Experience team to be considered. In case of incomplete address, our team may contact you by email and your order will be put on hold until you return to us. If no return is received within 5 days, the order will be automatically cancelled, and the refund will be made to your payment method.
Refund Policy
You can access our full Refund Policy here .
You can return your order to us 30 days after the order date or 14 days after delivery or availability date if this is more than 30 days, as mentioned by the carrier. Beyond this period, we will not be able to accept your return.
You will need to return your order in its original packaging. If the product has been used too much, we may apply a discount on the refund after inspection of the product.
Return costs remain the responsibility of the buyer.
Once received and inspected, we will refund your order.
We invite you to contact us as soon as possible so that we can send you the return procedures.
My product is damaged/defective, how do I return it?
In the unlikely event that your item is faulty or damaged, please contact us as soon as possible.
In order to replace or refund the item, we will need:
- Your order number
- A description of the damage/defects
- A clear photo of the damaged/defective item
Once all information has been received, our support team will provide you with further instructions.
What packaging should I use to return my order?
Did you know that you can reuse your CounterScore® shipping packaging to return an item that you needed to return to CounterScore® for an exchange or refund? Yes, you can!
We encourage our customers to reuse bags for a second shipping need.
When returning an item to CounterScore ® , we encourage you to use tracking with acknowledgement of receipt.
Please note, if you do not use tracked shipping, your package may be lost and we will not be able to exchange or refund your CounterScore® order.
How long does it take for my exchange or return to be processed?
Once your package is received at our premises, our team will take up to 21 business days for processing.
You will receive an email notification when your exchange order has been prepared or when your refund has been processed.