Order Tracking
Enter your order number and checkout contact to see the latest delivery status.
Track my order at CheveuxDeLor: everything from confirmation to your doorstep
Your hair treatment, your palette or your nail kit is on its way, and you would like to know where it is. That is exactly what this Track my order page is for: enter your order details in the form above and you will see its progress straight away. Below, we also explain plainly how CheveuxDeLor prepares and ships your parcels.
It all starts with an order confirmation email, usually sent within an hour of payment. Your order then moves into preparation. As soon as it is handed to the carrier, you receive a second email with your tracking number and the number of parcels sent. Allow around 48 hours before the first tracking details appear: that is how long the carrier needs to register your shipment. If you have an account, you will also find this information under My account, in the "Order tracking" section of "Account options".
Products chosen with care
Hair, make-up, skincare, manicure and pedicure, body care: we keep our range deliberately focused. Every product comes from a network of manufacturing and logistics partners we have tried and tested, and we deliver it to you direct.
We also have one simple rule: tell things as they are rather than oversell. We are a small team, we read every message that reaches us, and if something is not right with your order, we look at your situation case by case.
Every order prepared with care
A beauty product should reach you in good condition. We prepare each order with care: before handing your parcel to the carrier, we check that it matches what you chose and that it is packed to travel well.
- Hair and body care: bottles and jars closed tight and wedged in place, to limit the risk of leaks on the way.
- Make-up: the shades and items you ordered, protected from knocks.
- Manicure and pedicure kits: the kit you chose, packed in its case.
- Packaging: padding suited to bottles and fragile items, designed for a long journey and for the heat.
If, despite that care, an item arrives damaged or not as described, contact us and we will put it right with you.
Preparation times and busy seasons
Normally, your order is prepared within 1 to 2 working days of your confirmation email, excluding weekends, public holidays and sale periods. We ship quickly, but rarely on the same day.
If you pay cash on delivery, we call you the same day you order to confirm it and agree the delivery day with you. Keep your phone close that day.
Some times of year are busier, and we would rather tell you in advance: the Christmas and New Year holidays, Tabaski (Eid al-Adha), Ramadan and Eid al-Fitr, wedding season, back-to-school and the sales. Orders pour in and carriers are stretched too, so preparation can take a little longer. Our advice: for a special hairstyle, a ceremony make-up look or a gift, order a few days earlier than usual.
Delivery, region by region
We deliver across West and Central Africa. Delivery is free to Senegal and Côte d'Ivoire. Elsewhere, your zone rate applies: 2,500 FCFA in the other UEMOA countries, with free delivery on orders of 50,000 FCFA or more, 4,000 FCFA for the CEMAC zone, Nigeria and Ghana, and 5,000 FCFA for the DR Congo.
As a guide, once your parcel has shipped, standard delivery takes around:
- 3 to 7 days for West Africa (UEMOA zone);
- 5 to 10 days for Central Africa (CEMAC zone), Nigeria and Ghana;
- 7 to 14 days for the DR Congo.
These are estimates, not guarantees: they depend on stock, carrier availability and the carrier's coverage area. If nobody is in to receive the parcel, the carrier leaves a delivery notice, and two attempts are made before the parcel returns to our warehouse. Rates, conditions and special cases are set out on our Delivery information page.
Your loyalty, rewarded
Every order you follow here can also earn you points. Joining our programme is free and your points start adding up from your very first purchase. You also earn them by creating an account, writing a review or referring a friend. Three tiers, Silver, Gold and Platinum, bring practical benefits, and your points do not expire as long as your account stays active. Spend them at checkout whenever you like. You will find all the details on our Loyalty programme page.
A question or a problem? We are here
If something on the Track my order page leaves you puzzled, or for any other question, email us at support@cheveuxdelor.com or use our Contact us page. Always include your name and order number: it helps us reply much faster.
To make a formal complaint, go to our Complaints page. Complaints handled by our contact centre are usually resolved within 3 working days. To send an item back, contact us first and we will give you the return instructions and address. The conditions are set out on our Returns and refunds page.
Frequently asked questions
I haven't received my tracking number yet. Is that normal?
Yes, while your order is still being prepared. Your tracking number is emailed to you when the parcel ships, usually 1 to 2 working days after confirmation, a little longer in busy periods. Check your spam folder, then come back to Track my order with that number. If nothing arrives, write to us through our Contact us page and we will send it to you.
My tracking hasn't moved for several days. What should I do?
Tracking details take around 48 hours to appear after shipping, and some stages of the journey are not scanned straight away, especially at border crossings. So tracking that stands still for a few days does not mean your parcel is lost. If it goes on, contact us with your name and order number and we will check with the carrier for you.
Why is my order arriving in several parcels?
In most cases, everything arrives together. But if one of your items is waiting to be restocked, we ship the rest without delay and send the delayed item as soon as it is back in stock. Your tracking email always states how many parcels have been sent.
The delivery address is wrong. Can I change it?
Yes, as long as the order has not been prepared and is still in our warehouse. If you have an account, sign in and choose "Delivery address" in the left-hand menu. If you don't, email support@cheveuxdelor.com as soon as possible. Once the parcel has left us, we can no longer change anything and the request has to go directly to the carrier.
What happens if nobody is home when the parcel arrives?
If the parcel cannot be left somewhere safe, the carrier leaves a notice showing the time of the attempt. Two attempts are made before the parcel comes back to our warehouse. If in doubt, get in touch.
Why does my order take longer over the holidays or Tabaski?
Over the year-end holidays, Tabaski, Eid al-Fitr or wedding season, orders rise sharply and carriers run at full capacity. Public holidays do not count towards preparation time either. To get your products in time, order a few days earlier and check our delivery information.
My item arrived damaged or isn't what I ordered.
We are truly sorry. Email support@cheveuxdelor.com with your order number and a description of the problem, plus a photo if you can, and we will take it from there. Please do not send anything back before we reply: we will tell you what to do. The return conditions are explained on our Returns and refunds page, and if our answer does not satisfy you, you can turn to our Complaints page.