FAQ - Help Center
Delivery & Order
WHEN WILL I RECEIVE MY ORDER?
The processing of your order, the manufacture of the products and the delivery require a maximum of 4 to 15 working days from our team. We do everything possible to ensure that you receive your order as quickly as possible, without compromising the quality of our merchandise.
I HAVE NOT RECEIVED MY ORDER
A problem with the Post Office? Lost, broken, destroyed package?
With our secure delivery , Dentelle & Moi takes care of disputes for you. Customer satisfaction is our priority. We do not blame the carrier by leaving you to "sort it out". We assume full responsibility by immediately sending you a new package at our expense .
Do not hesitate to contact us by email at support@dentellemoi.com : our team will do its utmost to meet your expectations.
MY ORDER IS NOT COMPLETE
If your order includes multiple items, they may be shipped separately, depending on available stock and shipping warehouses. Don't worry, your package will arrive shortly.
OVERSEAS FRANCE (DOM-TOM)
Deliveries to overseas France (DOM-TOM) are generally longer (up to 2 months from the day of the order) in order to remain financially accessible. An additional cost for delivery will be requested for the following countries:
- Guadeloupe
- Guyana
- Reunion Island
- Martinique
- Mayotte
- New Caledonia
- Saint-Barthélemy
- Saint Pierre and Miquelon
- Saint-Martin
- Wallis and Futuna
- French Polynesia
Cancellation & Return
CAN I MODIFY MY ORDER?
Yes, as long as your order is not “ processing ”.
CAN I CANCEL MY ORDER?
It is absolutely possible to cancel your order! If the order is already being prepared, however, the cancellation fee will amount to 40% of the purchase price.
Do not hesitate to contact us by email at support@dentellemoi.com : our team will do its utmost to meet your needs!
I WISH TO RETURN AN ITEM
We are only able to accept a return in the event of a proven defect in the product.
Our items undergo very strict quality checks before each shipment. However, if your products have any manufacturing defect, send us a photo of the product in question (in the original packaging if possible) to support@dentellemoi.com along with your order number. To be eligible for a return, your item must be unused and in the same condition that you received it.
Security and payment
WHAT PAYMENT METHODS DO YOU ACCEPT?
Your security, our priority: our site only offers secure and guaranteed risk-free payment methods.
We accept:
Credit cards
Debit cards
Our online payment services:
Paypal*
G2A Pay*
*Paypal - As a banking institution within the European Union, PayPal offers you more than 10 years of experience in secure online payments. It's simple, fast, free and recognized worldwide for its efficiency.
*G2A Pay - G2A Pay is a global payment platform. It supports more than 150 local and global payment methods ( Mastercard , Visa) to give you maximum payment options.
Your bank details or credit card information will not be shared with us under any circumstances. All payments are protected by our 128-bit SSL encrypted payment processor. We do not accept checks at this time.
IS MY INFORMATION SECURE?
Yes !
The "HTTPS" present in our store URLs demonstrates the quality of our services. HTTPS is the variant of "http" secured by the use of SSL/TLS protocols. HTTPS is used to protect financial transactions on merchant sites. As e-retailers, we are aware that the use of SSL is becoming essential these days. It is the best way to protect your data and protect yourself against any hacker or identity theft.
Visually, the SSL certificate is represented by a padlock that appears in the URL bar of the web browser. It is also represented by an "s" which means "secure" and is added to the "http" protocol on the website in the address bar.
Practical Guide & Advice
HOW CAN I ORDER A PRODUCT?
We make your purchases as easy as possible.
- You select the desired product(s)
- Click on “add to cart”
- Click on the shopping cart icon in the upper right (your “basket”) to complete your purchases
We also offer you the option to create an account to make the process even simpler.
More questions
CAN I COMBINE MY DISCOUNT CODES?
No. Except in exceptional cases, we only accept one discount code per order.
I RECEIVED AN IMPORT TAX
Dentelle & moi ships its products worldwide legally. However, the buyer is responsible for import taxes in his country, we decline any responsibility.
"BULK" ORDER
If you would like to order in bulk, please email our team at support@dentellemoi.com