UNIQUE FASHION AND ACCESSORIES FROM AROUND THE WORLD

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FAQ

  1. How long does delivery take and how much it will cost?

  2. How can I track my order?

  3. How do I return or exchange a product?

  4. In the case of return product, will I get the whole amount of product price?

  5. Can I change my shipping address after my order has been dispatched?

  6. How much duties and taxes will I have to pay?

  7. How do I delete my CarnetDeMode.com account?

  8. How can I choose the currency I pay in?

  9. Do I need to set up an account to place an order?

  10. What do I do if I have questions regarding my bill?

  11. How can I leave or correct a feedback?

  12. In which case do I need an account?

  13. Will my personal information be kept private?

  14. Can I buy safely on CarnetdeMode.com?

  15. I've forgotten my password - what should I do?

  16. How do I modify my account details?

  1. How long does delivery take and how much it will cost?
    CarnetDeMode.com works as a marketplace. When you place an order, you'll receive your item directly from the designer's studio or boutique through the safest, most suitable and cost efficient shipping service. The shipping service is chosen by the designer. The designer's studio location (city and country) is displayed on the product page. The delivery address, weight and volume of your article determine the cost of shipping. Estimated shipping cost and time delivery are displayed on the product page together with the location of the designer's studio of boutique. When ordering from several designers, delivery costs will be charged for each shipment. When ordering several articles at the same time from the same designer, delivery fees won't be added. Tip: From time to time, we offer promotional or trial shipping rates. For details on these rates, please refer to the promotional banners and communication. Shipping services usually work during office hours and they may require your signature to attest the successful delivery of your parcel, we suggest having your orders delivered at your workplace. We also recommend you to avoid PO Box addresses for security reasons.

  2. How can I track my order? The
    delivery status of your order is available in real-time on "My Account /
    Orders & Returns". Follow all stages: In delivery, Processed, Open, Complete, To be Confirmed, Cancelled.

    You can also go on the selected carrier's website to view and monitor
    the status of your shipments, by inserting the tracking number supplied.

    In the unlikely event that we encounter a problem when processing your
    order, you will receive an email detailing the problem and possibly
    requesting further information.


    When you place an order, three (3) quick steps will follow. No worries, you do not need to do anything!

    1. You will receive a 1st email acknowledging receipt of your order.

    2. A second email will shortly follow to confirm your product
    availability. The designer or the boutique directly validates this step.

    3. A third and last email will be sent to confirm your product shipment along with tracking information.

  3. How do I return or exchange a product? Should a part or all of your order not suit you, you have to send us a
    return request and return the item within 14 business days from the date
    of delivery. If you return the item beyond this period, the designer
    has the right to refuse the return, and to send you back the shipment.


    To return an item, please follow the following three (3) easy-quick steps:

    1. Go on your "My Account page / Orders & Returns", select the product's order you want to return or exchange and click 'Return' button.

    2. Select the reason of your return or exchange

    3. Confirm your return or exchange request by clicking on the "Submit My Request" button. You will automatically receive an email
    notification with the address of return for your item(s).

    Please Note that you will be able to click on the button, only if your order has been shipped and delivered.

    Note that all returns and exchanges are directly sent to the designer's
    studio or boutique. Final confirmation of return and exchange is upon
    designer or boutique's approval.


    To prepare your return shipment:

    - Choose a standard package, or use the original box, place the unworn or undamaged product inside

    - Insert in the package the copy of the order's invoice. You can get a
    copy of it under "My Account / Orders & Returns by clicking on the "Print Receipt" button, located at the top right of the order.

    Or, if you can't print, indicate on a blank sheet of paper your full
    name, your order number, the name of the article, the address of the
    designer and the reason for return.

    You are responsible for the products' return until the designer receives
    it. Please be sure to pack the returned items properly, in order to
    avoid any damage. We are not responsible for items that are returned to
    designers by mistake.

  4. In the case of return product, will I get the whole amount of product price? Refund includes the value of the product minus the shipping cost.
    Returned products are always checked first by the designer, if they meet
    the mandatory criteria, the refund claim will be acknowledged.

    If you have chosen to pay with Credit Card or PayPal: your bank account
    will be credited within 3 to 8 days after the designer has received the
    item. Refunds are provided by our payment partners PayPal and BNP
    Paribas, secured payment leading solutions providers.

    For hygiene reasons, intimate items (lingerie, swimwear, etc.) cannot be
    returned unless they are defective or returned in their original
    packaging.

  5. Can I change my shipping address after my order has been dispatched? Once your order has been dispatched by the designer or the boutique, we
    are unable to redirect your delivery to another address. To avoid any
    delays in receiving your order, we suggest that you provide a suitable
    shipping address such as workplace.

  6. How much duties and taxes will I have to pay? In some countries and for orders exceeding certain amounts, customs or
    import duties are charged once the parcel reaches its destination
    country. These charges must be paid by the recipient of the parcel (this
    also applies to retail & wholesale customers).

    Unfortunately, we have no control over these charges, and cannot tell
    you what the cost would be, as customs policies and import duties vary
    widely from country to country. It might be a good idea to contact your
    local customs office for current charges before you order. You can also
    estimate your Duty and VAT fees using the following calculator:
    http://dutycalculator.com

  7. How do I delete my Carnetdemode.com account? If for some reason you decide to leave our community, please send a
    request to Customer Care service at support@carnetdemode.com, and we
    will remove all your information from our system.

  8. How can I choose the currency I pay? The currency will be automatically set up by the country's currency you are
    in, as our site detects your location. You can also modify the currency
    by selecting the currency and country tab at the top left of the website.
    Please note that "$" always refers to "US Dollars". If you pay with a
    Credit Card or with PayPal, you will be charged the Euro amount
    converted into your currency using the current rate of exchange, plus
    possible fees from your bank.

  9. Do I need to set up an account to place an order? You can browse the entire site without having to create an account.
    However, an account is mandatory at the check-out step before confirming
    your payment. Thanks to this account, you can track your orders, review
    your order history, request for a return or exchange directly from your
    account, add sold out items and products you love to your wish-list. By
    following designers or boutiques, you will get a preview of her/his new
    collections. Finally, you will also have the option to save your
    address and card details, so you can shop even quicker next time!

  10. What do I do if I have questions regarding my bill? You can contact our customer care service at support@carndetdemode.com.

  11. How can I leave or correct a feedback? To leave a feedback, you need an account on Carnetdemode.com.

    You will find items awaiting your feedback at My CarnetDeMode.com >
    Feedback. You have a time frame of 90 days following the transaction
    date to leave feedback. After that, the ability to leave feedback
    expires.

    Feedback can be changed by mutual agreement between both parties. If you
    have mistakenly left negative or positive feedback for the wrong
    person, you can contact support to resolve the issue. There are a few
    other instances in which Carnetdemode.com reserves the right to remove
    feedback, please see our Terms and Conditions for further details.

  12. In which case do I need an account? You can browse the entire site without having to create an account.
    However, an account is mandatory at the check-out step before confirming
    your payment.

    Creating an account is only 30 seconds long.

    The account allows you to track your orders, review your order history,
    request for a return or exchange directly from your account, add sold
    out items and products you love to your wish-list. By following
    designers or boutiques, you will get a preview of her/his new
    collections.

    Finally, you will also have the option to save your address and card details, so you can shop even quicker next time!

  13. Will my personal information be kept private? We guarantee that all personal data will be kept private and
    confidential. We will never give out any of your personal data without
    your authorization. For further details, check the Carnetdemode.com's
    Terms & Conditions.

  14. Can I buy safely on CarnetdeMode.com? Yes, you can buy safely on Carnetdemode.com. We work with the best and
    safest payment partners worldwide. With them, we handle the payment and
    act as an intermediary between yourself and the designer.


    You can rest assured that we will always be around to help in the uncommonly event that something goes wrong.

  15. I've forgotten my password - what should I do? To reset your password, follow the "Forgot password's instructions on the Sign In page. Then follow instructions.


    Note that for security reasons we are unable to send your old password via email.

  16. How do I modify my account details? You can change your email address, name, password and shipping addresses
    by visiting "My Account" / "HOME" section, while connected with
    your account.

    If you've forgotten your password, please refer to section "I've forgotten my password - What should I do?"

    Your email address is our primary mean of contacting you with important
    information about your account and orders. Please keep it up to date at
    all times. Note that an email address can only be associated with one
    single Carnetdemode.com account.


    Shipping addresses can be added, modified or removed by visiting "My
    Account" / "HOME" section. You can also edit your shipping
    information at check out.