Frequently Asked Questions
1. How safe is your site ? Can I place an order in total security ?
Answer : Our website is 100% secure. And in fact, we could even claim that it is 200% secure. Here’s why:
Firstly, the site that you are visiting is on a HTTPS server (the small green padlock that can be seen to the left of the URL on this page is there as a reminder).
Most sites do not secure their ‘basket’ and all that involves payment of orders. On this site, EVERY PAGE is secured and cannot be pirated or targeted by malware.
Secondly, concerning payments, we use Stripe which is the current reference for the security of Internet transactions.
In summary, visiting and ordering from Sam & Louloute is 100% safe and secure.
You can therefore wander here and there through the pages of this boutique full of brilliant color with total peace of mind!
2. I’ve added an article to my basket but the basket is showing as empty.
Answer : Our site is compatible with the majority of navigators such as Google Chrome, Safari or Firefox as well as on smartphones under Android or Ios. Sometimes there can be bugs with certain navigators because the site isn’t compatible. Try with one of the aforementioned navigators or use your smartphone.
3. I only received one part of my order. Is that normal ?
Answer : All is well ! Your articles come from our different partners who ship them directly to you so that Sam & Louloute can offer you excellent products all year round.
As soon as an item is ready for shipping, our partners send it out to you immediately so that you can have it as early as possible.
As a result, you will receive your order as several parcels, which means that you will have all the excitement of receiving new parcels over a period of several days. :)
4. I ordered over 15 days ago and I still haven’t received anything.
Answer : The delivery deadline for the United States, Australia, Canada, Europe is between 2 to 3 weeks and for international deliveries, between 2 to 6 weeks.
In general, it usually takes around 2 weeks for the United States and Canada, but for international deliveries it all depends on the country of destination. However, sometimes when there is a large number of orders, it can take a little longer.
If you haven’t received your whole order 3 weeks after the mail delivery confirmation, please contact our Sam & Louloute customer service team at: email@example.com.
5. The item is not what I’d hoped for, I would like to return it.
Answer : In accordance with the provisions of article 13 June 2014 of the Consumer Code, the purchaser is entitled to a period of 14 days, calculated from the date of reception of goods, in which you may return your order.
The articles must be returned in their original packaging, with their label and any accessories if applicable, in perfect condition for future resale. Any items that are incomplete, damaged or show clear signs of use, may not be returned.
Personalized jewelry as well as any limited edition items can neither be exchanged nor reimbursed.
Return postage costs are to be met by the customer.
Upon reception of your returned order, you will receive email notification. Sam & Louloute agree to reimburse you with the same payment method used within a maximum delay of 14 days
In order to learn the steps to follow for returning your order, CLICK HERE.
6. I have just placed an order but I want to make a change or cancel it.
Answer : Your order is definitively validated 2h after it was made. To make a change or cancel your order, simply send an email to the Sam & Louloute customer service team at: firstname.lastname@example.org. You will receive a notification by email confirming the change.
Beyond this delay, no changes will be possible.
In the event of an inaccurate or incomplete delivery address, neither the Post Office nor Sam & Louloute can be held responsible for non-delivery. In such cases no reimbursement or re-delivery is possible. We therefore advise you to always carefully check all the details of your order (names, address, articles etc.) before validating.
7. I have just placed an order but I haven’t received an email confirmation.
Answer : There are two possibilities. Either the email has gone to your Spam, or the email address provided isn’t correct. To change the email address, simply send an email to the Sam & Louloute customer service team at: email@example.com.
8. I sent you an email but I have had no reply.
Answer : We guarantee to reply to your email in under 24 - 48h. However, if you haven’t received an answer by then, our email response is probably in your Spam or your email never reached us due to an IT problem or a spelling error.
9. I would like to buy some jewelry (ring, bracelet) but I don’t know my size or how to keep it in good condition.
Answer: We have put in place a comprehensive sizing guide so that the jewelry fits you perfectly. To access this guide, CLICK HERE.
In order to preserve your jewelry in the best possible condition and avoid misshaping or breaking it, we advise you to respect the following rules:
- Remove the item when going to sleep, taking a shower, dressing or undressing.
- Do not place it in contact with other metal jewelry or chemical products.
10. I have just ordered some personalized jewelry, but in the confirmation email the inscription isn’t mentioned. Has my personal inscription been taken into account ?
Answer : If you have definitely left a note in the ‘Special instructions’ box, then your request to personalize the jewelry has certainly been taken into account. If this is not the case, our customer service team will be in contact with you.
11. Are you able to gift-wrap my order ?
Answer : This option is not currently available. We are exploring this possibility.
12. I would like to thank you and send you a photo of my child or my jewelry. Where should I send it ?
Answer : We sincerely thank you and are very grateful for your feedback. We will be happy to post your photos on our Facebook page. You can send them directly by email to: firstname.lastname@example.org. To show our appreciation, we will send you a discount voucher by email to be used with your next order.