Please find all the information about the frequently asked questions.
If you don’t find your answer , contact us to firstname.lastname@example.org
For inquiries about your order , please give us your references (9 letters)
Is my order well confirmed ?
Your order is confirmed when your payment is approved by the bank or Paypal.
You will receive a notification with the status « Approved payment »
In the case of deferred payment by Paypal, your order status is « in process » until the payment confirmation by Paypal. Usually it takes 2-3 days.
HOW DO I CHECK ON THE STATUS OF MY ORDER ?
You may view the status of your order by logging into your account and clicking on My Orders to check on that status of your order.
My order status does not change
We are dealing with your order. It could be activated within 24/48h.Orders are processed pending stock availability and payment verification. Orders placed on Friday after 9 PM will begin processing on the following Monday.
Can I change or cancel my order ?
Yes, if you have already paid for an order and want to cancel it, please contact our Customer Service as soon as possible.Generally, if your order is at an early part of the processing stage, you may still be able to change or cancel it. You can ask for a refund.
HOW LONG DOES DELIVERY TAKE ?
Shipping takes approximately 72h business days to reach destination countries. However, regional variations apply which are out of our control so we kindly ask our customers to be patient. When your order is ready for shipping, you receive your parcel tracking number.
I can’t confirm my order online.
Technical problems may sometimes occurs Examples : Postcode line does not appear,you cannot reach the payment page. Try to place your order with a different device (tablet, computer, mobile) If the problem is ongoing, contact us.
I have a discount coupon and I cannot insert it online.
Go to your shopping cart and enter the full promotion code and click « OK »
If you cannot enter your coupon, please try another device.
What are the payment methods ?
You can pay by credit card or Paypal.
Shopping on our site is safe and secure. We use the CREDIT MUTUEL/CIC secure system which guarantees the protection of your privacy and personal information.
Shipping takes approximately 72h business days after the approved payment
The shipping costs 3,50€ for Germany. Deliveries take 72h
To see all the destination countries , click on SHIPPING and RETURNS
WHAT SHOULD I DO IF I WANT TO RETURN ONE OR MORE OF MY ITEMS ?
Products may be returned for a refund or exchange by first connecting on your Von Paris account within 15 days of receiving your order. Von Paris will pay the shipping fee of the outward bound replacement item if you want an exchange.
Please note that all returned items must be in brand new condition, unused/unworn and with all original tags, contents and packaging intact.
HOW DO PROCEED TO MY RETURN ONLINE ?
Connect on your Von Paris account « My account/My orders », choose the relevant order, tick on the products that you want to return and valid your claim.
After we receive your return enquiry, we will send email notification and a prepaid label post ( Print it, attach return label and send it)
Payement by credit card : Refund by bank transfer.
Payment by Paypal : Refund via Paypal
Please note that only the total amount of the items (included discount) will be refunded, not the shipping costs.
HOW SOON WILL I RECEIVE A REFUND FOR MY RETURN ?
We will process the refund after we receive your package. We will authorize the refund for you, this usually takes 7 working days for us to process to your refund.
HOW CAN I EXCHANGE ONE OR MORE OF MY ITEMS ?
You can send it back to exchange after your return claimed done, please write what would you like in exchange as item (size, color, model)
After we receive your package, the new items will be send within 48h. Von Paris will pay the shipping fee of the outward bound replacement item for an exchange.
Recommend Von Paris to your friends and Win 2€ for you and your friends.
You must place at least one order on www.von.paris
Once, your order is confirmed, click-on « my account » and go to SPONSORSHIP PROGRAM.
It is fast and easy.
Go in the application and enter the FAMILY NAMES, NAMES and email addresses of your friends.
Your friends will receive an invitation to join us on Von Paris Store.
When one of your friend will place at least one order, she/he will receive a 2€ discount coupon.
You will receive a 2€ discount coupon as well for all your first friends orders, it can happen very fast!
Find you discount coupon on « my account »
Copy and add the discount coupon in your shopping cart.