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Guide · After-sales
Returning a product: step by step
An item isn't right for you, or it's faulty? At Place du Mac, a return request takes a few minutes online — with or without a customer account. Here's exactly how, screen by screen.
Two cases, two rules
- You changed your mind — the product doesn't suit you. This is a withdrawal return, available for 14 days after delivery. The item must be complete and in resalable condition, and the return costs are on you.
- The product is faulty — it doesn't work, or not as expected. This is an after-sales / warranty case: describe the problem, add photos, and we cover the return (prepaid label provided free of charge).
In both cases the starting point is the same: open a return request online. Everything else (approval, label, messages) then happens in one place.
Pick your situation
Case A
I have an account
You were logged in when ordering, or you created an account afterwards.
Case B
I ordered without an account
You checked out "as a guest". No need to create an account: it all starts from a link in your email.
Case A — With a customer account
Once logged in, open My account then the "My returns" section in the left menu.
Then follow these steps:
- Select the relevant order from the drop-down, then click Continue (only paid orders still within the window appear).
- Tick the product(s) to return and set the quantity.
- Choose a reason and, if you like, add a comment.
- Attach photos (up to 4) — recommended for a faulty product.
- Click Submit my request: you'll get an acknowledgement by email.
While your request is still "New" and not yet processed, you can cancel it yourself from "My returns".
Case B — Without a customer account (guest order)
No account needed. Two ways to reach your return:
Easiest: the button in your email
- Open the shipping confirmation email for your order.
- Click the "Manage my return" button. The link is secure and unique to your order — it opens the page directly, with no password.
- You land on the same form as above (products, reason, comment, photos). Submit it: the same link lets you track progress.
Alternative: the "Order tracking" page
Go to the site's Order tracking page and enter your order reference and the email used at purchase.
Prefer an account? From that page you can set a password and turn your guest order into a customer account — all your orders in one place.
What happens next
Your request follows clear steps, visible at any time in "My returns":
New request→Accepted / Declined→Parcel received→Closed
Our team reviews your request and replies by email. You can also chat with us right from the request: ask a question, add a detail — the whole exchange stays in one place.
Sending the parcel back
Once your return is accepted, we provide a return label (ready to print and stick on), with the drop-off point nearest to you. Who pays depends on the reason:
- Changed your mind — return costs are on you. We offer a label at the best rate; you pay online, then it's sent to you automatically.
- Faulty product (after-sales) — the return is on us: the label is provided free of charge.
Then:
- Pack the product carefully, ideally in its original packaging, with all its accessories.
- Stick on the label and drop the parcel at the indicated pick-up point or carrier.
- Track progress until "Parcel received" then "Closed".
Frequently asked questions
How long do I have to return a product?
14 days after delivery for a change of mind (withdrawal). For a faulty product, you remain covered by the legal warranty beyond that period.
I don't have an account — how do I do it?
Use the "Manage my return" button in your shipping email, or the "Order tracking" page with your reference + the order's email. No password required (see Case B).
My order doesn't appear under "My returns"
Only paid orders still within the window are listed. For an older order, contact us directly.
Who pays the return costs?
For a change of mind, return costs are on you (label offered at the best rate, paid online). For a faulty product, the return is on us — the label is provided free of charge.
Can I chat with you during processing?
Yes. Each request has a message thread: you write, we reply, and everything stays visible under "My returns".
Need help?
A question about a return or a faulty product? Email us at [email protected] with your order number.
