Frequently Asked Questions
Contact Us
For any queries or comments that you may have about our service please do not hesitate
to contact us.
The most effective way to contact us is via e-mail and we will respond to all e-mails
within 24 hours. However if you would like to speak to someone please call 020 8133
3377.
General or Sales enquiries: sales@lecadeau.co.uk
Customer Services or Returns: customerservices@lecadeau.co.uk
Ordering
Q: How will I know that you've received my order?
A: If you have paid by PayPal either with your credit card or PayPal account, you
will receive an e-mail from them confirming that your payment was processed sucessfully.
Once you are redirected back to our website you will be able to view your order
history by clicking on "My Orders" in the main menu. Here you can see the live status
of all current and previous orders.
Q: How do I track the delivery of my order?
A: Log in to your account and select "My Orders" from the main menu. Here you can
see the live status of all current and previous orders including any shipment tracking
numbers.
Q: Can I change or cancel my order?
A: If you wish to change or cancel your order please e-mail us as soon as possible.
Please include your order number for us to locate your order.
Orders are normally processed the same day so we may not be able to cancel your
order if it has already been dispatched. If your order has been dispatched and you
wish to cancel it you must follow the returns procedure and return the item(s) to
us within 14 days. We can only refund the cost of the item when we have received
it back from you. The original delivery charge will be non-refundable. We will refund
the cost of delivery if we have made an error or if the product is faulty.
If your order has not yet been dispatched we will be happy to offer a full and immediate
refund.
Please see our returns section for more details on our returns policy.
Payment
Q: How can I pay for my order?
A: We currently accept credit/debit card payments, and standard money transfers
through PayPal. This method does not require you to have a PayPal account so if
you don't have one or are not happy creating an account you are not restricted in
ordering with us.
Q: When will my credit/debit card be debited?
A: This is handled by our payment processing agent, PayPal, so please refer to the
PayPal site here: http://www.paypal.com/uk.
For your information, all payments to us will have the reference of PAYPAL: LECADEAU*
or similar to identify who the PayPal payment was made to.
Q: Is it safe to give my credit card details online?
A: Yes. PayPal uses SSL technology to keep your information safe. In addition, when
you send a payment using PayPal, we don't receive sensitive financial information
like your credit card or bank account number. This way, PayPal ensure that you don't
have to worry about paying people you don't know.
Q: What name will appear on my credit card statement?
A: All payments to us will have the reference of PAYPAL: LECADEAU* or similar to
identify who the PayPal payment was made to.
Delivery
Q: What are your delivery options and charges?
A: All orders are despatched within 24 hours of receiving the order using Royal
Mail Recorded Delivery, upon delivery a signature will be required.
For customers living within (or in close proximity to) the N20 postal area we may
be able to offer a same day hand delivery if your order is very urgent - please
e-mail sales@lecadeau.co.uk if you require this service.
We are also happy to ship other countries. Please e-mail sales@lecadeau.co.uk for
more information and pricing.
Q: How can I track my order?
A: Log in to your account and select "My Orders" from the main menu. Here you can
see the live status of all current and previous orders along with the shipping status
and any parcel tracking numbers.
Returns and Refunds
Q: How do I return or exchange an item?
for return by e-mailing customerservices@lecadeau.co.uk. Please state the order
number, reason for return and if you would like an exchange or refund.
We recommend that you return items by registered
mail. Please ensure that you have enough insuance cover especially when
returning valuable products. Please ensure that the item is returned to us in perfect
condition, unused and in its original packaging. We can not accept liability for
products lost or damaged in transport. Please note that goods are returned at your
own cost and the delivery charge on the original order is non-refundable. Should
you be sent a faulty item we will reimburse you fully.
Please note that for hygine reasons we can not exchange or refund earrings.
Q: How long will it take to receive a refund?
A: We will write to confirm when your exchange or refund has been processed. Please
allow up to 3 weeks during busy times.
My details
Q: Why do you store my details?
A: Your name and e-mail address provided at registration are stored in order to
operate the My Account feature where you can view past orders.
The shipping address and telephone number that is collected during the checkout
stage of your first order is kept securely on file in order to save you time at
any subsequent checkouts.
Q: What details do I have to provide?
A: During the account registration process we ask that you provide your name, e-mail
address and password recovery information for use in the event that you can no longer
remember your password.
When you place your first order we also collect your shipping address and a contact
telephone number. This information is then saved against your account for use next
time you visit the site. This saves you having to enter your information a second
time.
Q: Is storing my details safe?
A: Yes. All of your details are stored in a secure database and can only be access
by certain people. For more information on how we store and use any information
please refer to our privacy policy.
Q: What if I forget my password?
If you no longer remember your password please click the link on the login page
where you will be asked to provide your secret question and answer.
If the details you enter are correct you will recieve an e-mail from website@lecadeau.co.uk
containing your username and a new randomly generated password. You can then login
to the site in the normal way by using this new password.
We highly recommend that you then change your password to something that you find
more suitable.
Q: How can I change my personal details?
When you use the checkout and provide your shipping details they are stored in your
profile for use on subsequent visits.
Also, you will soon be able to update your details at any time through the "My Account"
section of the website.
Q: How can I remove my personal details?
A: If you would like to close your accont with us and as a result remove all records
of your personal details from our system, please e-mail customerservices@lecadeau.co.uk
asking for your account to be removed. For security purposes we can only accept
account closure requests from the e-mail address that is registered on our system.
Privacy
Q: What is your privacy policy?
You can find a full copy of our privacy policy here.
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