FAQS

Q: How do I know what size to choose?

A: Please refer to our size guide located on each product page for specific measurements and recommendations.

Q: How long will it take for my order to arrive?

A: Delivery times vary depending on your location and the shipping method chosen at checkout. Please refer to our Shipping Policy for estimated delivery times.

Q: How can I contact customer service?

A: You can reach our customer service team via email at info@camelicouturier.com or by filling the contact form. We respond within a week.

Q: What sustainability initiatives does your company have?

A: We are committed to sustainability and have implemented various initiatives such as using eco-friendly materials, reducing waste in our packaging, and supporting ethical manufacturing practices. You can learn more about our sustainability efforts on our Sustainability page.

Q: What payment methods do you accept?
A: We accept a variety of payment methods. You can select your preferred payment method at checkout, including:

• Major credit cards: American Express, China Union Pay, Diners, Discover, JCB, Mastercard, and VISA.
• Selected mobile payment methods: Alipay, Amazon Pay, Apple Pay, Google Pay, Klarna, PayPal, and Wechatpay.

Q: Is it safe to use my credit/debit card on your website?
A: Absolutely. We take the security of your payment information seriously. When you enter your payment details on our website, they are encrypted using SSL (Secure Sockets Layer) technology, ensuring that they are unreadable to unauthorized parties during transmission. Additionally, we adhere to strict industry-standard security protocols to maintain the confidentiality and integrity of your data. We partner with trusted payment gateways that employ advanced fraud detection tools and undergo regular security audits. Our compliance with the Payment Card Industry Data Security Standard (PCI DSS) ensures that we handle and store payment card data securely. Our dedicated security team continuously monitors for suspicious activity and works to enhance our security measures to adapt to evolving threats. You can shop with confidence, knowing that your payment information is safeguarded throughout the entire transaction process.

Q: Do you offer installment payment options?
A: Yes, we offer installment payment options through select payment gateways. This allows you to split your purchase into smaller, more manageable payments over time.

Q: Do you accept payment in cryptocurrencies?
A: Currently, we do not accept payments in cryptocurrencies. We only accept payments through the methods listed on our website.

Q: Do you offer discounts or have sales?

A: Yes, we occasionally offer discounts and promotions. Please note that not all discounts can be applied to every product or country. Additionally, not all discounts can be combined together. Sign up for our newsletter and follow us on social media to stay updated on our latest offers and sales events.

Q: What is your policies?
A: You can read our policies below:

• Refund Policy
• Privacy Policy
• Terms of Service
• Shipping Policy
• Contact Information
• Legal Notice

Q: Do you have physical retail stores?
A: Currently, we operate an online store. Additionally, we occasionally have popup stores/stands in various events or happenings. We do not have physical retail stores at this time.

Q: How do I initiate a return or request a refund?
A: To initiate a return or request a refund, please contact our customer service team with your order details. We will provide you with further instructions on how to proceed.

Q: What is the cancellation time for returns?
A: Products ordered from the online store have a 14-day right of return in accordance with the Consumer Protection Act. The 14-day cancellation period starts when you receive the item (e.g., when you pick it up at the post office). You must notify us of the cancellation within 14 days of receiving the item.

Q: Is there a processing fee for cancellations?
A: Yes, cancellations of orders are subject to a processing fee of €10. Please note that for products that have already been dispatched, the postage fee will not be refunded, and you are responsible for sending the product back and any associated costs.

Q: What are the requirements for returning products?
A: Returned products must be unused and undamaged, in their original packaging, and with product tags intact. The seller reserves the right to partially or completely reduce the value of the product if it has been used, shows signs of error, the original packaging is missing, or the products are not in the condition they were sold in.

Q: How will refunds be processed?
A: Payments will primarily be refunded in the same manner as the order was paid for. For instance, when paid by card, the refund amount will be credited back to the card. If this is not possible, an alternative refund method will be agreed upon. Gift cards or products purchased with a gift card cannot be exchanged for cash.

Q: Will delivery costs be refunded?
A: Delivery costs will not be refunded to the customer if the product has already been dispatched.