{"id":835,"date":"2026-09-03T18:42:47","date_gmt":"2026-09-03T18:42:47","guid":{"rendered":"https:\/\/doll.shop\/service-client\/"},"modified":"2026-09-09T16:13:22","modified_gmt":"2026-09-09T16:13:22","slug":"service-client","status":"publish","type":"page","link":"https:\/\/doll.shop\/fr\/service-client\/","title":{"rendered":"Service client \u00b7 livraison, retours et garantie"},"content":{"rendered":"<div class=\"container\">\n<nav class=\"breadcrumb\" aria-label=\"Breadcrumb\">\n<ol>\n<li><a href=\"https:\/\/doll.shop\/fr\/\">Accueil<\/a><\/li>\n<li aria-current=\"page\">Service client<\/li>\n<\/ol>\n<\/nav>\n<header class=\"kbhead\">\n<div>\n<h1>Service client<\/h1>\n<p class=\"kbhead__intro\">Tout ce que tu veux savoir avant et apr\u00e8s ta commande, au m\u00eame endroit. Ta question n\u2019y figure pas ? Ouvre le chat ; les jours ouvr\u00e9s, nous r\u00e9pondons sous une heure.<\/p>\n<\/p><\/div>\n<p>    <style>.dschat-slot{min-height:66px;margin-top:10px}.dschat-slot--compact{min-height:50px;margin:0}.dschat-slot .dschat-ask{margin-top:0}.dschat-slot[hidden],.dschat-ask[hidden]{display:none}.dschat-ask{display:flex;align-items:center;gap:14px;width:100%;margin-top:10px;padding:10px 14px 10px 10px;background:#fff;border:1px solid #C8C4BE;border-radius:14px;cursor:pointer;text-align:left;font:inherit;color:#1A1917;transition:border-color .15s,box-shadow .15s}.dschat-ask:hover{border-color:#624E4C;box-shadow:0 6px 20px rgba(74,59,57,.10)}.dschat-ask:focus-visible{outline:3px solid rgba(98,78,76,.35);outline-offset:2px}.dschat-ask.is-loading{opacity:.7;cursor:progress}.dschat-av{position:relative;flex:none;width:44px;height:44px;border-radius:50%;background:linear-gradient(135deg,#6B5350,#4A3B39);color:#fff;font-weight:800;font-size:15px;display:grid;place-items:center;overflow:visible}.dschat-av img{width:100%;height:100%;border-radius:50%;object-fit:cover;display:block}.dschat-dot{position:absolute;right:-1px;bottom:-1px;width:12px;height:12px;border-radius:50%;background:#B8B3AC;border:2px solid #fff}.dschat-dot.on,.dschat-ask:not(.is-offline) .dschat-dot{background:#1F7A48}.dschat-ask.is-offline .dschat-dot{background:#B8B3AC}.dschat-txt{flex:1;min-width:0}.dschat-title{display:block;font-weight:700;font-size:15px;line-height:1.25}.dschat-sub{display:block;font-size:13px;color:#6B6762;margin-top:2px;line-height:1.35;white-space:nowrap;overflow:hidden;text-overflow:ellipsis}.dschat-slot[data-always]{min-height:0}.dschat-slot[data-always] .dschat-sub{white-space:normal}.dschat-ask:not(.is-offline) .dschat-sub{color:#1F7A48}.dschat-ico{flex:none;width:36px;height:36px;border-radius:10px;background:#F4ECE5;display:grid;place-items:center;color:#624E4C}.dschat-ico svg{width:18px;height:18px}.dschat-ask--compact{width:auto;margin:0;padding:8px 14px 8px 8px;border-radius:999px;gap:10px}.dschat-ask--compact .dschat-av{width:32px;height:32px;font-size:12px}.dschat-ask--compact .dschat-dot{width:10px;height:10px}.dschat-ask--compact .dschat-title{font-size:14px}.dschat-ask--compact .dschat-sub,.dschat-ask--compact .dschat-ico{display:none}<\/style><div class=\"dschat-slot\"><button type=\"button\" class=\"dschat-ask\" data-dschat aria-haspopup=\"dialog\" hidden><span class=\"dschat-av\" aria-hidden=\"true\"><img alt=\"\" src=\"https:\/\/doll.shop\/wp-content\/uploads\/2026\/09\/lotte-berg-1-150x150.jpg\" width=\"44\" height=\"44\" loading=\"lazy\" decoding=\"async\"><i class=\"dschat-dot\"><\/i><\/span><span class=\"dschat-txt\"><span class=\"dschat-title\">Posez votre question \u00e0 Lotte<\/span><span class=\"dschat-sub\">Pas en ligne pour le moment \u00b7 nous r\u00e9pondons d\u00e8s que le service client est de retour<\/span><\/span><span class=\"dschat-ico\" aria-hidden=\"true\"><svg viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><path d=\"M21 12a8 8 0 0 1-8 8H7l-4 3V12a8 8 0 0 1 8-8h2a8 8 0 0 1 8 8z\"\/><path d=\"M9 12h6M9 9h4\"\/><\/svg><\/span><\/button><\/div><script>(function(){var s=document.currentScript,el=s&&s.previousElementSibling,H={\"tz\":\"Europe\/Amsterdam\",\"d\":{\"1\":[\"08:30\",\"17:00\"],\"2\":[\"08:30\",\"17:00\"],\"3\":[\"08:30\",\"17:00\"],\"4\":[\"08:30\",\"17:00\"],\"5\":[\"08:30\",\"17:00\"]},\"c\":[]};if(!el)return;try{var p=new Intl.DateTimeFormat('en-GB',{timeZone:H.tz,weekday:'short',hour:'2-digit',minute:'2-digit',year:'numeric',month:'2-digit',day:'2-digit',hour12:false}).formatToParts(new Date()),o={};p.forEach(function(x){o[x.type]=x.value});var d=H.d[{Sun:0,Mon:1,Tue:2,Wed:3,Thu:4,Fri:5,Sat:6}[o.weekday]],t=o.hour+':'+o.minute;if(!d||H.c.indexOf(o.year+'-'+o.month+'-'+o.day)>-1||t<d[0]||t>=d[1])el.hidden=true}catch(e){}})();<\/script><br \/>\n  <\/header>\n<div class=\"guarantees\" style=\"margin:8px 0 8px\">\n<div class=\"guarantee\"><svg class=\"icon\"><use href=\"#i-truck\"><\/use><\/svg><\/p>\n<div>\n<h3>De notre propre stock<\/h3>\n<p>notre propre entrep\u00f4t aux Pays-Bas en Europe. Command\u00e9 un jour ouvr\u00e9 avant 14 h : exp\u00e9di\u00e9 aujourd&rsquo;hui avec suivi.<\/p>\n<\/div>\n<\/div>\n<div class=\"guarantee\"><svg class=\"icon\"><use href=\"#i-box\"><\/use><\/svg><\/p>\n<div>\n<h3>Discret, toujours<\/h3>\n<p>Carton neutre sans inscription et paiement discret : aucun nom de produit sur ton relev\u00e9.<\/p>\n<\/div>\n<\/div>\n<div class=\"guarantee\"><svg class=\"icon\"><use href=\"#i-return\"><\/use><\/svg><\/p>\n<div>\n<h3>14 jours de r\u00e9tractation<\/h3>\n<p>Retour possible sous 14 jours tant que le scell\u00e9 est intact.<\/p>\n<\/div>\n<\/div>\n<div class=\"guarantee\"><svg class=\"icon\"><use href=\"#i-tag\"><\/use><\/svg><\/p>\n<div>\n<h3>Garantie du meilleur prix<\/h3>\n<p>Tu vois le m\u00eame mod\u00e8le moins cher ailleurs ? Nous alignons notre prix.<\/p>\n<\/div>\n<\/div><\/div>\n<section class=\"section\" style=\"padding:28px 0 0\">\n<div class=\"section__head\">\n<h2>Commande &amp; livraison<\/h2>\n<\/div>\n<div class=\"svcgrid\">\n      <a class=\"svccard\" href=\"https:\/\/doll.shop\/fr\/service-client\/delais-et-frais-de-livraison\/\"><br \/>\n        <svg class=\"icon\"><use href=\"#i-truck\"><\/use><\/svg><\/p>\n<div>\n<h3>D\u00e9lais et frais de livraison<\/h3>\n<p>Command\u00e9 un jour ouvr\u00e9 avant 14 h, un mod\u00e8le en stock part le jour m\u00eame avec UPS ; en France, livr\u00e9 sous 2 jours ouvr\u00e9s. Livraison gratuite d\u00e8s 800 \u20ac.<\/p>\n<\/div>\n<p>        <svg class=\"icon svccard__chev\"><use href=\"#i-chev\"><\/use><\/svg><br \/>\n      <\/a><br \/>\n      <a class=\"svccard\" href=\"https:\/\/doll.shop\/fr\/service-client\/moyens-de-paiement\/\"><br \/>\n        <svg class=\"icon\"><use href=\"#i-lock\"><\/use><\/svg><\/p>\n<div>\n<h3>Moyens de paiement et paiement discret<\/h3>\n<p>Carte bancaire (CB), Visa, Mastercard, PayPal et Apple Pay, trait\u00e9s en toute s\u00e9curit\u00e9 par Mollie. Paiement discret : aucun nom de produit sur ton relev\u00e9.<\/p>\n<\/div>\n<p>        <svg class=\"icon svccard__chev\"><use href=\"#i-chev\"><\/use><\/svg><br \/>\n      <\/a>\n    <\/div>\n<\/section>\n<section class=\"section\" style=\"padding:28px 0 0\">\n<div class=\"section__head\">\n<h2>Apr\u00e8s ton achat<\/h2>\n<\/div>\n<div class=\"svcgrid\">\n      <a class=\"svccard\" href=\"https:\/\/doll.shop\/fr\/service-client\/retours-et-droit-de-retractation\/\"><br \/>\n        <svg class=\"icon\"><use href=\"#i-return\"><\/use><\/svg><\/p>\n<div>\n<h3>Retours et droit de r\u00e9tractation<\/h3>\n<p>14 jours de r\u00e9tractation \u00e0 compter de la r\u00e9ception. Comment d\u00e9clarer un retour, ce qu&rsquo;il co\u00fbte et quand le droit de r\u00e9tractation s&rsquo;\u00e9teint pour l&rsquo;hygi\u00e8ne.<\/p>\n<\/div>\n<p>        <svg class=\"icon svccard__chev\"><use href=\"#i-chev\"><\/use><\/svg><br \/>\n      <\/a><br \/>\n      <a class=\"svccard\" href=\"https:\/\/doll.shop\/fr\/service-client\/formulaire-de-retractation\/\"><br \/>\n        <svg class=\"icon\"><use href=\"#i-doc\"><\/use><\/svg><\/p>\n<div>\n<h3>Formulaire de r\u00e9tractation<\/h3>\n<p>Le formulaire type de r\u00e9tractation pour annuler ta commande dans le d\u00e9lai de 14 jours. \u00c0 renvoyer uniquement si tu souhaites te r\u00e9tracter.<\/p>\n<\/div>\n<p>        <svg class=\"icon svccard__chev\"><use href=\"#i-chev\"><\/use><\/svg><br \/>\n      <\/a><br \/>\n      <a class=\"svccard\" href=\"https:\/\/doll.shop\/fr\/service-client\/conditions-de-garantie\/\"><br \/>\n        <svg class=\"icon\"><use href=\"#i-check\"><\/use><\/svg><\/p>\n<div>\n<h3>Conditions de garantie<\/h3>\n<p>Garantie l\u00e9gale contre les d\u00e9fauts de fabrication sur toute poup\u00e9e sexuelle : ce qui est couvert, ce qui est de l&rsquo;usure normale et comment nous r\u00e9parons.<\/p>\n<\/div>\n<p>        <svg class=\"icon svccard__chev\"><use href=\"#i-chev\"><\/use><\/svg><br \/>\n      <\/a><br \/>\n      <a class=\"svccard\" href=\"https:\/\/doll.shop\/fr\/service-client\/reclamations\/\"><br \/>\n        <svg class=\"icon\"><use href=\"#i-chat\"><\/use><\/svg><\/p>\n<div>\n<h3>Proc\u00e9dure de r\u00e9clamation<\/h3>\n<p>Pas satisfait ? Comment d\u00e9poser une r\u00e9clamation, dans quel d\u00e9lai nous r\u00e9pondons et quelle m\u00e9diation ind\u00e9pendante est \u00e0 ta disposition via ValuedShops.<\/p>\n<\/div>\n<p>        <svg class=\"icon svccard__chev\"><use href=\"#i-chev\"><\/use><\/svg><br \/>\n      <\/a><br \/>\n      <a class=\"svccard\" href=\"https:\/\/doll.shop\/fr\/service-client\/questions-frequentes\/\"><br \/>\n        <svg class=\"icon\"><use href=\"#i-info\"><\/use><\/svg><\/p>\n<div>\n<h3>Questions fr\u00e9quentes<\/h3>\n<p>Les r\u00e9ponses aux questions que l&rsquo;on nous pose le plus souvent sur la poup\u00e9e sexuelle : livraison, discr\u00e9tion, paiement, retours, mat\u00e9riaux et entretien.<\/p>\n<\/div>\n<p>        <svg class=\"icon svccard__chev\"><use href=\"#i-chev\"><\/use><\/svg><br \/>\n      <\/a>\n    <\/div>\n<\/section>\n<section class=\"section\" style=\"padding:28px 0 0\">\n<div class=\"section__head\">\n<h2>Soci\u00e9t\u00e9 &amp; conditions<\/h2>\n<\/div>\n<div class=\"svcgrid\">\n      <a class=\"svccard\" href=\"https:\/\/doll.shop\/fr\/service-client\/a-propos-de-doll-shop\/\"><br \/>\n        <svg class=\"icon\"><use href=\"#i-user\"><\/use><\/svg><\/p>\n<div>\n<h3>\u00c0 propos de Doll.shop<\/h3>\n<p>Le sp\u00e9cialiste de la poup\u00e9e sexuelle r\u00e9aliste depuis 2010. Stock en propre, certifi\u00e9 ValuedShops et une politique claire sur ce que nous vendons ou non.<\/p>\n<\/div>\n<p>        <svg class=\"icon svccard__chev\"><use href=\"#i-chev\"><\/use><\/svg><br \/>\n      <\/a><br \/>\n      <a class=\"svccard svccard--policy\" href=\"https:\/\/doll.shop\/fr\/service-client\/gamme-responsable\/\"><br \/>\n        <svg class=\"icon\"><use href=\"#i-shield\"><\/use><\/svg><\/p>\n<div>\n<h3>Gamme responsable<\/h3>\n<p>Nous vendons uniquement des poup\u00e9es sexuelles aux proportions adultes. Ce que cela signifie en pratique, comment nous l&rsquo;\u00e9valuons et pourquoi nous y tenons.<\/p>\n<\/div>\n<p>        <svg class=\"icon svccard__chev\"><use href=\"#i-chev\"><\/use><\/svg><br \/>\n      <\/a><br \/>\n      <a class=\"svccard\" href=\"https:\/\/doll.shop\/fr\/service-client\/mentions-legales\/\"><br \/>\n        <svg class=\"icon\"><use href=\"#i-info\"><\/use><\/svg><\/p>\n<div>\n<h3>Mentions l\u00e9gales<\/h3>\n<p>Les coordonn\u00e9es officielles de Doll.shop : adresse, soci\u00e9t\u00e9 \u00e9ditrice, immatriculation, num\u00e9ro de TVA intracommunautaire, direction et horaires.<\/p>\n<\/div>\n<p>        <svg class=\"icon svccard__chev\"><use href=\"#i-chev\"><\/use><\/svg><br \/>\n      <\/a><br \/>\n      <a class=\"svccard\" href=\"https:\/\/doll.shop\/fr\/service-client\/conditions-generales-de-vente\/\"><br \/>\n        <svg class=\"icon\"><use href=\"#i-doc\"><\/use><\/svg><\/p>\n<div>\n<h3>Conditions g\u00e9n\u00e9rales de vente<\/h3>\n<p>Les conditions g\u00e9n\u00e9rales de vente de DVWZ B.V. (Doll.shop) pour les consommateurs : offre, contrat, r\u00e9tractation, prix, garantie, livraison et litiges.<\/p>\n<\/div>\n<p>        <svg class=\"icon svccard__chev\"><use href=\"#i-chev\"><\/use><\/svg><br \/>\n      <\/a><br \/>\n      <a class=\"svccard\" href=\"https:\/\/doll.shop\/fr\/service-client\/politique-de-confidentialite\/\"><br \/>\n        <svg class=\"icon\"><use href=\"#i-lock\"><\/use><\/svg><\/p>\n<div>\n<h3>Politique de confidentialit\u00e9<\/h3>\n<p>Quelles donn\u00e9es personnelles nous traitons, pourquoi, combien de temps nous les conservons, avec qui nous les partageons et tes droits au titre du RGPD.<\/p>\n<\/div>\n<p>        <svg class=\"icon svccard__chev\"><use href=\"#i-chev\"><\/use><\/svg><br \/>\n      <\/a><br \/>\n      <a class=\"svccard\" href=\"https:\/\/doll.shop\/fr\/service-client\/politique-cookies\/\"><br \/>\n        <svg class=\"icon\"><use href=\"#i-eye\"><\/use><\/svg><\/p>\n<div>\n<h3>Politique de cookies<\/h3>\n<p>Quels cookies Doll.shop d\u00e9pose, \u00e0 quoi ils servent, combien de temps ils sont conserv\u00e9s et comment modifier ton choix. Aucun cookie marketing.<\/p>\n<\/div>\n<p>        <svg class=\"icon svccard__chev\"><use href=\"#i-chev\"><\/use><\/svg><br \/>\n      <\/a>\n    <\/div>\n<\/section>\n<section class=\"kbcta\">\n<div>\n<h2>Tu h\u00e9sites encore ?<\/h2>\n<p>Pose-nous ta question dans le chat. Les jours ouvr\u00e9s, nous r\u00e9pondons sous une heure, honn\u00eatement et sans discours commercial.<\/p>\n<\/div>\n<div class=\"row\" style=\"gap:10px\"><div class=\"dschat-slot\"><button type=\"button\" class=\"dschat-ask\" data-dschat aria-haspopup=\"dialog\" hidden><span class=\"dschat-av\" aria-hidden=\"true\"><img alt=\"\" src=\"https:\/\/doll.shop\/wp-content\/uploads\/2026\/09\/lotte-berg-1-150x150.jpg\" width=\"44\" height=\"44\" loading=\"lazy\" decoding=\"async\"><i class=\"dschat-dot\"><\/i><\/span><span class=\"dschat-txt\"><span class=\"dschat-title\">Posez votre question \u00e0 Lotte<\/span><span class=\"dschat-sub\">Pas en ligne pour le moment \u00b7 nous r\u00e9pondons d\u00e8s que le service client est de retour<\/span><\/span><span class=\"dschat-ico\" aria-hidden=\"true\"><svg viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><path d=\"M21 12a8 8 0 0 1-8 8H7l-4 3V12a8 8 0 0 1 8-8h2a8 8 0 0 1 8 8z\"\/><path d=\"M9 12h6M9 9h4\"\/><\/svg><\/span><\/button><\/div><script>(function(){var s=document.currentScript,el=s&&s.previousElementSibling,H={\"tz\":\"Europe\/Amsterdam\",\"d\":{\"1\":[\"08:30\",\"17:00\"],\"2\":[\"08:30\",\"17:00\"],\"3\":[\"08:30\",\"17:00\"],\"4\":[\"08:30\",\"17:00\"],\"5\":[\"08:30\",\"17:00\"]},\"c\":[]};if(!el)return;try{var p=new Intl.DateTimeFormat('en-GB',{timeZone:H.tz,weekday:'short',hour:'2-digit',minute:'2-digit',year:'numeric',month:'2-digit',day:'2-digit',hour12:false}).formatToParts(new Date()),o={};p.forEach(function(x){o[x.type]=x.value});var d=H.d[{Sun:0,Mon:1,Tue:2,Wed:3,Thu:4,Fri:5,Sat:6}[o.weekday]],t=o.hour+':'+o.minute;if(!d||H.c.indexOf(o.year+'-'+o.month+'-'+o.day)>-1||t<d[0]||t>=d[1])el.hidden=true}catch(e){}})();<\/script><a class=\"btn btn--secondary btn--lg\" href=\"https:\/\/doll.shop\/fr\/contact\/\">Contact<\/a><\/div>\n<\/section>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Accueil Service client Service client Tout ce que tu veux savoir avant et apr\u00e8s ta commande, au m\u00eame endroit. Ta question n\u2019y figure pas ? Ouvre le chat ; les jours ouvr\u00e9s, nous r\u00e9pondons sous une heure. De notre propre stock notre propre entrep\u00f4t aux Pays-Bas en Europe. Command\u00e9 un jour ouvr\u00e9 avant 14 h [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-835","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/doll.shop\/fr\/wp-json\/wp\/v2\/pages\/835","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/doll.shop\/fr\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/doll.shop\/fr\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/doll.shop\/fr\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/doll.shop\/fr\/wp-json\/wp\/v2\/comments?post=835"}],"version-history":[{"count":4,"href":"https:\/\/doll.shop\/fr\/wp-json\/wp\/v2\/pages\/835\/revisions"}],"predecessor-version":[{"id":5583,"href":"https:\/\/doll.shop\/fr\/wp-json\/wp\/v2\/pages\/835\/revisions\/5583"}],"wp:attachment":[{"href":"https:\/\/doll.shop\/fr\/wp-json\/wp\/v2\/media?parent=835"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}