Frequently questions - Stephan Hellec

To order with STEPHAN HELLEC online we require you to register your details. To do this visit the “Register” section, complete all of the details and click register at the bottom of the page.

Once you have done this you can begin browsing the products on our website. If you would like to purchase an item please click “add to cart” on the product page.

When you have finished shopping, click on the “shopping bag” link to proceed through the checkout entering all of your payment details and submit your order.

2 - I’ve forgotten my password

In the event of a forgotten password you can obtain a new one buy using the FORGOTTEN YOUR PASSWORD? link, which is also located on the login screen. A new password will be sent to you by email to your registered email address.

3 - Is it safe to order on STEPHAN HELLEC?

Yes, it safe to order on STEPHAN HELLEC. We use industry-standard encryption technologies when transferring and receiving costumer data exchanged with our site server. We respect your privacy and we will only disclose your personal information as described in our Privacy Policy.

4 - How can I pay for my order?

We offer plenty of payment options for you to choose from including:

- Visa Credit / Debit

- Visa Electron

- Delta

- American Express

- MasterCard

- PayPal

All credit and debit card holders are subject to validation and authorization by both us and the card issuer, to maintain security and prevent fraud.

5 - Do you delivery to work addresses?

We can offer delivery to your permanent residential address or your place of employment (as long as it is not a PO BOX address). If you want to delivery to be sent to your place of work make sure you input these details into the shipping address at the checkout. Please also be confident that there will be someone at your work who will be able to sign for the parcel upon receipt and ensure it gets to you as we cannot be held responsible for packages that go missing once they are signed for.

6 - Do you deliver to PO BOX addresses?

Unfortunately, we do not currently offer a delivery service to PO BOX addresses. If you have input PO BOX details as your shipping address, your parcel will be returned to us. If this is the case, please contact us by clicking on the link “contact” to rearrange delivery.

7 - How do I know if my order is confirmed?

You will automatically receive an order confirmation summarizing the information contained in the registered order form.

In the case where the ordered articles presented at STEPHAN HELLEC’s online boutique are on “The Waiting List” or are no longer available or on sale at the time of dispatch by the client of the order form, you will be informed immediately and refund.

8 - My order hasn’t arrived

If you haven’t received your order within the estimated delivery times, we will be happy to locate your order for you. Please, before getting in touch, have you:

Checked your Shipment Confirmation to ensure we have the correct address for your order and that your contact details are up date.

Checked if you have a text message, email or attempted delivery card from The Courier. Your parcel maybe awaiting collection at your local delivery deport or you may need to rearrange delivery.

Checked with your neighbors to see if they have accepted the parcel on your behalf.

Looked in safe areas around your delivery address where the delivery driver may have left your parcel e.g. behind a bin or in a shed, garage or porch.

If you are still unable to locate your parcel, please contact us by clicking on the link “contact”.

9 - Will I be charged customs and imports duties?

We are not responsible for any local sales tax or import duties that may arise at the delivery destination which are not included in the price of the products. These are charged once the parcel reaches its destination country and will be invoiced to you directly from the courier or an import broker which must be paid by the recipient of the parcel.

Please note, we cannot control these charges, and cannot tell you what the cost will be, as customs policies and import duties vary widely from country to country. We recommend you contact your local customs office for current charges before you order to get an idea of the costs that may be incurred.

If you prevent delivery of goods by failing to pay local customs, taxes or courier’s administration fee and your package is returned to us, any resulting return postage or courier’s administration fees incurred will be deducted from the amount refunded to you in respect of that order.

10 - I am facing a technical problem, I cannot place an order.

If you are having problems placing an order, please contact us stating the following details:

- Web browser (e.g Internet Explorer, Safari, Firefox)

- Platform (e.g Windows, OS X)

- Device (Laptop, PC, iPhone, iPad)

- Short description of the fault

We will endeavor to resolve any problems to ensure you can shop with us online in the future.

11 - Is my payment secure?

Information passed between your computer and our website cannot be read in the event that someone else intercepts it.

At the time of your purchase at STEPHAN HELLEC on-line web-site, the entire phase is executed between you and our bank. During the Credit Agricole Card Payment phase, you will temporarily quit our web-site and will be taken to the Bank Payment Site;

This is the guarantee that:

STEPHAN HELLEC will never know your card number.

Our bank will not be communicated the detail of your purchase

as only the total amount and the order number is transmitted to our Bank Payment by STEPHAN HELLEC.

Payment by PayPal. PayPal contributes to protect the information concerning your Credit Card thanks to the best systems present on the market for the security and the fraud prevention. When you use PayPal, your financial information is never communicated to the trader.

PayPal is accepted by millions of traders in the world and is the most used method payment on the internet.

12 - Sale delivery

We are committed to getting your order to you as quickly as possible. Please allow up to 10 working days for delivery worldwide.

If you are unsure about any of our delivery times, please contact us for any additional information.

Please not sometimes goods maybe subject to delays which are beyond our control. Please note occasionally due to unforeseen events, delivery and collection via the Carrier we choose as UPS or LA POSTE COLISSIMO or any good Carrier may be delayed.

13 - My return was processed but it was not refunded my delivery charge.

When you return an item to us we will usually refund the price you paid excluding delivery charges except where the item is faulty / incorrect or the order has been cancelled under the distance selling regulations.

For more information, please contact us by clicking on the link “contact”.

14 - I returned an item and it was incorrectly refunded or exchanged

We apologize if we have made a mistake whilst processing your returned item(s).

If you were expecting an exchange and received this may have been due to the item(s) being unavailable at the time of exchange, in which case we would refund you the price you paid for the item and notify you by email

If you were expecting a refund but received a replacement item, please contact us by clicking on the link “contact” and we will be happy to sort this out for you.

15 - How do I cancel my order under the distance selling regulations?

Under the Consumer Protection (Distance Selling Regulation) L 121-20, costumers within the European Union have up to 7 working days (from the date you receive your goods) to withdraw your order with us.

To exercise this right you must:

Notify us by email at paris@stephanhellec.com stating you wish to withdraw your order quoting your order number.

If we are unable to prevent your order from leaving our warehouse, you can refuse the delivery from the Carrier and the parcel will be returned to us.

If you have already received your order, you should sign and date the “Goods Return Document” and return the item(s) to us following our Returns Policy.

If we do not receive the item(s) back, we will arrange to have them collected at your cost.

Please note that you are under statutory duty to take reasonable care of the item(s) whilst they are in your possession. If you fail to abide by this we may have a right of action against you under a breach of statutory duty.

We will endeavor to issue a refund for the full price you paid for the item(s) to the original purchaser’s method of payment, and in any case within 30 days.

16 - The articles received are not compliant with my order, claims.

For any claims, please contact us by clicking on the link “contact” or by responding to one of the confirmation mails of your order. Please specify your order number or invoice number in order to allow us to respond to you at the earliest.

17 - Can I amend or cancel my order?

Unfortunately once payment has been accepted, we cannot amend your order, this includes removing an item, changing the delivery address or any payment method.

You have up to 30 minutes to cancel an order after it has been placed. To cancel your order, please contact us by clicking on the link “contact” and we will be able to assist.

Under the Distance Selling Regulation you have up to seven working days from the date of receipt to cancel your order.

18 - Return and Exchange Policy

You have a 14 working days period as from the delivery date of his order in the case of a retraction as from the reception of your parcel to warn us of your wish to send back the item(s)

From reception of the agreement, item(s) must be returned to us 7 working days after reception at your place in the same condition you receive them in their original packaging with any tags and labels and label attached. If we consider any item to have been used/worn/, have any original packaging missing or any item is returned to us in an unsatisfactory state, we may reject the return and refuse the request for a refund or exchange.

Please note you have a legal obligation to take reasonable of the item(s) whilst there are in your possession and they are under your responsibility until they arrive at our warehouse. We recommend therefore that your item(s) are packaged securely to ensure they avoid damage in transit on return to us.

We do not provide prepaid returns postage labels. We recommend you pay to return your item(s) by courier, recorded or special delivery. We also recommend you obtain and keep proof of postage in case you need it as evidence that you have returned the item(s) to us.

When processing returns your Credit Card will be refunded for the price of the item(s) and any applicable taxes, once the item(s) has been received. Shipping charges are not refundable unless we have made a shipping error. A confirmation email will be sent online returns once processed. The refund will be credited back to the original method of payment. Please allow approximately within 30 days in order to see the credit back on your Credit Card.

You may send your online return to the address below:

STEPHAN HELLEC
13, Cours de Chazelles
56100 Lorient – France

If you need more information, please contact us by clicking on the link « contact ».

19 - My payment has been declined

Occasionally, your card maybe declined for a number of reasons. Please check the details you are entering at the checkout are correct including the card type, start date and expiry date and that the billing address matches the same billing address registered to the card.

For more information, please contact us by clicking on the link “contact”. We will be happy to assist.

20 - Are my details secure?

We have taken all the necessary steps to ensure that shopping online at STEPHAN HELLEC is as safe as possible. Our Bank uses the industry-standard SSL technology (Secure Socket Layer) to allow for the encryption of potentially sensitive information such as your name, address and other critically sensitive information like your Credit Card details.

Information passed between your computer and our website cannot be read in the event that someone else intercepts it. This technology includes the following features:

Authentication, this assures your browser that your data is being sent to the correct computer server, and that the server is secure.

Encryption, this encodes the data, so that it cannot be read by anyone other than the secure server.

Data integrity, this check the data being transferred to ensure it has not been altered.

For more information, contact us by clicking on the link “contact”.

21 - How can I make an order if my country does not use the guarantee of payment 3D SECURE?

Unfortunately, we don’t accept payment by Credit Card if an order comes from a country which does not use 3D SECURE. 3D SECURE is an XML-protocol designed to be an additional security layer for online Credit and Debit Card transactions.

A transfer payment is then recommended. You will receive STEPHAN HELLEC bank details to make your payment in the email confirming the reception of your order.

For more information, please contact us by clicking on the link “contact”.