do you have questions ?
come to find here the answer!
my customer space, my password and my personal information
My password does not work.
Make sure to have settled well your e-mail and your password. If this last one does not still work: click in the place planned to receive automatically a new password. Thank you for verifying well your e-mail address for the automatic sending of your new password.
I did not receive my new password.
It is possible that the sending of your new password by e-mail is not immediate and takes some minutes (2 in 5 minutes). Wait a few moments and you will receive an automatic e-mail with your new password. If you click several times in succession, you will receive so many new passwords. Only the last one will be valid.
I lost my password.
Click in the place planned to receive automatically a new password. Thank you for verifying well your e-mail address for the automatic sending of your new password. Do not hesitate to customize your password to remember you there better in your space " My customer Space > My personal information»
How to customize or to modify my password ?
To customize your password, become identified on your space "My customer space» with your access codes which are your e-mail and your password xxx.
Example of access codes:
E-mail = moimeme@abc.fr
Password = turbule123
Once identified, click the link «My personal information ".
Settle the last password xxx may twice your new personalized password.
Example:
Last password = turbule123
New password = complice456
How to modify the information of my costumer space ?
Become identified on your space "My customer space" by means of your e-mail and password, you can then modify the information of your account.
If I do not want to receive any more from emails, how can it be done ?
You can cancel a subscription at any time of the newsletter thanks to the hypertext link appearing at the foot of the received offers.
How are used the particulars of my costumer space ?
The DINO e LUCIA company manages your personal data.
We guarantee you the confidentiality of the seized name specific information. All the information of your account DINO e LUCIA is used only as part of the framework of your commercial relation with DINO e LUCIA.
According to the French law "Information and liberties" n°78-17 of January 6th, 1978, you have a right of access and a rectification to the data concerning you. You can exercise this right by sending us a mail to the following address: customer services DINO e LUCIA
39 rue Etienne Marcel
75001 Paris
Or by contacting the service-customers
By our intermediary, you can be brought to receive offers of the other companies. If you do not wish, you just have to write us.
We inform you that this treatment automated by information, in particular the management of your e-mail addresses was the object to CNIL under file n=°1424723.
my order
STAGE 1: your cart
To choose your articles, click the menus, use the search engine, investigate collections, be inspired by silhouettes, click the picture of your choice, specify the wished size, and click on "I add to cart". Your cart is upper right of your screen. You can specify the wished quantity there. The codes advantages allow you to benefit from discount, from presents or from promotional offers. You can choose to send your products to gift box and to add a message.
Until the last moment, you can modify your choices.
STAGE 2: identification
If you did not become identified by connecting you on «My customer space ", you will be invited there before passing in the following stage.
STAGE 3: address and phone number
Specify the delivery address among the addresses which you monitored or by adding a different one.
STAGE 4: delivery
Choose your process of delivery.
STAGE 5: Summary and payment
In the summary of your order, verify all the information concerning you before validating your order. You can pay by bank card (secure payment).
STAGE 6: confirmation
Good news! Your order is recorded. An e-mail of confirmation is immediately sent to you. You can follow from then on your order by clicking "My customer space" then "My orders ".
I wish to cancel my order.
To cancel an order, thank you for announcing it to us as quickly as possible before treatment and sending of your parcel, by contacting our customer services here. Once sent, the expenses of delivery cannot be paid off any more.
At the end of how long my order is sent ?
It is necessary to count at most 3 working days for the treatment and the shipping of your order. The delivery deadline depends then on the chosen process of delivery and on the country of delivery (from 2 days to 2 week).
In case of delivered and unclaimed parcel:
In case your parcel was delivered and non-demanded to the post office*, the post office returned it to us. If you wish to receive your product (s) we will issued a PURCHASE VOUCHER of the value of the contents of the parcel at the price indicated on your invoice (by taking into account the possible discounts). This PURCHASE VOUCHER will allow you to re-order and to receive a new number of follow-up of parcel.
No article can be put aside for exchange.
*Protocol of the Post office when the addressee is absent during the delivery: the parcel is kept during 15 working days by post then the procedure on returning to the sender is activated: the parcel is sent back with the mention " non-demanded parcel " - " return to the sender "
discount voucher
How to use my advantages code / my discount voucher/my purchase voucher ?
All the codes which you have is in the section ‘"my discount voucher’’ (in my customer space). To take advantage of it, you have to indicate this code on the page of your basket. The amount deducts automatically of the total to be paid. You can take advantage of several vouchers for the same basket if they can be added.
You can benefit from a promotional code when you receive special offers via our newsletter or to reward your loyalty.
When we credit you with credit note the sum is available under a code form.
my means of payment
What are means of payment proposed by the site ?
You can pay by credit card (credit card, Visa, Eurocard / mastercard, American Express) and Paypal.
Are credit card payments secured ?
The credit card payment on the site DINO e LUCIA is completely secured. We use the SIPS technology of the company Atos Origin and our deals fixed up by our banking partner ELYSNET payment - HSBC.
During the credit card payment, the banking address and phone number are coded (standard SSL - Secure Socket Layer), what means that they do not circulate there clearly on the internet network.
The banking data are stored on no account by DINO e LUCIA but passes in transit by the banking networks. For that reason, during every order, you again have to inform them.
I placed order and henceforth wish to modify the means of payment.
Since an order is monitored on the site, it is impossible to modify the method of payment.
If however, you wished to modify the means of payment, we require you to cancel your validated order and to replace the correct order.
confirmation of my order
I did not receive the confirmation of my order.
He can involve a typing error in your email address.
Make sure to be able to become identified on the site and to reach your space "My customer space ". If it is possible to you to identify you and if you received no e-mail of confirmation on behalf of BOUTIQUE-DINOELUCIA.COM, we recommend you to contact us via the section Contact of the site so that we validated your order.
I wish to modify my order.
Since an order is monitored and validated on our site, it is impossible to modify selected articles.
Nevertheless, if your order was not handled, we shall try to make the maximum to satisfy you. Specify then your request by contacting customer services
I wish to print my invoice.
You connect on your space "My customer space" by means of your e-mail and of your password, click then the link "My orders" and you will have the list of your orders. You do not have more than to print your invoice.
delivery
What are the e.shop delivery areas ?
We deliver most of the main countries around the world. If your country is not in the list of available countries, please informe our customer service alix@boutique-dinoelucia.com
DINO e LUCIA chose La Poste : Colissimo Expert for France and Colissimo Expert International for all other destinations.
What are the costs and delivery times?
Participation in shipping depends on the weight of the order, the chosen carrier and the country of delivery. The amount appears in your bag before the validation of the order. For all shipments outside France and European Community, duties, taxes and customs fees, are due by the customer, and will be claimed by the carrier.
How do I track the delivery of my order ?
Using the ColiPoste number or tracking your package, which is specified in the email confirmation of shipment, you can track your package by logging on:
- the website of ColiPoste : http://www.coliposte.net/
Item return
How can I return item on the e.shop ?
Your request for return must be made within 7 days after receipt of your order (date of reception)
You must request a return, via the "My orders" section in "My account”. You can see the list of orders that you made : then simply click on the corresponding one, check the item you want to return - please let us know the reason of your return- and then validate order number by clicking the button "generate a return”.
You will receive by mail:
- Immediately, a confirmation of the registration of your request for return, with the return number n°XXXX.
- Then under 72 hours maximum, our customer service will validate your return.
To return your parcel, you must printed the return document in "My account ", "My merchandise returns" within 5 days of your return request validation. Place the return document in the box.
For countries outside the European Union, please remember to indicate to the customs that this is a “return for non conformity”.
The return parcel is at your expense and the item has to be in perfect condition (not worn, washed or damaged) in their packing of origin with label (plastic bag, blister, etc...).
Returns Address :
Société DINO e LUCIA
Service Clients - Retour n° xxx (Return number)
10 rue du Vieux Colombier
75006 Paris - France
Exchange
By using the same procedure to return an item, you can exchange one or more of the clothes ordered. You can also exchange in our store DINO e LUCIA located 10 rue du Vieux Colombier- Paris 75006
Opening : Tuesday to Friday from 11 am to 2 pm and from 3 pm to 7 pm.
Shop will exchange the items at the price indicated on your invoice (any discounts included). The new clothe will be exchange at the price at the time of exchange. In store, the exchange must be against an equal or higher value item. If the clothe you chose is more expensive, you will be charged of the difference by any means of payment accepted in the DINO e LUCIA shop.
Only an exchange can be done in our store, the refund cannot be done in DINO e LUCIA Paris store. The refund is directly done from the e.shop to your credit card account.
No part may be set aside for exchange.
Exchange via Dino e Lucia's website:
when your returned parcel will be checked and validated (neither worn, nor washed, nor damaged) in their original packing with label (plastic bag, blister pack, etc.), we will issue you a PURCHASE VOUCHER of the value of your return at the price indicated on your invoice (by taking into account the possible discounts). This PURCHASE VOUCHER will allow you to re-order and to receive a new number of follow-up of parcel.
No article can be put aside for exchange.
Refund
Upon receipt and control parts, the refund for any clothe returned is done by credit card used for the initial purchase. Return fees are at your expense.
If you wish an invoice, please go to our website and enter “My account” then click on “My Order”.
You can contact us by email : alix@boutique-dinoelucia.com and at the phone number available for consultation on our website.
customer services
How can I contact customer services ?
You can contact customer services by full-filling in the form " contact us "
present
Is it possible to have a packaging present ?
Yes, you simply ask for it at the end of your order. You can add a card message to the gift.
sizes table
How to spot me to choose the good size ?
A table of the sizes is at your disposal in " My council space > I choose my size "
miscellaneous
Our General Conditions of Sale (CGV)
To consult the general conditions of sale, click CGV.
How can I let you know my suggestions or remarks ?
You can write your suggestions or remarks by contacting our customer services, in «Contact us»
