TO ACCESS OUR FREQUENTLY ASKED QUESTIONS IN ENGLISH CLICK HERE
FREQUENTLY ASKED QUESTIONS
1. Is your site secure?
Answer: Our site is 100% secure. And to tell the truth, one could even say that it is 200%. Here's why :
First, the site you are visiting is on an HTTPS server (the little green padlock on the left side of the URL of this page is there to remind you).
Most sites only secure their "basket" and everything related to the payment of orders. On this site, ALL PAGES are secure and cannot be hacked or targeted by malware.
Secondly, regarding payment, we use Stripe, which is the reference in terms of Internet transaction security.
In summary, browsing and ordering on Sam & Louloute is 100% safe and secure.
So you can stroll here and there in this colorful shop in peace!
2. I added an item to my cart but my cart says it's empty.
Answer: Our site is compatible with the majority of browsers such as Google Chrome, Safari or Firefox but also on smartphones under Android or Ios. There can sometimes be bugs with certain browsers because the site is not compatible. Try with one of the browsers listed above or with your smartphone.
3. I only received part of my order. Is this normal?
Answer: Everything is fine. It is possible that you may receive your order in 2 packages because if an item is not immediately available in our warehouse in France, we will send it to you later.
4. How soon will I receive my order?
Answer: Delivery is made from our warehouse in France.
The delivery time varies according to the country of destination:
- Standard: 1 - 3 weeks
- Fast: 3 - 7 days
- Express: 1 - 3 days
You can track the status of your order at any time by providing the email address used when ordering and the order number by clicking HERE .
In case of absence during the delivery, the parcel is deposited in your mailbox or in a parcel relay.
If, however, the package arrives damaged, a defect is to be reported, or its non-receipt within the time indicated, Sam & Louloute invites you to report this problem by email email@example.com within 14 days. An investigation is conducted by Sam & Louloute with the carrier and may take several days. During this period, no refund or return can be made. Once the results are known, if the fault is related to the carrier or the manufacturer, the order is replaced or refunded.
Our tents are shipped express (3 - 14 days) from our warehouse in Asia by Fedex or UPS.
5. The item does not meet my expectations, I want to make a return.
Answer : In accordance with article L.121-21-8.3° of the French Consumer Code , from the date of receipt of your package, you have 14 days to change your mind and return the ordered.
Items must be returned in their original packaging, with their label and any accessories, in perfect condition for resale. Incomplete, damaged or visibly used items cannot be returned.
Customizable jewelry and limited editions cannot be exchanged or refunded.
Return costs are your responsibility.
Upon receipt of the return of your order, you will receive a notification email. Sam & Louloute undertakes to reimburse you according to the method of payment used within a maximum period of 14 days.
To find out how to return your order, click HERE .
6. I just placed an order but I want to make a change or cancel it.
Answer: Your order is definitively validated 2 hours after placing it. To modify or cancel your order, simply send an email to Sam & Louloute customer service at firstname.lastname@example.org. You will receive an email notification to confirm the change.
After this time, no changes can take place.
In the case of an incorrect or incomplete address, neither La Poste nor Sam & Louloute can be held responsible for non-delivery. No refund and redelivery will be possible.
We therefore advise you to always check all the data of your order (names, address, articles, etc.) before validating it.
7. I just placed an order but I haven't received a confirmation email.
Answer: Two possibilities. Either the email is in your spam box, or the email address provided is not correct. To change the email address, simply send an email to Sam & Louloute customer service at email@example.com.
8. I wrote you an email but did not receive a response.
Response: We guarantee an email response within 24 - 48 hours. However, if you have not received a response after this period of time, it is because the reply email is probably in your spam box or your email has not reached us due to a computer problem or a spelling mistake.
9. I want to buy a jewel (ring, bracelet) but I don't know my size and how to take care of it.
Answer: We have set up a complete size guide so that the jewel is your size. To get the guide, click HERE .
Regarding the preservation of your jewelry, to avoid deforming or breaking it, we advise you to respect the following rules:
- Take it off when you go to sleep, take a shower, dress or undress.
- Do not put it in contact with other metal jewelry, chemicals.
10. I have just placed an order for a personalized piece of jewellery, but there is no inscription on the confirmation email. Has my personalization been taken into account?
Answer: If you have left a note in the "Special Instructions" box, then your customization request has been taken into account. Otherwise, our customer service will contact you.
11. Can I have gift wrapping for my order?
Answer: Currently this option is not available. We are working on it.
12. I would like to thank you and express my satisfaction. How can I send you a photo?
Answer: We thank you and are very grateful for your testimony. You can tag us "@samandlouloute" on Instagram. We will distribute your photos with pleasure.
13. Can I go directly to Vincennes to buy your products?
Answer: Unfortunately, our offices are not accepting clients. We market only online.