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Customer service

Where is my order ?

Your order number will be listed in the shipping email. You will be able to track your package only after it has been shipped. Enter your order number in the track my order section. Deliveries are made between 8 a.m. and 9 p.m. It may happen, in rare cases, that our deliveries are delayed due to unforeseen circumstances. They will arrive the next day in most cases. Need help ? Contact us at the following address info@olenaparis.com

Delivery times & options

WHERE DO YOU DELIVER? Delivery is possible in the following countries: United States, United Kingdom, Canada and worldwide. Secure home delivery. WHAT ARE THE DELIVERY TIMES ? Delivery times depend on your place of residence. Your package is generally dispatched within 24 to 48 hours maximum and delivered in 5 to 10 working days in Metropolitan France. COVID-19: An additional period of 1 to 4 working days is potentially applicable following hygiene measures restricting the efficiency of postal services. HOW MUCH IS SHIPPING ? Delivery costs vary from country to country and depending on the type of delivery selected. For example, standard shipping is free in the United States.

How can I pay for my order?

We accept the following payment cards: Visa, Visa Debit, MasterCard, Maestro and American Express. We also accept payment via PayPal, Klarna, gift cards and prepaid debit cards. Note: All payments must be made online at checkout. We do not have the ability to place an order on your behalf. When you reach the final payment page, we will immediately contact your bank or card issuer to obtain authorization to collect the payment from your account.

Can I cancel or modify my order?

As soon as you place an order, we work as quickly as possible because speed matters! Unfortunately, this also means that we will be unable to change your order as it will already be being processed in our warehouse (literally seconds!). In this case, you will need to place a new order and return all unwanted items.

My tracking section indicates that my package has been returned to the sender

Our carrier was unable to deliver your order (you were absent at the time of delivery or they were unable to find the entrance to your property). If your package tracking indicates that your package is being returned to us, please wait for it to reach us and you will get a refund. In principle, a refund can take up to 21 days: 14 days for the package to reach our warehouse followed by 7 days for the refund to reach your bank account. If our carrier was unable to deliver your package, please check their application. Most carriers give you the option to enter specific instructions or preferences for delivery location (to a neighbor or to a particular location). There is also the Click & Collect option which may be an option for your future deliveries.

Returns Policy

RETURNS ---- Our policy lasts 14 days. If 14 days have passed since your purchase, unfortunately we cannot offer you a refund or exchange. Reimbursement can only take place if the item is returned, even before 14 days to protect us from abusive requests from customers who have received the products. Return costs are the responsibility of the customer. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To make a return, you must present us with a receipt or proof of purchase. There are certain situations where only a partial refund is granted: (if applicable) * Any item that is not in its original condition, is damaged or has certain parts missing for reasons not due to our error. * Any item that is returned more than 14 days after delivery. Refunds (if applicable) Once we have received and inspected the returned item, we will send you an email to confirm that we have received it. We will also notify you of our decision to approve or reject your refund request. If your request is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain number of days. Late or missing refunds (if applicable) If you haven't received your refund yet, please check your bank account again first. Next, contact your credit card issuer, as there may be a delay before your refund is officially posted. Then contact your bank. There is often some processing time required before a refund is posted. If after completing all these steps, you still have not received your refund, please contact us at info@olenaparis.com Sale items (if applicable) Only regular priced items can be refunded. Unfortunately, sale items are non-refundable. Exchanges (if applicable) We replace an item only if it is defective or damaged. If in this case you wish to exchange it for the same article, send us an e-mail to info@olenaparis.com; Gifts If the returned item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit equal to the value of your return. Once we have received the returned item, a gift certificate will be mailed to you. If the item was not identified as a gift when purchased, or if the gift giver preferred to receive the item first and give it to you later, we will send a refund to the gift giver and he will know that you have returned the item. You will be responsible for paying your own shipping costs to return your item. Shipping costs are non-refundable. If you receive a refund, the return shipping costs will be deducted from it. Depending on where you live, the time it takes to receive your exchanged product may vary. If you are shipping an item worth more than $75, you should consider using a delivery service that allows you to track the shipment or purchase delivery insurance. We do not guarantee that we will receive the item you return to us.

I received an incorrect item, what can I do?

We'll get it fixed for you ASAP, just go to the Contact Us selection. When sending a message, please include the following information: Your name. Your order number. The name + the code of the item ordered. The name + the code of the item received. The photo of the product received in error as well as a description of the latter. You will not be able to attach an image of the item received at this time, but make sure you have one ready to send as soon as you receive a response from us. Please wait until you have spoken to our customer service team before sending the items back so that we can get the correct ones back to you as soon as possible.

Can I make an exchange rather than receive a refund?

Unfortunately, we do not offer exchanges. Simply return your items and order a replacement. Your refund will be issued once we have received your order.

I can't find the refund on my bank statement

Your refund may appear in different places depending on your payment method. If you paid using your card or ApplePay, it may take up to 7 days for the refund to appear in your account. For some banks and credit cards, your refund may appear in the same location as the original order. It even happens that it is displayed in the same place as the transaction. If you paid using PayPal, it may take up to 48 hours from the time you receive the email confirming your refund to the time the refund appears in your account. If your bank account is linked to your PayPal account, it may take up to 14 days for the refund to reach you. These are PayPal processing times.

Payment issues

If an error message is displayed at the time of payment, please check first that the details entered at the time of payment are correct. If your debit card or credit card was declined at checkout, please check to see if the card is expired, out of date, or if the billing address entered on the site is different from your card. If this does not help, please consult your bank or credit card company. If you use PayPal, please contact them directly to understand why the payment was declined. If you encounter any other difficulties during payment, please contact us with the following information: - What operating system you are using (ex: iOS, Android, Windows Vista, Mac OS X) - Which internet browser you use or tell us if you use the application (ex: iOS, Android, Windows Vista, Mac OS X) -What payment method you are trying to use (ex: PayPal, Visa) -A description of the problem encountered and the time the problem occurred - If there is an error message, please include it in your message

How to use a coupon code ?

Enter your code in the "Use promo code" box on the payment page and click "Apply". It's as simple as that !

Promotions & réductions

Nous avons rĂ©guliĂšrement des offres promotionnelles sur notre site Veuillez entrer le code promo lors du passage en caisse et assurez-vous qu’il soit exactement le mĂȘme que sur le site. Si vous avez du mal Ă  entrer le code promo, veuillez vĂ©rifier les points suivants : - Est-ce que le code promo que vous cherchez Ă  appliquer n’est plus valide ? Certaines de nos offres promotionnelles sont limitĂ©es dans le temps. - Veuillez faire en sorte d’appliquer le code avant que la promo touche Ă  sa fin pour s’assurer qu’il soit valide ; Seulement un seul code peut ĂȘtre appliquĂ© sur votre commande. - Si vous avez dĂ©jĂ  entrĂ© un code promo, il sera impossible d’en ajouter un autre Ă  votre commande ; - Veuillez vĂ©rifier si le code n’exclut pas certains produits : certaines promos ne s’appliquent pas Ă  certains produits et certaines catĂ©gories de notre site ; - Si vous utilisez un code promo spĂ©cial livraison, veuillez vĂ©rifier que vous avez sĂ©lectionnĂ© le bon mode de livraison pour qu’il puisse s’appliquer.

Refunds

In principle, a refund can take up to 21 days: 14 days for the package to reach our warehouse followed by 7 days for the refund to reach your bank account. If you paid for your order with a gift card, store credit or voucher, we will refund you with a voucher of the same value. We'll make sure to let you know when your order is back in our warehouse and again when your refund has been issued.

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