FAQ
FAQ'S
IS IT SAFE TO ORDER ONLINE?
Of course! We are a member of “Verified by Visa” and “Secure by Mastercard,” which provide additional security when using your cards online. All of your information is protected by SSL, meaning that your information is encrypted and can't be stolen when it's sent across the internet. It's the same type of encryption used by banks.We work with one of the leading global payment providers – Stripe. Stripe is Level 1 PCI certified (the highest level attainable), and uses the most up-to-date SSL and encryption security techniques to ensure all payments flowing through their platform are protect
We use industry-standard encryption systems for potentially sensitive information, like your name, address and other critically sensitive information like your credit or debit card details. Information passed between your computer and our site can’t be read in the event of someone else intercepting it.
WHAT PAYMENT METHODS DO YOU ACCEPT
We accept payment from debit or credit cards - American Express, Discover, VISA, Mastercard, Maestro,as well as payments made by, Amazon Payments, Google pay and Apple Pay
HOW DO I KNOW YOU HAVE RECEIVED MY ORDER?
Once you have placed an order, you should receive an email confirmation sent to the email address you provided at checkout. If for some reason, you did not receive this email, please check your spam/junk folders.
If you still cannot find this, please log into your account to check that your order was initially processed, and if you are still having problems please contact us!
CAN I MAKE CHANGES TO MY ORDER?
As soon as you place your order, we work on the dispatch process as quickly as possible, if you decide you want to amend your order please CONTACT US immediately and we will try to accommodate where possible. However, please note that once the order has been dispatched we will not be able to make any amendments to it, so if you no longer want your item or would like to exchange for something different, please use our free returns service which is explained on the return note within your order.
CAN I TRACK MY ORDER?
Once you’ve received your shipping email you can check the status of your order anytime.
CAN I CANCEL MY ORDER?
Unfortunately, once you've placed your order, our warehouse team will have already started processing it (we’re fast)! So we would be unable to make any changes.
WHAT SHOULD I DO IF I RECEIVE AN INCORRECT OR FAULTY ITEM?
We're sorry to hear that! Hit us up within 30 days of receiving your goods via our instagram @claraandsoleilboutique or send us an email @ candsmarket512@gmail.com with your order number. Our Customer Care team will get on this, ASAP!
CAN I EXCHANGE AN ITEM?
We cannot process exchanges for FREE ITEMS and ON SALE items but we can process exchanges from regular priced items
SHIPPING:
WHERE DO YOU SHIP TO?
We ship globally.
HOW MUCH DOES SHIPPING COST?
The shipping cost for the free items is $11.98, $3.99 for orders lower than $20, or free for orders over $20
HOW LONG WILL SHIPPING TAKE?
Usually, 8-14 business days depending on the efficiency of your local postal service. However, sometimes backorders do occur which can delay the process. Our goal is always to ship it out to you as soon as possible.
WHAT IF I’M NOT IN WHEN MY PARCEL IS DELIVERED?
The shipping company may leave the parcel with a neighbour, or if there is a safe, secure location at the property they may leave the parcel there. The shipping company will leave a card saying that they have attempted to deliver the parcel, and provide you with details on where the parcel has been shipped to, how to contact them to re-arrange a shipping time or to advise where you can collect your parcel from.
WILL A SIGNATURE BE NEEDED FOR MY DELIVERY?
If you or a neighbour is home to accept the delivery, then a signature will be required. If nobody is home to receive the parcel, then our carriers may attempt to leave it in a safe location. A card may be left to advise you of this, or to confirm that the parcel has been returned to the local depot. You can then contact the courier to arrange collection or to schedule a new delivery date that is more suitable for you.
CAN I SHIP TO A DIFFERENT ADDRESS THAN MY BILLING ADDRESS?
Of course! You can have your parcel shipped to another address. If you choose to have your parcel delivered to you at work, always make sure you put the name of the company or organization in the address field, as well as the contact name to ensure your parcel is successfully delivered.
WHAT IF MY PARCEL DOESN’T ARRIVE?
We ask if you could patiently wait up to 4 days after the promised shipping date to receive your parcel in case of a shipping delay, but we will do our best to get your parcel to you as fast as we can. If you have still not received your order after this time, please contact us stating your order number and we will look into this for you.
RETURNS:
- Please refer to our returns policy for further information on how to return your packages.
GENERAL:
DO YOU HAVE A SHOP?
- As we are a dedicated online retailer, we do not have a shop.
CAN I PRE-ORDER AN ITEM?
- Of course you can
HOW CAN I CONTACT YOU?
- candsmarket512@gmail.com
TECHNICAL:
I’VE FORGOTTEN MY PASSWORD, WHAT SHOULD I DO?
Oh no! please try resetting your password initially. if this still doesn’t work please contact us at candsmarket512@gmail.com and we’ll try and help!
HOW DO I CHANGE MY EMAIL ADDRESS?
For customer account security we do not allow change of email address, if you need to use an alternative email address please create a new account.
HOW DO I UNSUBSCRIBE?
Click the 'Unsubscribe' button at the bottom of the email newsletter