Frequently asked questions

Our Help and FAQ section, short for “Frequently Asked Questions”, is a compilation of questions frequently asked by our customers, along with their answers. This tool is available on our website to help you find solutions or provide effective customer support.

The Help & FAQ page aims to answer the most common questions users may have about our products, services or after-sales service, without having to contact our customer support team directly. Information is organized by category or subject to facilitate access to specific answers.

The benefits of our Help & FAQ section lie in its ability to enable you to solve your problems independently, to reduce the number of calls or messages to our customer support team, and to enhance your user experience by providing quick and accessible answers to frequently asked questions on our site.

About Our Bottle Warmer

Our bottle warmer is compatible with a wide range of bottle sizes and shapes, including standard and wide bottles. So you can use it with the bottles of your choice with complete peace of mind.

Yes, our bottle warmer is designed to safely defrost frozen breast milk, preserving its essential nutrients while ensuring the optimum temperature for your baby.

Our bottle warmer is equipped with several safety features, such as automatic shut-off to prevent overheating, and BPA-free materials to guarantee your baby’s food safety.

Yes, our bottle warmers are designed for easy cleaning. Detachable parts can be washed by hand or in the dishwasher for optimum hygiene.
Automatic shut-off is a safety feature that automatically switches off the bottle warmer once the heating process is complete, preventing any risk of overheating.
No, this bottle warmer operates silently, which is ideal to avoid disturbing your baby during feeding time.
Yes, our bottle warmer is compact and portable, making it ideal for use at home and on the move. Its lightweight design and car plug compatibility make it a practical travel companion for families on the move.

Before ordering

You want to create a customer account, but you can’t :

Click here


You’d like to log in to your customer account, but can’t.

it is not possible to place an order without creating a customer area.

Your e-mail address represents your
. It allows you to quickly receive order tracking and communications from your customer service department.

Information relating to this customer area is entirely confidential and will under no circumstances be passed on to third parties.

Creating an account is easy: just click on ‘
My account
at the top right of the screen, then click on ‘Continue’ in the ‘You are a new customer’ box, and fill in the fields as you go.

Welcome to

If you have any questions or requests for information, please contact us via this
contact form
or by instant message. We will get back to you within 24 hours.

To use a promotional code received by e-mail or text message, proceed as usual to the checkout page and click :

Do you have a coupon code? Click here to enter your code

* Only 1 promotional code per order!

All orders are subject to payment. In all cases, the sales contract is only deemed to have been concluded when the consumer’s account is debited for payment cards.

  • By credit card via STRIPE : Visa and other Cartes Bleues, MasterCard
  • Payment in instalments via PAYPAL : Secure payment in 3 instalments via PayPal.
Your credit card (CB) will be debited when your order is validated, even if certain items are not immediately available.

Here is a list of reasons why your payment may be refused:

  • Expired card
  • New card
  • Insufficient balance
  • Payment limits
  • Opposition

In all cases, you should first contact your bank, which will be able to give you more detailed information.

If all the items in your order are available, your order will be prepared within 48 hours of confirmation of payment.

The choice of carrier has no influence on this delay.

Delivery is FREE throughout France.

Where delivery is subject to a charge, shipping costs are determined by weight, volume and geographical area of delivery.

We try to offer you the fairest delivery rates, as well as a wide choice of delivery methods.

You will be informed of the shipping costs when you enter your personal information during order validation. This rate will be automatically communicated to you once you have entered your delivery address.

During Ordering

Most of our products are available and can be shipped within 48 hours. If an item is not immediately available, you will not be able to order it and it will be indicated on the site that it is out of stock.

Ordering :

Step by step :

  1. You will find the item(s ) you are looking for
  2. Click on “Add to cart”, then “View cart”.
  3. Check the items, then click on “Confirm Order”.
  4. If you are an existing customer: log in to your account, or if you are a new customer: fill in your details
  5. Choose your shipping method
  6. Choose your payment method
  7. Check your choices: products, delivery and billing address, delivery method, payment method, validate the terms and conditions of sale, then click on “Order”.

In certain cases, supporting documents may be required for the final validation of an order and its dispatch.

The order is validated as soon as the payment has been recorded and, if applicable, the supporting documents have been received.

The status of your order will change until it is fully shipped. Some statuses can be applied for just a few minutes. Possible actions vary according to each status.

Awaiting payment / awaiting transfer :

  • We are waiting for your payment to validate your order.
  • Modifications (products, addresses, carriers) are still possible at this stage.
  • Products ordered are not reserved

In progress :

  • We have received your payment
  • Only certain modifications are still possible (address, sometimes carrier).
  • Products ordered are reserved and cannot be modified.

In preparation:

  • The order has entered its preparation cycle
  • No further action is possible at this stage (no change of address or carrier, no modification of products).

In supply :

  • All or part of the products ordered are not immediately available
  • Orders may be dispatched in instalments.

Not shipped for other reasons / cancelled :

  • The order has been cancelled at your request or for internal reasons.
  • A refund, voucher or new order has probably already been activated by our customer service department.

Treaty shipped :

  • The order has been prepared and has left our warehouse because it has been handed over to the carrier.

Payment in process :

  • In the case of orders validated by credit card in 3 instalments only, the credit approval time given by our service provider Oney may vary from a few minutes to a maximum of 72 hours to allow them to study your file.

Awaiting internal information :

  • The control unit features an internal
    and our services are checking to remove this blockage.

Identity validation :

  • Sometimes, the amount of your order requires us to ask you for additional information to ensure its validation.

Identity validation not performed :

  • Our ‘risk management’ service prevents us from validating your order.


customer area

allows you to check the status of your order at any time.

Once logged in, the
“My Orders” section
will give you access to your order tracking.

You’ll find :

  • Order numbers
  • The date of your orders
  • Order status
  • The total amount of each order
  • Items ordered
  • The printable invoice

The tracking information shows that my package has been delivered but I have not received my order:

A delay of a few hours is possible if the deliveryman has indicated that he has already been to your home in advance.

However, if your parcel has not been delivered by the end of the day, even though the tracking system indicates that the delivery has been made, we invite you to contact our customer service department by clicking here so that an inquiry can be opened with the carrier.

My parcel has still not been delivered:

Your order is prepared and dispatched within 24 hours (excluding weekends and public holidays).

To this must be added the time required for delivery by the carrier (between 24 hours and 5 working days, depending on the carrier chosen).

If the carrier does not provide you with any information, you can send a request to
our customer service
to open an investigation using the link below.

My parcel is lost:

Your parcel has been shipped by our services, you have received an email with a link to track it but it has not been delivered and you think it may have been lost by the carrier.

Contact our customer service department using the link below to inform them so that they can launch an inquiry with the carrier.

Are you not present when the parcel is delivered? No worries!

Your parcel handler will leave a delivery notice in your letterbox, giving the date and address of the post office or parcel centre where you can collect your parcel on presentation of proof of identity.

From the date indicated on the delivery notice, you have 10 days to collect the parcel.

This will automatically be returned to us once this period has elapsed.

The return may take longer than the initial delivery.

You can modify and/or cancel your order directly from your “customer area“.

Once you are on your
your orders
let yourself be guided by the actions suggested by the available buttons.

Otherwise, please contact us via this contact form.

To do this, log in to your “customer area“, click on “Addresses” and choose to change your delivery or billing address.

As soon as we receive your payment (immediately for payments by credit card 1 time and Paypal), we will send you an e-mail confirming that your order has been processed.

You have not received a confirmation e-mail:

  • The e-mail has gone into your spam folder.
  • The e-mail address indicated on your customer account is incorrect: try to connect to your customer area with this e-mail address. If you can’t log in, there must be an error in the address we’ve registered. Contact our customer service

A control procedure may lead us to request certain supporting documents before shipping an order.

Why this verification procedure?

When paying by credit card, the only information the bank communicates is whether or not the transaction has been accepted. The actual identity of the wearer has not been confirmed. If the card used is stolen, or the numbers have been obtained fraudulently (CB receipt, number written down while your card was within reach of a third party, etc.), we have no way of knowing.

To prevent this type of use and to cover you against the risk of your card being used by a third party, we may ask for proof of identity and proof of address. The same applies to other payment methods (PayPal, etc.) to avoid any attempt at identity theft or fraudulent use of a PayPal account.

Naturally, this approach is not intended to penalize you, nor to invade your privacy. Unfortunately, we see attempted credit card fraud every day. That’s why we’ve put this provision in place, to protect our customers.

How do I send my receipts?

Very simple, just send them to us at

How long will it take for my order to be released once I’ve sent the supporting documents?

Your order will be released within 12 hours of sending your documents. Our teams will ensure that your order is released as quickly as possible.

How can we avoid this demand?

Opting for cash payment by credit card with 3DSecure will most often enable you to avoid these administrative formalities.

I have further questions

If you have any questions following a request for supporting documents, please send an e-mail to

After ordering

If all the items in your order are available, your order will be prepared within 48 hours of confirmation of payment.

The choice of carrier has no influence on this delay.

Shipping time is 48 to 72 working hours maximum, excluding Sundays and Mondays.

We offer different types of delivery depending on the destination, volume and weight of the products shipped.

  • Mondial Relay
  • Colissimo

If you are not at home when your order is delivered, the deliveryman will leave a delivery notice in your letterbox, allowing you to collect the parcel from the relay where it has been deposited.

This notice will normally specify the address of the relay concerned.

Do not hesitate to contact the carrier in charge of delivering your order so that they can send you these elements if they are missing.

To ensure that you have recourse if necessary, please follow the instructions below to the letter:

  • On delivery, it is the customer’s responsibility to check the condition of the goods and their contents.

You have just received your damaged parcel

It is necessary to make reservations at the time of the presentation of a parcel which would comprise traces of shock.

If the box is badly damaged, unless you are certain that the items are in perfect condition, refuse it and contact us here.

You’ve just received your order, which included certain accessories.

First of all, we invite you to check on the site whether the missing accessory(ies) were indeed provided with this product, as described on the corresponding product sheet.

If an accessory is missing, please contact our customer service department: here.

You have a cooling-off period of 14 days from the day you take possession of your order.

The item(s) must be returned in their original condition and packaging.

The withdrawal period is open to our private customers and applies to our entire catalog.

Once the product return procedure has been validated, you have 14 days to return the product.

The right of withdrawal requires the certainty that the returned product can be sold as is to another buyer.

Right subject to the statutory period of 14 days maximum to inform our company by email or registered mail with acknowledgment of receipt.

Within the framework of the right of withdrawal, the return is at the customer’s expense.

From then on, the return journey is your responsibility. You will receive a refund on condition that the product arrives in the same condition as when it was received: new, in undamaged, unassembled packaging for the products concerned. If the product arrives damaged when it is returned to the carrier, we will issue a reserve so that you can activate the insurance policy taken out with your carrier.

Please fill in the form by clicking here.

You have just received your order and the item you received is not the one you ordered.

You have 72 hours after receipt of the parcel to inform us of this delivery error.

We invite you to briefly describe the equipment received (make, model, etc.) with the information visible on the product, by contacting us here:

If you have the opportunity to attach one or more photos, this will surely help us to identify the product you have received by mistake.

In the case of a packaged product, we ask you not to open it in order to provide us with this information.

You’ve received all the packages in your order, but one product is missing?

Contact our customer service immediately here:

If you can’t reach us immediately by phone (at the weekend, for example, or because you have to), please send us an e-mail so that we can be informed as soon as possible.

We issue an invoice as soon as we receive payment for the order.

Invoices are sent automatically to the e-mail address entered when the order was placed.

They are also available in your customer area.

To access it, select the order you are interested in, then click on “Printable invoice” on the left.

Invoices cannot be modified once issued. In particular, it is not possible for us to include a company name or VAT number after the fact.

You have noticed a price difference since you placed your order.

The prices on our site change daily depending on a number of different factors, such as our purchase price for products from our supplier.

The price paid when the order is placed is the agreed price.

We do not refund the price difference.

Please note that if a price is incorrect due to a technical or human error, we will be obliged to cancel your order, even if it has been confirmed.

After the Sale

Unfortunately, it is not possible to apply a promo code once the order has been placed.

There may still be time to cancel your order and place a new one using your promotional code.

Contact our account managers here :

You have just placed an order on our site and have not received any information from us.

An e-mail is sent at each stage of your order.

An order confirmation, validation of your order following receipt of your payment, shipment of your order etc…

If you have not received these information e-mails, it is possible that the e-mail address indicated on your customer account is incorrect: try logging on to your

customer area

with this e-mail address.

If you can’t log in, there must be an error in the address we’ve registered. Please contact our customer service:

When a piece of equipment is not working, it may be necessary to return it under warranty so that the product can be taken care of.

Before contacting our customer service department, we invite you to carry out a few checks.

It’s a good idea to check in the manual that the equipment has been used in accordance with the manufacturer’s standards.

In accordance with the law, the Vendor assumes the following warranties: two-year warranty on conformity and on hidden product defects. The Vendor will reimburse the purchaser or exchange products that appear to be defective or do not correspond to the order placed. Requests for refunds should be made as follows:

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Newsletters allow you to receive special offers reserved for our customers.

You can click on the ” unsubscribe ” link on each newsletter to choose which information you wish to receive or to stop receiving any further information.

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Log in to your customer area, change your password and click on “Save changes”.