FAQ

YOUR QUESTIONS - COVID 19 CONTEXT

Can we continue to place orders on your site?
Yes, our e-shop remains open and continues to deliver to your home.

How long does it take to prepare orders during the lockdown period?
Order preparation timesarenot impacted thanks to our logistics team which remains mobilized by scrupulously respecting all barrier measures to ensure delivery in the best conditions.

Is it possible to contact customer service during the lockdown period?
Yes, our customer service is available from Monday to Friday on customer@parisienne-et-alors.com to answer your questions within 24 to 36 hours. You can also consult our FAQ page for frequently asked questions.

What are the delivery methods available during the lockdown period?
Home delivery with our carriers GLS, Chronopost and DHLisensured in compliance with health measures.

Are the delivery times impacted by the containment ?
Ourdelivery times are not lengthened. We do everything possible to ensure that your order reaches you as soon as possible, however, please note that there is an additional delay for pre-ordered items and during the launch of a new collection.

I had to change my address with the containment, how can I change my delivery address if my package is still on the way / in preparation?
Contactour customer service on customer@parisienne-et-alors.com, they will be happy to help you change your address.

Are international deliveries affected ?
Ourdelivery times are not extended. We do everything possible to ensure that your order reaches you as quickly as possible, however, please note that there will be an additional delay for pre-ordered items, as well as during the launch of a new collection.

How do I exchange my product?
Weexchange items within 15 days of receipt. If you have any difficulty in returning it, please contact our service clientcustomer@parisienne-et-alors.com. You can also make a request directly via our website.

What are the terms of return during the lock-up period?
Youhave 15 days to change your mind and return the item in its original condition. If you have any difficulty in returning it, please contact our customer service customer@parisienne-et-alors.com

Is the refund time impacted by the containment?
No, the refund is made within 15 days from the date the return was received by our warehouse if all the conditions mentioned in the return procedure are met.

Will I be refunded if I make a return during this period?
Yes, the refund is made within 15 days from the date the return is received by our warehouse if all the conditions mentioned in the return procedure are met.

ORDERS

Has my order been taken into account? Upon acceptance of your payment, you are redirected to a payment confirmation page. You will then receive a confirmation email summarizing the details of your order. If you have not received this email, please check your spam folder. If you have not received the email, please check your spam folder and contact our service department with the date and amount of the order.

I still haven't received my order, is this normal?

Check that your order has been processed by logging into your Parisienne-et-alors account. You will find the status of your order in your order history. By clicking on the tracking number of your order you will be redirected to the website of the service provider you have chosen to track your package. If after 10 working days you have not received anything, contact our customer service with your tracking number.

Is it possible to cancel my order?

Once you have received the order confirmation email, you cannot cancel your order. However, you can return the items after receiving them for a refund. You will be responsible for the return shipping costs.

What should I do if I have received an incorrect item/size?

If you receive an incorrect item, please contact our customer service department, indicating your order number and the problem you encountered. We will then give you a return number to enable you to proceed with the return.

What should I do if an item is missing from my order?

Check the condition of your package. If it is damaged, send a photo to the customer service to open an investigation with the provider. If your package is not damaged and you are missing an item, please contact our customer service.

What to do if I received a defective item ?

Parisienne-et-alors pays the greatest attention to the quality of its products. If however, a defect is to be reported, we invite you to report this problem upon receipt of the product by sending a photo to our customer service. If the product is validated as defective by the customer service, we will send you a free return form. Parisienne will then take care of the return shipping costs. We will send you a conforming part of the ordered item as soon as we receive your defective item. In the event that the item is no longer in stock, we will proceed with its immediate refund.

Do I have to create an account to order with you?

Not necessarily.

What if I don't receive your emails and newsletters?

You can enter your email address in the field at the bottom of the page, under the heading "Receive our invitations".

How can I unsubscribe from the Parisienne-et-alors newsletter ?

I want to send a gift

Each product is delivered under silk paper, in a cloth "tote bag" without price tag, it will make an excellent gift. For this, you must indicate the delivery address different from the billing address.

The item I am looking for is out of stock. Will it be restocked?

If the item you are looking for is out of stock but will be restocked, you can pre-order it by clicking on the "pre-order" button on the product page, and then let us guide you to the payment.

Do you have a Parisienne-et-alors store or a showroom to try on clothes?

Parisienne-et-alors is an online store, we don't have a place for you to try on the clothes. Please note that a measurement chart and a size conversion chart are available under the "Product" section.

PAYMENTS AND DISCOUNTS

Need help with your discount code?

To use your discount code: log in to your account. The discount code will be requested in the shopping cart of your order.

How do I pay for my order?

We accept payment via Paypal, credit card, Visa and Mastercard.

After validating my order, when will I be charged?

Once your order is validated and after authorization from your bank, your account will be debited.

Is the payment secure ?

The payment is 100% secure. The transactions made on www.parisienne-et-alors.com are secured by the payment system of our partner Payplug. All the information exchanged to process the payment is encrypted thanks to the SSL protocol. This data cannot be detected, intercepted or used by third parties. It is not stored on our computer systems either. When you are asked to enter your credit card number, you can check with your browser that you are in a secure zone. These areas are identifiable by the address that begins with https and by a closed padlock or a key at the bottom of your browser. For your security, the Payplug system checks that the connection with your browser is secure before sending your financial data. Payplug is a service provider, and does not take care of any disputes related to orders. These must be settled directly with Parisienne et alors or with your bank. Moreover, we have the 3D secure which allows us to avoid fraud by verifying the identity of the owner of the credit card. In addition to the credit card number, the expiration date of the card and the three-digit security code (printed on the back of the card), we will ask you to enter a password, your date of birth or a dynamic one-time code.

I paid by credit card and did not receive a confirmation email?

If the credit card payment worked and you did not receive an order confirmation email within 5 minutes of placing your order, check that the email is not in your spam folder. Bank verification sometimes takes a little longer (security procedures) so the order is not immediately authorized and must be validated manually.

Are my banking details kept?

No banking information is stored on our site. Your bank details are directly entered on the secure server of our partner Payplug. The banking information you give, encrypted on your own computer, will never circulate in clear on the Internet.

CUSTOMER SERVICE

How can I contact the customer service ?

By mail at customer@parisienne-et-alors.com