FAQs- Questions fréquentes
Bienvenue dans notre section FAQs - Questions Fréquentes
Nous avons conçu cet espace pour répondre à toutes vos interrogations concernant nos produits, services et notre entreprise. Vous y trouverez des réponses claires et détaillées pour vous accompagner tout au long de votre expérience d’achat.
Vous avez une question ? La FAQs est là pour vous !
Voici les thématiques abordées :
- Suivi de votre commande : Consultez l’état de votre commande, les délais de livraison ou apprenez comment la modifier.
- Retours : Découvrez nos politiques de retour et comment procéder à un échange ou remboursement.
- Paiement et sécurité : Informations sur les modes de paiement acceptés et la protection de vos données.
- À propos de nous : En savoir plus sur notre histoire, nos valeurs et notre engagement envers nos clientes.
Si vous ne trouvez pas la réponse recherchée, contactez-nous via notre chatbot ou par e-mail à info@boutiquelingerieetaccessoiresannie.com. Nous serons ravis de vous aider du lundi au samedi, de 9h à 17h (hors dimanches et jours fériés).
Merci de faire confiance à notre boutique pour vos besoins en lingerie élégante et confortable.
1. Contact us
How to contact us
How to contact customer service?
You can contact us by email here at info@boutiquelingerieetaccesoiresannie.com. We will respond within 24 to 48 hours maximum, Monday to Saturday from 9:00 AM to 5:00 PM, excluding Sundays and public holidays.
I sent an email to info@boutiquelingerieetaccesoiresannie.com, when will I receive a reply?
We will respond within 24 to 48 hours, excluding Sundays and public holidays, when we will review your message the following day. Otherwise, you can also reach us by phone at +1(418)-929-1964.
2. Delivery of my order
Questions regarding the order
Where can I have my order delivered?
Home delivery is available. We deliver to all provinces in Canada.
How can I access my order tracking?
As soon as your order is validated and prepared by our store, you will receive a shipping confirmation email containing your order tracking number. You can also find your package tracking number by logging into your customer account. Simply click on " track my order " to view your order's progress.
I have not received either my order confirmation or my tracking number.
Our emails may end up in your spam folder, so please check there. If you still can't find them, contact us at info@boutiquelingerieetaccesoiresannie.com or by phone at +1(418)-929-1964.
I would like to change the contents of my order, how do I do that?
Unfortunately, we are unable to add or remove one or more items from your order.
I made a mistake in the delivery address, can I change it?
If you made a mistake with the delivery address, we may still be able to change it, depending on whether your order has been processed by the warehouse or not. If it has been processed, we will no longer be able to change it, but if you are faster than a galloping unicorn, we can update it without any problem. Please contact us at info@boutiquelingerieetaccesoiresannie.com or by phone at +1(418)-929-1964 to inform us quickly.
Some items are missing from my order, what's going on?
Our products are sometimes shipped separately depending on your order. If your order contains items from two different warehouses, for example, there will consequently be two deliveries. The rest of the order will almost certainly arrive shortly.
I would like to cancel my order, is that possible?
If your order has not yet been processed by our store, we can cancel it and issue a refund. In this case, contact us as soon as possible by email at info@boutiquelingerieetaccesoiresannie.com or by phone at +1(418)-929-1964. If the order has already been shipped from our warehouse, unfortunately we will no longer be able to cancel it. In that case, if you do not wish to keep your items, you can return your products by consulting our return policy page.
I received a damaged item. What can I do?
We are sorry to hear that. Simply send us a picture of the damaged item to info@boutiquelingerieetaccesoiresannie.com and we will send you a similar replacement item as soon as possible.
Can I be delivered from anywhere?
For the time being, we only deliver throughout Canada.
I still haven't received my order. What's taking so long?
We apologize for the delay. Sometimes international shipping can take longer than expected due to customs clearance. However, you can track your order and see its location at any time via our "track my order" module. If you still need help tracking your package or have any questions about it, please contact us by email at: info@boutiquelingerieetaccesoiresannie.com
3. My account
Questions related to my customer account
How do I create my account?
Click on the little person icon next to the shopping cart in the upper right-hand corner of our website, then click on "create an account". Creating your account allows you to access your order history and personal information.
How do I access my account if I've lost my password?
During your login, you can check the "forgot password" option and you will receive an email within minutes that will allow you to set your new password.
I can't access my account.
It's quite possible that you haven't created an account with us yet, even if you've already placed an order online. In that case, you just need to create your account in a few seconds. To do this, click on the kitten in the upper right corner of our website, then click on "create an account".
How to subscribe to the Newsletter?
You can subscribe to our newsletter to receive our new products in preview and exclusive offers from the website's homepage, at the very bottom right in the footer. Simply enter your email address in the provided box and click "Subscribe".
I would like to retrieve my invoice, how do I do that?
You can email us at info@boutiquelingerieetaccesoiresannie.com and we will send you the invoice for your order.
4. Returns
Questions and answers related to the return
How can I request a return?
For return requests, please email us at: info@boutiquelingerieetaccesoiresannie.com , including photos of the clean product highlighting key details. For example, size, labels, and other details.
5. Payments, Refunds, and Promo Codes
Questions regarding refund management and the use of promotional codes.
Are the payments secure?
Our platform is highly secure. It's impossible, even for a hacker from a neighboring galaxy, to discover your credit card numbers.
What payment methods are available to place an order on the website?
You can pay via VISA, Mastercard, Amex, Discover, Shop Pay, Google Pay, Apple Pay.
I have a promo code, how can I use it?
After validating your cart, you will find a box on the right, "Gift card or promo code," where you will need to enter your promo code. To validate it, simply click on "apply". Don't forget to check that the code has been correctly applied before validating your order.
I forgot to enter my promo code before confirming my order.
Unfortunately, we won't be able to apply the promo code once your order has been validated, but you can use it for another order.
Are there any promotions on the site?
Yes, we regularly offer promotions on our website; we advise you to subscribe to our newsletter to receive all these offers.
Do you have a refund policy?
We do our best to resolve any issues our customers may encounter with their online orders. If you still wish to receive a refund for your order, we can of course process the payment, provided the request is made within 30 days of the order date and the product(s) in question are not on sale. For more information, please read our refund policy [link to refund policy]. Return and refund policy.
6. Boutiques
Where to find us?
We are based in Quebec City, Canada, and our activities are conducted exclusively online.