ORDERS & DELIVERY
How do I change my billing or delivery address?
By logging into your account, you can change all of your information. If your order has already been shipped, your new address will be effective for future deliveries.
What do I do if my billing address is different from my delivery address?
When placing an order or creating an account, it is essential to differentiate your billing address from your delivery address. To do so, you must enter your billing and shipping information separately. You can make changes at any time to your account.
How do I modify or cancel my order?
To modify or cancel an order, please contact our Customer Service team as soon as possible via our Contact Us page.
How do I create an account?
You can create an account when placing your order or by clicking on the “Account” link at the bottom of all pages on our site.
How do I log into my account if I forget my password?
If you forget your password, click on “Connection” at the top right of all pages, then click “Lost password” to receive an email with a link that will allow you to reset your password.
How do I delete my account?
You have the sole right of access to withdraw and rectify information on your account, meaning you can have your information deleted or modified by sending a written request to L’AUGUSTE Provence via our Contact Us page.
BRAND, TAILOR-MADE SERVICES & CARE INSTRUCTIONS
Where are your products made?
All products are handcrafted in our workshop in Provence, France. We use lavender exclusively from Provence. Our fabrics come from France and Europe, and our gift boxes are made in France.
Do you offer customized products?
L’AUGUSTE Provence provides tailor-made services with the possibility of creating products that feature exclusive designs. Please contact us at email@example.com with your personal requests.
How to take care of my items?
Unless otherwise indicated on the label, please follow the instructions below:
– Hand wash in cold water with mild soap, avoiding leather parts. Do not wring out. Lay flat to dry out of direct sunlight.
– Treat leather attachments with colorless conditioning cream to extend lifespan.
– Avoid prolonged exposure to sunlight or rain to maintain quality.
– Avoid friction with fabrics prone to dye rubbing off (for example, jeans). Products containing lavender should not be washed.
PAYMENT & TAXES
What forms of payment can I use?
L’AUGUSTE Provence accepts the following preferred forms of payment: Visa, MasterCard, American Express, and PayPal. Depending on the type of card you use, the 3D Secure system will authenticate and secure the transaction, asking you to provide a unique code to finalize the order.
We do not store your banking information on our site. Our payment partner Stripe accesses your banking information through its secure space, and all entries are encrypted (SSL encryption) for complete security and confidentiality.
Are customs fees and taxes applied?
All orders placed on our site are shipped from France.
When placing an order for shipment to a country outside of France, the customer is the “importer” of the product. Therefore, the order may be inspected by customs and border protection who will determine if any customs duties, taxes or charges are applicable.
It is the customer’s (“the importer”) responsibility to cover any applicable country (or state) duties and/or taxes to ensure compliance with customs regulations.
US customers are not liable for customs fees on orders received totaling under $800 per day.
For delivery of over £135 in the UK, some parcels could require additional delivery duties. In such case, L’AUGUSTE Provence covers customs fees that may apply to the order under the Incoterms 2020 DDP.
In some cases, local customs may cause delivery delays that are beyond our control. Your order can be tracked on our carrier’s website.
L’AUGUSTE Provence does not cover customs fees or country and state taxes (except in the UK) that may be applicable to the order. The cost will be at the customer’s own expense. Please do not hesitate to contact us if you have questions.
SHIPPING & RETURNS
How long does it take to prepare my order?
Once payment has been validated, your order will be prepared within 1 to 2 business days.
What happens if I am absent at the time of delivery?
If you are not home at the time of delivery, you will receive a notification by email indicating the steps to follow to receive your order.
Can I have my order delivered to a country that is not listed in the delivery zone?
For orders to countries outside our delivery zone, please contact our Customer Service team to learn more.
What do I do if I don’t like the products ordered?
You can return your order for reimbursement within 30 days of receipt. All products must be in their original packaging along with their labels to complete the return.
How can I return my order?
To return your order, please contact us at firstname.lastname@example.org and read our return policy listed in our Terms and Conditions. All items must be returned in their original packaging, and return costs remain at the customer’s expense unless an error has been made on our side.
Can I exchange a product?
We currently do not accept exchanges via our online store. Please request a return for reimbursement, and complete a new order to receive the product you want.
PERSONALIZED MESSAGES & GIFT CARDS
Can I attach a personalized message to my order?
Yes, you can add a personalized message to your order during the last step of the order process on our site. Please contact us at email@example.com if you have questions or for specific requests.
How do I use my gift card?
To use your gift card, select the items of your choice, add them to the basket, and during the payment process, enter the gift card code that you received via email. If your order total is more than the amount of the gift card, you will have to pay the remaining cost.
How do I subscribe to your newsletter?
To receive our latest news, you can subscribe to our newsletter by submitting your email address in the field located at the bottom of each page.
How can I unsubscribe from your newsletter?
To unsubscribe from our newsletter, please click the link entitled “if you no longer wish to receive information by email from L’AUGUSTE Provence” listed in every newsletter.