YOUR QUESTIONS – COVID 19
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 the orders during the lockdown period?
The order preparation times are not impacted thanks to the logistics team which remains mobilized by scrupulously respecting all the measures barriers to ensure you a delivery in the best conditions.
Is it possible to contact customer service during a period of lockdown?
Yes, our customer service remains at your disposal from Monday to Friday on firstname.lastname@example.org to answer your questions within 24 to 36 hours. You can also consult our FAQ page with frequently asked questions.
What delivery methods are available during the lockdown period?
Home delivery with our carriers GLS, Chronopost and DHL is ensured in compliance with health measures.
Are the delivery times impacted by the lockdown?
Our delivery times are not extended. We make every effort to ensure that your order reaches you as soon as possible, however, please note an additional delay for pre-ordered items, as well as during the launch period of a new collection.
I had to change my address with lockdown, how can I change my delivery address if my package is still on the way / in preparation?
Contact our customer service on email@example.com, it will be at your disposal to help you change your address.
Are international deliveries impacted?
Our delivery times are not extended. We make every effort to ensure that your order reaches you as soon as possible, however, please note an additional delay for pre-ordered items, as well as during the launch period of new collections.
How do I exchange my product?
We exchange items within 15 days of receipt. Should you encounter any difficulty in returning it, please do not hesitate to contact our customer service department firstname.lastname@example.org . You can also make a request directly via our website.
What are the procedures for returns during the lockdown period?
You have 15 days to change your mind and return the item to us in its original condition. Should you encounter any difficulty in returning it, please do not hesitate to contact our customer service department email@example.com .
Are repayment terms impacted with lockdown?
No, the refund is made within 15 days from the date on which the return was received by our warehouse if all the conditions mentioned in the return procedure are met.
Will I get a refund if I make a return within this period?
Yes, 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.
Has my order been accepted ?
After your payment has been accepted you will be redirected to a page confirming your payment. You will then receive a confirmation email which will include the details of your order. If you do not appear to have received this email, we advise you to check in your spam email. If needs be, we ask that you contact customer services indicating the date and the sum of the order.
What should I do if I haven’t received my order yet?
Login to your parisienne-et-alors account to check that your order has been accepted. You will find your order status in your account dashboard. Click on your order tracking number and you will be redirected to the website of the delivery service provider you have chosen, to track your package. If after 10 working days you have still not received your order, contact the delivery service provider, with your order tracking number to hand.
Can I cancel my order after I have placed it?
Once the email with confirmation of your order has been sent you will no longer be able to cancel your order. However, it is possible for you to return items once you have received them for a refund. We will not cover the delivery costs for your returned items.ge.
I have an incorrect item/size in my order. What should I do ?
In the event of receiving the wrong item, please contact out Customer Services team with your order number and the incorrect item’s name and product number. Then, we’ll give you a return number to proceed to return a tour charge.
There is an item missing from my order. What should I do ?
Check the condition of your package. If the package shows any signs of damage please send a photo to our Customer Services team so we can make an inquiry with the delivery service provider. If your package is not damaged but you are nevertheless missing an item, please do not hesitate to contact our Customer Services team.
What do I do if I receive a faulty item ?
Parisienne et Alors pays great attention to the quality of our products. If, however, despite all of the quality controls carried out, an item appears to be faulty, we ask kindly that you send a photo of the faulty item(s) to our Customer Services team. If the product is deemed to be faulty by our Customer Services team, we send you a return number to proceed to return at our charge. We’ll send you a fresh piece as soon as we get your defective product. In case this product is no more available, we refund you immediately.
Do I need to create an account to place an order with you ?
What should I do if I am unable to login to my account ?
If your email address or password are not recognized: Be sure to use the email address and password that you provided when you created the account. If you are unable to remember your password, click on « Forgot your password ? » on the login page. We’ll send you an email with a link that will allow you to create a new password for your account. If after this you still can’t sign in, contact our Customer Services team.
What if I am not receiving your emails or newsletters ?
To receive our emails and newsletters, you have to fill in your e-mail address into « Suscribe to our newsletter »
I would like to send a gift.
Each item is packed with paper silk, placed into a tote bag in cotton, without price tag. It will surely make your friend happy to receive it from you. You just have to mention a different delivery adress.
The item I want is currently out of stock. Will the stock be replenished ?
If the item you want is out of stock but scheduled to be reordered, you can pre-order it from the product page and click on « pre-order ».
Is there a shop or a show-room Parisienne et alors where I can try on and see the items ?
Parisienne et Alors is an e-shop, we do not have any place where you could see our collections. Nevertheless, you’ll find a size guide under the section « product »
PAYMENTS AND DISCOUNTS
Need some help with your discount code ?
To use your discount code: Login to your account. The discount code will be requested in the shopping cart.
How do I pay for my order ?
We only accept payment via Paypal, Visa, Mastercard and Carte Bleue.
After I have confirmed my order, when will the money be debited from my account ?
Once your order has been accepted and processed, and following authorization from your bank, the money will be debited from your account.
Is the payment secured ?
The payment is 100% secure. All transactions which take place on www.parisienne-et-alors.com are secured by the Payplugpayment system. All the information exchanged in order to process the payment is encrypted by SSL. This data cannot be detected, intercepted or used by others. It is not stored on our computer systems either. When you are asked to enter your credit card number, you can verify that you are in a secure area thanks to a number of security features in your browser. You can easily identify these areas because of an address beginning with https and containing "secure.ogone.com", as well as a closed padlock or an unbroken key displayed at the bottom of the browser. For your security, Payplug’s system checks that the connection used by your browser is secure before sending your financial information. Payplug is a technical service provider, and does not handle any issues with payments. Any issues with your payment must be directly settled on www.parisienne-et-alors.com or through your bank. In addition, we now have 3D security which serves as a fraud prevention method by verifying the identity of the cardholder. As well as your long card number, expiry date, and security code (3 numbers printed on the back of your card) we will ask that you enter a password, your date of birth or single use code.
What if I paid with my credit card/debit card and I didn’t receive the confirmation email ?
If your payment was processed and you haven’t received an email confirming your order within 5 minutes, check that the email is not in your spam. The bank verification can sometimes take a little longer (security procedures) when the request is not immediately authorized and has to be validated manually.
Will my bank details be stored ?
No banking information is stored on our website. Your bank details are entered directly on a secure server managed by Payplug, our technical and financial service provider. The bank details that you give are encrypted on your personal computer, and will never circulate unencrypted around the web.
How can I contact the customer service ?
Par mail à firstname.lastname@example.org