Frequently asked questions


1. How do I know if my order has been taken?

As soon as your order has been validated, you will receive an initial confirmation e-mail.

2. How long does it take to process my order?

Most of our orders are shipped within 48 hours. However, this period can sometimes be extended, particularly in the event of a temporary work overload or during the holiday period.

3. How do I track my order?

As soon as your order has been dispatched, you will receive a tracking link by e-mail which will direct you to the carrier's website.


4. What are the payment methods?

Payment must be made by credit card.


5. What are the delivery times?

The delivery time depends on the delivery method and the location. 

6. Where do you deliver?

We deliver throughout France and to the following countries: Andorra, Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Poland, Portugal, Romania, San Marino, Slovakia, Slovenia, Spain, Sweden and Turkey.

7. What should I do if I have not received my order?

Once it has left our warehouse, your package is scanned by the carrier so you can follow each step of its delivery. If the status of your package remains unchanged for more than 48 hours, you can send us a message and we’ll ask the carrier about the inactivity.


8. Do I have a withdrawal period?

Yes, there is a legal 14 day cooling off period for consumers to return an item purchased online.

9. How do I return my order?

You can request the return of your order by contacting our Customer Support department in English or French and providing your proof of purchase and bank details for the refund.

Within a few days you will receive an RMA (Return Merchandise Authorization) by email to be printed and placed in your parcel as well as a return shipping label to be stuck on it. You can then drop it off at any post office. 

10. How long does it take to get my money back?

After receipt of your package in our warehouse, the refund will be made by Mainbot France by transfer to your bank account within 14 working days.


11. What should I do if I can't get my Winky robot to work?

You can contact our help centre: 

Winky Help Centre (French) 

Winky Help Centre (English) 

12. How do I contact the after-sales service?

You can contact our Customer Service by filling in the following form: 

Winky support form (French) 

Winky support form (English) 

Our Customer Support team, based in France, endeavours to answer all queries in French or English within 1 to 3 working days.