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frequently asked questions

1. Can I change my order?

2. How do I track my order?

3. How do I get an invoice?

4. What are your delivery times?

5. What are your delivery charges?

6. Can I track my parcel shipped with So Colissimo – La Poste?

7. How can I return and exchange an item ?

8.
 What should I do if the parcel is damaged on delivery?

9. Can I use my loyalty card on the website?

10. How do I comment on a product?

11.
I can’t find a solution to my problem. Who may I contact?

 

1. Can I change my order?

Yes, you may change your order until it is not confirmed. You may add or delete items from your shopping basket before ordering.

Once your order is confirmed, you may potentially modify it until your receive an email notification that your order has been dispatched to the carrier. You are required to notify any modification to Le Comptoir Irlandais Customer Service either through the “My orders” tab on your personal account accessible via the “Log in” link located at the upper right of the website, or by telephone at +33 (0)2 98 85 47 37 from Monday to Friday, 9.30 am to 5.30 pm, except on bank holidays. In that case, a written confirmation of the order modifications will be asked.

2. How do I track my order?

You may easily track your order after it has been placed. Log in with your email address and password to access your account, then select the “My orders” tab. A recap board shows the status of your order: accepted payment, processing, dispatched, delivered.

3. How do I get an invoice?

Your invoice is emailed to you with the purchase order confirmation.

You may also consult and print your invoice from your personal account. Log in to your account with your email address and password and select “My orders”. On the recap board, select the invoice column relative to your order and click on the PDF icon to open, save or print your invoice.

4. What are your delivery times?

Save for exceptional circumstances, your order shall be dispatched within 3 days following payment receipt at the latest. In metropolitan France and EU countries, the order shall be delivered within 15 days at the latest to the delivery address entered when placing your order. All delivery times are calculated in working days provided your order has been finalised.

We remind you that delivery times are calculated from the day the payment transfer has been effectively carried out and order validated by the Company.

For any further information relative to delivery times and charges, please check our Delivery webpage.

5. What are your delivery charges?

Within France and EU, delivery charges factor in products gross weight and amount of the order, delivery geographical zone and delivery mode. These charges include participation in preparation and packaging costs, stamping and shipping costs.

On our commercial platform, we offer free delivery for the So Colissimo delivery mode, for any order of 120 euros or more placed in metropolitan France, up to 30 kg.

For orders under 120 €, we propose two rate charts depending on the delivery point (home, post office or pick-up point).

For Belgium deliveries, an additional 1.50€ is applied on top of metropolitan France delivery charges.

A complete and clear recap of all of our delivery charges in France and EU is available on our Delivery webpage by clicking here.

6. Can I track my parcel shipped with So Colissimo – La Poste ?

Your email address is transferred to La Poste who will deliver you a link to track your parcel. For any further information relative to La Poste deliveries, please click here.

7. How can I return and exchange an item?

If the garment you bought does not fit your size, you may exchange it following 3 steps:

First, please log in to your account with email and password, then select “My orders” to display the details relative to your order. Tick the products you wish to return and specify the reasons why in the textbox.

Our Customer Service will email you a return confirmation and wait for your parcel.

Once you’ve received this return confirmation, please send us back the parcel in its original package at the following address: Le Comptoir Irlandais – Customer Service, 16 rue des Glénan - Z.I. de Saint Eloi, 29800 Plouédern.

Please mention the size you wish to receive in exchange of your product and join a copy of your return slip available on your account, under the “my returns” tab, as well as your invoice to make the exchange process easier. We will check the state of your product on receipt and dispatch the new item as soon as possible.

8. What should I do if the parcel is damaged on delivery?

When you receive your parcel, if you notice any damages made during deliveries carried out by La Poste, and judge that the content’s integrity is not guaranteed anymore, we invite you to return the parcel without opening it. It will be directly sent back to us via La Poste. If the damaged parcel is delivered when you’re out of home, please return it to your local post office and explain the reason why you do not accept the delivery.

If you return the parcel, please contact our Customer Service as soon as possible via email (serviceclient@comptoir-irlandais.com) or by telephone at +33 (0)2 98 85 47 37 from Monday to Friday, 9.30 am to 5.30 pm except on bank holidays.

9. Can I use my loyalty card on the website?

You may not use your loyalty card on the website yet. The loyalty card service is only connected to our retail network to encourage visits to our local stores. We provide other benefits to our e-shopping customers such as free delivery in metropolitan France on order of 120€ or more, and gift samples.

10. How do I comment on a product?

Go to the item page on which you want to comment (using the search tool in the upper right) and click on “see the product”, then on the “comments” tab, at the bottom of the description page underneath the pictures and add your comment. Only your name and first letter of your surname will be displayed.

11. I can't find a solution to my problem. Who may I contact?

You may contact our Customer Service by email or telephone at +33 (0) 2 98 85 47 37, from Monday to Friday, 9.30 am to 5.30 pm except on bank holidays.

 

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