I have several questions about ordering/exchanging/returning/purchasing/etc. Who can I write to?
Write to us at firstname.lastname@example.org. We are here for you!
Is an online customer service (chat) available?
Yes, it is available at the bottom right corner of the screen, under the little bubble. During business hours, an agent is online to answer ALL your questions. Our business hours are Monday to Friday from 9:30am to 5pm. If we are not online when you have a question, contact us on this chat and an email will be sent directly to us. We we will respond to your email as soon as possible. We are currently in a testing phase, so the opening hours are subject to change over the next few days. Do not hesitate to write to us and tell us what hours you would prefer!
How can I be sure that my purchase was processed correctly?
We will confirm the receipt of your order by sending you an email. If you do not receive a confirmation, please contact us at email@example.com
Can I see the status of my order?
Yes, you can see the updated status of your order in real time. To do this, use the tracking number you received in your email confirmation. Click directly on it to see the status of your package in real time.
My tracking number update status says my order was ''delivered," but I did not receive it. What should I do?
You should allow 3-5 business days for an investigation with the delivery company. Sometimes the package will arrive over the following couple of days. You can also contact the shipping company directly with your tracking number.
Can I remove an item from my order?
Yes, you can remove items that you do not want from your shopping cart before you submit your order.
Can I cancel my order?
Yes. If the order has not been shipped, simply write directly to firstname.lastname@example.org and we will proceed with your refund.
I received a gift card or I have a promotional code, how do I apply it?
You will see a field labelled "promotional code" during checkout where you can enter the gift card number or promotional code to apply the discount.
For what reasons can my credit card be refused?
Your credit card may be declined for any of the following reasons:
- Your card has expired. Check the expiry date on your card.
- You may have reached the limit of the amount available on the card. Check with your bank to find out what your remaining balance is.
- One of the details you entered is incorrect. Confirm that you have entered the data correctly in the corresponding fields. Sometimes the postal code associated with the card is not the same as the delivery address. Make sure that the billing address is correct.
Are credit card payments secure?
Yes, the data is transmitted in an encrypted way by SSL. For payment by credit or debit card it is necessary to enter the CVV (Card Verification Value) code. This is a usually a 3-digit code printed on the back of credit cards to secure e-commerce transactions.